VocalCom

JULY 1, 2019

It’s essential that brands view their contact center agents in the same light, as these employees can only provide great service with a human touch if their emotions are valued and they are motivated to be their best. Here are five ways to empower your contact center agents. Create a supportive work environment.

Contact Center 48

Contact Center Customer Experience Contact center software Average Handle Time 48

Eptica

OCTOBER 9, 2019

This annual global event is the perfect opportunity to emphasize the importance of customer service to the bottom line. The right technology The past 15 years have seen telephone-based call centers grow and expand to become multichannel contact centres , handling a growing volume of interactions across a widening number of channels.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

bold360 Blog

MARCH 20, 2020

Brick-and-mortar stores and live events are offline channels. An omnichannel system, unlike a multichannel approach, integrates all of your channels for a seamless and consistent customer experience. appeared first on Bold360 Blog. Why you need a strategy for omnichannel customer engagement. Escalate service appropriately.

Self service 72

Self service Chatbots Multichannel Contact Center 72

VocalCom

FEBRUARY 19, 2018

Will your company be attending a popular public event? Is there an upcoming promotional event? Twitter further states that video of a live event increases brand favorability by 63%. The post Engaging Customers Through Video: 5 Essential Tips appeared first on Vocalcom Blog. Get your timing right. Personalize your videos.

Contact center software 96

Contact center software Entertainment Advertising Contact Center 96

OctopusTech

SEPTEMBER 9, 2023

Call center outsourcing refers to a strategic business decision made by a company to delegate its customer support inquiries from a third-party source often called a Business Process Outsourcer (BPO) rather than hiring an in-house team of employees. As per reports by Technavio , this industry is expected to grow by 3% from 2019 to 2023.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Creative Virtual

DECEMBER 13, 2018

The team also brought home three separate awards this year: ‘Most Innovative and Intelligent BOT for Customer Experience’ at the AI Conference Awards, ‘Best Multichannel Customer Experience’ in the EY-Ashton Media 2018 CX Awards , and a win in the Solutions category at the Transport Recognition Awards for “A new frontier in customer information”.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

VocalCom

SEPTEMBER 9, 2019

For example, make sure prices match on all channels, promotional events are advertised everywhere, shipping and return policies are clear, and spelling and grammar are correct. For example, your company should keep information current by clearly indicating sales event dates, service hours, accepted payment methods, and product availability.

Contact center software 54

Contact center software Advertising Contact Center Sales 54

VocalCom

OCTOBER 24, 2017

For example, product recalls, sales events, and increased demand for customer service during peak seasons are all good reasons to update your IVR menus. The post 5 Ways to Optimize Self-Service Practices appeared first on Vocalcom Blog. Integrate self-service with your omnichannel strategy.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

VocalCom

JULY 30, 2018

Conduct focus groups and events. In addition, you may hold events at retail locations or participate in trade shows for further engagement. In addition, you may hold events at retail locations or participate in trade shows for further engagement. Be sure to consider all kinds of data you have collected.

Journey mapping 48

Journey mapping Contact center software Surveys Feedback 48

VocalCom

SEPTEMBER 10, 2018

In addition to sales events, be sure to reward your loyal customers with special discounts that are meaningful to them. Communications should always be clear, whether they entail customer service interactions or information about promotional events. The post 6 Ways to Foster Customer Loyalty appeared first on Vocalcom Blog.

Contact center software 72

Contact center software Telecommunications Advertising Contact Center 72

VocalCom

APRIL 15, 2019

Channels such as Instagram and Snapchat are excellent for sharing visual brand content, such as images of new products or recent events. Visual content can also be used to share testimonials, information about partnerships with other brands or social causes, or current company events. Share brand stories. Engage customers in contests.

Contact center software 54

Contact center software Education Self service Chatbots 54

VocalCom

JANUARY 1, 2018

Customers might be sent interesting marketing offers or sales event information when they are in or near a store. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Contact center software 89

Contact center software Chatbots Contact Center Personalization 89

Sykes

MARCH 5, 2019

While traditional contact centers continued to score well in terms of execution, this year’s report noted a significant difference in the results for the innovation categories, with information technology (IT) service providers and consultancies leading the pack. Download a free copy of the report here.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

VocalCom

JANUARY 7, 2019

In addition, some channels may need extra support during peak business times, such as holiday or sales event periods. Put your agents in the customer’s seat to learn what it’s like to contact your company. Does your contact center technology work well? Adapt your practices to the evolving needs of your customers.

Customer Service 59

Customer Service Chatbots Contact center software Contact Center 59

VocalCom

NOVEMBER 26, 2018

For example, long average handling times may indicate miscommunication among departments or insufficient use of contact center technologies such as CRM databases. Give them the training they need to master the technologies used in the contact center, and invite them to share feedback regarding their interactions with customers.

Customer effort 48

Customer effort Average Handle Time Contact center software Interactive Voice Response 48

VocalCom

MARCH 19, 2018

Offer customers insight into your brand events and inform them in an entertaining way by creating meaningful, real-time video content. The post 6 Key Trends Shaping Social Customer Service appeared first on Vocalcom Blog. According to the company, 100 million hours of video are viewed daily on the platform. Greater peer influence.

Customer Service 90

Customer Service Contact center software Chatbots Entertainment 90

VocalCom

OCTOBER 22, 2018

Not everyone remembers when a payment is due or when a sales event may begin. For example, retail brands may send information about holiday sales events and offer special services such as gift wrapping. By anticipating your customers’ needs, you can ensure that they never miss an important deadline or event.

Contact center software 48

Contact center software Airlines Interactive Voice Response Surveys 48

VocalCom

DECEMBER 10, 2018

Sometimes, brands offer exceptional sales events with the promise of heavy discounts. This way, everyone can benefit from your sales event and feel that their money is going toward a purchase they actually want to make. The post 5 Ways to Make Customers Choose Your Brand appeared first on Vocalcom Blog.

Contact center software 54

Contact center software Telecommunications Contact Center Chatbots 54

VocalCom

AUGUST 7, 2017

In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Identify the metrics that need improvement in the contact center. Are agents able to contact supervisors efficiently when extra help is needed?

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

VocalCom

SEPTEMBER 4, 2017

Some customers may love to be notified when there’s a sales event or discount available. The website should share information regarding current sales events and discounts, blog content should be refreshed frequently, and contact information should be up to date. Allow customers to opt out. Keep content updated.

Contact center software 48

Contact center software Interactive Voice Response Contact Center Sales 48

VocalCom

MAY 15, 2017

For this reason, average handling time, or AHT, is often considered an important metric to measure in the contact center, as agents strive to offer great customer service while keeping their interactions as short as possible. The post 7 Essential Tips for Reducing Average Handling Time appeared first on Vocalcom Blog.

Average Handle Time 48

Average Handle Time Interactive Voice Response CRM Contact center software 48

VocalCom

MAY 14, 2018

For example, if your website mentions a promotional event, your social media channels should do the same. If a sales event has passed or a product is no longer in stock, updates are necessary. The post 6 Mistakes That Harm Your Brand’s Digital Reputation appeared first on Vocalcom Blog.

Contact center software 48

Contact center software Contact Center Feedback Sales 48

VocalCom

APRIL 23, 2018

For example, discuss these points at training sessions and company events, and invite employees to offer feedback on how these values may be addressed in different roles and departments. The post 6 Steps for Building a Customer-Centric Brand appeared first on Vocalcom Blog. Invest in your employees.

Customer centricity 48

Customer centricity Contact center software Interactive Voice Response Chatbots 48

VocalCom

MARCH 4, 2019

However, in the event that they need to return a product, be sure to help them graciously. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. A convenient return process.

Contact center software 48

Contact center software Advertising Contact Center Personalization 48

VocalCom

NOVEMBER 19, 2018

Instead, play some gentle music or provide bits of valuable brand information (for example, interesting new website features, promotional events) to keep customers from boredom and frustration. The post How to Prevent Customers From Hanging Up on Your Brand appeared first on Vocalcom Blog. Expand service hours.

Abandon rate 48

Abandon rate Interactive Voice Response Contact center software outsourcing 48

VocalCom

NOVEMBER 13, 2017

For example, rather than merely announcing an upcoming sales event, include a discount code that may be redeemed easily. In addition, sending emails periodically before major sales events gives them time to preview products of interest well ahead of time. Customers want an incentive to open brand emails.

Marketing 48

Marketing Contact center software Upselling B2B 48

VocalCom

NOVEMBER 13, 2017

For example, rather than merely announcing an upcoming sales event, include a discount code that may be redeemed easily. In addition, sending emails periodically before major sales events gives them time to preview products of interest well ahead of time. Customers want an incentive to open brand emails.

Marketing 48

Marketing Contact center software Upselling B2B 48

Global Response

MAY 15, 2023

The most important takeaway is that training for agents should be ongoing —not a one-time event that happens during the onboarding process and then never again. For many contact centers, it’s easy to focus on voice calls and ignore the other communication channels they might be overseeing.

Call Center 62

Call Center Scripts Coaching outsourcing 62

VocalCom

FEBRUARY 18, 2019

Sephora’s Flash program offers unlimited free expedited shipping for a small annual fee, while furniture retailer Restoration Hardware gives customers free interior design consultations and early access to sales events in exchange for an annual fee. The post How to Win (and Keep) Customer Loyalty appeared first on Vocalcom Blog.

Contact center software 48

Contact center software Customer centricity Advertising Contact Center 48

VocalCom

JULY 10, 2017

By streamlining the process, call centers may save costs with faster resolutions, and agents and managers will be more efficient and confident in their roles. Employees should always be informed of current events at the company. The post 5 Ways to Improve Communication in the Call Center appeared first on Vocalcom Blog.

Call Center 54

Call Center Contact center software Morale Contact Center 54

VocalCom

JULY 23, 2018

For example, product information should be clear, and any prices or promotional events that are advertised should be accurate. If customers ever experience any problems with your brand, take immediate action and appease unhappy clients with goodwill gestures and follow-up contact to make sure the problem does not occur again.

Customer Experience 48

Customer Experience Journey mapping Contact center software Customer emotions 48

VocalCom

OCTOBER 31, 2017

In addition to loyalty programs and promotional events, sending notes and rewards on customer birthdays is also a good idea. In addition, you may consider sharing blog or video content on favorite channels or personalizing the promotions that appear for customers when they access your company’s website or mobile app.

Personalization 48

Personalization Contact center software Contact Center Customer effort 48

VocalCom

AUGUST 21, 2017

Sales events and special discounts for holidays and customer birthdays are additional ways to give service a personal touch. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Customer Experience 48

Customer Experience Abandon rate Contact center software Interactive Voice Response 48

VocalCom

APRIL 30, 2018

They should be discussed regularly during meetings and company events. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Engaging employees.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Contact Center 48

VocalCom

SEPTEMBER 11, 2017

It’s therefore critical to humanize and personalize marketing practices through means such as contests, rich video content that integrates product information, and invitations to exclusive events sponsored by the brand. The post 5 Millennial Digital Trends Every Brand Should Consider appeared first on Vocalcom Blog.

Contact center software 48

Contact center software Sales Contact Center Surveys 48

VocalCom

SEPTEMBER 11, 2017

It’s therefore critical to humanize and personalize marketing practices through means such as contests, rich video content that integrates product information, and invitations to exclusive events sponsored by the brand. The post 5 Millennial Digital Trends Every Brand Should Consider appeared first on Vocalcom Blog.

Contact center software 48

Contact center software Sales Contact Center Surveys 48

VocalCom

AUGUST 27, 2018

For example, a brand website may advertise a promotional event, whereas the social media channels may not disclose this information. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Customer Service 48

Customer Service Abandon rate Contact center software Average Handle Time 48