Livepro

SEPTEMBER 16, 2019

Thankfully call centre managers have a new tool that is transforming the customer experience that can make the above seen a relic of the past – a Knowledge Management Tool. The post How a Knowledge Management Tool can help your call centre appeared first on livepro.

Management 40

Management Self service Technology Customer Experience 40

ShepHyken

DECEMBER 21, 2018

Ensure agent’s product knowledge. It is crucial that support agents have complete, end-to-end knowledge about the product before offering support to customers. Implement a high-quality service automation tool for your business to make tasks easier and improve efficiency. Bonus – Implement better service automation.

CRM 235

CRM Best practices Customer Service Metrics 235

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. The best blogs are not only informative but also fun to read. Call Experts Top 5 Customer Service Blogs of 2022 . Read more at this blog !

Customer Service 52

Customer Service outsourcing Best practices Morale 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

JANUARY 20, 2017

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Therefore, you will manage to increase your sales and generate more revenue, thus improve your bottom line. Shep Hyken. Improved Customer Experience.

Customer Support 215

Customer Support Technical Support Contact Center Customer Experience 215

ShepHyken

JULY 6, 2018

Product knowledge. Contests can last for as little as an hour, such as when a regional manager visits a store location, or as long as one month. Sales contests are tools you can use to align staff around store or company goals. Sales revenue. Promotions. High-margin products. New product lines. Loyalty and rewards programs.

Sales 179

Sales Customer Experience Upselling Management 179

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools , people, or organization. A clear structure allows the customer to break up your explanation into manageable chunks. Element #1: Fast.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Collaboration is now a foundational expectation, and the digital tools that facilitate that are an integral part of their every-day lives. At a minimum, they expect the same tools to be at the office, if not more. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Reading about the tools and techniques that other companies are using to provide excellent experiences helps inform your team and strategy on doing the same. Videos and documentation around historical presentations.

Customer Service 82

Customer Service Coaching Education Best practices 82

ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. Putting new employees on the firing line with no or limited training results in employees who have to hand customers off or plead no knowledge. People get so focused on policies, procedures, systems, and rules that they forget about a little tool called “common sense.” .

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. In short, agents, supervisors and contact center management can make better, more strategic decisions.

Contact Center 122

Contact Center Self service Analytics Banking 122

NobelBiz

MARCH 24, 2022

ACD is the primary characteristic that separates a telephone system from a switchboard, which lacks this functionality and call center software, which requires a dynamic and efficient automated call distribution system to manage a large volume of calls with limited resources. What are the technologies your call center needs for call queueing?

Interactive Voice Response 52

Interactive Voice Response call center software Contact Center Call Center 52

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. Through the use of better tools, and more precise focus on agent scripting improvements. AI, Teams UC and Video. . vs. 32.3%).

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. This blog will focus on how it helps enhance agent productivity.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

SEPTEMBER 10, 2020

It’s Not an Option – It’s Expected (Blog Series). Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Comm100

OCTOBER 19, 2022

The right chatbot features combine to create a tool that meets customer expectations and delivers prompt answers to questions. When the chatbot receives customer queries, it answers using the knowledge database that is currently available to it. More data equals more knowledge. 4 Omnichannel Messaging Support.

Chatbots 86

Chatbots APIs Analytics Upselling 86

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. – Product Expertise: Ensuring your team possesses in-depth knowledge of your products or services is another critical strategy. .

Wait times 89

Wait times Feedback CRM Surveys 89

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Finally, we’ll look at six of the best customer engagement tools and how you can use them to promote better interactions with your customers. Learning management system (LMS) platforms. LMS Tools: Lessonly.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. Every professional has a set of tools they rely on to work better and accomplish their goals more efficiently. As experts in their craft, they know which tool to use in a given situation, based on the business need or specific task at hand.

Management 98

Management Analytics Feedback Surveys 98

Comm100

OCTOBER 17, 2023

Customer service automation software are tools designed to automate and streamline customer support processes, often powered by AI. Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms.

Customer Service 73

Customer Service Interactive Voice Response Multi-channel support Multichannel 73

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. High workloads, outdated or inadequate technological tools, and lack of adequate training are among the primary obstacles.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. The advantages of live chat 1.

Abandon rate 90

Abandon rate Chatbots Upselling Sales 90

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Bridging this gap and managing expectations is a continuous challenge – but one that digital communication can significantly improve. In 2022, they launched two Comm100 AI Chatbots so they now can provide 24/7 support in both French and English.

Government 75

Government Chatbots Self service Wait times 75

Comm100

DECEMBER 14, 2022

Whether you’re a bootstrapped team looking to manage growing customer demands or a large organization that wants to streamline your customer service process, this list has something for you. It breaks down complex processes and converts them into manageable goals. There are multiple ways to integrate CXA in your business.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

ProProfs Blog

DECEMBER 17, 2020

What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? It can get worse if your live chat tool doesn’t support internal communication with other team members during an ongoing customer interaction. How to Manage Multiple Chats.

Wait times 141

Wait times Management Customer Support Customer Service 141

Comm100

FEBRUARY 15, 2022

These automation tools have been around for decades at this point, but only recently have they become sophisticated enough (in large part thanks to machine learning) to be useful for most companies. In many cases, chatbots can direct customers to FAQ pages, knowledge bases, or other self-service solutions.

Customer Service 52

Customer Service Chatbots Self service Transportation 52

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. In short, agents, supervisors and contact center management can make better, more strategic decisions.

Contact Center 52

Contact Center Self service Analytics Banking 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TechSee

JULY 17, 2023

Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. In this blog post, we will explore the five key obstacles service leaders face when integrating LLMs and offer practical advice on overcoming them.

Best practices 109

Best practices Customer centricity Chatbots Education 109

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Leverage a cloud-based project management platform to keep the transition on track. Knowledge Transfer: Here is where things can be delicate. Knowledge transfer milestones need to be realistic.

outsourcing 71

outsourcing Customer Care Best practices Management 71

Dialer 360

MARCH 20, 2020

Call center blogs and magazines contain highly useful information. It is also important to stay updated with the latest tools and technology. In fact, industry top brands can help you get the right knowledge through their blogs and magazines. Best Call Center Blogs And Magazines. 1 The Call Center School.

Call Center 36

Call Center Contact Center voip Consulting 36

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Offer self-service functionalities through community and knowledge centers. Deliver in-app guidance and content aimed at prioritizing user adoption.

B2B 91

B2B CRM Enterprise Upselling 91

OctopusTech

MARCH 27, 2024

A strong online presence is essential to expanding influence in the non-profit sector, as the internet has emerged as a primary tool for outreach and engagement. In this blog we will discuss the top 5 web hosting companies for nonprofits organizations in 2024. Responsive and knowledgeable customer support is available around the clock.

Customer Support 62

Customer Support Management Technology Customer Experience 62

Call Experts

APRIL 8, 2024

As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool. In this blog, we’ll explore the topic of using a call center for utilities and how it can enhance the overall customer experience.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. We’ve featured posts of many great content writers and shared tons of knowledge with you. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog.

Chatbots 59

Chatbots B2B SaaS B2C 59