Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

TechSee

AUGUST 14, 2023

Adrian’s driving passion is helping create, develop, and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

24-7 InTouch

APRIL 26, 2024

This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Talent and Expertise : Investing in skilled personnel or partnering with AI experts to navigate the complex landscape of AI technology.

Government 52

Government Customer centricity Technology Management 52

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. Call center development is an essential subset of any overall business development plan. 1 Develop Your Contact Center Managerial Skills

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Select VoiceCom Blog

NOVEMBER 29, 2023

It’s challenging enough to provide excellent products and services, maintain standing, and continue development. The strategy involves delegating specific non-core functions to third-party service providers, allowing in-house teams to focus on tasks intended for company growth, such as business development and crisis management.

outsourcing 98

outsourcing Business Process Outsourcing Government Telecommunications 98

Nicereply

JUNE 21, 2021

Often overlooked support skills can elevate your service offering to a more delightful, high-quality customer experience. Common interview questions examine a candidate for the right fit for the team and explore if they can handle support basics. Customer Service is a difficult job. Writing Under Pressure. Take a guess!

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

Nicereply

JANUARY 27, 2022

Today we will go through 12 things to do to improve your customer support in 2022. Each month, choose a new focus and commit to integrating it within your support team. 12 things to do to improve your customer support. Develop a positive attitude. Blog tip: 6 Tips for Writing Satisfying Customer Service Responses.

Average Handle Time 98

Average Handle Time Customer effort Metrics Customer Support 98

OctopusTech

MARCH 3, 2024

Developing a custom website or web application in-house requires significant investment in a skilled technology team, infrastructure, and overhead expenses. Outsourcing involves partnering with an agency that provides the web design , development, and technology skills needed to build and launch your online product.

outsourcing 62

outsourcing Technical Support Government Metrics 62

SharpenCX

MAY 31, 2023

In this blog post, we’ll explore effective methods for retaining call center agents, ultimately paving the way for improved customer experiences and business success. Foster a culture of respect, support, and open communication. Encourage supervisors and team leaders to act as mentors, providing guidance and support when needed.

Call Center 76

Call Center Construction Coaching Morale 76

Totango

JULY 28, 2021

In this blog we’ll share five of the most important best practices for hiring a customer success manager. Coordinating resolution of customer support issues. A skilled success manager can help transform a distressed customer into a satisfied brand ambassador. Developing meaningful interview questions. Suggesting upsells.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

OctopusTech

MARCH 19, 2024

While deciding on how to build a website, you can opt to recruit individual freelancers or engage professional web development companies. It must be said that freelancers are undeniably cost-effective, but choosing to go with a professional web development consultant will undoubtedly be more rewarding in the future.

Consulting 62

Consulting Consulting Engineering Best practices 62

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. Interpersonal skills. Persuasion skills.

Management 90

Management Upselling Coaching Best practices 90

Blueship Call Center

NOVEMBER 28, 2023

Selecting an outsourcing partner that is both affordable and has highly skilled staff is essential for businesses looking to outsource to grow and enhance customer operations. Consider the following aspects before choosing email support outsourcing services so that you can make an informed decision. Anyone who has sent one knows this.

outsourcing 67

outsourcing Calibration Business Process Outsourcing Call Center 67

Totango

MARCH 15, 2022

Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls. Develop attractive compensation packages to win top talent.

Best practices 95

Best practices Enterprise Upselling Scripts 95

Steve DiGioia

MAY 17, 2021

Thankfully, many have developed useful acronyms to help. To top it all off, people used to tell 10 people about a bad experience, but now they can post a blog or a video on YouTube and tell thousands of (or more) people. as part of his “Skilled Helper” method of actively listening to the people. Great customer service.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Fonolo

MARCH 28, 2023

If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. Managers must ensure their agents have the skills and knowledge to provide excellent customer service. Coursework and relevant on-the-job experience can help you hone your leadership skills.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Nicereply

JUNE 12, 2023

Good customer service training is one of the most important components of your support team’s success. And that means figuring out how to effectively train new customer service team members is mission critical. That team member listens intently, giving their undivided attention to the customer’s needs.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

NobelBiz

FEBRUARY 27, 2024

Brayan Carpio Senior Call Center Manager, Call4You Marketing “The technology aspect of NobelBiz stood out compared to the competition, and also the great team! All the way from onboarding to support to troubleshooting has been great throughout this journey!”

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Nicereply

APRIL 11, 2022

Outside the confines of a home improvement, or paint, store, paint mixing isn’t a particularly useful skill. I interacted with customers to help them pick the right type of paint, which helped me improve my communication skills. Both of which are skills useful in almost any job. They’re what we call transferable skills.

Customer Support 97

Customer Support Engineering Time management Self service 97

Nicereply

FEBRUARY 22, 2023

Support agents are too often thought of as entry-level employees. In reality, the combination of dynamic people skills and vast exposure to your product provides a great foundation for a career path anywhere in your organization. Robust career pathing in customer support is critical.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

JustCall

MARCH 28, 2023

Your customer-facing teams are at the heart of your business. Many sales and customer support teams are poorly trained, insufficiently equipped, and incoherent in execution. In this blog, we will cover the exact steps you can take to set your customer-facing teams for success.

Morale 52

Morale Sales Feedback Construction 52

Global Response

JUNE 27, 2023

Here’s five common ones we often see—and how to avoid them in your own call center, whether you’re hiring for the first time or doing ongoing hiring to maintain or scale your team. Your job descriptions should also provide clear qualifications and skill requirements.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Comm100

MAY 25, 2022

Whether you’re providing support for business checking accounts or an eCommerce platform, automation happens at all levels of the agent experience. Furthermore, contact center automation enables agents to learn new skills and shifts the strategy from answering as many calls, chats, and texts, as possible. Improving Customer Experience.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. From strategic plans, to presentations, to customer emails, to training material for their team—the writing never ends.

Management 98

Management Call Center Metrics Entertainment 98

Call Design

APRIL 3, 2022

Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes. Providing incentives and team competition can help keep engagement and motivation levels high. Encourages Agent Development.

Gamification 88

Gamification Entertainment Coaching Employee engagement 88

Global Response

AUGUST 7, 2023

Understanding Agent Empowerment Empowering agents ultimately comes down to providing agents with ownership over their work and responsibilities, giving agents a voice in the overall operations and decisions of the call center (as possible), and supporting agents in creating a work-life balance that provides for both business and personal needs.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Nicereply

APRIL 18, 2022

Support is often seen as an entry level role to technology. Desiree Gregory, Director of Global Support at DroneDeploy , shares that this is the reason she loves working in support. She is excited to help bring people into tech and views support as the door to do it. Desiree: Support has a special place in my heart.

Coaching 98

Coaching Personalization Feedback Management 98

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Supporting CS research. Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. Gain Grow Retain.

Best practices 115

Best practices SaaS B2B Marketing 115

Nicereply

SEPTEMBER 29, 2022

So, how does one go about optimizing their customer service and ensuring they have the skills necessary in order to do so? These communities offer a wealth of resources that can help customer service professionals improve their skills in providing better service to their customers. Support Driven.

Customer Service 98

Customer Service Best practices Education call center professionals 98

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. 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.

Wait times 89

Wait times Feedback CRM Surveys 89

Global Response

DECEMBER 21, 2023

An outsourced help desk allows you to provide always-on, effective support to your customers, while freeing up time for your in-house team to focus on your bigger strategies and goals. Help desk outsourcing isn’t your run-of-the-mill customer service or customer support outsourcing. The short answer is: nope!

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

IdeasUnlimited

MAY 23, 2022

Any IT business will at some point require dedicated tech support. Whether you are a support service provider or an IT firm looking to service your clients, it is important to have a clear strategy on how you will go about establishing a team of trained agents ready to provide high quality tech support.

B2B 98

B2B Call Center voip Interactive Voice Response 98

ChurnZero

FEBRUARY 15, 2024

Creating a steady stream of engaging content for a customer community can be a daunting task, especially when you’re relying on your team to contribute. In the beginning, I would raise content requests in big team meetings and send out mass messages on Slack. 5: Offer support along the way. Then, something clicked.

Analytics 52

Analytics Personalization Management 52

Lumoa

JANUARY 19, 2023

Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

OctopusTech

OCTOBER 11, 2022

Here, you need to have a website but from the different platforms available out there, WordPress is the most preferred choice of owners who wants to build a website from a WordPress development company. It is free to install and easy to use and its features can easily be modified by a WordPress development company.

Engineering 62

Engineering Analytics Technology Sales 62

Integrity Solutions

JULY 16, 2021

Effective team leadership requires a blend of people focus and goal focus. While it’s rare that someone will have a perfect balance of the two, getting a clear understanding of your natural leadership style will allow you to adjust when necessary to be more flexible to the needs of your team members.

Coaching 110

Coaching Management Employee engagement Sales 110