ViiBE Blog

FEBRUARY 9, 2021

Successful organizations outcompete competitors by having a larger bandwidth of knowledge on everything from operational efficiencies to industry best practices. Sectors with high turnover rates such as the field service industry are currently haemorrhaging knowledge and thus capital without robust solutions. Expertise location.

Management 52

Management Construction Best practices Call Center 52

Interactions

MAY 6, 2021

Humans and AI can be combined in many ways to achieve optimal performance results, depending on the unique needs of the industry and the company. In the past few years, contact center technology has reached a place where it is possible to have self-service that does understand intent and can deliver a conversational experience.

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

Eptica

SEPTEMBER 18, 2019

Also, given the high turnover rates in the contact center industry, recognition can be a powerful weapon in keeping your best staff and ensuring they remain happy and motivated. That’s why pretty much every contact center I visit has a recognition program of some sort in place.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

JustCall

OCTOBER 22, 2020

An auto dialer is software that dials up each contact from your database. Scouring through lists of contacts and then dialing their numbers by hand is a time-consuming task. Having said that, with the predictive dialer, call center agents and sales reps can build efficient workflows and manage time effectively.

Real estate 76

Real estate CRM Banking Outbound sales 76

Eptica

JANUARY 12, 2017

To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. Customers want consistent and accurate information and answers from a brand, whichever channel they use to make contact.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

ViiBE Blog

JUNE 3, 2021

Whether you’re sending people into the field or running a call center, ViiBE ’s video call software is an excellent option for maximum connectivity. ViiBE’s flexibility has been demonstrated in many different industries. Specialized ticketing tools exist for specific industries, like FieldCap , a field ticketing system for oil fields.

CRM 52

CRM First call resolution Call Center Metrics 52

aircall

MARCH 12, 2021

Call centers can enhance the customer experience— if your teams are performing well. It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. The key ingredients to improving call center performance?

Call Center 62

Call Center Metrics First call resolution call center software 62

Momentum Telecom

JANUARY 29, 2021

The ability to collaborate via voice and video , leverage a cloud-based contact center , or easily scale up a data network all put valuable extra points on the board. The second option expands this picture further, extending the focus to industry partners. Follow Momentum Telecom on LinkedIn and tag us to share your thoughts.

Technology 98

Technology Consulting Consulting Sales 98

Eptica

NOVEMBER 6, 2019

Author: Guest author - Jeannie Walters Those of us in the customer experience industry can feel like we are making progress when we are collecting valuable customer feedback, communicating throughout the organization, and creating awareness about the importance of focusing on customers. Published on: November 06, 2019.

Metrics 77

Metrics Best practices Feedback Contact Center 77

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Hint: Focus on Agent Performance.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

Eptica

FEBRUARY 6, 2019

Author: Pauline Ashenden - Marketing Manager Most industries today are radically different compared to 20 or even 10 years ago. Fast forward ten years and all of these have been displaced by Apple, Google, Microsoft, Amazon and Facebook This disruption is continuing across most industries. Published on: February 06, 2019.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Eptica

MAY 8, 2019

However, it is important to look behind the headlines in order to understand its real impact, what it involves and how it can be deployed across a range of industries, including customer experience. 5 top priorities for today’s contact centers. Very readable and extremely thought-provoking. Share this page on: Tweet.

Chatbots 55

Chatbots Best practices Engineering Education 55

Eptica

JANUARY 6, 2016

However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. In descending order the top 5 blogs were: 1. To find out more click here. What are the factors affecting channel choice?

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. To tell if a candidate is ready to take on a customer support or call center position, team leads and managers should thoroughly screen candidates. Account executives can act as brand ambassadors as well as points-of-contact for newly acquired clients.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

aircall

MARCH 23, 2018

Respondents chose from the following multiple-choice answers: Best in the industry. Social media, email, online chat, and phone are all now considered routine ways to contact support. To stay on top of these shifts and other industry trends, continued education is invaluable. Good but not yet great.

Surveys 86

Surveys CRM Education Metrics 86

Lumoa

FEBRUARY 28, 2023

No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. In many cases, customer insights teams are forced to dump data into Excel or Google Sheets and manually read and tag each piece of feedback. Your customers are sharing their experiences online.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

aircall

MARCH 17, 2021

Customers that view your company as a thought leader in your industry, as opposed to a run-of-the-mill contact center, won’t hesitate to reach out to you when they need guidance or expertise. . To find out what they are, it’s a simple matter of asking them how they viewed customer service from your contact center. .

Best practices 62

Best practices Sales Contact center software Contact Center 62

Vonage

APRIL 6, 2016

Automation is essential for expanding and accelerating service in many industries. But when individual care or attention is required, customers need contact with real people. Provide staff with attractive name tags to wear at work. The Red Bench Principle: Making your customers feel they’re at the center of your world.

Personalization 74

Personalization Customer Experience Education Customer Service 74

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. Jenny has been recognized as a leader in the CX industry, including The ICMI Top 25 Thought Leaders and the 2019/2020 CloudCherry CX Influencer Champion award. It’s fun.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. Content may be of many different types – blog posts, videos, white papers, case studies, and more. is definitely the blog post. What do your blog posts do? Are they written by industry professionals?

Customer Support 45

Customer Support Customer Care Entertainment Education 45

Eptica

JULY 29, 2016

Author: Dharmesh Ghedia In my previous blog I outlined how important knowledge is to successfully deliver customer service , and how to overcome the challenges of creating a centralized, multichannel knowledge base. Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016.

Management 50

Management Customer Service Multichannel Best practices 50

TLC Associates

OCTOBER 30, 2019

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Your Contact Center Location Costs.

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40

Nicereply

OCTOBER 14, 2019

Depending on your industry, you might not have a choice about how accessible you make your support. I contacted Kelly Lynch, a customer support agent by day, and a stand-up comedian and disability advocate by night to help me learn more about how customer support teams can become more accessible to a wider range of users.

Customer Support 70

Customer Support Airlines Government Interactive Voice Response 70

aircall

JUNE 30, 2021

You should always aim to have a 100% customer retention rate, but it’s important to remember that this number depends on the industry. Based on a recent study conducted by Statista, here are the top four average customer retention rates across different industries: Retail: 63%. This can even be a lot longer in some industries.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

JustCall

JULY 28, 2021

Your sales team is the main point of contact between you and your prospects. You can hold team training sessions geared at polishing reps' skills and getting them acquainted with the trends in the sales industry. This usually comes as a part of call center software. The sales management process is not a linear, one-off process.

Best practices 52

Best practices Sales Management Coaching 52

AWS Machine Learning

NOVEMBER 22, 2023

Use the “Generative AI” tag as you are browsing the session catalog to find them. Talk with AWS experts in 14 different industries and explore industry-specific generative AI use cases, including demos from advertising and marketing, aerospace and satellite, manufacturing, and more.

Engineering 112

Engineering Best practices APIs Government 112

aircall

MAY 1, 2022

And this is a sentiment that holds true for every industry. Your company’s contact center solution makes a first and lasting impression of your company, giving the customer an experience that will tell them about the kind of journey they can expect if they choose to do business with you. CCaaS definition. UCaaS definition.

Contact Center 62

Contact Center voip Interactive Voice Response contact center solutions 62

ProProfs Blog

OCTOBER 13, 2020

Honestly, your customer won’t wait so long and they don’t just expect a response, they expect first contact resolution. And instant contact for help is just one side of the story. If you fail to offer a first contact resolution, you might see more customers leaving your business. What is First Contact Resolution?

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

ProProfs Blog

DECEMBER 4, 2020

While the former helps businesses promote and sell their services based on industry research and advertising, the latter offers assistance and advice to people already using a brand’s product or service. They’ll tag or sometimes even ask their followers to share their experience with others they know.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. You want to hire a live chat agent who does some or all of the following: Maintains eye contact. Download Now. Team Player.

Customer Service 42

Customer Service Average Handle Time Benchmark Personalization 42

aircall

SEPTEMBER 12, 2022

Mandatory call tagging. Aircall tip: Connect Aircall to CRM tools like Salesforce or HubSpot to surface contact details and previous call notes and power more personalized customer interactions. It offers industry-leading features . Essential telephony features including IVR, call recording, and click-to-dial. Call whispering.

voip 62

voip APIs Interactive Voice Response Analytics 62

Customer Service Life

AUGUST 20, 2019

This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies. Practice #2: Plan for repeat contact handling.

Best practices 63

Best practices Average Handle Time Surveys Metrics 63

JustCall

APRIL 5, 2023

Plus, this is all for the RingCentral MVP plan, but if you are looking to set up a holistic Contact Center using RingCentral, then it will send you on a wild goose chase. Plus, the sheer number of plans – four under the RingCentral MVP, two under the RingCentral Video, and four under the RingCentral Contact Center.

Interactive Voice Response 52

Interactive Voice Response voip Analytics Contact Center 52

JustCall

APRIL 5, 2023

This blog dives deep to pull out insights that help you choose. User Interface Comparison The user interface is the first point of contact between the user and the application. However, IVR is available for Contact Center plans only. Intelligent IVR is also available for Contact Centers as an add-on service.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52

aircall

SEPTEMBER 6, 2021

While customers are looking for an omnichannel experience (where they can contact you in whichever medium they choose), our recent survey shows that phone calls remain the most preferred communication method across all industries: People Still Crave Humanity. Train and mentor your call center agents to communicate with customers well.

Interactive Voice Response 93

Interactive Voice Response Wait times outsourcing Call Center 93

JustCall

APRIL 12, 2023

If you’ve been using Gong and are looking for a Gong alternative, this blog is for you. Top 8 Alternatives to Gong Software – Choose the Best Call Center Software for Your Business JustCall MeetRecord Chorus.ai The software has limited customization options, which may not meet the specific needs of their business or industry.

Sales 52

Sales Coaching CRM Contact center software 52

JivoChat

APRIL 27, 2022

You can customize the URLs and meta tags, the platform creates sitemaps automatically, optimizes site images, and enables you to have a mobile-friendly website. When we talk about businesses that are in the tech industry, having a website is fundamental. 20 Best Wix Website Templates. Business & Service. Tech Company. Illustrator.

Real estate 75

Real estate Consulting Consulting Education 75