Nicereply

NOVEMBER 5, 2019

Customer support is a cost-center – unless you’re purposefully working to make sure it’s not. There have been many, many articles published recently about how customer service is no longer a cost-center. If you treat your CS team like a cost-center, they will stay a cost-center. But I’m here to burst the bubble.

Customer Service 96

Customer Service Chatbots Customer Support Enterprise 96

Interactions

MAY 6, 2021

When technology alone fails… But even the combination of humans and AI can fail. While this does reduce the initial wait time, the technology is not sophisticated enough to add value to the interaction. In these cases, we can see that technology and self-service doesn’t always meet the expectations of customers.

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

aircall

MAY 7, 2018

But all of your innate gifts could go to waste if your technology doesn’t help you showcase these talents. The technology is painfully simple to use: when a sales development representative finds a lead’s contact information, all they need to do is hover-over the number and click. Tag and transfer for timeliness.

Sales 90

Sales CRM Morale Analytics 90

JustCall

DECEMBER 23, 2022

In this blog, we will detail everything you need to know about the power dialer software. A power dialer is a type of automated phone technology that dials a phone number right after a call is completed. Saved time + effort: It helps save time and effort that would go into typing a new contact number after every call.

CRM 52

CRM Sales Coaching Personalization 52

Call Experts

FEBRUARY 25, 2021

Contact center services ensure that you never miss out on opportunities to acquire brand-new clients while providing fantastic customer service. With the right contact center partner, you and your company offer the same outstanding experience every day, 24-7-365. Check out our blog to learn more tips.

Contact Center 52

Contact Center Answering services Advertising Scripts 52

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. Call center technology refers to these different software and hardware tools used to run a call center. There are different types of call centers. So what exactly do call centers do?

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

aircall

MAY 7, 2018

But all of your innate gifts could go to waste if your technology doesn’t help you showcase these talents. The technology is painfully simple to use: when a sales development representative finds a lead’s contact information, all they need to do is hover-over the number and click. Tag and transfer for timeliness.

Sales 89

Sales CRM Morale Analytics 89

AWS Machine Learning

DECEMBER 23, 2022

In this blog post, we will review a solution to automatically redact PII data from a customer service conversation transcript. Let’s take an example conversation between a customer and a call center agent. The transcripts are in the format used by Contact Lens for Amazon Connect. Agent: Hi, thank you for calling us today.

APIs 80

APIs Engineering Analytics Call Center 80

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. Moreover, the industry’s familiarity with leveraging IT systems makes it open to integrating AI technologies seamlessly.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

ViiBE Blog

FEBRUARY 9, 2021

Empowered users are less likely to contact help centers for small fixes, allowing agents to spend time resolving complicated issues. This can vary depending on business function, for example, a consumer technology company that targets younger demographics may look for younger employees with ties to the target demographic.

Management 52

Management Construction Best practices Call Center 52

Eptica

OCTOBER 9, 2019

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. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

JustCall

MARCH 9, 2023

Contact centers are the conversation hubs of a business that faces an immense flurry of activity every single day. So how can your business, in such a situation, ensure that your contact center is functioning optimally? All an average customer wants from calling your contact center is to resolve their query.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

Momentum Telecom

JANUARY 29, 2021

But even the best plays won’t connect if technology is running interference. According to a July 2020 study produced by Harvard Business Review Analytic Services , more than 80 percent of respondents said that the technology used in their workplaces “significantly impacted” their individual performances.

Technology 98

Technology Consulting Consulting Sales 98

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

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better.

Technology 74

Technology Customer Service Contact Center CRM 74

Monet Software

MAY 15, 2018

While their essential purpose remains the same, there are variations in functionality, implementation and cost that should be reviewed by contact center management so that an informed purchasing decision can be made. This blog explains how There are many different call recording software solutions available.

Contact Center 48

Contact Center Call Center Management Technology 48

Eptica

SEPTEMBER 18, 2019

Put simply, whatever systems and technology you have in place, your agents are on the frontline , and their performance is what makes the difference between service that is merely adequate and an experience that drives positive feedback and long-term loyalty. The key point here is how it is measured.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

NICE inContact

JULY 19, 2019

Agents should use listening technology to track online sentiment and conversations that are linked to the brand’s focus — even when you’re not tagged in the communication. Contact centers of the future will do more with less. Digital customer service should be proactive. This is one-way vision is very important.

Customer Service 60

Customer Service Contact Center Personalization Marketing 60

Eptica

AUGUST 1, 2018

Author: Joanna Allouche - Consultant Optimizing CX with Eptica When it comes to the contact center, there is a clear link between happy agents and overall performance. Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

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

APRIL 26, 2021

Customer satisfaction should be the number one goal of your contact center. ViiBE’s ticketing solution uses tags to organize different calls under one related issue. These days, customer support has moved beyond mere call centers to omnichannel contact centers. Invest in new technology. Contact us!

virtual call center 52

virtual call center call center software Contact Center Call Center 52

aircall

JANUARY 7, 2022

Choosing the best dialer software for your business’ call center can seem overwhelming. At Aircall, we’ve optimized cloud-based call center software with our power dialer solution. Read on to learn how call center dialers work, key features, how to increase your business’ productivity, and more. . But it doesn’t have to be!

Call Center 62

Call Center Interactive Voice Response call center software virtual call center 62

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

aircall

JANUARY 27, 2021

With so many people needing to work remotely, you may be wondering how to start a virtual call center , and if so, how to do it right. Many companies are following the trend by switching their on-site call center to a totally virtual call center. Others are setting up a virtual call center right from the start.

virtual call center 62

virtual call center Call Center call center software voip 62

REVE Chat Blog

NOVEMBER 6, 2019

Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience. Key challenges faced by the contact centers . The top contact center trends to watch out in 2020.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

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

ViiBE Blog

MARCH 18, 2021

Call centers face a unique dilemma created by conflicting priorities. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? What is the AHT Formula?

Average Handle Time 52

Average Handle Time call center software Call Center Metrics 52

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

ViiBE Blog

JUNE 3, 2021

Remote maintenance and Remote Virtual Inspection are just two applications of this technology. 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. WebRTC technology ensures a secure download-free connection. Contact us!

CRM 52

CRM First call resolution Call Center Metrics 52

Eptica

MAY 8, 2019

He has thirty years’ experience in AI research, with a PhD from Carnegie Mellon University and his blog on Sina Weibo has over fifty million followers. 5 top priorities for today’s contact centers. The author, Kai-Fu Lee, is the former president of Google China and currently CEO of a Chinese VC firm that invests in AI.

Chatbots 55

Chatbots Best practices Engineering Education 55

Aspect

JUNE 22, 2018

In an effort to establish themselves as a brand known for service and to keep up with a competitive market, companies are turning to technology to meet customer demands. Here are five ways technology can improve your customer satisfaction rates. Immediate Response + Reduced Hold Times. Active Listening. Seamless Communication.

Technology 48

Technology Self service contact center solutions Cloud contact 48

aircall

MAY 19, 2017

So naturally, the competitive people who make up that field are always looking to improve their performance, from first contact to close. Rate of contact and follow-up. The rate of contact measures the ratio of generated opportunities to total outbound calls. Call tagging. Sales is an incontrovertibly competitive field.

Sales 81

Sales Call Logging CRM Metrics 81

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. can be the breakthrough that call centers need in order to deeply understand customer service journeys.

First call resolution 75

First call resolution Call Center Self service Analytics 75

aircall

MARCH 17, 2021

With the evolution of technology and changes in the marketplace, sales leaders have shifted their thinking about the best ways to leverage sales planning for success. To find out what they are, it’s a simple matter of asking them how they viewed customer service from your contact center. . Leveraging Sales Planning for Success.

Best practices 62

Best practices Sales Contact center software Contact Center 62

Eptica

NOVEMBER 6, 2019

They tell you via contact centers, open-ended answers on surveys and general conversation with your brand. Thanks to technology like Artificial Intelligence (AI) and Text Analytics, there are powerful ways to do this. Ignoring your contact center agents There’s a funny thing that happens as employees rise up the ranks.

Metrics 77

Metrics Best practices Feedback Contact Center 77

aircall

JANUARY 19, 2021

A business phone system is a core component of your communications process, and cloud-based technology has elevated communication capabilities even more. Call tagging: Tag calls to identify the status of an account or bookmark it for any designated purpose. Let’s face it, it’s pretty hard to operate without your phone system.

voip 62

voip Interactive Voice Response Sales Government 62

JustCall

DECEMBER 24, 2022

Apart from enhancing customer service through convenience, omnichannel contact centers also make your brand approachable and readily accessible. Even if you have successfully implemented an omnichannel customer service center, it would fail to yield results if they are not well-integrated or consistent. In Conclusion.

Best practices 52

Best practices Customer Service Customer centricity Self service 52