ViiBE Blog

MAY 4, 2021

If an individual agent’s performance is lagging, you can compare the FCR between your different employees. Here are a few approaches to improving your customer experience: Training your employees effectively and regularly will ensure they are ready to handle any situation. The First Call Resolution rate is crucial.

First call resolution 52

First call resolution Call Center virtual call center call center software 52

aircall

JULY 25, 2017

Additional context like call tags and call recordings are also saved in appended tickets, helping any agent easily resume ongoing correspondences with a customer. The post How iotum Uses Aircall and Desk.com to Foster Complete Customer Conversations appeared first on Customer Experience & Cloud Call Center | Aircall Blog.

Upselling 76

Upselling Sales Call Center Marketing 76

aircall

JUNE 25, 2018

Dangerous driving conditions had forced many Crystal Travel & Tours’ employees to work from home, leaving them disconnected from the hardware-based phone system hosted at company headquarters. Then, once the call is over, all notes and tags they added are synced back to the CRM system along with a full recording.

Morale 59

Morale CRM Call Center Personalization 59

aircall

JANUARY 13, 2023

When comparing Novocall alternatives , you should be asking yourself how different vendors ensure zero downtime during employee training. Entry-Level Features: Mobile app, number porting, automated call distribution, click-to-call, contact tagging. This shouldn’t mean that you have weeks of downtime. Same-day setup .

Sales 62

Sales CRM Morale Interactive Voice Response 62

ViiBE Blog

MAY 31, 2021

Employees are a valuable resource of know-how for company processes and information. Unfortunately, when an employee leaves, this knowledge often leaves with them. In technical roles, knowledge gaps can emerge when knowledgeable employees with decades of experience decide to retire. What are the functions of these employees?

Self service 52

Self service CRM Customer Experience Management 52

ViiBE Blog

MAY 13, 2021

Customer satisfaction is a crucial metric and the priority of every call center employee. Call centers must prepare for disruptions in this relationship by training their employees for service recovery. This focus on video empowers your call agents to communicate with empathy and understand customers’ emotions more accurately.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

ViiBE Blog

JUNE 3, 2021

Just name the ticket and any tags and the call data is automatically integrated into the ticket. Ticketing systems empower customer service representatives to easily and quickly retrieve customer information. ViiBE’s ticketing solution can organize issues with tags, making it easier to track ongoing or reoccurring problems.

CRM 52

CRM First call resolution Call Center Metrics 52

ViiBE Blog

APRIL 26, 2021

Train your employees for customer satisfaction. This reality underscores the need to invest in extensive training for your employees. Knowledgeable employees are a critical resource for any company, but all too often, their knowledge leaves with them. Customer satisfaction should be the number one goal of your contact center.

virtual call center 52

virtual call center call center software Contact Center Call Center 52

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? That amounts to an average of $1,459 per salesperson, which is nearly 20% more than they spend on all other employees. Work with features like insight cards and call tagging.

Best practices 62

Best practices Sales Call Center Coaching 62

JustCall

AUGUST 8, 2023

You must also optimize the product tags and descriptions to continuously improve search relevance based on user behavior. Empower Store Workers with AI: Equip the Frontlines for Success Walmart, a multinational retailer, equips its in-store associates with a voice assistant, Ask Sam.

Chatbots 52

Chatbots Abandon rate Customer centricity Personalization 52

Eptica

OCTOBER 9, 2019

In the United States, activities focus on the theme of Every Experience Counts , looking at the importance of both delivering consistently good service every time, and providing employees with an experience and environment that motivates them to do their best.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. The modern contact center always views AHT in balance with the customer experience and aims for a healthy AHT where well-trained, empowered agents are giving customers complete, thorough answers as efficiently as possible. Employees come first.

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

Nicereply

APRIL 30, 2020

Empower your customer interactions by having a sound CRM system in place. Social Media – Users now openly approach companies by tagging/mentioning on Twitter or Facebook to get solutions. What can you do to empower your customer support? Time is critical when a customer calls for support.

Sales 69

Sales Customer Service Upselling CRM 69

JustCall

APRIL 3, 2024

Provide exceptional service with on-screen scripts and call tagging. In this insightful blog, we explore the key advantages that make cloud telephony solutions a popular choice for SMBs seeking flexibility, scalability, and cost-effectiveness. The system cannot delete terminated employees, causing clutter and potential security risks.

Sales 52

Sales CRM Scripts APIs 52

Comm100

NOVEMBER 5, 2020

It is an agent-facing tool that helps team members quickly answer specific questions about how a product works, a return policy, ongoing promotion, or–on a more personal note– information about employee benefits like health care and PTO (paid time off). Choose your knowledge base type. Gather your content.

Metrics 52

Metrics Customer Service Scripts Surveys 52

GetFeedback

MAY 17, 2019

Most CRMs or survey tools like GetFeedback have an option to add a merge tag , or something similar, that allows you to automate the process. Just as you’re looking to gather information to improve, giving your customer all the information upfront empowers them to make the choice best for them. . Key takeaways.

Surveys 74

Surveys Feedback Personalization 74

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

aircall

NOVEMBER 24, 2021

Mobile-first is growing in popularity among employers because of the benefits employees say it has on their day-to-day responsibilities. Notes and Call Tagging. This feature is a clear way to strengthen a department’s mobile-first sales enablement strategy by letting reps tag calls and take notes. Empowering Sales Reps.

Sales 62

Sales SaaS Analytics Coaching 62

aircall

AUGUST 29, 2022

Find the best call center software to empower your agents so they can perform their best every single day. Other features that can help with productivity include call tagging, filtering, call forwarding, queue management, parallel calls, and advanced analytics. Empowered employees = successful call center.

Call Center 118

Call Center virtual call center call center software Self service 118

ShepHyken

MARCH 13, 2020

Employees can create customized ticket views and also set up filters based on various factors such as status, company name, priority, and type, etc. Automatic ticket trackers such as tags, and labels, etc., Dwayne likes drawing connections between different industries and entities while designing his blogs.

Customer Support 339

Customer Support Customer retention Customer Experience Management 339

ShepHyken

MARCH 13, 2020

Employees can create customized ticket views and also set up filters based on various factors such as status, company name, priority, and type, etc. Automatic ticket trackers such as tags, and labels, etc., Dwayne likes drawing connections between different industries and entities while designing his blogs.

Customer Support 257

Customer Support Customer retention Customer Experience Management 257

ShepHyken

MARCH 13, 2020

Employees can create customized ticket views and also set up filters based on various factors such as status, company name, priority, and type, etc. Automatic ticket trackers such as tags, and labels, etc., Dwayne likes drawing connections between different industries and entities while designing his blogs.

Customer Support 156

Customer Support Customer retention Customer Experience Management 156

Hero Digital

NOVEMBER 12, 2018

As companies focus increased resources on developing frictionless, enjoyable digital experiences for customers, it’s important to remember the digital employee experience as well. Employees seek career development tools, company culture activities, peer connections, support from leadership and ease with completing tasks.

Employee engagement 66

Employee engagement Analytics Banking Personalization 66

ProProfs Blog

DECEMBER 11, 2020

This blog lists 6 impressive strategies that will help you measure your service quality and take your services from ‘mediocre’ to ‘exceptional’. Politeness and knowledge of the employees and the extent to which they can create confidence and trust among the customers. Afterall, can you really improve what you don’t measure?

Metrics 78

Metrics Customer Service Surveys Customer effort 78

aircall

MAY 19, 2017

This article will detail how the combination of empowered salespeople and effective processes (such as click-to-dial) can light a fire under a sales department’s productivity. Employee engagement. Regularly gauging employee satisfaction and engagement is an often neglected in favor of more revenue-driven performance metrics.

Sales 81

Sales Call Logging CRM Metrics 81

AWS Machine Learning

NOVEMBER 22, 2023

Use the “Generative AI” tag as you are browsing the session catalog to find them. Join Swami Sivasubramanian, Vice President of Data and AI at AWS, to discover how you can use your company data to build differentiated generative AI applications and accelerate productivity for employees across your organization.

Engineering 108

Engineering Best practices APIs Government 108

Creative Virtual

APRIL 9, 2020

In this third and final instalment, let’s explore how this technology can be used to deliver a positive employee support experience. Organisations of all sizes and across all industries are being faced with difficult decisions as they work to keep employees safe during the COVID-19 pandemic.

Self service 52

Self service Virtual Agent Chatbots Entertainment 52

aircall

MAY 19, 2017

This article will detail how the combination of empowered salespeople and effective processes (such as click-to-dial) can light a fire under a sales department’s productivity. Employee engagement. Regularly gauging employee satisfaction and engagement is an often neglected in favor of more revenue-driven performance metrics.

Sales 48

Sales Call Logging CRM Metrics 48

Eptica

FEBRUARY 1, 2017

For the benefit of blog readers, can you give us some more detail on what you are seeing happening in the market? The golden triangle of an effective customer relationship rests on customer understanding, employee engagement and technology performance. Eptica: How do digital technologies change consumer behavior?

Technology 58

Technology Multichannel Employee engagement Chatbots 58

JustCall

APRIL 5, 2023

From filtering out inbound calls through call tagging and blocking to setting up drip campaigns that trigger upon satisfying present conditions – you can free up resources that would otherwise be expended in monitoring such activities. And with JustCall, employees can receive calls in any part of the world.

Interactive Voice Response 52

Interactive Voice Response voip Analytics Contact Center 52

Eptica

DECEMBER 12, 2017

As Gartner’s Augie Ray points out in a recent blog , it is all about making a difference. But they want more – if they are to be loyal they want to feel that the brand, and its employees, empathize with their needs and wants. This means empowering them to take the lead and solve customer problems.

Customer centricity 52

Customer centricity Best practices Marketing Sales 52

aircall

JANUARY 19, 2021

In a business sense, an autonomous workplace refers to a workplace where employees have the tools to govern themselves within the parameters given to them by the company. Interviewing and onboard employees. Allows you to route calls to employees that can help the caller immediately. Generating sales. Providing customer support.

voip 62

voip Interactive Voice Response Sales Government 62

aircall

APRIL 22, 2022

Many office phone systems are designed for big companies that have large numbers of employees working in multiple locations. Meanwhile, it will empower every department, whether sales or operations, to work more effectively and provide a stronger customer experience. . Using a cloud-based system, employees can make calls from anywhere.

voip 62

voip Interactive Voice Response Call Center Sales 62

Comm100

NOVEMBER 6, 2017

Facebook is 13 years old, and LinkedIn is almost 15 (not to mention the sites that came before these, like Myspace and blogs that started as early as the late 90’s). This blog post is a compilation of the worst social media customer service and marketing practices, that every successful business needs to avoid. Shift Blame.

Customer Service 59

Customer Service Airlines Accountability Marketing 59

Avaya

JUNE 18, 2018

With Avaya Workforce Optimization, you can safely record, archive, and protect personal data through advanced, 256-compliant encryption, Payment Card Industry Security (PCI), data identification, and tagging and identifying consent/no consent situations. Leverage Data from Customer Interactions.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Pointillist

JULY 5, 2019

But a few days later I posted a photo on social media in which I tagged the resort’s rooftop restaurant and while offering praise for the resort, also commented on how there were no ‘smoke free zones’ anywhere to be found in the resort. I conveniently ignored the email. Overall NPS jumped by 14 points.

Analytics 45

Analytics Feedback Surveys Enterprise 45

aircall

MAY 11, 2017

A call transfer is a juncture at which it’s crucial to the customer experience that team members are empowered to collaborate smoothly. A simple way to take care of after-call work can help representatives feel less stressed, and decrease the chance of employee turnover. Tagging, assigning, and commenting calls. Here’s how.

Interactive Voice Response 91

Interactive Voice Response voip Call Logging First call resolution 91