TechSee

SEPTEMBER 7, 2021

Traditionally, companies have onboarded and trained new agents and technicians using one-on-one coaching or classroom-style role-playing. Visual assistance technology can also be used beyond remote support cases to enable field technicians to offer customers post-sales upsells such as: extended warranties. Onboarding & Training.

Technical Support 191

Technical Support Sales Upselling Technology 191

Fonolo

OCTOBER 4, 2022

Skills-based call routing sounds super technical! Picture this: Y ou’re the coach of a soccer team. In this case, the call would be routed to technical support. While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. Still with me? Say a customer would like to upgrade their package.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

24-7 InTouch

AUGUST 23, 2022

Performance evaluations drive agent coaching to ensure customers are always receiving a personalized, memorable interaction. . Customer support after a peak season is just as critical as during the initial rush, as customer inquiries about returns, shipping statuses and technical support increase at this time.

Interactive Voice Response 52

Interactive Voice Response Technical Support Coaching Customer Care 52

DMG Consulting

OCTOBER 6, 2023

Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

Nicereply

JUNE 21, 2021

Early in my technical support career, a customer asked me about an unusual upgrade path. As a leader, coaching people to speak up and then acting on what they say will give them confidence in their skills to help your customers thrive. Can’t remember the name of a band? Staying Mentally Strong.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

JustCall

APRIL 3, 2023

By coaching agents to provide the best customer experience, companies can leverage inbound calls to nurture leads, build brand loyalty and increase customer retention. If your team is facing difficulty coping with the volume of technical support and customer service call, it’s time to invest in an inbound call strategy.

Inbound sales 40

Inbound sales Telemarketing Technical Support Contact Center 40

TeamSupport

JANUARY 12, 2021

Make efforts to capture and learn from customer interactions an imperative to driving Support efficiency. Expand efforts to build customer proficiency through training, coaching and skills development. Overall support demand grew by 10.6%

B2B 86

B2B Customer Support Technical Support Coaching 86

Toister Performance Solutions

NOVEMBER 30, 2017

I placed a frantic call to technical support. The technical support rep must have been super empowered. She skipped all of the usual items on the support checklist ("Yes, I've tried rebooting my computer.") Most technical support interactions start with some form of distress. Here are a few steps.

Customer Support 80

Customer Support Technical Support Self service Coaching 80

Expivia

JULY 19, 2023

Quantifying effort was relatively straightforward – it’s about showing up consistently, being open to coaching, and demonstrating commitment to improving. Meanwhile, a technical support center might value problem-solving and patience , whereas an outbound center might emphasize resilience and results.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

Fonolo

APRIL 29, 2021

They manage everything from technical support to complaints to order processing and everything in between. Here are some other call center roles you may consider hiring: Trainers/coaches. IT support. Your directives will help you determine the appropriate operation for your business. Inbound call centers.

Call Center 128

Call Center outsourcing CRM Technical Support 128

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Quality Contact Solutions

MAY 4, 2021

Here are seven inbound call center outsourcing tips for finding the right partner to support your business. Is it a sales call, customer service, or a technical support call? Is there a need for multi-language support? Are email, text, and chat support required now or in the future? Why do they call?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Sykes

JUNE 13, 2017

Today, customer facing activities such as customer service, order management, and technical support are more important than ever. An outsourced technical support partner is free from an internal team’s inherent bias or assumptions. Ease your pain. Ease your mind.

outsourcing 66

outsourcing Management Technical Support Contact Center 66

CSM Magazine

AUGUST 31, 2023

Inbound call centers are responsible for handling a variety of customer inquiries, such as technical support, billing questions, order processing, and general customer service. An inbound call center is a type of customer service center where agents receive incoming calls from customers who need assistance with a product or service.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

Call Experts

JULY 27, 2023

Telecommunications The telecommunications industry heavily relies on customer service call centers to handle billing inquiries, technical support, service activations, and service disruptions. Ask about their hiring criteria, training protocols, ongoing performance monitoring, and coaching practices.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

CX Accelerator

JANUARY 16, 2020

As serial entrepreneur (and coach to many other entrepreneurs) Andy Bailey says, “‘A’ players will not play with ‘C’ players for long.” Having spent the first decade of this career managing a complex technical support environment, Nate transitioned to Customer Experience 2015 and is loving every minute of it.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

CX Accelerator

JANUARY 16, 2020

As serial entrepreneur (and coach to many other entrepreneurs) Andy Bailey says, “‘A’ players will not play with ‘C’ players for long.” Having spent the first decade of this career managing a complex technical support environment, Nate transitioned to Customer Experience 2015 and is loving every minute of it.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

Global Response

JUNE 27, 2023

We also provide expansive coaching and training in both customer service and experience as well as more specialized skills such as back-office operations, product knowledge and technical support.

Call Center 62

Call Center outsourcing Advertising Coaching 62

TeamSupport

JANUARY 26, 2021

With nearly a third (32%) of support demand stemming from questions related to installation, configuration, or setup, companies have an immense opportunity to reduce this demand through onboarding and training. Provide in-product access to support resources including self-help materials and assisted expertise.

B2B 64

B2B Customer Support Technical Support Coaching 64

Global Response

MAY 22, 2023

Typically, these call centers focus on one of the following areas: customer service or support help desk services technical support order taking Inbound call centers vary in cost depending on the services needed and the location of the call center—for example, nearshoring is an affordable alternative compared to domestic call centers.

Call Center 62

Call Center outsourcing Benchmark Metrics 62

24-7 InTouch

MAY 11, 2021

Technical support, back office support, and functions like Quality Assurance , are often outsourced to an offshore location, gaining not only cost savings, but also access to the right employee skill set and expertise. .

Customer Care 52

Customer Care outsourcing Technical Support Contact Center 52

JustCall

APRIL 3, 2023

Inbound call centers can be set up for a variety of purposes, such as driving inbound customer calls, providing excellent customer service, offering accurate technical support, driving ongoing sales, and so on. As a result, agents are trained to troubleshoot technical issues and provide solutions.

Call Center 40

Call Center call center solutions Average Handle Time Technical Support 40

Up Your Service

OCTOBER 19, 2015

Standards are also commonly applied to technical support roles and shared services. For example, establishing expected follow-up time and communications format when an IT department responds to a technical support call. Focus coaching and recognition on these key areas and ideas. Look beyond the standards.

Technical Support 106

Technical Support Education Scripts Benchmark 106

Quality Contact Solutions

JULY 19, 2018

QCS has 70+ employees working on behalf of this client on a daily basis, including outbound sales, inbound sales, inbound customer service and inbound technical support. In addition, the team has 3 full-time supervisors that coach, develop, and provide feedback to the team on a daily basis.

Telemarketing 63

Telemarketing Inbound sales Outbound sales outsourcing 63

CSM Magazine

AUGUST 25, 2021

They should tread cautiously, however, before inserting technological layers between their customers and the human experts hired to support them. Lance Rosenzweig is CEO of Support.com , a leader in customer and technical support solutions delivered by home-based employees. About the Author.

Technology 52

Technology Chatbots Technical Support Government 52

Nicereply

FEBRUARY 22, 2023

I started browsing technical support roles on Craigslist and Indeed and eventually found a part-time ecommerce support role. The hours were 3 pm to midnight, and it included handling phone support, live chats, and email. They took the time to onboard me to the world of SaaS and technical / customer support.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

SmartKarrot

NOVEMBER 14, 2022

As a Director of Customer Success, you will create efficient processes for managing all pre- post-sales technical support; including phone & e-mail support, lab-based troubleshooting, knowledge database, and interface with CRM. This includes day-to-day management/coaching, career development/pathing and team structuring.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SharpenCX

MAY 11, 2021

Supervisors should have 1:1 touch bases with agents everyday including one 30-60 minute video QA coaching session and one 15 minute video checking ‘their pulse.’ Provide technical support for home infrastructure. Be hypervigilant in engaging with your agents everyday. How are they doing and how you can help?

Call Center 67

Call Center Consulting Consulting Contact Center 67

NICE inContact

DECEMBER 12, 2016

As supervisors and managers, it is our jobs to coach and support agents through customer interactions. Since providing technical support most consumes agents’ time , they must have real-time access to the data and tools needed to quickly and efficiently handle the interaction.

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

SmartKarrot

NOVEMBER 29, 2022

Hire, enable, coach, and develop your team of high-performing CSMs to align with individual, team, and company goals. You will take care of the daily management, including coaching & developing the team. Create and improve policies and procedures that optimize the customer experience. Apply here: [link] .

Coaching 19

Coaching Technical Support Accountability Engineering 19

COPC

JULY 5, 2017

s resident expert on recruiting, hiring, training and coaching for call centers and CX operations. There are more technical support positions now for all types of products and services as compared to years ago when most technology agents were focused on computers, printers or big household appliances.

Coaching 40

Coaching Scripts Call Center Technical Support 40

SmartKarrot

APRIL 21, 2022

Deliver world-class technical support through phone, email, chat, and self-service help center content to drive exceptional customer satisfaction (CSAT). Provide mentorship and coaching to the team regarding best practices for delighting enterprise-level customers.

Coaching 19

Coaching Technical Support Education Self service 19

SmartKarrot

JUNE 22, 2022

Deliver world-class technical support through phone, email, chat, and self-service help center content to drive exceptional customer satisfaction (CSAT). Provide mentorship and coaching to the team regarding best practices for delighting enterprise-level customers. Measure and improve customer success KPIs.

Technical Support 19

Technical Support Accountability Coaching Sales 19

CSM Magazine

FEBRUARY 18, 2020

For example, it is taking centre stage in businesses where customers have the tools to deal with product/service enquiries, provide technical support, or assist in refunds/cancellations. However, GigCX need not just be confined to the areas of customer support.

Customer Service 59

Customer Service Technical Support outsourcing Coaching 59

SmartKarrot

NOVEMBER 22, 2021

Provide high-level technical support to customers and collaborate with Support to escalate and resolve complex customer issues. Work closely with the Sales team and regional Heads of Client Services to identify the right partners to successfully support the new business pipeline.

Real estate 19

Real estate Technical Support Consulting Consulting 19

SmartKarrot

DECEMBER 14, 2022

Coach, manage, and grow the Customer Success team as they scale. Work with the Customer Support leader to build a successful support function that works hand-in-hand with the Success team. manage the technical support team. manage the account management team, driving customer engagement and subscription renewals.

Customer advocacy 19

Customer advocacy Technical Support Benchmark Coaching 19

SmartKarrot

JANUARY 18, 2023

Role: Customer Success Manager Location: Nottingham, England, United Kingdom (Hybrid) Organization: Pacvue As a Customer Success Manager, you will make customers successful by providing high-quality technical support and service. Foster account growth/expansion via new products and markets.

Education 19

Education Revenue potential Technical Support Accountability 19