JustCall

AUGUST 8, 2023

Service industries across the world are facing an AI and automation overhaul. Contact centers are a great example of how technology can be used to make jobs more efficient. Previously, contact center agents had to physically dial multiple numbers every day. Thus, fostering customer loyalty and satisfaction.

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Contact Center Interactive Voice Response Customer Service Virtual Agent 52

Hodusoft

OCTOBER 19, 2022

5 Reasons Why Financial Institutions Must Invest In Contact Center Software Financial businesses, like banks and insurance companies, deal with people’s money. Today, finance contact center software is one of the best ways for financial institutions to keep tabs on their customers and earn their trust.

Contact center software 52

Contact center software Contact Center Finance Abandon rate 52

Fonolo

APRIL 6, 2020

The Best Apps for Virtual Contact Center Teams. We’re going to walk you through some of the best remote contact center technology and apps to use for your business and remote teams. HubSpot is one of the leading players in the contact call center space and is one of the best CRM systems for most businesses.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

Mindtouch

OCTOBER 23, 2017

As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. The most striking evidence of the self-service trend is consumer preferences. Renewals and upsells matter more.

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Self service Upselling SaaS Customer Support 65

Calltools

OCTOBER 19, 2022

The holiday season — less than seven weeks away now — is almost always the busiest time of the year for contact centers. This year will likely be the same, so contact center managers must prepare for the holiday rush. Follow these nine holiday contact center tips! Train Contact Center Agents.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Fonolo

SEPTEMBER 19, 2019

It’s just a matter of encouraging service reps to push your products or services aggressively. That is not to say that cross-selling or upselling isn’t a huge opportunity for your company. Let’s take a look at three techniques and tips your customer service agents can use to drive upsells and cross-sell while on the front lines.

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Upselling Customer Service Airlines Call Center 96

TechSee

MARCH 30, 2021

New thinking is pointing to another area of focus for boosting sales: Customer Service. Contact center agents and field service technicians are probably the best placed salespeople within the organization. And research shows that upselling increases revenue by 10-30% on average. What is Visual Assistance?

Customer Service 109

Customer Service Upselling Self service Contact Center 109

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

TechSee

MAY 24, 2021

This technology delivers the capability to provide practical help, build relationships with customers, and generate more revenue via the contact center, field services, and self-service. Turn a profit from upsells. And research shows that upselling increases revenue by 10-30% on average.

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Upselling Self service Wireless Contact Center 124

TechSee

SEPTEMBER 21, 2023

Sophie’s Hub and Spoke Design The Sophie AI Brain Sophie AI is a centralized, multisensory brain that powers multiple service applications across the enterprise. Sophie AI Assistant Sophie AI Assistant provides contact center agents and field service engineers with multisensory guidance for any issue they may face.

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Engineering Enterprise Chatbots Self service 109

TechSee

JUNE 23, 2021

Beyond using the tool to help them ‘see what their customers see,’ they could leverage the collected visual data to take their customer service to the next level. Using computer vision, they could give ‘smart eyes’ to their self-service tools that tended to fail. To see EVE Cortex in action, click here.

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Self service Enterprise Upselling Technology 168

TechSee

MAY 29, 2018

They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls. The following article is the introduction to our contact center KPIs on visual support series. The post How will Visual Engagement Impact Your Contact Center?

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

Transparent BPO

AUGUST 20, 2019

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

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. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

SmartAction

DECEMBER 8, 2023

In the heart of the city stood a bustling contact center, a hub of endless calls and queries. This was where Alex, a visionary contact center manager, worked tirelessly to improve efficiency and customer satisfaction. If you want to build an efficient and effective contact center, we can help.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

TechSee

MARCH 1, 2021

” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level. When he’s not to profit centers.

Sales 124

Sales Technology Customer Service Chatbots 124

TechSee

FEBRUARY 23, 2021

By contrast, service providers who succeed in making the transition as seamless as possible can use the 3G sunsetting as an opportunity to upsell and remove barriers to broader adoption of home automation technology. Truck rolling the upgrade is not feasible.

Self service 109

Self service Wireless Contact Center Government 109

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. They can also access customer history, account information and product lists to personalize service or offer upsells. People love using chatbots for simple tasks.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

TechSee

JUNE 1, 2021

Visual assistance transforms a self-service channel like web, chat, or online video tutorials into a visual, interactive, and personalized experience, allowing freelancers to resolve issues by themselves without the need to contact the brand’s support center. Solution: Boost product registration.

Customer Service 109

Customer Service Upselling outsourcing Self service 109

Interactions

JUNE 24, 2022

Handle product support inquiries and increase upsell opportunities. With technology taking the lead and customers being able to complete tasks through self-service, the usual pain points we all despise like long wait times, multiple transfers, and figuring out incorrect information will be eliminated.

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Wait times Self service Upselling Accountability 62

Babelforce

APRIL 7, 2022

In this post: Your call center solutions should…. handle more than just calls integrate easily with surrounding tools enable self-service as standard make outbound easy be context-aware. What should your call center solution achieve? It should enable self-service as standard. What’s the benefit?

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call center solutions Call Center Self service call center software 52

Global Response

DECEMBER 23, 2022

Our favorite call center software platforms include: Five9 Genesys Zendesk LiveAgent Platforms can provide basic solutions with call center software —allowing agents to handle inbound and outbound voice calls—or can provide robust contact center solutions for omnichannel support with AI assistance, knowledge bases, and more.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. Embracing technology provides BPO with the opportunity to own the automated self service part of the process.

Call Center 139

Call Center Technology outsourcing Self service 139

TechSee

MARCH 24, 2021

This maturity improves their level of service, enhances the customer and employee experience, optimizes costs, and generates revenues from upsells. The contact center agent or remote expert can see what the customer is seeing in order to provide live assistance and guidance. But where should organizations begin?

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Self service Upselling Chatbots Contact Center 109

Contact Center Pipeline

JUNE 30, 2016

Wondering what your fellow contact center professionals were reading about in June? Study Finds Digital […].

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Upselling Analytics Contact Center Self service 100

TechSee

JULY 17, 2018

Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. . A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities. Self Service.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

EPIC Connections

SEPTEMBER 10, 2018

Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. The implementation process is a metamorphosis that takes a cloud contact center technology platform and transforms it into the right solution for your company. Service Level Objectives.

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Cloud contact Contact Center Call flow Best practices 33

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. service contracts . Investing in the post-sale relationship has been proven to boost brand loyalty and drive more significant follow-up revenues.

Technical Support 191

Technical Support Sales Upselling Technology 191

Global Response

JULY 17, 2023

Creating additional self-service options. Self-service is much more efficient than requiring human agents to manage every interaction. After all, a self-service solution can serve a near-infinite number of customers at once, speeding up processes and reducing time to service for customers.

Call Center 62

Call Center outsourcing Upselling Self service 62

Babelforce

APRIL 6, 2022

In this post: What we mean when we talk about KYC Know Your Customer is easy to set up KYC is the first step in personalized service How KYC benefits the contact center Next steps for better KYC. This could be by delivering personalized self-service options through an IVR. 4 Personalized self-service.

Self service 52

Self service Interactive Voice Response CRM Call Center 52

Babelforce

OCTOBER 20, 2021

APIs make that happen, which benefits customers by enabling functions like simple self-service. In most contact centers, agents spend as much as 40% of their time on basic and repetitive tasks. Reducing this obviously improves contact center efficiency and has also been shown to improve agent performance and retention. .

APIs 52

APIs Airlines Contact Center Upselling 52

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022.

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Feedback Consulting Consulting Enterprise 83

SmartAction

JUNE 9, 2023

Let’s explore this growing technology by understanding what it truly is, reviewing some examples of its applications, diving into its inner workings, and highlighting the associated benefits and challenges businesses and contact centers should consider. Table of Contents What is Conversational AI?

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

NobelBiz

SEPTEMBER 26, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz If you’re planning to step up your customer service and loyalty as a call center, we highly recommend this podcast episode: Master Call Center Customer Service in the Digital Age, with Jim Iyoob.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. And that’s especially true today when in-person shopping is limited, and people mostly interact with service providers on digital platforms.

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Average Handle Time First call resolution Technical Support Technology 109

Netomi

MARCH 24, 2023

Top-performing conversational AI platforms have a core comprised of three main components: Quality Customer Experience A quality customer experience means removing friction from the customer journey so that quick resolutions, short wait times, and customer self-service across all channels are achieved.

Chatbots 52

Chatbots Abandon rate Contact Center Upselling 52

Babelforce

APRIL 21, 2021

This article will explore seven strategies top contact centers are already using to make life easier for staff. How to make life easier for call center agents. #1 So offering opportunities for collaboration at your call center should improve employee retention. 5 Help call center agents authenticate callers. . #5

Call Center 52

Call Center Contact Center Interactive Voice Response CRM 52