Global Response

MARCH 16, 2023

Probing questions are ones that allow an agent to test hypotheses or troubleshoot with the customer. As a result, they’re more common—and more essential—in help desk or technical support roles. It’s easy to teach, remember, and implement, and it’s clear and concise for the customer.

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

Fonolo

APRIL 16, 2019

And like many others, this meant starting out in a call center, answering the phone calls of helpless software users, as a lowly, humble Technical Support Representative (TSR). . I also wish I had been given the opportunity as an Agent to exercise call-backs with clients. Call center agents of all kinds have a difficult task.

Call Center 108

Call Center Contact Center Engineering Construction 108

ChurnZero

JANUARY 26, 2021

Customer success continues to evolve as a practice within companies that enjoy recurring revenue models. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. .

Management 98

Management Chief Customer Officer Upselling SaaS 98