IdeasUnlimited

DECEMBER 2, 2021

Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations. It’s important to note that customers might not always contact you via telephone.

Call Center 52

Call Center Telemarketing B2B outsourcing 52

Nicereply

NOVEMBER 24, 2022

You can also outsource some of the work to part-time employees, freelancers, or interns to cut down on costs even further. For example, if you do not need an internal developer but just need a site, taking the cost of developing a website into consideration it almost surely be a better idea to outsource this.

outsourcing 59

outsourcing Entertainment Customer retention Sales 59

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Customer service diminishes. They don’t do anything else except maybe monitor a few calls and give some feedback. It ties up lines and makes the whole center fall behind.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

BlueOcean

FEBRUARY 25, 2019

You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.)

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

aircall

NOVEMBER 2, 2017

Even smooth jazz is preferable to silence, and any effort to entertain callers will be recognized as evidence of your empathy. Convincing more customers to wait longer will certainly improve your abandonment rate, but it may not raise their satisfaction rate. Finally, don’t forget about on-hold music. Let Callers Opt Out.

Abandon rate 85

Abandon rate Abandon Call Entertainment Wait times 85

aircall

NOVEMBER 2, 2017

Even smooth jazz is preferable to silence, and any effort to entertain callers will be recognized as evidence of your empathy. Convincing more customers to wait longer will certainly improve your abandonment rate, but it may not raise their satisfaction rate. Finally, don’t forget about on-hold music. Let Callers Opt Out.

Abandon rate 81

Abandon rate Abandon Call Entertainment Wait times 81

JustCall

MARCH 9, 2023

It is essential to look at the problems at your contact center in a multifaceted way: Issues that employees and staff face Issues that customers face Issues with technology Issues with outsourced services Create a list of all the problems that can compromise the service quality that your contact center provides.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

LiveChat

JANUARY 23, 2020

Outsourced or in-house? Collecting customer feedback. I might be wrong, but I assume a majority of your community members will be people who already use your product or service, at least in the beginning. Chances are, some of the community members know your product or service almost as well as if they worked for you.

Gamification 69

Gamification Feedback Education Entertainment 69

LiveChat

JANUARY 23, 2020

Outsourced or in-house? Collecting customer feedback. I might be wrong, but I assume a majority of your community members will be people who already use your product or service, at least in the beginning. Chances are, some of the community members know your product or service almost as well as if they worked for you.

Gamification 28

Gamification Feedback Education Entertainment 28

Comm100

FEBRUARY 22, 2018

How can two Chatbots with the same range of abilities deliver two completely different customer experiences? Whether you’re designing a Chatbot yourself or outsourcing to a third party, it’s important to know what Chatbot decision trees are, and how you can use them to program your Chatbot successfully. Source: Poncho.

Journey mapping 45

Journey mapping Chatbots Accountability Consulting 45

Comm100

FEBRUARY 22, 2018

How can two Chatbots with the same range of abilities deliver two completely different customer experiences? Whether you’re designing a Chatbot yourself or outsourcing to a third party, it’s important to know what Chatbot decision trees are, and how you can use them to program your Chatbot successfully. Source: Poncho.

Journey mapping 40

Journey mapping Chatbots Accountability Consulting 40

SmartKarrot

OCTOBER 19, 2022

This role involves performing various tasks, including developing business plans, selling services to clients, ensuring timely delivery of services, analyzing client needs and providing feedback, interpreting data, and working closely with the sales team (to develop strategies to sell). Customer Service Management (CSM).

Accountability 10

Accountability Management Healthcare Telecommunications 10