Select VoiceCom Blog

MARCH 1, 2023

With customers worldwide becoming more and more tech-savvy every year, companies are looking for ways to become more reachable, ensuring that their market sees them as dependable brands that can keep up with their demands. Besides availability, customers consider channels in deducing “good customer service.”

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Comm100

NOVEMBER 3, 2016

This frustration can actually do real damage to your bottom line: according to a study conducted in the U.K. , 41% of shoppers have abandoned a purchase due to long wait times, and 86% avoid shops if they perceive the queue to be too long. But during the holiday season, an increase in wait time may be hard to avoid.

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Interactions

APRIL 16, 2024

A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. Failing to invest in customer care risks customers seeking it elsewhere.

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Customer Care Self service Metrics Interactive Voice Response 62

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1

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Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

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Global Response

JANUARY 23, 2023

In this article, we’ll cover both the what and the how—what customer service goals you should be focusing on in 2023 as well as how you can achieve them. A SMART goal is one that is: S pecific M easurable A ttainable R elevant, and T ime-bound Let’s break down each of these attributes with regards to your customer service goals.

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JustCall

MARCH 9, 2023

Providing delightful customer service is as necessary as the quality of your services or products. As per Shep’s ACA 2022 study Top 6 Contact Center Features Every contact center solution provides plenty of features to enhance contact center functionality. 3) What is a power dialer?

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Inbenta

OCTOBER 6, 2022

Key Takeaways: During the pandemic, 53% of customers have made calls/emails to the company as much as 9 times to address their concerns. Automating customer support can reduce business costs by up to 40%. 88% of customers expect businesses to have a self-service channel. What Is Customer Service Automation?

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Callminer

OCTOBER 11, 2018

But if there is a single sore point: it’s the often-ridiculous wait times. Between waiting for the initial answer and getting transferred, the elevator music is anything but calming. The expectation of waiting is so ingrained in our expectations as customers that we are shocked when we don’t have to wait.

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Call Center Metrics Contact Center Wait times 561

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. This can lead to cost savings in staffing expenses.

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call center software Call Center Interactive Voice Response Average Handle Time 98

Hodusoft

SEPTEMBER 20, 2023

But when callers dial your customer service number, only a small fraction of them get to speak with a live agent instantly. The rest have to wait for a while till the ongoing calls end and after that only they can ask their queries or tell their problems to the agent. Here is how a call queue works: 1.

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Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

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TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Slash inbound inquiries with self-service. Identify three to five issues that drive most of your inbound customer contacts.

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Hodusoft

MARCH 30, 2023

Small Business Inbound Call Center Software to Improve Customer Service As a business owner, you must never underestimate the power of your phone system. You will not only need it to make various outgoing calls to your suppliers, business partners, and customers but also to receive incoming calls.

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call center software Call Center Customer Service Interactive Voice Response 52

TechSee

JULY 18, 2019

There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour. You call the customer service number printed clearly on the DVD cover, and your IVR-directed call is picked up by Tier 1 support in less than two minutes.

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Fonolo

MAY 30, 2023

Meeting service level agreements Customers value a fast response when they reach out for customer support. 90% of customers rate an “immediate” response as important when they have a customer service question. 60% of those customers define “immediate” as 10 minutes or less, according to HubSpot.

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contact center workforce Best practices Contact Center Management 106

Netomi

MAY 13, 2022

Today’s customer support professionals have a lot on their plates – from interacting directly with customers and managing a steady stream of support tickets, to creating and updating libraries of self-service content. All this, while under pressure to keep customer satisfaction high and resolution time low.

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Fonolo

OCTOBER 26, 2023

What do customers expect from your customer service department? You would think that it’s hard to make a sweeping generalization about what “all customers” want, especially where customer service is concerned. Let’s take a closer look at what research reveals about customers’ expectations.

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Advertising Feedback Call Center Wait times 81

SmartAction

NOVEMBER 22, 2023

Customers receive fast, accurate responses, reduced misrouting, and reduced wait times. Plus, customers don’t get annoyed by having to repeat themselves. Conversational IVR breaks the mold of the traditional contact center, which focuses on efficiency at the expense of customer service.

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Contact Center Interactive Voice Response Virtual Agent Management 88

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

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Customer Service Personalization Self service Marketing 129

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

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Customer Service Multichannel Chatbots Healthcare 85

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

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call center software Call Center Interactive Voice Response Contact Center 59

Creative Virtual

APRIL 21, 2022

42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences.

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JivoChat

APRIL 5, 2021

Looking to improve customer service for your ecommerce business? We reach out to companies online to find out about products, get an answer to our questions, or solve issues we’re having with their service. In this piece, we’re going to breakdown: What is ecommerce customer service?

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Customer Service Self service CRM Metrics 52

Select VoiceCom Blog

MARCH 16, 2023

Customer service impacts new and existing customers, heavily affecting your business sales. What better way to showcase your unique selling proposition than by offering superb customer service? However, as the world changes, so do standard customer service strategies. million in 2020.

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Customer Service Multi-channel support Chatbots Customer retention 52

Fonolo

FEBRUARY 14, 2023

Call centers must deliver consistent, accurate information, and automation can help meet this goal while improving the customer experience and reducing agent stress. FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout.

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Call Center Contact Center Wait times Chatbots 135

Inbenta

JANUARY 25, 2021

So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business? Customer service goes remote. The same goes for customer service departments, which have had to adapt and send their employees home. That means finding ways to share information and customer data.

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Customer Experience Self service Wait times Chatbots 97

Interactions

MARCH 20, 2019

The first way you can value your customer’s time is by not making them wait in a queue in order to speak to a representative. I n a 2017 survey, Arise found that nearly two-thirds of respondents were only willing to wait 2 minutes or less before hanging up and that more than 13% said no wait time was acceptable.

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Customer Experience Customer Service Customer Care Self service 67

Call Experts

SEPTEMBER 15, 2022

A 24-hour customer service number can be a great asset to any business. It gives customers the confidence and support to call at any time and address their issues promptly and professionally. Today, customer service is a necessity for any business. In this article, we will dive into customer service.

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Customer Service Average Handle Time Customer retention Metrics 52

Callminer

NOVEMBER 18, 2020

If you wouldn’t do that in front of your mom, you shouldn’t do that while on the phone with your customer. We train our customer service reps to avoid playing off the caller’s emotions…”. You have to have grace under fire in any customer service position, but especially when you only have voice at your disposal.

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Contact Center Call Center Gamification Wait times 345

8x8

JULY 3, 2018

One recent study published by Marketing Week revealed that 75% of companies acknowledge that customer experience (CX) is of increasing strategic importance. Yet only 24% said that customer experience is fully embedded in their organization. Often, whoever gets to the phone first is the front line for customer service.

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Netomi

AUGUST 31, 2022

At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business. What is a customer service KPI dashboard?

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Metrics Customer Service Virtual Agent Average Handle Time 75

ProProfs Blog

JANUARY 7, 2020

Improved customer service. But the one thing that the majority of customers will remember in all likelihood is the direct interaction they had with your business. . Your customer service team, of course! Great Customer Service Can Be an Asset to Your Business. Customer service is no rocket science.

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Fonolo

JUNE 22, 2023

Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. This tool gathers customer information and guides callers into the proper phone channels to be connected to an appropriate agent. So, we understand IVRs.

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Interactive Voice Response Abandon rate Self service Call Center 91

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Call center optimization helps enhance the customer experience (CX) and acts as the linchpin in the relationship between a business and its customers. Hold queues and smart call routing play a pivotal role.

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Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 All this makes providing the very best customer service in government no easy feat. Chapter 2: The state of customer service in government today.

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Government Best practices Customer Service Chatbots 76

aircall

DECEMBER 23, 2016

Some companies consider customer service to be mere damage-control at best, and a cost center at worst. However, providing poor customer service is no longer an option, regardless of the quality and price of your product or service. The perils of poor customer service. Your service = your brand.

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Customer Service Wait times Brand ambassadors Customer retention 87