Customer Service Life

SEPTEMBER 21, 2017

While I’m incredibly proud of the work we did in those early days to deliver awesome customer service, there are also some things, in hindsight, that I’d do differently. First, it can be tricky to staff for different channels because the skills and service level expectations from customers are different.

Customer Service 68

Customer Service voip Metrics Marketing 68

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout.

Best practices 97

Best practices Self service Chatbots Analytics 97

Customer Service Life

SEPTEMBER 22, 2017

One thing that’s really easy to do as a customer service leader is to attend a webinar or read a blog about a hip, new support channel and immediately say, “We should be offering that support channel…” If that sentence ends with “…because everyone else is” let me stop you right there.

Interactive Voice Response 136

Interactive Voice Response outsourcing Service level Marketing 136

Fonolo

FEBRUARY 12, 2019

In fact, a recent survey found that 55% of customers still prefer to talk to a human being over the phone. Of the 55% preferring to speak to a customer service agent, 63% (almost two thirds) prefer call-backs over waiting on hold. How to Efficiently Manage Service Levels with the Right Technology.

Call Center 67

Call Center Service level Contact Center Technology 67

NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses​​.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Fonolo

FEBRUARY 27, 2019

Compare that with a similar chart from the IDC report, “Cloud-Based Application Transform Customer Service” (also in our last round-up post ). How to Efficiently Manage Service Levels with the Right Technology. Join us on Thursday, February 28th at 2:00 PM ET / 11:00 AM PT for the live webinar. Global Outlook.

Call Center 91

Call Center Contact Center Service level Enterprise 91

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

teleopti

JUNE 18, 2019

I don’t mean that they don’t know that your service level goal is 80/20, but they don’t know WHY the goal is set to that. The WFM team might be responsible for meeting an 80/20 service level, but there is no background as to why that number was chosen and how they should be expected to meet it. Why is your QA goal a 92?

Service level 72

Service level Contact Center Morale Metrics 72

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. I n our previous blogs in this series, we explored how Microsoft Teams, when integrated into the Contact Center, helps provide a better experience for the end-customer and how it helps enhance agent productivity. .

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 79

Self service Contact Center Chatbots First call resolution 79

Fonolo

JUNE 12, 2019

According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and. Improving Customer Satisfaction. Who should register: VPs & Directors of Customer Service. VPs & Directors of Customer Experience. The problem with this? Plus so Much More!

Abandon rate 99

Abandon rate Call Center Contact Center Education 99

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Transform the Contact Center with Microsoft Teams (blog series).

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Blog #1 Enhancing the Customer Experience. When properly set up and managed, a complete and comprehensive Knowledge Base can drastically improve overall service levels.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Help Scout

NOVEMBER 12, 2018

Delivering 24-hour customer service is an exciting challenge to solve. It typically means your business is expanding or you are taking on larger customers. Scaling a team to this level comes with some unique considerations that range from cost and location to language and local customer demands.

Customer Service 40

Customer Service outsourcing Morale Customer Care 40

teleopti

AUGUST 13, 2019

Dave Hoekstra of Teleopti outlines 5 reasons to invest in real-time management to balance the workload, achieve service levels and mop-up agent idle time. It is essentially the same thing by using automation to rebalance the workload and achieve customer service expectations while mopping-up employee idle time in one go.

Contact Center 71

Contact Center Chatbots Service level Time management 71

Playvox

JANUARY 12, 2023

While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. Related On-Demand Webinar: Coaching: Tips and Tricks to Make it Effective. Making sure agents work on assigned tasks during their shifts is key to providing the speedy interactions customers demand.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Fonolo

OCTOBER 24, 2019

According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and. Improving Customer Satisfaction. Who should watch: VPs & Directors of Customer Service. VPs & Directors of Customer Experience. The problem with this? Lowering Abandon Rates.

Abandon rate 75

Abandon rate Call Center Contact Center Education 75

Playvox

APRIL 19, 2023

While issues might pop up unexpectedly from time to time, effective time management is a crucial skill that contact center agents can apply to their daily tasks to provide efficient and effective service to customers. Schedule adherence ensures that agents are available when customers need them, providing timely and efficient service.

Time management 56

Time management Contact Center Management Schedule adherence 56

Noble Systems

AUGUST 4, 2020

Added to these are the new challenges brought about by COVID-19 and the additional demands of supporting a remote workforce, providing consistent and exceptional customer service, and addressing business continuity concerns. Register for “Collections After COVID” on Tuesday, August 11: • US – 2:00pm EDT. APAC – 2:00pm AEDT.

Gamification 86

Gamification Analytics Contact Center Coaching 86

Fonolo

APRIL 11, 2019

With these realities in mind, let’s take a look at three proven ways to baby-proof your own contact center by providing exceptional customer experience and keeping the bottom line in mind. How to Reduce Contact Center Costs AND Improve Customer Service. We talk about: How you can save 40% on customer service costs.

Contact Center 87

Contact Center Abandon rate Analytics Call Center 87

Help Scout

NOVEMBER 4, 2018

At Help Scout, we believe in helping people build fulfilling careers in customer service and support. In our “Understanding Customer Service Jobs” posts, we showcase different roles suited to customer service professionals. Writing and improving customer service processes. Alternative titles:

Customer Support 40

Customer Support Technical Support Service level Customer Service 40

Fonolo

OCTOBER 31, 2018

Effect on Customer Service and Call Centers. Two of the technologies that are currently in the “AI” bucket have a direct impact on customer service are ASR (speech recognition) and NLP (natural language processing). Last week we did a webinar on this topic. How to Set a Winning Service Level.

Call Center 105

Call Center Self service Technology industry standards 105

CSM Magazine

JANUARY 25, 2022

In a world where ‘work from anywhere’ has become the norm, how do organisations manage the efficient scheduling and forecasting of their staff while keeping teams connected and meeting service levels? The growth of digital platforms has merely increased complexity but not necessarily for the greater good. About the Author.

Average Handle Time 52

Average Handle Time Analytics Technology Metrics 52

Talkdesk

AUGUST 19, 2015

Here are a few best practices to keep in mind when developing a customer survey that can tap into your customer base’s unique needs: 1. Do you want information about the quality of your product, the delivery process or the service level? Your customers shouldn’t be spending more than five minutes on your survey.

Best practices 68

Best practices Surveys Construction Call Center 68

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. Over time, this evolution will drive the need for more highly skilled agents in order to provide expected service levels.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Playvox

JUNE 7, 2023

A workforce management solution is a must in a successful customer service center. Essentially, you want to analyze historical and current trends to find out how many contact center agents are needed to handle the volume without the customer waiting for long periods of time. Why Do You Need WFM?

Management 52

Management Contact Center Abandon rate Metrics 52

Noble Systems

SEPTEMBER 29, 2020

Workforce Management – WFM includes robust forecasting and staffing management that let you create schedules that put the right resources in the right place at the time, and then tracks schedule adherence so you can make adjustments to meet service level goals. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch.

Management 86

Management Gamification Quality management Schedule adherence 86

teleopti

DECEMBER 16, 2019

As customer experience (CX) continues to take center stage, simplifying customer service for frontline staff and maintaining motivation levels are essential. Give them the technology to organize themselves and delight customers in their own way. Keep WFM easy and personalized. What does 2020 have in store for you?

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

Playvox

NOVEMBER 30, 2022

It has never been more important to tighten current processes and deliver experiences that delight—and keep—customers, while also keeping an eye on efficiency. In the live webinar, Radically Operationalized Capacity Planning , I dive into five strategies for improving how you can better do capacity planning.

Contact Center 82

Contact Center Metrics Management Customer Support 82

Talkdesk

APRIL 8, 2016

Earlier this week, Talkdesk had the pleasure of hosting a live webinar with SpotHero’s resident data expert, Nate Peace. Over the course of the webinar, Nate shared some of the wisdom he has learned as SpotHero’s Support Operations Lead and offered valuable advice to listeners during a lively Q&A session.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

ProProfs Blog

SEPTEMBER 27, 2019

For every $1 you invest in customer experience through help desk and similar platforms, you can reap a return on investment of $3. So it makes sense to leverage on a support desk software to grow your customer experience. After all, you cannot afford bad customer service. Capture customer data. Key Takeaways.

Customer Support 106

Customer Support Metrics Surveys Customer retention 106

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. How to Reduce Contact Center Costs AND Improve Customer Service. The connection?

Call Center 108

Call Center Contact Center Engineering Construction 108

Talkdesk

JULY 5, 2017

Last week, Talkdesk invited the team from Front to co-host a webinar about managing high volumes of customer support. Together, Talkdesk and Front presented five specific tactics that support teams can utilize to increase support efficiency while maintaining a level of personalization that keeps customers engaged.

Customer Support 40

Customer Support Interactive Voice Response Service level Personalization 40

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Read on to find out why a chatbot is the best solution for your customer interaction needs. These solutions are here and they are here to help.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98