3CLogic

AUGUST 3, 2021

To keep up with the digital competition and deliver an exceptional customer experience , contact centers must reduce their caller’s average time in queue. Failing to do so could result in a series of business challenges including lost sales, diminished customer loyalty, and damaged employee morale.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Kayako

SEPTEMBER 8, 2015

Often, a customer will not know whether the person they’re speaking to on the phone is a success associate or a support agent – they just care about getting their issue sorted. Job titles mean more to the employees than they do to the customers. The Customer Advocate. We really like the title Customer Advocate.

Engineering 95

Engineering Morale Accountability Customer Support 95

Kayako

MARCH 9, 2017

For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Train customers through webinars. Here are their great insights.

Customer Service 71

Customer Service Engineering Coaching Self service 71

GetFeedback

APRIL 24, 2019

Others aren’t clear on how CX differs from more traditional customer support initiatives. You’re not the only one at your organization who cares about providing customers with a great experience. Those in Product, Engineering, Marketing, and Sales all want happy, loyal customers that love the overall experience.

Morale 68

Morale Surveys Metrics Customer effort 68

Talkdesk

MARCH 30, 2017

How the customer views the individual customer service representative is the way they’ll view the company as a whole. The best companies realize that they can reverse engineer this process and take care of their customers by taking care of their customer service representatives. Give them the best tools.

Customer Service 40

Customer Service Morale Advertising Call Center 40

IdeasUnlimited

JANUARY 6, 2021

Propelling this explosive growth are the twin engines of an exceptional product and 24/7 customer service through IdeasUnlimited. Customers could thus reach out and obtain help at all hours of the day. Enhancing Value through Customer Service. Multilingual support. Billing support. Technical support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

IdeasUnlimited

JANUARY 6, 2021

Propelling this explosive growth are the twin engines of an exceptional product and 24/7 customer service through IdeasUnlimited. Customers could thus reach out and obtain help at all hours of the day. Enhancing Value through Customer Service. Multilingual support. Billing support. Technical support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

Back Office Centers

DECEMBER 28, 2023

A company’s engine room and back office run similarly. In the same way that a broken engine won’t start a car, poor back office administration will stop a business from running efficiently. This results in increased employee morale and a better return on investment.

outsourcing 40

outsourcing Finance Real estate Accountability 40

Quiq

MAY 26, 2022

This leads to long wait times to chat with an agent or ineffective chatbots that are little more than glorified FAQ search engines. The moral of the story? Don’t prioritize new channels over customer service. Pick the right channels for your customers.

Self service 67

Self service Morale Surveys Customer Service 67

JustCall

APRIL 5, 2023

API and Webhook access is available for Premium and Custom plans. Further, businesses that find their preferred integration missing can contact the JustCall engineering team to request a new integration. Drop a message to JustCall engineers with your request and they will make it happen.

call center software 52

call center software Call Center Interactive Voice Response Enterprise 52

Enghouse Interactive

OCTOBER 12, 2021

Enhance internal communications, provide front-line staff with instantaneous access to SME’s, decision-makers, back-office staff, support teams, engineers so that the right people can be quickly contacted to help resolve customer issues. Empower staff to go beyond the “norm”.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Quiq

MAY 26, 2022

This leads to long wait times to chat with an agent or ineffective chatbots that are little more than glorified FAQ search engines. The moral of the story? Don’t prioritize new channels over customer service. Pick the right channels for your customers.

Self service 52

Self service Morale Surveys Customer Service 52

Back Office Centers

SEPTEMBER 12, 2023

Similar to how a car won’t start if its engines aren’t operating properly, a business won’t function well if the back office is mismanaged. Customer satisfaction increases when IT or tech support is outsourced to back office outsourcing services, which also frees up staff from many duties.

outsourcing 66

outsourcing Finance Accountability Consulting 66

SmartKarrot

OCTOBER 26, 2021

Ensure that the Solutions and services team is fully enabled and leverages all product capabilities on customer deployments. Manage, forecast, and monitor resource capacity and utilization, staffing appropriately all customer engagements. Assist Customer Support team when needed – ad hoc. Apply here: [link].

Morale 19

Morale Education Accountability Customer centricity 19

aircall

JANUARY 11, 2017

Interactive Voice Recognition: IVR lets customers interact with an automated voice system tailored to their needs in order to perform a specific task. A Pew Internet study shows that 92% of people use search engines to find information on the web. Rescue your support agents. Let’s try to convince you as well.

Self service 81

Self service CRM voip First call resolution 81

Kayako

MARCH 21, 2017

According to the customer quotient study , technology has the third highest rating for industries where customers feel respected. That means your customers come in expecting a high-level of competence and service ability from the agent. That’s a lot of pressure for a customer support agent! Donald Porter.

Education 84

Education Best practices Feedback Personalization 84

Squelch

DECEMBER 19, 2019

How did you get started in customer service and support? I want to be in customer support.”. For me, the path to support was through training. Given the typical focus on the negative that you described, what strategies do you use to celebrate successes and keep employee morale high?

Coaching 52

Coaching Customer Service Finance outsourcing 52

Stratifyd

MARCH 19, 2019

In Part I of this series, we introduced Stratifyd’s Lead QA Engineer, Clay Raynor, and touched on our commitment to high quality standards. Now let’s take a look at what quality assurance is in the tech space and why it’s important for a positive customer experience. The moral of the story is: QA = happy customers.

Interactive Voice Response 9

Interactive Voice Response Morale Banking Engineering 9

Comm100

OCTOBER 17, 2017

Encourage forwarding both positive and negative feedback so that your teams can work out the kinks in your operation, while also receiving a morale boost. Customers love to know that you are listening – it lets them know that their satisfaction really is your top priority. Win New Fans.

Customer Service 52

Customer Service Customer Care Feedback Surveys 52