Callminer

JANUARY 17, 2021

Learn how international contact centres can approach agent management optimisation, procedural improvements and more.

Best practices 345

Best practices Management 345

DMG Consulting

JANUARY 17, 2021

Question: Can you give us some tactical actions that we can take to jumpstart our post-pandemic planning while keeping the continuation of our digital transformation in mind? Answer: The pandemic has accelerated many transformations that needed to happen in enterprises and their front-office servicing departments by as much as 2 – 4 years. Some of the most impactful changes that have been made are: Migration of employees out of the office to work-at-home.

Contact Center 105

Contact Center Self service Enterprise Technology 105

Hodusoft

JANUARY 17, 2021

It is a given that you cannot keep each customer happy and satisfied because they have different expectations and, sometimes, impossible demands. Still, it helps to find out if your business has adopted the right approach to live up to customer expectations when they approach you for customer services. You can maintain records of interactions and improve customers’ experiences by the use of contact center software.

Contact center software 90

Contact center software Contact Center Interactive Voice Response Self service 90

DMG Consulting

JANUARY 17, 2021

Welcoming in 2021, the Year of the Vaccine. Happy New Year! I planned to write a newsletter column about enterprise servicing and investment priorities, but decided to write about innovation and our shared goals as humanity. DMG’s February newsletter will contain the results of the annual survey and the implication of the findings for enterprises. Awe Inspiring Change and Goodness. 2021 started off quietly, with many of us welcoming in the new year from the safety of our homes, but this didn’t l

Government 90

Government Healthcare Consulting Consulting 90

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

JivoChat

JANUARY 17, 2021

Live chat support is the perfect online service tool for customers who want immediate help. In today’s fast-paced digital world, customers want an instant response and swift resolution from a real person. Studies show that 41% of consumers prefer live chat , versus 32% who prefer phone support, 23% who prefer email support, and 3% who prefer social media support.

Best practices 52

Best practices CRM Customer Support Personalization 52

JivoChat

JANUARY 17, 2021

In many ways, contractors have it harder than other types of businesses. Unlike e-commerce brands and brick-and-mortar retailers, contractors don’t make their money from loyal repeat customers. Nor do they generate monthly recurring revenue like the best B2B SaaS brands. Contractors also tend to deal in large, one-off renovations and construction projects with a long-evaluation process and a lot of cash on the line.

Construction 52

Construction Sales Feedback Engineering 52

Altivon

JANUARY 17, 2021

Healthcare IT vendor Allscripts recently faced a significant and costly upgrade for their operating system environment. At the same time, their premise-based contact center system was up for annual maintenance renewal. Allscripts decided to take the opportunity to simplify contact center operations and move to the cloud—a move that was in line with their general commitment to cloud migration.

Healthcare 52

Healthcare contact center solutions Contact Center Enterprise 52

JivoChat

JANUARY 17, 2021

Eight in ten customers say they’re satisfied with live chat. The same proportion of B2B sales teams say account-based marketing (ABM) improves customer lifetime value , while 86% say it boosts win rates and 76% believe it delivers a higher ROI than traditional go-to-market strategies. In other words, customers love live chat, and sales teams love ABM.

Accountability 52

Accountability Sales Upselling Personalization 52

Knowmax

JANUARY 17, 2021

High Costs of a Badly Written Knowledge Base Article.

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Knowmax

JANUARY 17, 2021

Easy 8 steps to create customer service scripts.

Scripts 52

Scripts Customer Service Customer Experience 52