Wed.Aug 05, 2020

The Challenges of Managing Remote Call Center Agents


The number of remote workers has skyrocketed over the last few months as the COVID-19 pandemic forces companies to adapt. Some industries report that 58% of employees currently work remotely. Remote work offers some benefits. You may discover that your call center saves money by moving agents off-site. Depending on your future plans, you might even find that you can lower the costs of real estate, utilities, and other necessities.

How to Avoid Roadblocks to Great Customer Service


What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? It’s easy to ask yourself these questions and self-diagnose your organization, but have you ever asked your people? That’s exactly what my friend and client, Diane Kniowski, did. Diane is president and regional general manager at Univision.

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5 Telltale Signs that Your Business Needs an Efficient Ticketing System

Wowdesk Blog

If you are a business owner who has to tackle the hoard of emails and customer issues, you might have wished for an easy & less time-consuming solution to it. Well, the solution is the ticket system software. . A support ticket system is a software that supports queries with regards to emails smartly and efficiently. The ticketing system manages service by incorporating: Multiple users log in . Inventory tracking. List manipulation. Customized ticket browsing facility.

21st Century Banking: Where we’re going, we don’t need branches

Hero Digital

What was once expected to be a multi-year process has now taken place in months or even weeks. And now that customers have made the transition, many say they may never visit a bank branch again. If we project this trend forward into the future, banks will need to find new ways to remain relevant to their customers, even as customers come to believe they need banks less.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Engaging Customers During COVID-19: How to Cut Through the Noise


Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. . This alone should be reason enough to take a second look at your digital engagement efforts.

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21st Century Banking: Where we’re going, we don’t need branches

Hero Digital

What was once expected to be a multi-year process has now taken place in months or even weeks. And now that customers have made the transition, many say they may never visit a bank branch again.

How To Improve Employee Efficiency At Work


As industries across the board are navigating the transition to remote and asynchronous work, we turn again to the perpetual question: are employees less efficient working from home ? And if the answer is yes, how can employee efficiency be improved in 2020? knowledge management

Excel Customer Support With Ameyo: New Product Updates


Being a trusted customer engagement software provider, Ameyo believes that businesses should focus on easing customer engagement journeys while also ensuring hassle-free customer interactions. This is utmost important.

6 Tips for Working Remotely While Living Abroad


After over 10 years in the software startup scene and a great start at UJET in its San Francisco headquarters for a year and a half, I had the opportunity to move to Europe. Now after being in Munich for almost two years, I’ve had time to reflect on the benefits, drawbacks, and lessons learned about working remotely while living abroad. While I could go on and on about personal growth, many of the same lessons and insights I’ve gained personally have also benefited me professionally.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

What's The Difference Between Digital Experience and Customer Experience?


Simplifying CX YouTube series episode on the difference between digital experience and customer experience. Videos

Part 2: Taking “On-hold” Out of B2B Customer Support

Team Support

In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. Now in Part 2 of this series, we’ll explore one way that customers can speed up the time to ticket resolution with live chat. Let’s Chat! It’s no secret that more B2B customers are using live chat than ever before.

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7 Ways RPAs Make Contact Centers More Efficient


For any company with a contact center, the words robotic process automation (RPA) may sound like replacing the human contacts with computer programs. But that is nowhere near the case. Customer Experience CX Culture Trends CX

How to Use SMS as an IVR Alternative


You can reduce long hold times and improve customer experience by using SMS as an IVR alternative. Problem Snapshot COVID-19 has created an increase in inbound call volume at a time when agent staffing may not be up to par. For companies who also handle outbound engagement, this creates an even greater challenge as blended […]. The post How to Use SMS as an IVR Alternative appeared first on Livevox. Inbound IVR Functionality

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How to Earn and Build Customer Loyalty


Missed calls are like an airline missing passengers’ bags, a mail-man losing letters, or a restaurant missing your order. Learn to retain loyal customers. The post How to Earn and Build Customer Loyalty appeared first on AnswerConnect Blog.

Why (and How) Financial Services Should Grow Share of Wallet


Financial services brands are facing more complex challenges than ever before, especially when it comes to customer experience (CX) and sparking business growth. Additionally, the added stress of COVID-19 makes finance an even more sensitive topic for customers than usual, making the experiences brands provide even higher risk. .

A Blended Workforce for Customer Service

Working Solutions

Working Solutions chief executive Kim Houlne addresses the value of a blended workforce of in-office and remote customer service during the pandemic and its aftermath. In her piece, How to Make Work Work Again in Contact Center Pipeline, Kim outlines several aspects to consider now and going forward. They are: A flexible network that spans […]. Call Center Outsourcing

“Next!” Top 5 Tips to Reduce Customer Service Wait Time


Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. On the surface, these ‘lost’ customer engagements may not seem especially important, but their impact can go far beyond slight frustration. If a customer’s issue is not resolved and their voice is not heard, customer retention is at risk.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Town Hall considers customer satisfaction & engagement


On Thursday, August 13, Resort Trades magazine is hosting the third interactive town hall. The focus of this event is to assist resort operators to maintain communications with owners to increase customer satisfaction and engagement. A registration form for the free event, videos of past events, and current updates about the session are available at […]. The post Town Hall considers customer satisfaction & engagement appeared first on CustomerCount.

What Is Automatic Call Distributor System: ACD Meaning and Benefits


Customer service is all about the 2 Qs - Quality and Quantity. Quantity as to how many calls you attend. And Quality is how well you attend. But oftentimes, when support agents are flooded with calls, the quality sinks. To avoid this, you must ensure you have the right technology at hand to efficiently handle the incoming surge of calls on time. So, this is where an automatic call distributor (ACD) system comes in. So, let us first know what actually an automatic call distributor system is.

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Reimagining Women in Tech: How Diversity Drives Innovation


With only 1 in 4 computer-related jobs held by women, they remain woefully under-represented in the technology industry, especially in leadership roles, but the diversity of experience and perspective that women bring to the field can serve as a catalyst for tech innovation and enhanced profitability.

14 Best Sales Tools to Build the Ultimate Sales Toolkit


Sales tools are a necessary investment. To succeed in sales, you've ought to work smarter over harder. Having a team of proficient sales reps is a big advantage. But that does not discount the need for tools that make your job efficient and easier. In this blog, we will take a look at all the important sales tools that will help your team step-up their sales efforts. Building a stack of tools can be a daunting task. After all, there is no dearth of sales tools out there.

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The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

AI to the Rescue: First Aid for Busy Contact Centres in Local Government

CSM Magazine

Can Artificial Intelligence (AI) really deflect calls away from the contact centre? This is the question many local government organisations are asking as they strive to serve the community at reduced cost. Henry Jinman of EBI.AI outlines 7 reasons why conversational AI holds the answer. . Research suggests that the majority of calls coming into local government contact centres are about revenues and benefits, waste and recycling, planning and highways.

Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place


Date: Wednesday, August 5, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place. Published on: August 05, 2020. Author: Anne-Merete Jensen - Senior Business Consultant It’s essential that businesses are ready for changing customer needs as we inch our way out of pandemic lockdowns and move closer to Peak.

Five Essential Tools for Better Customer Service

CSM Magazine

Amazon’s CEO Jeff Bezos believes the customer is king. That belief has propelled what essentially started as an online book store into a trillion-dollar business – the first in history. But customer service can only work well if you have the right communication tools. These tools not only make it easier for you to reach out to your clients and get data from them, but they also help to analyze and manage that data to make informed business decisions.

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3 Ways to Optimize Your Omnichannel Customer Journey For the Fast, Quality Service Customers Seek (So Customers Finally Stop Calling You)


Your customers follow the path of least resistance. It’s why people flock to channels like self-service and chat when it’s easy for them. And it’s also why they won’t stop calling you when their problem takes more than a few steps to solve. Companies with clunky, multichannel experiences still see an overwhelming amount of customers using voice over their fresh, new channels like Twitter and text. So, what gives?

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

ConcentrixCX Text Analytics


Capture unstructured feedback and get AI-powered insights. The post ConcentrixCX Text Analytics appeared first on Concentrix. Fact Sheets Resources Fact Sheet

Minimizing Jitter for VoIP calls


To most organizations, Voice Over Internet Protocol or VoIP mobile services are a perfect option. This approach allows for more versatility than ever. Like for other technologies, running efficiently depends on the correct infrastructure. While VoIP has many important aspects, one of the most widespread and common problems that it faces is Jitter. The simple fact that the service is provided over an internet link is part of what makes VoIP Telephony so efficient.

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The Immeasurable Benefits of Back Office Outsourcing Services

Back Office Centers

When it comes to a business operation, it is impossible to weigh down its each and every aspect on its tangible value. One thing that enterprises often undermine is their focus (that cannot be counted). When a company is involved in several ventures, it does not have the time or mental capacity to perform its back office services as per expectations. Hence, the quality of back office tasks like data, catalog and inventory management work often gets degraded.