pindrop

APRIL 20, 2021

They can impersonate government or bank officials, technical support staff, or the victim’s friends to access personal details and accounts. Fraudsters can use various schemes to induce the victims to share their OTPs, such as encouraging the victim to join a contest or telling the victim that s/he has won a prize¹.

Banking 127

Banking Government Average Handle Time Accountability 127

TechSee

JULY 8, 2020

Whether it’s an engineer overseeing a factory production line, an IT technician upgrading a server, or an electricity company worker servicing a meter, remote maintenance is critical when it comes to minimizing downtime. Safety concerns and pared-down workforces mean that there is a smaller pool of technicians available to service customers.

Technology 109

Technology B2B Engineering Technical Support 109

Call Center Weekly

APRIL 17, 2018

I eventually moved back into full-time customer support in 2000 when I joined Automation Support as a Call Center Agent. I have been in my current position since 2007 as a second and third-level Systems Support Engineer providing technical support for Intel's world-wide Process Control Systems infrastructure.

Contact Center 136

Contact Center Metrics Customer Experience Technical Support 136

Sykes

JANUARY 23, 2018

An important component in your overall security flow are the engineers who monitor networks and provide technical support to your customers, ensuring their activity is handled securely. This academy produces engineers specializing in a variety of technical solutions — networking, computer security and programming, etc. —

Enterprise 63

Enterprise Technology Engineering Technical Support 63

TechSee

AUGUST 24, 2021

The same survey highlighted that these technical issues span a broad spectrum of home-office devices, most commonly a modem or internet connection, desktop or laptop hardware, and desktop software problems. The post IT’s Role in Support for Remote Workers appeared first on TechSee.

Technical Support 109

Technical Support Surveys Enterprise Analytics 109

TechSee

FEBRUARY 16, 2021

Issues can be identified early, and when the fix is relatively simple, it can be performed by on-site staff guided by remote experts rather than by engineers in the field. Investment in remote support.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

TechSee

NOVEMBER 13, 2017

As a result, our increasingly sophisticated smart home networks are creating billions of new requests for technical support. A wide variety of objects and applications are currently using these technologies , such as self-driving cars, camera systems, and search engines.

Engineering 154

Engineering Technical Support Call Center Technology 154

TechSee

NOVEMBER 16, 2020

2: Collaborate between different support teams. Appropriately implemented, they will ensure that your organization can provide an efficient, effortless remote support process that prevents customer attrition while making optimal usage of your technical support teams.

Self service 109

Self service Best practices Contact Center Technical Support 109

Kayako

DECEMBER 22, 2016

Customer support best describes teams dedicated to supporting customers with products and services that need ongoing technical support. To understand the difference between customer support and customer service, it helps to know a little bit about the history of SaaS.

Customer Support 103

Customer Support Customer Service SaaS Technical Support 103

Sykes

JUNE 13, 2017

Today, customer facing activities such as customer service, order management, and technical support are more important than ever. An outsourced technical support partner is free from an internal team’s inherent bias or assumptions. Ultimately, they handle the day-to-day so you can focus on other strategic needs.

outsourcing 66

outsourcing Management Technical Support Contact Center 66

NICE inContact

NOVEMBER 11, 2019

In this webinar, we will discuss tips and tricks to engaging agents across generations, with a focus on the workforce’s newest additions, Millennials and Generation Z.

Management 54

Management Contact Center Technical Support Engineering 54

Netomi

APRIL 27, 2022

“Support teams are notoriously thought of as the last place that customers would want to go, and customers are typically only engaging with these teams because they have an issue and they need help,” Gemma explained. “We Gifting tools are available to support engineers, for instance, to remedy any potentially negative customer experience.

Chief Customer Officer 52

Chief Customer Officer Customer advocacy Engineering Technical Support 52

NobelBiz

JANUARY 16, 2024

Customer referrals are a vital growth engine, transforming satisfied clients into powerful advocates. Technical support campaigns require expertise in troubleshooting and resolving various issues. To achieve this, referral programs or incentives to further motivate customers to refer others can be implemented.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Nicereply

MARCH 26, 2019

Whether you’re a customer trying to get help or an agent working in technical support, it’s critical to write a great bug report to get the issue fixed quickly. When you include a lot of detail in your first email, it creates a more compelling case and drive for the engineering team to resolve the problem.

Engineering 85

Engineering Technical Support Personalization Accountability 85

Helpware

OCTOBER 4, 2022

Over the past 30 years, we have engineered the greatest, most rapid technological advancements to date—and the world’s brightest innovators assert that this is only the start. Human history has been an ever-evolving whirlwind of tried-and-true progression. The advent of the internet has made this truer than ever.

Healthcare 74

Healthcare Engineering Marketing Technology 74

Help Scout

AUGUST 26, 2018

“The support queue is an enormous, gelatinous, sticky, messy blob, growing continually to fill all of the available space. Where is our Blob Control Engineer?!”. Description: Matt Hunter, Technical Support Engineer. Illustration: Carolina Escobedo Garcia , Support Agent at Campaign Monitor.

Customer Service 40

Customer Service Technical Support Engineering Personalization 40

Avaya

OCTOBER 20, 2016

Marilyn Shuck serves as a Director on the IAUG Board, president of the Puget Sound Avaya Users Group, and as a UC Engineer at the University of Washington. The combination of the Avaya Technology Forum (ATF) and the International Avaya Users Group (IAUG) flagship event, Avaya ENGAGE, is generating a lot of buzz.

Technical Support 81

Technical Support Education Engineering Technology 81

AWS Machine Learning

JANUARY 17, 2023

We now carry out feature engineering steps and then fit the model. The model training consists of two components: a feature engineering step that processes numerical, categorical, and text features, and a model fitting step that fits the transformed features into a Scikit-learn random forest classifier.

Calibration 75

Calibration Metrics Accountability Technical Support 75

IdeasUnlimited

JANUARY 6, 2021

Propelling this explosive growth are the twin engines of an exceptional product and 24/7 customer service through IdeasUnlimited. While TravelWifi’s internal team handled day hours, IdeasUnlimited took on night coverage 7 days a week for customer support, tier 1 technical support, and order processing. Billing 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. While TravelWifi’s internal team handled day hours, IdeasUnlimited took on night coverage 7 days a week for customer support, tier 1 technical support, and order processing. Billing support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

TechSee

FEBRUARY 1, 2021

Vodafone’s website-located AI assistant, Julia , can assist customers with a range of tasks from technical support to invoicing queries, and then feeds critical, insightful data back to Vodafone to aid in future decision-making. The 20% of queries Tinka is unable to handle gets passed to a human agent for follow up.

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

TechSee

MARCH 13, 2018

The industry – as well as scientists, engineers, journalists and eager venture capitalists – were mostly disappointed when the results did not deliver on the expectations built up by the hype. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

Thinq

OCTOBER 6, 2017

Automated savings with thinQ’s intelligent Toll-Free LCR engine. Live technical support to ensure hassle-free integration and troubleshooting. Disaster recovery in the event of a potentially embarrassing carrier outage. A cloud-based platform for real-time, intuitive routing adjustments.

Contact Center 55

Contact Center Technical Support Interactive Voice Response Call Center 55

SmartKarrot

NOVEMBER 14, 2022

As a Director of Customer Success, you will create efficient processes for managing all pre- post-sales technical support; including phone & e-mail support, lab-based troubleshooting, knowledge database, and interface with CRM. Work cross-functionally with engineering to deliver unified business goals.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

Avaya

OCTOBER 4, 2016

We’re very conscious of fees,” says the senior telecom and contact center engineer at the top-20 credit union. The remote technical support specialist found the root cause and quickly fixed the issue. I was expecting to wait,” added the engineer. The platforms that were offered—and the support I get—are top notch.”.

Customer Service 45

Customer Service Banking Engineering Customer centricity 45

SmartKarrot

MAY 17, 2023

By using technical support, customer conversations, and other methods to analyse client demands, the mCase product management team may then be informed of potential enhancements. This includes conducting a root cause analysis on problems. Guiding clients through mCase’s features, benefits, and features.

Technical Support 19

Technical Support Journey mapping Accountability Engineering 19

Back Office Centers

AUGUST 10, 2022

This covers a variety of fields, such as accountancy, finance, engineering, virtual assistants, and software development. ” · IT Support. Thinking about outsourcing back office support is one of the most crucial back office tasks. What tasks are worthwhile outsourcing may vary depending on your specific situation?

outsourcing 40

outsourcing Business Process Outsourcing Technical Support Finance 40

Spearline

JUNE 24, 2021

" Alain Rodriguez, Technical Support Lead, Global Call Forwarding. This allows highly skilled engineers and technicians to focus their time on revenue-generating areas of the business rather than firefighting problems and trying to determine the root cause of issues. Customer experience & retention.

Telecommunications 72

Telecommunications Advertising Technical Support Finance 72

Help Scout

APRIL 27, 2021

.” – Drew Clark, Director of Client Services, Workwell Technologies Illustrated by Davida Fernandez, Global Head of Support for Campaign Monitor. However the queue feels to you, there are infinite ways you might approach responding to the conversations it holds.

Management 117

Management Self service Technical Support APIs 117

Fonolo

APRIL 16, 2019

Sometimes, though, we have to turn the microphone towards ourselves and give voice to our own customer service happenings and the hard-working customer support contingent that buoys our own brand. Today, we welcome Fonolo Solutions Engineer James Dantow into the writers’ fold. — The Fonolo Team.

Call Center 108

Call Center Contact Center Engineering Construction 108

TechSee

APRIL 3, 2018

The technology has proven especially effective in specific use cases, such as billing proofs and technical support. TechSee ’s visual support platform uses screen-based technology that allows agents to see the customers’ physical environment via their smart device in real time, and visually guide them using Augmented Reality.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

NobelBiz

JULY 18, 2023

Each agent has unique abilities – some may be experts in technical support, some may be multilingual, while others may have in-depth product knowledge. Second, don’t hesitate to seek technical support from your software provider. Continual system maintenance is the lifeblood of a thriving contact center.

Management 52

Management First call resolution Contact center software Call Center 52

Help Scout

AUGUST 26, 2018

Senior Support Engineer. Support Agent. Support Specialist. Tech Support Engineer. Technical Customer Support Expert. Technical Services Engineer. Technical Support. Tier X Support Specialist. Support Hero. Support Ninja. Happiness Engineer.

Customer Service 40

Customer Service Engineering Customer advocacy Technical Support 40

delighted

MAY 18, 2021

We assist with everything from technical support and troubleshooting to programmatic best practices. For example, it’s awesome for our engineers to see customer feedback specifically praising a feature they had worked so hard to build. My name is Ellie Peterson and I’m a member of our Customer Concierge team.

Feedback 54

Feedback Surveys Technical Support Benchmark 54

SmartKarrot

APRIL 18, 2023

Take charge of customer service issues by working with the engineering and technical support teams to make sure they are handled quickly and with a high level of satisfaction. Assist customers launch, train, and implement best practises to assist them expand their e-commerce businesses.

Technical Support 19

Technical Support Engineering outsourcing Management 19

SmartKarrot

JANUARY 12, 2023

Take ownership of the functions like Account Management, Technical Project Management, Professional Services & Applications Engineering, Pre-sales Solutions Engineering, etc. Collaborate as part of a tight-knit team, working together to provide superior technical support while maintaining a positive environment.

Technical Support 19

Technical Support Engineering Best practices Upselling 19

SmartKarrot

JUNE 9, 2022

Ensure their teams deliver efficiently in alignment with key partners in Sales, Product, and Engineering. Drive value for customers by helping them achieve their business and technical outcomes. Develop relationships with customers at all levels, including engineers/users, as well as executives.

Upselling 19

Upselling Engineering Technical Support Metrics 19