ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

Customer Support 313

Customer Support Employee engagement Call Center Scripts 313

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Omnichannel? . Call routing . Cloud-based calling? .

call center software 190

call center software Call Center Customer Support Scripts 190

ShepHyken

JULY 31, 2023

It is important for leadership and management to know that the customer doesn’t care about silos and what is happening in the background. When AI pulls information from the customer’s history or a knowledge base, support agents are empowered to have better interactions and efficiently provide the best solution.

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

Lumoa

FEBRUARY 29, 2024

Lumoa Product News for February 2024 Hey everyone! If you would like to beta test the feature, please contact your CS manager or email help@lumoa.me You can see all of the available styles from this article on custom colors in our knowledge base. Contact your CS manager or email help@lumoa.me Let’s get started!

Feedback 83

Feedback Management 83

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. Tools like a knowledge base and chatbot help you provide instant answers to customers and ensure they return to your brand the next time. .

Customer Service 391

Customer Service Chatbots Interactive Voice Response Customer Support 391

AWS Machine Learning

APRIL 8, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data using a fully managed Retrieval Augmented Generation (RAG) model. Virginia) and US West (Oregon).

APIs 102

APIs Construction Chatbots Accountability 102

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Hold queues and smart call routing play a pivotal role.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Help Scout

AUGUST 24, 2021

We all know the old axiom “knowledge is power.” And though it’s true, there’s a caveat: In order to unlock the power of any knowledge, people first need access to it. Access to knowledge is an issue many businesses face. Luckily, there’s a tool that addresses that very issue: knowledge base software.

Enterprise 107

Enterprise Customer Support Feedback Engineering 107

TeamSupport

DECEMBER 8, 2023

As customer expectations continue to rise, businesses must invest in robust customer support software to streamline interactions, enhance efficiency, and ultimately build lasting relationships. Choosing the right software is critical to your company's success in this area. Consider the size of your business and your support team.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

Customer Service Life

DECEMBER 20, 2023

It’s not until they are slowly beaten down by product limitations, silly policies, and unapproachable leaders that they resort to the dreaded “no.” I went to the teller to report this and he was prepared to credit us a dollar before his supervisor reminded him that the machine was managed by a third party.

Upselling 83

Upselling Contact Center Engineering Banking 83

Comm100

OCTOBER 17, 2023

With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software? Customer service automation software are tools designed to automate and streamline customer support processes, often powered by AI.

Customer Service 73

Customer Service Interactive Voice Response Multi-channel support Multichannel 73

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. But what are the tools every support manager needs to know about? In this article, you’ll find the essential equipment you need to be effective as a support manager. Critical tools for every customer support manager. Employee scheduling software.

Management 98

Management Analytics Feedback Surveys 98

Fonolo

FEBRUARY 14, 2023

Call center automation is a practice of using software to automate processes and perform tasks – often those that are simple and repetitive. The best call-back software is omnichannel and flexible, allowing customers to schedule their preferred call-back time from any device. Let’s jump in with some basics. A little background first.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

AWS Machine Learning

FEBRUARY 29, 2024

Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-party models. In this post, we demonstrate how to build a RAG workflow using Knowledge Bases for Amazon Bedrock for a drug discovery use case.

APIs 111

APIs Healthcare Scripts Enterprise 111

JustCall

OCTOBER 25, 2023

Here’s how businesses can supercharge inquiry handling with the right software solutions and tools. Some of these include: Consistency: Less than 10% of companies manage to maintain consistency across products and communication channels. Such inconsistencies result in varying responses or resolutions to similar inquiries.

Chatbots 52

Chatbots Upselling CRM Self service 52

TeamSupport

JULY 25, 2023

So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. Yet, a major challenge is the technology customer support agents use, which slows down productivity. Once that’s done, they’ll run over to the ticketing software to review the ticket information.

Customer Support 98

Customer Support Chatbots Self service Customer Service 98

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. CSAT measures customer satisfaction with a product, service, or a specific interaction.

Wait times 89

Wait times Feedback CRM Surveys 89

CSM Magazine

MARCH 24, 2022

It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience. In retail, the customer is king.

Customer Experience 119

Customer Experience Self service Analytics Upselling 119

TeamSupport

APRIL 3, 2024

This focus on customer needs makes understanding and leveraging an efficient Customer Relationship Management (CRM) tool crucial. Starting with TeamSupport: A Broad Overview TeamSupport is an award-winning software intended to help teams work together and resolve issues.

Self service 52

Self service Analytics CRM Customer Support 52

Totango

OCTOBER 18, 2023

G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. This demand is just one reason why we put SuccessBLOCs at the heart of our software. It’s that time!

Journey mapping 101

Journey mapping Enterprise Best practices Marketing 101

Global Response

DECEMBER 23, 2022

Setting up your call center may seem as easy as hiring a few knowledgeable agents and providing them with a phone line—but nothing could be further from the truth. Even basic call centers have a variety of software requirements, from essential call center operating software to software for security and recruitment.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

Totango

MAY 13, 2022

The right customer engagement software can optimize your onboarding process and help promote experiences that lead to customer renewal. Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. Learning management system (LMS) platforms. Customer success software.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

TeamSupport

APRIL 11, 2024

Manufacturing involves the process of transforming raw materials into finished products across industries and geographies. This encompasses diverse and significant complexities to accomplish tasks ranging from automobile production to chemical refinement. TeamSupport offers all of that, at scale, to help businesses drive success.

Multi-channel support 40

Multi-channel support Customer Support Chatbots Self service 40

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day. Still have questions about call center training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

JustCall

APRIL 23, 2024

FYI : When we say ‘predictive dialer,’ we’re talking about the commonly understood term for dialer software that makes multiple calls together, uses algorithms to predict agent availability, and intelligently routes the next call in the sequence. Make sure the predictive dialer software you choose has this. But don’t stop there.

call center software 52

call center software Sales CRM Analytics 52

Kayako

APRIL 12, 2022

Apart from the stats, it is important to look for examples of company success stories improving customer service and productivity. Quick Heal Technologies is a leading provider of internet security tools and anti-virus software, serving millions of users worldwide. The existing system did not manage its workflow.

Customer Service 114

Customer Service Self service Education Technical Support 114

Comm100

MARCH 6, 2024

The advent of live chat has revolutionized the customer experience, the agent experience, and overall productivity. Cost-Effective Live chat can be more cost-effective than phone support, as it requires fewer human resources to manage the same volume of customer queries.

Abandon rate 90

Abandon rate Chatbots Upselling Sales 90

Method:CRM

MAY 1, 2023

What is customer service software? Customer service software is a system that allows you to manage customer support tasks and simplify your customer service process. Customer service software typically features things like: Contact management tools. How does customer service software work? Ticketing systems.

CRM 93

CRM Customer Experience Self service Customer Support 93

TeamSupport

OCTOBER 4, 2022

So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to manage their expectations. To this end, a ticketing management system, or the team behind it, needs to also manage customer expectations.

Management 126

Management B2B Customer Support Customer centricity 126

Fonolo

FEBRUARY 16, 2021

Many contact center managers have heard of call-backs , but they don’t realize that they’ve come a long way from the basic virtual queueing of yesteryear. Real-Time Learning & Knowledge Management Systems. Agent Monitoring & Motivation Software. Scheduled Conversations.

Call Center 134

Call Center Technology Gamification Contact Center 134

ProProfs Blog

APRIL 22, 2020

When customers buy a product or a service, there is always a chance that they would experience challenges while using them. Managing and tracking customer issues on a daily basis can be a nightmare, especially if their volume is high. This is where issue tracking software comes in handy. Why track issues? . What Is an Issue?

Feedback 129

Feedback APIs Customer Support Management 129

JustCall

OCTOBER 19, 2023

About 63.37% of leaders feel making WFH a permanent option should be essential: However, maintaining employee productivity for any contact center manager is near impossible, no matter how much they micro-manage. Time Management Problems: Your remote workers may have gotten used to working in more flexible schedules.

virtual call center 52

virtual call center Sales call center software Scripts 52

ProProfs Blog

DECEMBER 14, 2018

A help desk software is important for businesses serving customers. The software eliminates the need to work manually. When you have a help desk software in place, administrators can easily prioritize, label, mark, and assign tickets to the concerned individuals or teams. Customer issues and requests are converted into tickets.

Customer Support 142

Customer Support Surveys Metrics call center software 142

ProProfs Blog

JUNE 26, 2020

62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. That means being consistent at learning and acquiring knowledge can help you shape a customer’s journey better. The agent console lets you access settings and manage tickets. But, where to start? Agent Role.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

Quadient

MAY 23, 2022

Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. . Quadient is a global leader in the document management industry.

Contact Center 105

Contact Center CRM Call Center Personalization 105