ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. But by shifting how you manage your team, these issues can be easily resolved. She writes about how companies can adopt a remote workforce and enhance customer service delivery.

Customer Service 293

Customer Service Employee engagement Customer Support Management 293

Guru

APRIL 27, 2020

Implementing a product delivery process strategy. Why a knowledge-driven culture is key. Fact: Product release communication is problematic. In tech, where everything moves at light speed, delivering product updates via release notes is practically an age-old problem.

Management 64

Management Engineering Customer Support 64

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

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience 353

Customer Experience Management Contact Center Engineering 353

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

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 106

APIs Construction Chatbots Accountability 106

Lumoa

APRIL 8, 2024

content Lumoa Product News for March 2024 Hey everyone! We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the voice of the customer! Contact your CS manager or email help@lumoa.me to learn more!

Surveys 83

Surveys Feedback Management Personalization 83

AWS Machine Learning

APRIL 18, 2024

This post is co-authored by Jackie Rocca, VP of Product, AI at Slack Slack is where work happens. With the newly launched Slack AI —a trusted, native, generative artificial intelligence (AI) experience available directly in Slack—users can surface and prioritize information so they can find their focus and do their most productive work.

Enterprise 96

Enterprise Analytics Metrics Accountability 96

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 115

APIs Healthcare Scripts Enterprise 115

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Companies need to know what their staffing needs are at any given time or season to effectively manage support demand.

Best practices 105

Best practices Customer Support Engineering Analytics 105

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

CSM Magazine

APRIL 23, 2024

It typically offers functionalities such as document management, employee directories, collaborative workspaces, and news updates. Additionally, intranets contribute to increased productivity by optimizing processes like employee orientation, knowledge sharing, and project coordination.

Enterprise 52

Enterprise Management 52

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. Internally, employees can often spend countless hours hunting down information they need to do their jobs, leading to frustration and reduced productivity.

Enterprise 98

Enterprise Real estate Chatbots Construction 98

JustCall

MARCH 21, 2024

As a manager, you know the frustration all too well. – Your sales reps stumble over detailed product queries, derailing potential deals. FAQ repo accessibility: This feature ensures that all agents have access to the FAQ Hub FAQ hub gen with AI: AI powered feature dynamically builds and refreshes the FAQ knowledge hub.

Scripts 59

Scripts First call resolution Engineering Sales 59

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

AWS Machine Learning

MARCH 1, 2024

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

APIs 111

APIs Finance Chatbots Enterprise 111

CSM Magazine

FEBRUARY 27, 2024

To succeed in this landscape, companies must have a knowledge management system that allows them to gather, analyse and utilise information effectively. A key tool for achieving this is an integrated knowledge platform. A unified knowledge platform ensures that decision-makers can access the insights easily.

Best practices 52

Best practices Marketing Analytics Metrics 52

COPC

JANUARY 15, 2024

But before they become proficient and fully productive, there are activities to onboard, train, nest, and become operational, usually happening within their first 90 days.   The first 90 days set the tone for the new hire’s relationship with the company, manager, and team. 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. Keeping workflows flexible and scalable helps maintain productivity even as business needs evolve.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

Customer Service Life

FEBRUARY 29, 2024

In this article, I’ll share the key elements in effective one-on-one conversations that will help you truly invest in the quality, productivity and well-being of your contact center agents. I’ve worked in environments where managers were encouraged to keep employees at arm’s length. “Be What’s on their mind?

Contact Center 88

Contact Center Metrics Coaching Feedback 88

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

Vistio

MARCH 18, 2024

For contact center managers, trying to keep a full staff of experienced agent can feel like trying to fill a leaky bucket. Inadequate knowledge of products and services: Without a comprehensive understanding of the company’s offerings, agents may feel unsure about providing accurate information and solutions to customers.

call center workforce 52

call center workforce Call Center Construction Best practices 52

The Northridge Group

APRIL 22, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. You’re glad to be a member of a team that puts customers’ needs first.

Technology 76

Technology Coaching outsourcing Customer centricity 76

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

Nicereply

MARCH 2, 2022

Knowledge sharing has constantly adapted. James Millard , Vice President, Global Support and Community at D2L , has seen many ways to implement Knowledge Management. He started in Support in his late teens and for the past several years has been leading teams that drive Knowledge Management strategies.

Management 97

Management Chatbots Metrics Technology 97

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

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. So, how do you manage call surges during unanticipated high-traffic periods? Product launches and promotions – Introducing new products or running promotional campaigns can generate customer buzz, enhancing engagement.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

VirtualPBX

APRIL 10, 2024

Last week we announced the newest product to our lineup The VirtualPBX Contact Center. They also resolve issues and provide information about products or services. With VirtualPBX, callbacks are effortlessly managed, ensuring that no customer inquiry goes unanswered. But what is a contact center?

Contact Center 59

Contact Center Wait times CRM Healthcare 59

AWS Machine Learning

APRIL 18, 2024

In this post, we show you how to use LMA with Amazon Transcribe , Amazon Bedrock , and Knowledge Bases for Amazon Bedrock. When you’re done, you’ll wonder how you ever managed without it! You also need an existing knowledge base in Amazon Bedrock. If you haven’t set one up yet, see Create a knowledge base.

APIs 95

APIs Accountability Analytics Entertainment 95

Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

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

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Inbenta

DECEMBER 21, 2023

Here’s what you’ll learn: Definitions to the latest AI buzzwords and trends; Key differences and use cases of Generative AI and Conversational AI; Use cases for AI across customer service, contact center, knowledge management and as a productivity multiplier; Roadblocks and compliance barriers associated with AI.

Chatbots 52

Chatbots Enterprise Contact Center Sales 52

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry. As managers, you need to be aware of your agents’ performance to ensure a good customer experience.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

HelpCrunch

OCTOBER 12, 2020

Have you ever thought of knowledge as the basis of your company? Your team creates products and services thanks to the knowledge they have, you know the clients’ needs, so you can engage them and [ … ]. The post Knowledge Management: Definition, Importance, and 5 Leading Processes appeared first on HelpCrunch blog.

Management 118

Management 118

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. Which are the best?

Management 98

Management Analytics Feedback Surveys 98