OctopusTech

APRIL 18, 2024

Call center worker accompanied by her team. Smiling customer support operator at work. To a great extent, this is important, especially in call centers, where every call interaction can either break or boost a company’s reputation and customer retention rate. Young employee working with a headset.

Call Center 62

Call Center Contact Center Telemarketing outsourcing 62

TechSee

JUNE 1, 2023

With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. Cochlear is also known for the quality of their medical device support.

Technology 207

Technology Customer Service Customer Support Contact Center 207

BlueOcean

JANUARY 30, 2024

And the over-all result will be a reduction in FTE with no loss of service or quality. So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? Realizing a reduction in FTE.

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

Customer Service Life

JANUARY 31, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.”

Contact Center 83

Contact Center outsourcing Management Feedback 83

AWS Machine Learning

FEBRUARY 27, 2024

Axfood has a structure with multiple decentralized data science teams with different areas of responsibility. Together with a central data platform team, the data science teams bring innovation and digital transformation through AI and ML solutions to the organization. This is a guest post written by Axfood AB.

Best practices 110

Best practices Engineering Scripts Analytics 110

Fonolo

NOVEMBER 22, 2022

If you’re unsure where to start searching, we’ve got some great programs for you to explore below. Call center management courses are great for both current and aspiring professionals looking to sharpen their skills in customer support, operational best practices, team leadership, and much more. It includes 1.5

Call Center 147

Call Center Management Benchmark Contact Center 147

Global Response

DECEMBER 21, 2023

What kind of customer service quality will I get if I outsource? Navigating logistics, goals, quality and service levels are all essential to a good customer service outsourcing partnership. Navigating logistics, goals, quality and service levels are all essential to a good customer service outsourcing partnership.

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

Bill Quiseng

DECEMBER 13, 2021

Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. Customer retention supports long-term growth because it creates a loyal customer base. You’re a safer bet than another company whose customer service quality is unknown. Keeping an existing one.

Customer retention 173

Customer retention Customer Service B2C B2B 173

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Optimization helps reduce unnecessary expenses while maintaining service quality. Table of Contents What is Call Center Optimization?

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Global Response

MARCH 13, 2024

The role of CX in today’s business environment In today’s marketplace, successful companies differentiate themselves by offering great customer experience. Technical support : For technical products and services, outsourced teams can troubleshoot problems and guide customers on using your product.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

OctopusTech

SEPTEMBER 13, 2023

Is your company looking to expand its customer support operations through an in-house team or is it searching for an external call center team? They will help you to build an engagement with customers by providing them with immediate support assistance. We have covered everything for you.

outsourcing 62

outsourcing Call Center Finance Contact Center 62

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. As a new venture for Marmalade, the option to run a free, no-commitment trial was a great incentive.

Healthcare 62

Healthcare Feedback Surveys Marketing 62

OctopusTech

APRIL 24, 2024

Looks Great Everywhere: Shopify aims to ensure that your online shop looks beautiful on computers, phones, and tablets. Looks Great Everywhere: Shopify aims to ensure that your online shop looks beautiful on computers, phones, and tablets. Think of the Shopify platform as a virtual marketplace where you open your own “shop.”

Technical Support 62

Technical Support Management 62

Global Response

DECEMBER 21, 2023

An outsourced help desk allows you to provide always-on, effective support to your customers, while freeing up time for your in-house team to focus on your bigger strategies and goals. Help desk outsourcing isn’t your run-of-the-mill customer service or customer support outsourcing.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Providing bilingual French-English support has been a way of life in Canada since, well, forever. The impact of bilingual support on the customer experience cannot be understated.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Playvox

JANUARY 30, 2024

Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. Yet managers continue to fall short. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Global Response

DECEMBER 21, 2023

Today’s customer expectations are higher than ever, and that’s just as true when it comes to help desk support as general customer service. And doing so is a great idea. 2) Determine what support channels you need or want. As a result, more and more companies are turning to outsourcing to manage their help desk service.

outsourcing 62

outsourcing Technical Support Service level Abandon rate 62

Toister Performance Solutions

JANUARY 11, 2024

A support agent named Janelle recently used this concept brilliantly to help me diagnose an issue with my cable modem. Janelle: “Great. "The doohickey won't connect with the thingamajig," they stammer. Their words don't make sense. You try to walk them through some diagnostics. It's equally muddled. It’s solid green.”

Technical Support 113

Technical Support Customer Service 113

Global Response

NOVEMBER 21, 2023

Healthcare BPO providers deliver high-quality, high-touch customer service—and more—to support internal teams and improve empathy, accuracy, security and satisfaction of your call center, while providing necessary support to your internal teams. How exactly does BPO enhance your healthcare support?

Healthcare 62

Healthcare outsourcing Call Center Personalization 62

Vcaretec

AUGUST 8, 2023

However, good customer support outsourcing won't sacrifice quality and may, in many cases, enhance your service. Simply said, a BPO business cannot focus on quality if it is paid by the number of tickets or calls that are addressed. Systems Integrator Verify the integration team at the outsourced firm is capable.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

Nicereply

AUGUST 21, 2023

A balanced scorecard provides a great way for support teams to discuss success and areas for improvement during 1:1 meetings. As Customer Support Leaders, we understand the importance of conducting meaningful 1:1 conversations with team members.

Metrics 52

Metrics Service level Customer Support Self service 52

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. Learning how to motivate agents in this kind of environment can seem difficult, if not impossible.

Morale 78

Morale Gamification Contact Center Quality management 78

ChurnZero

FEBRUARY 15, 2024

Creating a steady stream of engaging content for a customer community can be a daunting task, especially when you’re relying on your team to contribute. In the beginning, I would raise content requests in big team meetings and send out mass messages on Slack. 5: Offer support along the way. Then, something clicked.

Analytics 52

Analytics Personalization Management 52

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? However, the two main components are Quality Management and Workforce Management. If you think about that, you’ll do things differently.”

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CSM Magazine

MARCH 28, 2024

Encourage Regular Breaks Encourage your team to take regular breaks. Invest in quality chairs, adjustable desks, and proper lighting to mitigate physical strain. Implement an employee recognition program to appreciate the hard work and dedication of your team members. Physical health is intrinsically tied to mental well-being.

Contact Center 52

Contact Center Morale Call Center Feedback 52

OctopusTech

MARCH 3, 2024

Developing a custom website or web application in-house requires significant investment in a skilled technology team, infrastructure, and overhead expenses. It provides access to expertise minus the headaches of hiring or managing an internal team. Assess technical support mechanisms, post-launch maintenance services, etc.

outsourcing 62

outsourcing Technical Support Government Metrics 62

Global Response

DECEMBER 21, 2023

93% of customers are more likely to remain loyal to companies who have great customer service. Key Qualities of a Good Customer Service Provider Offering exceptional customer service is easiest when you’re working with a great customer service provider. Does customer service really impact how your audience views your brand?

Customer Service 62

Customer Service outsourcing Chatbots Abandon rate 62

Help Scout

SEPTEMBER 7, 2021

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. Customer satisfaction and customer service quality are not necessarily linked at all, and that’s a problem because plenty of customer service teams rely on CSAT and NPS surveys to judge their performances.

Customer Service 118

Customer Service Feedback Surveys Personalization 118

Global Response

SEPTEMBER 21, 2023

While some argue that customer support is too important for e-commerce to outsource, we’d argue the opposite: it’s too important to not have external support. Should e-commerce businesses work with outsourced call centers? As a result, if you can’t satisfy your customers, someone else will.

Best practices 62

Best practices outsourcing Call Center Multichannel 62

Quality Contact Solutions

OCTOBER 10, 2022

These experiences have allowed me to understand the various perspectives of what greatness for an inbound and outbound call center looks like. For instance, any call center can say they support inbound and outbound work; however, they may not say that 90% of their business is outbound and only 10% of their work has been inbound.

Call Center 98

Call Center Telemarketing outsourcing Scripts 98

Global Response

APRIL 17, 2023

Are you looking to: boost productivity and efficiency among your team? free up internal teams to focus on core business? However, finding a great BPO call center is often easier said than done. 68% of consumers would switch brands if another brand offered support in their native language.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. And furthermore, the team I was managing expected me to lead by example and show them the way they were to treat customers.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

Nicereply

NOVEMBER 15, 2022

Learn from the best ones and find out what support leaders see as the biggest challenge of the upcoming year. We wanted their perspective on the challenges customer support teams are facing and the things they need to know before starting a new year. . For success in 2023, look for ways to humanize your support.

Customer Service 98

Customer Service Metrics Employee engagement Customer Support 98

NobelBiz

APRIL 8, 2024

It is with great pride that we announce that NobelBiz OMNI+ has been honored with the prestigious 2024 CUSTOMER Product of the Year Award, presented by TMC. Rich Tehrani, CEO of TMC This achievement is a collective success, made possible by the trust and support of our clients and partners.

industry standards 52

industry standards Contact Center CRM Call Center 52

Quality Contact Solutions

FEBRUARY 17, 2022

They lead their respective teams; they also hire, manage, and help the entire organization achieve its goals. In summary, the organization’s success is directly related to the quality of leaders you employ. In summary, the organization’s success is directly related to the quality of leaders you employ.

Sales 98

Sales Telemarketing Best practices Coaching 98

AWS Machine Learning

NOVEMBER 22, 2023

Similar to the rest of the industry, the advancements of accelerated hardware have allowed Amazon teams to pursue model architectures using neural networks and deep learning (DL). In order to achieve this, the M5 team regularly evaluates new techniques to reduce cost. To use accelerators, you need a software layer to support them.

Scripts 92

Scripts Engineering Best practices Construction 92

Fonolo

DECEMBER 15, 2022

It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. These personas should reflect the types of individuals who most often reach out to your contact center for support. After-call surveys are a great way to achieve this. Visual IVR.

Call Center 138

Call Center Contact center software Abandon rate Self service 138