Vistio

MARCH 11, 2024

This guide will walk you through some key indicators that your agent training is effective, along with tips and strategies to ensure you’re getting the most out of your training efforts. Additionally, your employees’ feedback is a valuable resource when revising training programs.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Toister Performance Solutions

MARCH 2, 2023

Agent burnout can lead to: Poor customer service Chronic absenteeism Turnover The survey investigated what factors made agents more at risk of burning out, and what factors made them more resilient. Is burnout gripping your contact center? That spells trouble for contact centers. You can download the complete study here.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

ShepHyken

APRIL 28, 2023

Here’s what we’ll cover: What are customer service standards? Why customer service standards matter Top customer service standards How to meet top customer service standards FAQs References and further reading What are customer service standards? Angry customers want to feel heard.

Customer Service 162

Customer Service Accountability Self service Customer Support 162

Fonolo

JUNE 22, 2021

Getting started is easy: you can read all about it in our latest practical guide, How to Foster Engagement in a Hybrid Contact Center , a rich report offering concrete insights and best practices for supporting your employees whether they’re in-office or remote. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 151

Call Center call center software Employee engagement Gamification 151

TechSee

MARCH 31, 2020

In the current crisis, it’s even harder to support customers who are already highly emotional and starting to panic because they can’t operate a vital device or access a vital service. Companies also working with limited resources. The concept of Remote Visual Assistance couldn’t be simpler. Remote Support.

Telecommunications 145

Telecommunications Enterprise outsourcing Surveys 145

Global Response

FEBRUARY 26, 2024

Understanding customer service excellence The first step is to truly understand what makes excellent customer service. So just what is high-quality customer service? Tools like video conferencing and remote desktop access allow businesses to offer in-depth support for remote workers and customers.

Call Center 62

Call Center Customer Service outsourcing CRM 62

TechSee

SEPTEMBER 9, 2020

This tenant-first philosophy applies to both the private and public housing sector and requires the creation of a new kind of digital tenant experience – everything from live chat and online knowledge resources to self-service portals. x things by themselves with remote guidance than have an engineer visit indoors.

Management 145

Management Engineering voip outsourcing 145

Momentum Telecom

OCTOBER 19, 2023

Download our FREE Guide to Managed Network Solutions The need for secure and cost-effective business networks is growing. Employees are working remotely. Global Internet Access and Transport Momentum’s global interne t is a solution that provides scalability, diversity, and ease of integration.

Management 52

Management Transportation outsourcing Enterprise 52

Global Response

FEBRUARY 26, 2024

When you need urgent access to care, you need urgent access to care immediately. That’s why medical call centers are such powerful resources. It’s the kind of care we all hope to have access to. It’s the kind of care we all hope to have access to. Ready to perfect your CX?

Best practices 62

Best practices Call Center Healthcare Education 62

CCNG

JANUARY 4, 2023

What is less consistent is the utilization of advanced tech­nology to provide knowledge to both agents and custom­ers in user-friendly, accurate ways. Scaling the Experience Wall If all the information that customers needed could be easily accessed by them through automated means, then everyone would be happy. Technology, 39.4%

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Should this role be fully in-office, hybrid, or remote? To address this issue, COPC Inc. See Figure 2.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. We are going the cover the following points- What is inbound call center software? 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

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In the words of the company executives”… We’re fortunate to now have access to capital that others do not.

Customer Service 205

Customer Service Government Coaching Customer Experience 205

NobelBiz

FEBRUARY 27, 2024

Table of Contents What is Call Center Optimization? Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

COPC

NOVEMBER 15, 2023

Concluding the series is the “ Leader’s Guide to Call Center Retention ,” a comprehensive resource that spans from recruitment and hiring processes to onboarding and the initial 90-day period. The guide will focus on aligning expectations, skills, and engagement for successful call center operations.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

Fonolo

JANUARY 31, 2023

Read on for our complete guide, where we’ll explore all the best practices. What is Call Center Training? How to Teach Call Center Soft Skills The Most Common Call Center Training Methods When planning your call center training, you will want to consider what type of method you plan to use. Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

NobelBiz

AUGUST 22, 2023

Understanding the Basics: What is VOIP? This system automatically guides calls through the most economically advantageous route whenever they’re made within geographical areas covered by multiple carriers. What sets NobelBiz apart in this regard is its pioneering status as the sole telecom provider to offer such a service.

voip 98

voip Telecommunications Contact Center Contact center software 98

Fonolo

APRIL 29, 2021

If you’re thinking of launching your own call center, here’s a guide to help you calculate the costs involved. What are your goals for your call center? Why the Future of the Contact Center is Remote. Remote/virtual. More call centers than ever have switched to a remote set-up, thanks to the pandemic.

Call Center 128

Call Center outsourcing CRM Technical Support 128

CSM Magazine

MARCH 6, 2024

Tracking software shows you who’s doing what and highlights how different tasks interlink and depend on each other. Managers have access to clear data regarding an employee’s performance over time. Remote Work Becomes More Manageable Managing a team you can’t physically see can be a headache.

industry standards 52

industry standards Benchmark Coaching Accountability 52

AWS Machine Learning

JANUARY 26, 2024

This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs. What are some ways to implement security and privacy controls in the development lifecycle for generative AI LLM applications on AWS? Security is a shared responsibility between AWS and AWS customers.

Best practices 120

Best practices Government Engineering Accountability 120

JustCall

OCTOBER 26, 2023

In this guide, we will look at the key challenges of offering on-the-go support for iOS customers in particular and look at relevant solutions to make the experience hassle-free for users. Remote Troubleshooting: When customers are on the go, they may need assistance for issues instantly.

Customer Support 52

Customer Support voip Contact Center Self service 52

TechSee

AUGUST 31, 2022

Download our complete guide on choosing a visual assistance solution for your business. Ask what KPIs they measure internally to track your adoption progress, and how they help your adoption laggards understand the performance improvements the early adopters are enjoying. What can I expect over the first 3, 12 and 36 months?

APIs 109

APIs Enterprise Technology Self service 109

JustCall

MARCH 13, 2023

Wondering why is remote work important to you and what it takes, developing a remote work strategy? In this guide, we will offer useful insights into why is remote work important and how overcoming remote work challenges is possible with the right strategies. Why is working remotely important?

Transportation 40

Transportation Education Time management Call Center 40

Certified Languages International

MARCH 24, 2020

While many in the industry have been slow to embrace remote interpreting , the current health crisis has shed light on its benefits, especially in medical settings where the stakes are higher than ever. CLI has been proud to embrace remote interpretation for over 23 years. Keep resources within reach. Their top 3 tips are below!

Calibration 70

Calibration Best practices Technology Personalization 70

TechSee

APRIL 7, 2021

While remote working is considered a win-win for companies and their staff, a WFH model makes an IT professional’s job more complicated. Even many of the traditional IT setup, maintenance, and support tasks that were very straightforward become more complex when performed remotely. How can IT support use Visual Assistance?

Self service 109

Self service Best practices Technology Analytics 109

NobelBiz

NOVEMBER 27, 2023

This comprehensive guide explores the nuances of advanced call logging and how it can revolutionize your business operations. This comprehensive guide explores the nuances of advanced call logging and how it can revolutionize your business operations. This information is essential for effective resource allocation and scheduling.

Call Logging 59

Call Logging voip Contact center software CRM 59

Eptica

MAY 20, 2020

What is the customer experience of knowledge in the COVID-19 era and what lessons are there for businesses? 57% want to access knowledge via company websites , rather than having to email or call, as this gives the ability to find answers to their own questions themselves without relying on companies to respond.

Best practices 127

Best practices Banking Self service Surveys 127

aircall

AUGUST 30, 2021

If you’re a new manager of a remote team or a work-from-home veteran, check out Aircall’s free toolkit on how to build and manage effective remote teams. As the manager of a remote team, developing and promoting this type of culture is an especially important task. You can find him on Twitter @JustinRChampion.

Feedback 133

Feedback Management CRM Technology 133

CX Accelerator

AUGUST 1, 2018

Before implementing any of the ideas below, we strongly encourage you to speak with your Human Resources department to verify what's appropriate for your organization. Air Console is perfect for this, and will also build community even for remote teams. A word to leaders: Mental and physical health are deeply sensitive subjects.

Contact Center 182

Contact Center Healthcare Coaching Education 182

PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? What kinds of businesses create CABs? What are the benefits of a CAB?

Feedback 118

Feedback Surveys B2B B2C 118

TeleDirect

OCTOBER 23, 2023

With the advent of the remote workforce, which doesn’t appear to be going away any time soon, VoIP became a standard, resolving many pain points while reducing costs. In this comprehensive guide, we’ll explore the technology behind these systems and the features they bring to the table. What Is a VoIP Phone?

voip 62

voip Wireless call center solutions Call Center 62

JivoChat

JUNE 7, 2022

When the subject is software for business management, the german company SAP has become one of the most famous in the world for its Enterprise Resource Planning (ERP) software. What are the main characteristics of SAP ERP. What’s ABAP. Access type: full lifetime access. Access type: full lifetime access.

Transportation 75

Transportation Finance Analytics Banking 75

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Anna Gorina May 3, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Existing ways of contacting remote customer support 1.1.

B2B 52

B2B Customer Support Chatbots CRM 52

FreshGrade

OCTOBER 26, 2020

FreshGrade Connect makes success easy with all the tools that teachers, students and families need for remote and/or in-class work. Remote, asynchronous teaching and learning can feel lonely. Remote teaching and learning might be new territory. Remote: asynchronous + synchronous. Feedback early and often. Everyone counts.

Best practices 98

Best practices Feedback Marketing 98

CSM Magazine

NOVEMBER 22, 2021

Every company has found itself in a much different reality as a result of the present global COVID-19 pandemic, which has driven them into remote work scenarios. With large shifts in the ways of working, we’ve seen most companies have adapted to 100% remote work quite effectively. What is the definition of knowledge management?

Management 52

Management Morale Technology Personalization 52

aircall

SEPTEMBER 29, 2021

What Is a Hybrid Work Environment? Some thrived as remote workers—maintaining a healthy work-life balance and meeting deadlines and quotas—while others didn’t. This may be because their homes were not conducive for remote work, but it could also be that some people just perform better when work and home are separate.

Metrics 71

Metrics Feedback Management Personalization 71

FreshGrade

OCTOBER 26, 2020

FreshGrade Connect makes success easy with all the tools that teachers, students and families need for remote and/or in-class work. Remote, asynchronous teaching and learning can feel lonely. Remote teaching and learning might be new territory. F eedback early and often. E veryone counts. S upportive online environment.

Best practices 98

Best practices Feedback Marketing 98