TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. We rely heavily on these essential services, from electricity and water to telecommunications and internet services. When Did Call Centers Become the Standard?

Contact Center 52

Contact Center Customer Service Self service Call Center 52

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. For example, let’s say teamwork is one of your core values. Communication.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. But the question is: what does that next level look like for your business? That all depends on the goals your contact center sets. The first step is deciding where to focus your efforts. Improve the Customer Journey.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

IdeasUnlimited

MARCH 28, 2024

In a remarkable acknowledgment of excellence and dedication, IdeasUnlimited has been honored with the prestigious 2023 Houston Award in the Call Center category. This recognition by the Houston Award Program, acknowledges the company’s outstanding contributions to the local community and its exceptional service in the business sector.

Call Center 52

Call Center Benchmark Best practices Customer Support 52

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency. Continue below to learn more.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Fonolo

MAY 4, 2021

Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. The ROI of Call-Backs for Your Call Center.

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Customer Service 212

Customer Service Customer centricity Self service Metrics 212

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The Direct Link Between CX and Revenue Growth To begin, it is essential to understand that positive customer experiences directly correlate to revenue growth.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Fonolo

SEPTEMBER 2, 2021

But customer success leaders know that performance isn’t always based solely on profit. Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Market research helps, but it isn’t enough. The Executive Guide to Improving 6 Call Center Metrics.

Benchmark 142

Benchmark Call Center Abandon rate Average Handle Time 142

Fonolo

JULY 22, 2021

Every company needs strong customer service to set them apart from its competitors. After all, customers are more loyal to businesses that treat them with respect, kindness and that support their needs. Customer service in a contact center is especially important. Human interaction. Please, go on.”

Call Center 152

Call Center Contact Center Wait times Customer Service 152

Taylor Reach Group

SEPTEMBER 6, 2023

by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. The emergence of Interactive Voice Response Systems (IVRs) in the 1980s marked the initial steps toward automation within contact centers.

Contact Center 65

Contact Center Interactive Voice Response Self service Chatbots 65

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Call Experts

OCTOBER 12, 2023

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. Call routing is pivotal in connecting individuals with the right human experts, as Fit Small Business explains. A connection to the right person who can address your needs.

Interactive Voice Response 105

Interactive Voice Response Technical Support call center solutions Technology 105

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. They want personalized services from companies that know them and understand their needs. When they call, we know their history, name, pain points and how we can best serve them.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

Call Center Weekly

MAY 14, 2018

By Anonymous Log into your programs, put your headset on and turn on your phone. That first call of the day means so little to you because you take hundreds of calls a week that are exactly like the one you are about to take. I work in a fairly large call center that has poor morale and very abysmal culture.

Morale 189

Morale Call Center Contact Center Surveys 189

Call Experts

APRIL 8, 2024

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. Call routing is pivotal in connecting individuals with the right human experts, as Fit Small Business explains. A connection to the right person who can address your needs.

Interactive Voice Response 52

Interactive Voice Response Technical Support Technology call center solutions 52

Outsource Consultants

JANUARY 24, 2024

To stay ahead of the curve, it’s important to understand the key trends shaping the BPO landscape. While not yet a mainstream option for US customers, its low costs and skilled workforce position it for major growth in the next few years. Get your free copy today and unlock the potential of BPO in 2024!

outsourcing 67

outsourcing Consulting Consulting Call Center 67

Vistio

APRIL 1, 2024

Delivering outstanding customer experiences requires highly skilled and well-trained agents who can navigate complex interactions. But when it comes to honing these essential skills, the conventional classroom-based training model may not be sufficient to prepare agents for the diverse and demanding challenges they face daily.

Accountability 52

Accountability Customer Service Contact Center Morale 52

Playvox

AUGUST 25, 2022

Unfortunately, it doesn’t always play out that way. All these singular actions can negatively impact service level metrics and the customer experience. When I began my career as a call center agent at a healthcare company, I shared the mentality of many coworkers. We have 200 agents working on calls.

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. S atisfy – Make it right.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Fonolo

NOVEMBER 7, 2018

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Service Levels. And, you know, we’re here to help.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Expivia

JULY 19, 2023

Contact centers are the heart of any business. They not only shape customer experience but also play a key role in driving revenue. However, shaping an effective contact center culture isn’t just about adhering to KPIs and maintaining quality scores.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

Blueship Call Center

DECEMBER 12, 2023

During its early stages, business process outsourcing (BPO) has become a well-recognised method utilised by organisations across several industrial sectors. A professional call center outsourcing vendor primarily responsible for helping businesses achieve increased productivity, cost savings, and operational simplification.

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

Global Response

DECEMBER 21, 2023

Does customer service really impact how your audience views your brand? Take a look for yourself: 3 out of 5 customers say that good customer service is necessary for them to feel loyal to a brand. 93% of customers are more likely to remain loyal to companies who have great customer service.

Customer Service 62

Customer Service outsourcing Chatbots Abandon rate 62

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. Before reporting to engineering we get a sense of how many customers are impacted by the issue. Upon realizing the wide impact, the question that inevitably arises is: How did it take the customer support team so long to discover this issue?

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? As Zendesk explains, 60% of customers have a higher standard of service than in the past.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Make it quick, I’m in a rush: Growing up in the age of the Internet, Millennials are not known for their patience. She’s a Millennial.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Blueship Call Center

SEPTEMBER 26, 2023

The call center sector has seen a significant transition in the commercial world. Call centers began as internal divisions devoted to sales and customer service. The use of call center outsourcing techniques increased corporate productivity in the latter half of the 20th century.

outsourcing 70

outsourcing Call Center Calibration Contact Center 70

Fonolo

NOVEMBER 2, 2021

Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. How to build a customer service strategy.

Customer Service 95

Customer Service Contact Center First call resolution Call Center 95

Call Experts

FEBRUARY 17, 2022

How do you improve customer service? The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. When you take care of customers from start to finish, they will always come back and refer others to your business.

Contact Center 98

Contact Center Customer Service Self service Call Center 98

Vistio

JANUARY 16, 2024

In this era of digital transformation, customer experience has become more crucial than ever before. Businesses need to ensure that they are staying ahead of the curve and leveraging the power of technology to provide personalized and efficient services in every interaction.

Contact Center 52

Contact Center Customer Experience Average Handle Time Analytics 52

Ansafone

OCTOBER 25, 2022

Why do businesses need contact centers? Well, providing excellent customer service is crucial in establishing a brand that people can trust. If a company is stretched thin, it most likely cannot financially afford the latest technology. Top Benefits of a Contact Center. Save Money. The answer is in the numbers.

Contact Center 62

Contact Center outsourcing Call Center Scripts 62

Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. We rely heavily on these essential services, from electricity and water to telecommunications and internet services. When Did Call Centers Become the Standard?

Contact Center 52

Contact Center Customer Service Self service Call Center 52

TeleDirect

JANUARY 16, 2023

Does your business struggle with handling calls and leads? Here is a brief guide for call center inbound strategies. . A Brief Guide for an Effective Inbound Call Strategy. Is your phone ringing off the hook? That’s a good thing—as long as your call center inbound game is on point.

Call Center 62

Call Center Scripts Feedback Contact Center 62