Global Response

JANUARY 31, 2024

That’s precisely why so many companies are outsourcing tech support. Let’s look into the benefits and challenges of outsourcing remote work tech support to understand it better. It comes with a host of benefits: Access to support from anywhere, at any time Remote workers love the ability to work whenever, wherever.

outsourcing 62

outsourcing Technical Support Best practices Education 62

CSM Magazine

OCTOBER 5, 2023

In light of National Customer Service Week (2-6 October), a new study has revealed that one in five Brits wastes up to 12 hours a year waiting to be served when eating out. Nearly a third admit that the cost-of-living crisis has made them less tolerant of poor customer service.

Customer Service 59

Customer Service Technical Support B2B Wait times 59

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. To keep the study simple, one email was sent to each company containing two simple questions: Do you have a phone number I can call you on?

Customer Service 220

Customer Service Technical Support Benchmark Best practices 220

Global Response

DECEMBER 21, 2023

Be sure they have deep knowledge of the software, hardware and network requirements necessary to run your help desk, as well as skilled agents who are able to effectively provide Tier I technical support on your product. This can include phone, email, live chat, social media and/or text support for both Tier I and Tier II requests.

outsourcing 62

outsourcing Technical Support Service level Abandon rate 62

OctopusTech

MARCH 3, 2024

Browse through their portfolio, client testimonials, reviews, and case studies to evaluate previous work. Assess technical support mechanisms, post-launch maintenance services, etc. Shortlist those with relevant experience and technical expertise to match your needs. Gauge their communication styles and protocols.

outsourcing 62

outsourcing Technical Support Government Metrics 62

Call Center Weekly

MAY 1, 2019

Customer journeys are frictionless and fault-tolerant, because they were meticulously studied, optimized, and fortified. Andrew’s background in Information Technology put him on the front-lines of customer service as an IT Support Center Analyst. His vision: deliver Amazing Customer Service and Technical Support™.

Contact Center 256

Contact Center Technical Support Feedback Engineering 256

Call Center Weekly

JULY 6, 2018

There are numerous studies that highlight how significant the customer experience is to your bottom line. While solely offering English support seems to do the trick for some companies, the lack of additional languages in the support center could ultimately be hurting long-term business.

Contact Center 212

Contact Center Technical Support Government Consulting 212

TechSee

NOVEMBER 22, 2021

Seven in ten workers said that they experienced two or more technical issues that required IT assistance while working remotely. . This means that companies must prioritize reliable round-the-clock remote IT technical support for their teams. . IT Support Services Prices aren’t Cheap. access the company network .

Technical Support 109

Technical Support Telecommunications Best practices Morale 109

Global Response

DECEMBER 21, 2023

The benefits of outsourcing customer service are well-documented, but what about your technical support? Isn’t it better to keep technical support in-house with team members who know your product? We have 40+ years of experience managing Help Desks and customer support outsourcing, and we can get the results you need.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

CCNG

MARCH 30, 2022

Human behavior When they first told me about this, I knew from studying human behavior in contact centers for years that it would not work. If you could, all customer service, technical support, and sales organizations would be hitting their metrics. It drives leaders to just manage tasks.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Outsource Consultants

NOVEMBER 29, 2021

Many productivity studies were launched early in 2020, sparked by the remote shift, so preliminary results run the spectrum of outcomes: A Stanford study of 16,000 workers saw a productivity increase of 16%. Where access to physical items is critical to the agents’ job, like technical support for physical products and equipment.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

TechSee

DECEMBER 9, 2020

For example, an attended RPA case study may be related to the onboarding process, automating the series of documents that a new customer must fill out and sign, or information entry, where a human agent can trigger an RPA task to update customer information across multiple systems. Successfully Introducing Contact Center RPA.

Contact Center 109

Contact Center Technical Support Metrics CRM 109

Quality Contact Solutions

APRIL 1, 2021

The best inbound call center services can support both Business to Business (B2B) and Business to Consumer (B2C) client needs. Customer service and support. Tier 1 technical support. Direct response marketing support. A study assessed traits of over more than 1.5 Billing issues. Lead qualification.

Call Center 98

Call Center outsourcing Telemarketing B2C 98

Hodusoft

APRIL 17, 2024

To eliminate any doubt let’s look at this study’s findings. As per a study conducted by the Aberdeen Group, auto attendant technology can reduce customer service costs by up to 30 percent. A study by Forrester found that 63 percent of customers want IVR systems to recognize their unique needs and provide personalized experiences.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Anexa BPO

SEPTEMBER 7, 2023

There are lessons to be learned by studying the profound impact of leadership storytelling on innovation, and exploring how it fuels success and transforms the way we approach groundbreaking ideas. To begin with, what exactly is leadership storytelling? Want to learn more? We’re Anexa – reach out today.

outsourcing 52

outsourcing Morale Technical Support Technology 52

TeamSupport

JANUARY 12, 2021

ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics.

B2B 86

B2B Customer Support Technical Support Coaching 86

TeleDirect

DECEMBER 14, 2023

Studies have demonstrated that acquiring a new customer can cost at least five times more than keeping a current one. In other ways, it’s less concrete and slightly more complicated. If you’ve been in business long, you know that retaining clients is significantly less costly than obtaining new ones.

Call Center 62

Call Center Customer retention Technical Support Sales 62

Global Response

DECEMBER 13, 2022

As the data from customer expectations suggests, there are a number of soft and hard skills for call center agents that you should consider: things like communication, empathy, active listening, patience, technical skills in tools you use, channel experience, experience with your industry, providing technical support, problem-solving and more.

Call Center 62

Call Center Technical Support Contact Center Wait times 62

Vcaretec

JUNE 6, 2022

Countless studies have shown that ensuring your customers have a great buying experience leads directly to larger purchases and repeat sales. Customer support representatives need to also have support, in the form of human resources, IT, and care analysts ready to on-board, offer technical support, and monitor your care analytics.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

Interactions

JULY 22, 2021

A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. The CEO of the UK Institute of Customer Service hypothesized that many customers would be willing to pay extra if they knew they would get better customer service, and research supports her claim.

Customer Service 62

Customer Service Wait times Technical Support Advertising 62

Playvox

MARCH 12, 2024

According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance. Agents in our 2022 study said the opportunity to work remotely was the most motivating reward they could receive, followed by incentives like days off or gift cards.

Morale 78

Morale Gamification Contact Center Quality management 78

SmartAction

NOVEMBER 22, 2023

It can verify new accounts, take payment information, provide technical support, automate routine tasks with human assistance, and more. And offer after-hours support with a much smaller team. One study found that using AI can result in 20% to 30% cost savings. Handle peak-hour traffic more efficiently.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Toister Performance Solutions

DECEMBER 30, 2021

A Cornell University study discovered that the less someone knows about something, the more likely they are to overrate their knowledge. A subsequent study from Yale found that people who can easily search for information on the internet also have an inflated sense of smarts. #3

Customer Service 71

Customer Service Airlines Technical Support Sales 71

Call Center Pros

OCTOBER 29, 2018

There are few ways to ensure the good positioning of a company without viable IT technical support, which is one reason why any business leader should consider outsourcing IT services. A professional IT support provider helps manage the network, users, services, and devices that are integral to a company’s operations.

Business Process Outsourcing 100

Business Process Outsourcing outsourcing Technical Support Multichannel 100

bold360 Blog

JANUARY 22, 2020

Improving Employee Satisfaction with Technical Support. Now let’s look at all the people behind the scenes who support employees. LogMeIn’s own HR chatbot, Benny, is one example of how we are improving employee satisfaction with technical support. Real-life example: Us. Yes, we’re drinking our own champagne.

Employee engagement 76

Employee engagement Customer Experience Technical Support Chatbots 76

IdeasUnlimited

JANUARY 11, 2021

In 2019, IdeasUnlimited was awarded the top Houston company for call center and business support services by Clutch. IdeasUnlimited support services cover customer support, technical support, and multilingual support with both inbound and outbound call center options. How TravelWifi Went Global.

Real estate 52

Real estate Construction Technical Support Call Center 52

IdeasUnlimited

JANUARY 11, 2021

In 2019, IdeasUnlimited was awarded the top Houston company for call center and business support services by Clutch. IdeasUnlimited support services cover customer support, technical support, and multilingual support with both inbound and outbound call center options. How TravelWifi Went Global.

Real estate 52

Real estate Construction Technical Support Call Center 52

Hodusoft

SEPTEMBER 21, 2022

A research study has shown that businesses that use cold calling tactics have experienced 42% more business growth than those that don’t. Customer support provided for incoming calls from customers to the business. Technical support. Product/service-related support. Definition. Customer query. Complaints.

call center software 96

call center software Call Center CRM Average Handle Time 96

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. Offering automated replies for the most common technical support questions is just one application of using SMS for customer service.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

Vistio

FEBRUARY 5, 2024

Utilities The utilities industry deals with issues such as service interruptions, billing inquiries, and technical support. Explore our ServiceSim page to learn more, check out our case studies to see how ServiceSim has benefited other organizations, or contact us for a personalized demo.

Call Center 52

Call Center Healthcare Government Coaching 52

TechSee

JULY 8, 2020

A new study examining consumer expectations of technical support and technician visits during the COVID-19 pandemic found that while most still expect their providers to resolve service and equipment issues as quickly and effectively as before the pandemic, 75% do not want technicians in or around their homes unless strictly necessary.

Technology 109

Technology B2B Engineering Technical Support 109

Education Services Group

FEBRUARY 3, 2021

In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. Clearly, there was an opportunity to expand from strict technical support to a scalable channel for more complete customer engagement. Fast-forward to 2021.

Technical Support 59

Technical Support Technology Self service Enterprise 59

Quality Contact Solutions

JULY 19, 2018

Here are a few examples of current B2B outbound, inbound and multi-channel call center client programs: Healthcare Industry Case Study. QCS has 70+ employees working on behalf of this client on a daily basis, including outbound sales, inbound sales, inbound customer service and inbound technical support.

Telemarketing 63

Telemarketing Inbound sales Outbound sales outsourcing 63

Global Response

JANUARY 23, 2021

This could cover anything from technical support to email and sales communication, to social media monitoring. Oftentimes, businesses choose to partner with a call center to handle incoming customer inquiries. While call more. The post How Your Business Can Benefit From a B2B Call Center appeared first on Global Response.

B2B 48

B2B Call Center Technical Support Sales 48

NobelBiz

JANUARY 16, 2024

Read Case Study Watch video Types of Call Center Campaigns: Navigating the Inbound and Outbound Dynamics So what type of call center campaigns are there? Technical support campaigns require expertise in troubleshooting and resolving various issues.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Global Response

APRIL 27, 2023

Due to the proximity of nearshoring call centers, the majority of nearshore agents have spent time living, studying or working in the US. Whether you need after-hours (or 24/7) support, specialized skills such as multilingual support , advanced omnichannel or technical support , nearshoring can be a supplement to overworked internal staff.

outsourcing 62

outsourcing Service level Call Center Technical Support 62

Hodusoft

FEBRUARY 29, 2024

As per one recent study by Datto, MSPs, on average, serve 122 clients. Remote Work Challenges As per a recent study , 30 percent of MSPs will continue working from home even four years after COVID. Employee Burnout The demanding nature of technical support can lead to employee burnout.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52