ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. Understanding the possible dilemma, we’ve curated a quick guide for businesses. Your agents save multiple efforts.

Customer Service 391

Customer Service Chatbots Interactive Voice Response Customer Support 391

CCNG

NOVEMBER 1, 2023

Our insight into the intricacies of agent management and scheduling positions us to contribute significantly to strategic planning discussions. WFM professionals are well-equipped to guide organizations toward evidence-based decision-making and help align strategic goals with operational realities.

CCNG 195

CCNG Analytics Employee engagement Contact Center 195

Myra Golden Media

APRIL 5, 2023

When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. Signposting is the art of guiding the conversation using clear and concise language to let the caller know what to expect next.

Best practices 156

Best practices Call Center call center software Healthcare 156

ShepHyken

AUGUST 12, 2022

She shares how you can reduce customer support tickets and enhance customer experience. The last thing you want in your business is to face an increased number of customer support tickets. . Here is how you can reduce customer support tickets and enhance CX: . Prioritize support tickets . Merge support tickets.

Customer Support 173

Customer Support Self service Journey mapping Wait times 173

TechSee

MARCH 11, 2024

Conversational AI vs Chabots vs Generative AI Conversational AI and chatbots are both technologies that can enhance customer experience and support, often through a chat-based interface. To automate your customer support and troubleshooting, you will need a provider with an advanced Phase 3 solution. Where are you in your AI journey?

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

TechSee

FEBRUARY 23, 2023

Most service organizations have found that visual support is a force multiplier when upskilling agents, helping them maintain their average handle time (AHT) and first contact resolution (FCR) while adjusting to their new duties. Visual assistance is practical even when agents require more experience with wide-ranging support.

Contact Center 124

Contact Center Average Handle Time Education Best practices 124

TechSee

APRIL 22, 2024

Use TechSee’s native SDK to launch visual support, including app mirroring – right from the app. Similarly, customers can be visually guided to resolution with augmented reality overlays. This integration ensures that agents can leverage visual support tools without needing special hardware or additional efforts.

APIs 109

APIs Scripts Technology Best practices 109

TeamSupport

APRIL 10, 2024

Arobust client support software solution, TeamSupport is uniquely positioned to help agents manage post-sale customer interactions with finesse, ensuring businesses not only retain their customers but also cultivate relationships based on trust and satisfaction. This is where TeamSupport comes in.

Analytics 52

Analytics Upselling Sales Management 52

TechSee

MAY 23, 2023

Across sectors and around the world, enterprise leaders have been carefully managing expenses and streamlining processes. An automated visual flow is a short, mobile-friendly flow that guides users through a particular series of actions as part of a service experience. 2023 has been the year of efficiency.

Contact Center 109

Contact Center Interactive Voice Response APIs Consulting 109

Fonolo

NOVEMBER 22, 2022

Fortunately, e-learning has made call center management courses more accessible than ever. Who Should Take Call Center Management Courses? 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.

Call Center 147

Call Center Management Benchmark Contact Center 147

Help Scout

AUGUST 22, 2023

This guide will walk you through how to get started with Help Scout. You’ll learn all the fundamentals of the platform, from managing your mailbox to creating self-service support with Docs, Beacon, and more. Read the full article

Self service 98

Self service Management 98

Lumoa

JANUARY 8, 2024

This feature automatically detects and analyzes these languages, making global customer support and feedback analysis a breeze. Product Development Insights: Spot trends and customer preferences, guiding your next product iteration to align with market demands and expectations. Language Detection: This one is self-explanatory.

Feedback 157

Feedback Analytics Multichannel Surveys 157

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. What quantitative and qualitative evidence supports our understanding of this alignment? To address this issue, COPC Inc.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

CSM Magazine

APRIL 16, 2024

A reliable and responsive customer support system is often regarded as a hallmark of legitimate platforms. A reliable and responsive customer support system is often regarded as a hallmark of legitimate platforms. Effective customer support quickly addresses these issues to ensure minimal disruption.

Customer Experience 52

Customer Experience Wait times Chatbots Customer Support 52

CSM Magazine

FEBRUARY 1, 2024

The solution is part of a wider Wellbeing Programme from Sabio which includes psychology-based discovery, Consultancy Services and ongoing strategic Success Management. We set out to create a best-in-class mental health solution that employees could easily access whenever they needed support.

Consulting 52

Consulting Consulting Management Customer Service 52

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Calabrio is ranked the number one vendor for Reliability and Usability.

Management 59

Management Coaching Contact Center Customer centricity 59

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. They can take several forms, including: In-app guides. Customer support platforms.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Comm100

OCTOBER 17, 2023

Customer service automation software are tools designed to automate and streamline customer support processes, often powered by AI. They can handle basic queries, guide users, or escalate issues to human agents. Human engagement is still a vital aspect of customer service and support.

Customer Service 73

Customer Service Interactive Voice Response Multi-channel support Multichannel 73

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Totango

JANUARY 3, 2024

It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. These behaviors will guide our strategy as we continue to evolve and innovate. showcasing, in our opinion, our strength of strategy and product offering for enterprise businesses.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

CSM Magazine

MARCH 25, 2024

Training and Boundaries Training for call center agents often includes how to manage difficult conversations and de-escalate conflicts. Role-playing exercises and scripts can guide them through a variety of tough scenarios. Seek Support : Debrief with a supervisor or team leader after the call.

Scripts 52

Scripts Call Center Contact Center Customer Service 52

ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. This last role is imperative to champion and support your book shift from the top down. What do you need for a successful customer success book shift? Set S.M.A.R.T.

Best practices 52

Best practices Accountability Management Metrics 52

CSM Magazine

OCTOBER 2, 2023

BigChange has announced ‘Walkthrough Guides’ to make it easier to introduce new software. As companies switch from paper or older software systems, using new software can be daunting for staff, so BigChange has developed simple pop-up guides to take new users through the software step-by-step.

Finance 59

Finance CRM Enterprise Technology 59

VirtualPBX

OCTOBER 19, 2023

In our relentless pursuit of supporting businesses across diverse industries , we are thrilled to announce a game-changing initiative: the introduction of our Playbooks. These meticulously crafted guides, tailored for the legal, franchise, dental, real estate, and new business sectors, are your roadmap to success.

Real estate 105

Real estate Finance Marketing Enterprise 105

360Connext

JANUARY 5, 2022

Related Resources: [Guide] CX Mission Statement Workbook. You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. Related Resources: [Guide] SMIRC Goals checklist. Related Resources: [Guide] CX Success Statement Workbook.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

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. Invest in AI to support your agents. Weekly full-company meetings.

Call Center 151

Call Center call center software Employee engagement Gamification 151

OctopusTech

MARCH 1, 2024

Shopify has become one of the most popular e-commerce platforms, offering entrepreneurs and small businesses a robust yet user-friendly system to create and manage an online store. Their user-friendly admin makes it simple to add products, customize the design, manage orders and inventory, and track analytics without needing to know code.

Analytics 62

Analytics APIs Enterprise Best practices 62

NobelBiz

OCTOBER 2, 2023

When approached from a contact center perspective, these systems not only manage and monitor customer inquiries but also harmonize the operational flow, thereby optimizing customer experience. Defining Integrated Ticketing in Contact Centers Integrated ticketing in contact centers is the backbone of seamless customer support.

Contact Center 106

Contact Center Contact center software Multi-channel support Chatbots 106

CSM Magazine

APRIL 24, 2024

Without a doubt, their readiness to implement innovative solutions paid off, and one of them was the integration of artificial intelligence into their customer support system. This is next-level customer support, the implementation of which can open up effective communication channels.

Customer Service 52

Customer Service Chatbots CRM Customer Support 52

Toister Performance Solutions

FEBRUARY 8, 2024

They guide employees' interactions with customers and ensure consistency. Technical support reps are often trained to ask customers to reboot their device as a first step to solving a problem. I recently spent an hour watching a manager interact with employees at In-N-Out. Fond farewell. When do you need steps of service?

Technical Support 106

Technical Support Feedback Contact Center Customer Service 106

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. You need proven work. Titles that have stood the test of time.

Management 98

Management Call Center Metrics Entertainment 98

Taylor Reach Group

MAY 11, 2021

Developing Guiding Principles that Align Company Mission, Vision & Strategy with Call Center Mission, Vision & Strategy. While Guiding Principles can be developed in isolation (i.e. It supports the company mission and vision at ground level. What are Guiding Principles? How can this gap be addressed?

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

Expivia

FEBRUARY 26, 2024

This guide outlines the critical preparatory steps and follows with a strategic roadmap for technology acquisition, ensuring your contact center is fully prepared to embrace the future. Robust Knowledge Management System (KMS) : A comprehensive KMS is vital for training AI and agents alike.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. AI can help create informative guides, video tutorials, and FAQs for customers. AI is changing just about everything within the SaaS and technology space.

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

The Petrova Experience

APRIL 3, 2024

But agencies cannot do that alone, especially while managing multiple internal and external demands. Customer experience includes the strategy that guides every interaction with a customer, in and out of your space , at every step of their relationship with you. Now, these interactions can be positive, productive, and supportive.

Consulting 52

Consulting Consulting Customer Experience Engineering 52

CSM Magazine

APRIL 16, 2024

In this article, we provide some insights into how online casinos can deliver outstanding customer support. The Importance of Exceptional Customer Support In the virtual arena of online gambling, where competition is fierce, customer support can be the differentiator that sets an establishment apart.

Customer Support 52

Customer Support Entertainment Chatbots Self service 52