DMG

NOVEMBER 13, 2017

Question: Our contact center agents in customer service and technical support are being asked to up-sell and cross-sell. Although a business may consist of separate contact center roles and departments for sales, customer service, technical support, etc., How do we help them become comfortable with this change and be effective? Answer: Agents in traditionally “non-sales” contact center roles are frequently asked to sell, due to evolving customer experience standards.

Technical Support 40

Technical Support Sales Analytics Coaching 40

Bright Pattern

APRIL 12, 2018

As a well established and award-winning technical support company, 80024Support had the goal of aligning their infrastructure and technology investments with its company’s vision to provide unrivaled customer experience solutions. In order to accomplish this, they needed to find a vendor (and partner) to help them safely transition to the cloud and digitally transform their contact center operations. Transition Cloud

Technical Support 46

Technical Support Contact Center Technology Customer Experience 46

Abby Connect Virtual Receptionists

JULY 19, 2017

If you have ever called up customer care or technical support and have had trouble understanding the words being spoken, or the accent in which the agent is speaking, you may be speaking with an agent either new to North American or from an international call center.

Technical Support 65

Technical Support Customer Care Call Center Customer Service 65

Call Center Weekly

APRIL 17, 2018

For nearly 30 years I have enjoyed supporting and developing next generation technologies, and the people that make them happen. I eventually moved back into full-time customer support in 2000 when I joined Automation Support as a Call Center Agent.

Metrics 141

Metrics Contact Center Technical Support Engineering 141

Toister Performance Solutions

NOVEMBER 30, 2017

I placed a frantic call to technical support. The technical support rep must have been super empowered. She skipped all of the usual items on the support checklist ("Yes, I've tried rebooting my computer.") So how can support teams bring more relief?

Customer Support 95

Customer Support Technical Support Self service Coaching 95

OctopusTech

FEBRUARY 23, 2018

Types of Inbound Call Center Services: a) Customer Support is what the name itself says, servicing the customers before, after and during the purchase to satisfy their needs through interaction.

Telemarketing 59

Telemarketing Call Center outsourcing Inbound sales 59

Call Center Coach

JULY 26, 2017

So, one of her technical team members (Ben) called support for the company that she was contracted with. He was quickly informed that the chat module of the solution was developed by a different company and that he needed to contact their technical support team.

Contact Center 155

Contact Center SaaS Technical Support outsourcing 155

Aspect

APRIL 18, 2018

These were questions like “how to get access to our technical support team or training department”, and “how to find out about industry events Aspect would be hosting or participating in”.

Technical Support 62

Technical Support Sales Enterprise Chatbots 62

inContact

AUGUST 2, 2016

Have you ever called technical support just to get stuck in an endless loop, never getting through to a live person? Momentum Voice Management System provides best in class quality and support insight. Award-winning, dedicated support.

Contact Center 67

Contact Center Technical Support Benchmark Contact center software 67

Toister Performance Solutions

APRIL 12, 2018

This includes searching for product information online, using a company's app, or searching for technical support information on a website.

Customer centricity 56

Customer centricity Technical Support Surveys Metrics 56

inContact

JANUARY 18, 2018

Customers will not tolerate being passed to third parties for problem resolution but will value those companies who accept responsibility for the products or services they sell and are willing to provide appropriate support.

outsourcing 71

outsourcing Technical Support Engineering Contact Center 71

8x8

JUNE 22, 2017

While individual and team functions, such as sales calls, billing collections and IT support requests, are viewed differently, all of these actions make up a company’s internal and external customer engagement. Conversely, a poor customer experience, a mishandled call, or not providing a high level of internal support can dramatically affect business success. Communication is the lifeblood of any organization, regardless of its size or industry.

Contact Center 40

Contact Center Contact center software Technical Support contact center solutions 40

ShepHyken

JUNE 24, 2016

If you work in technical support, perhaps customers need help connecting the product to the Internet. In many cases, answering the questions the customer didn’t know to ask prevents the aggravation of having to contact support again.

Technical Support 69

Technical Support outsourcing Education Customer Service 69

Customer Service Life

MAY 15, 2017

Now imagine working in technical support and you need to get a customer’s make and model for the device you’re supporting. This article was originally published on the FCR blog on May 3, 2017. Click here to read the original.

Technology 59

Technology CRM Technical Support Customer Service 59

Beyond Philosophy

MARCH 29, 2017

You are integrating your desired Customer Experience, which should be the delivery of your brand promise, throughout the different channels whether that means shopping, ordering or technical support. Omnichannel means at its foundation, integration.

Technical Support 86

Technical Support Consulting Consulting Marketing 86

Return Customer

JUNE 15, 2016

Create Your Support Infrastructure. The next step toward putting your strategy into practice is creating an infrastructure for your support team. This begins with setting up your social media support accounts, which can use dedicated customer service usernames or brand usernames.

Technical Support 63

Technical Support outsourcing Benchmark Feedback 63

inContact

JANUARY 3, 2018

Over the last couple years, there’s been a shift in the content of television and radio commercials from product features to customer experience.

Entertainment 35

Entertainment Advertising Technical Support Contact Center 35

ShepHyken

MARCH 10, 2017

For example, you can create a separate email address for customer service, invoices and technical support so that when a customer contacts each department, a specialist can reply in a timely manner.

Technical Support 77

Technical Support Benchmark Customer Service Best practices 77

inContact

DECEMBER 12, 2016

As supervisors and managers, it is our jobs to coach and support agents through customer interactions. Since providing technical support most consumes agents’ time , they must have real-time access to the data and tools needed to quickly and efficiently handle the interaction. We all want our agents to provide “great” service.

Agent Empowerment 72

Agent Empowerment Contact Center Finance Technical Support 72

Taylor Reach Group

NOVEMBER 17, 2017

With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018. 1) Omnichannel I think that 2018 will be the year the Omnichannel becomes a reality for many customer support centers. Original post via ProProfs, expert opinion summary by Colin Taylor.

SaaS 43

SaaS Chatbots Technical Support Customer Support 43

Customer Relationship Metrics

JANUARY 11, 2017

Whatever conclusions were made would be driven and supported by the customers’ survey responses. The objective was to either support or refute the impacts of agent accountabilities on FCR performance. Everybody’s talking about it. Many boast about their escapades and their appeal.

Calibration 66

Calibration Caller satisfaction Contact Center Healthcare 66

Toister Performance Solutions

NOVEMBER 14, 2017

Here's an example: In a technical support contact center, each call was a roll of the dice. Ever since a major software update was released, the support team was flooded with calls. Note: This post was originally published on LinkedIn Pulse.

Technical Support 56

Technical Support outsourcing Best practices Contact Center 56

ShepHyken

JANUARY 20, 2017

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. What can also highly influence customer experience is the way customer support agents actually communicate with them.

Customer Support 74

Customer Support Technical Support Enterprise Sales 74

Taylor Reach Group

AUGUST 28, 2017

Most, if not all Contact Centers, technical support or customer service operations will access a knowledge-base. KCS stands for Knowledge Centered Support and sets out standards for KB management which are applicable to any organization using a KB. The spelling, grammar, and technical content must be correct. By: Peter Elliot. Many modern organizations are knowledge centered.

CRM 63

CRM Management Engineering Technical Support 63

Taylor Reach Group

MAY 30, 2017

So, AI is already here, has been here for a while and will continue to support ever increasingly complex customer interactions. Video will be another channel supported by Contact Centers where its value and use makes sense to the customers and the organization. . By: Colin Taylor. .

Contact Center 74

Contact Center Journey mapping CRM Technical Support 74

Toister Performance Solutions

APRIL 25, 2017

For example, a Tier 2 technical support team handled issues that were beyond the scope of expertise for the Tier 1 team. A question I often receive from customer service professionals is "How do I get my coworkers to improve their service?

Construction 52

Construction Technical Support Customer Service Feedback 52

ClearAction

DECEMBER 28, 2017

Technical Support time to resolve issues. Others are supportive of core capabilities, and may be categorized as management technologies, support technologies, research technologies, etc. Solving System Silos for Customer Experience Excellence Lynn Hunsaker.

Technology 60

Technology CRM Technical Support Customer Experience 60

ijgolding

NOVEMBER 3, 2016

With the level of access, support and sponsorship they have received from the board tending to be a key success lever more than any specific host organisation. Proven examples and stories that support competitive advantage of Customer Experience.

CRM 48

CRM Finance Technical Support Government 48

Contact Center Geek

OCTOBER 17, 2014

I recently called a large cable company for technical support. I make calls to call centers nearly every working day. On purpose. And I enjoy it! Yes, you read that correctly. I actually go out of my way to call at least one call center each working day.

Call Center 52

Call Center Technical Support Engineering Banking 52

Taylor Reach Group

JUNE 5, 2017

When you look in Ontario, the majority of Contact Centres are in-house and support inbound customer service. Small technology businesses, where technical support is a Cost Centre, will work towards deploying alternative channels of support.

Telemarketing 56

Telemarketing Virtual Agent Government Technical Support 56

Taylor Reach Group

MARCH 19, 2018

Similarly, technical support centers often have target service level wait times of 3 to 5 minutes for free support. By: Turaj Seyrafiaan. In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”.

Abandon Call 43

Abandon Call Wait times industry standards Average Handle Time 43

Jon Arnold

MAY 30, 2017

This group provided our sales group both sales and technical support through high level presentations, complex configurations, responding to RFP’s, etc. On one of his deployment forms, he indicated supporting the Green Beret Foundation and the Special Operations Warrior Foundation.

Engineering 56

Engineering Travel Sales Construction 56

Taylor Reach Group

JUNE 15, 2017

When you look in Ontario, the majority of Contact Centers are in-house and support inbound customer service. Small technology businesses, where technical support is a Cost Center, will work towards deploying alternative channels of support.

outsourcing 52

outsourcing Telemarketing Contact Center Virtual Agent 52

CX Journey

SEPTEMBER 16, 2014

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? Or both? With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.),

Management 50

Management Technical Support Advertising Banking 50

Toister Performance Solutions

JANUARY 16, 2018

Technical Support Manager, Everbridge. "I I am in charge of a technical support team (no face to face support). Each Monday, I send out an email with a weekly customer service tip.

Customer Service 0

Customer Service Technical Support Best practices Management 0