5 Reasons You Should Invest in a Technical Support Team

Call Center Pros

For every business, it is essential to have a technical support team. They believe that employing technical support would be costly and they might not need it. It is vital to provide your customers with the world-class tech support for gaining their trust and for maintaining high client retention rate. If you cannot afford to hire technical staff, you can simply outsource the tech support from some reputable company.

Business Process Outsourcing: An Important Development Lever

Call Center Pros

Support. Information Technology (IT) is a major support function for any business. 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.

How to Say No to A Customer: Difficult but Indispensable

Call Center Pros

Everyone who works in customer service has been found in the cumbersome task of having to say no to a customer occasionally. There are situations where we can’t avoid this difficult task.

The Individualization of the Customer Experience

Call Center Pros

One size rarely fits all. It seems obvious, right?

How to Increase Sales During the Holidays

Call Center Pros

We just left Halloween behind and Thanksgiving and the Christmas holidays are just around the corner. It is no secret to anyone that this is the busiest season of the year for most businesses.

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9 Of the Most Effective Techniques to Handle Difficult Customers

Call Center Pros

An unsatisfied customer can quickly become problematic. As a business, it’s not uncommon to have to deal with complicated situations, it’s part of the game. But having people who are unhappy is not the end of the world.

Our contact center agents in customer service and technical support are being asked to up-sell and cross-sell. How do we help them become comfortable with this change and be effective?

DMG

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.

Virtual Assistants: What Are the Advantages for Companies?

Call Center Pros

Answering Customer Service Emails /Tickets / Chat Support. For example, it can provide technical support to users through a hotline. A virtual assistant is the collaborator of a company that provides its services remotely.

The Importance of Tech Support Services for Businesses

Call Center Pros

One of the major contributing factors to your company’s success is the efficiency of your professional support team. You might be surprised to know that the technical support team lays the foundation for building a credible relationship between the customers and the company. If you cannot manage to hire new staff for handling the customer care affairs, you can outsource to a known tech support company. Your support service can make or break your image.

The Best 5 Strategies To Really Understand Your Customers

Call Center Pros

The success of any business depends on its capacity to understand the desires and necessities of its customers. Today, with big data and artificial intelligence, one might think that technology is the key to reaching the customers.

The Power of Psychology in Customer Service

Call Center Pros

If you can better understand how the mind of your customers work, you can offer a higher level of intuitive support and consequently, they will be happier. Psychology is very important when we are talking about customer service.

AI Vs Live Agents- Will AI Replace People in Customer Support?

Call Center Pros

Business Call Center Customer Service 24 hour customer support AI artificial intelligence best customer service call center contact center customer service customer support live agents technical support

Four Reasons to Invest in a TASKE Support Plan

TASKE Technology

Following the first year, you have the option of renewing your support plan. We offer different levels of support so that you can choose the right plan for you. Obtain after-hours support. There are several ways that a TASKE support plan can save you money.

Leeds City Council’s Laura Batley focuses on optimising customer contact

Sabio

Continuing profile series of some of the customer engagement sector’s leaders, we interviewed Leeds City Council’s Technical Support and Development Manager, Laura Batley.

What Is Accent Neutralization?

Abby Connect Virtual Receptionists

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.

Transition to the Cloud to Reduce Operational Expenses While Improving Customer Experience

Bright Pattern

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

Tek Corner

OctopusTech

Octopus Tech provided Tek Corner with Technical Support Services that helped them troubleshoot their customer’s issues regarding setup of IP based phones, TV etc. Tech Support Services. Customer Support

Tek Corner

OctopusTech

Octopus Tech provided Tek Corner with Technical Support Services that helped them troubleshoot their customer’s issues regarding setup of IP based phones, TV etc. Tech Support Services. Customer Support

The New Definition of Employee Empowerment

Toister Performance Solutions

Here's a quick story that illustrates the challenge with this definition: A technical support rep, let's call him Scott, was empowered to take as long as necessary to help a customer solve an issue.

Wishing You a Day of Peace

Win the Customer

To all of you staffing the 24x7x365 customer service and technical support call centers around the world, who sacrifice to continue your mission of exceptional customer experiences, I want to […].

Forget Happiness, This Is the Top Emotion for Customer Support

Toister Performance Solutions

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?

Four Familiar CTI Problems and How to Solve Them

InGenius

However, by choosing a CTI solution that doesn’t offer flexible support for future growth plans, many contact centers find themselves having to constantly reinvest in new solutions whenever their needs change. Insufficient technical support. Though the features and the solution itself may look good on paper, CTI buyers must also consider what could happen if they choose a provider that offers little technical support for their clients post-sale.

How to Create Good Customer Service Goals

Toister Performance Solutions

The technical support agent was sharing her struggle with her contact center's talk time goal.

Revealed: 7 Essential Elements For Your Omnichannel Strategy

Beyond Philosophy

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.

Multilanguage Support in the Contact Center

Call Center Weekly

This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients. How does a contact center without a formal multilingual support system handle non-English calls? I truly see the need for foreign language support.

Nearshore Contact Center Outsourcing Spotlight: Costa Rica and Panama

Outsource Consultants

Costa Rican contact centers are great options for companies needing services such as customer service and tech support. This includes inbound call center services such as customer service, technical support/help desk, and sales/upsells. Technical support and helpdesk.

Don’t Lose Customers to a Bad Contact Center Experience

inContact

For example, you can be the best in the business at providing technical support over email. 79% of consumers indicate that they will leave you if you provide them just one bad customer experience.

The Subtle Differences Between Customer Support and Customer Service

Kayako

Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. Customer support’ appears cooler because it has been popularized by new technologies and software.

How Aircall Uses Aircall: Tips & Tricks From Those Who Know Best

aircall

Aircall is a versatile phone system adored by small-but-growing sales and support teams. Not only do we engineer, optimize, sell, and troubleshoot the product, we also use it on a daily basis for our support and sales operations. Patrick — Customer Support.

5 Tangible Benefits only a Call Center can offer the ISP Industry

OctopusTech

Technical Support. Remember one thing, customer feedback, whether positive or negative, travels fast, and only a superb customer support can guarantee a positive word of mouth.

Best Telemarketing Companies Focus on Their Niche

Quality Contact Solutions

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. By Angela Garfinkel, President.

What Are The Best Method To Reduce Call Center Complaints?

Dialer 360

Moreover, the customer service center especially engaged to provide fast client support. This is technical support order taking to offering toll-free hotlines online etc. And the offer range from order handling inbound customer support facility.

End Finger Pointing in the Contact Center Communication Cloud

Call Center Coach

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.

Why Build a Contact Center Instead of a Call Center?

Win the Customer

Cloud contact centers can support agents who handle both inbound and outbound communications. You can handle all types of communications from a single contact center, including purchase orders, order status inquiries, post-purchase satisfaction surveys and technical support.

How Can Contact Center Leaders Avoid the 'Mechanical' Approach to Metrics, and Become More Customer Experience Focused?

Call Center Weekly

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.

3 Standout Asia-Pacific Countries For Contact Center Outsourcing

Outsource Consultants

Some of the most popular services Philippine contact centers provide their partners include outbound telemarketing, inbound customer service, technical support, and a variety of other business process outsourcing options.

Focus Services Keeps Up with Customer Expectations and Innovation with inContact Cloud Solutions

inContact

Focus delivers low cost, high quality outsourcing solutions for small businesses and Fortune 100 companies alike across a variety of industries and a variety of contact types—from sales calls to technical support and general customer service interactions. “Beyond Expectations.”

Gorgias Builds Strong eCommerce Relationships With Aircall

aircall

By integrating multiple communication channels and supporting eCommerce solutions like Shopify, Gorgias helps teams expertly manage every customer conversation in one centralized space. An important first step is providing the most efficient support possible.

Knowledge Management in the Era of AI

DMG

Organizations that invested in them spent lots of time finding and loading the data and trying to get their employees, particularly those in contact centers, customer service organizations, technical support functions and field service, to use the solutions. These processes are currently supported by human beings.). Knowledge Management in the Era of AI. 7/4/2018. By Donna Fluss. View this document on the publisher’s website.

Your Phone System Service Level Agreement (SLA) – What it is, why you need it…

aircall

A document like this keeps your phone provider accountable when responding to support requests, fixing bugs, and keeping your service running 24/7. Internet omnipresence means your customers are going to be shopping, purchasing, and requesting support at their discretion. Technical Support Obligations. If you need phone system support, it’s probably something that can’t wait until next week. Technical Support. Call Center Sales Support

Everything You Need to Know Before Hiring a Virtual Assistant

OctopusTech

Virtual Assistants are independent workers hired on contract basis for providing administrative, creative or technical support services. and technical matters (such as social media).

Give Your Contact Center a Pink Slip

inContact

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.

What Comes Before "The One Number You Need To Grow"

Contact Center Geek

Technically one could categorize a survey response as an additional contact, but I hope that customers will perceive this method more favorably than dialing the phone or chatting online. His vision: deliver Amazing Customer Service and Technical Support™.