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 48

Technical Support Sales Analytics Coaching 48

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 69

Technical Support Customer Care Call Center Customer Service 69

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 51

Technical Support Contact Center Technology Customer Experience 51

OctopusTech

AUGUST 3, 2018

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

Technical Support 62

Technical Support Call Center Customer Support 62

OctopusTech

AUGUST 3, 2018

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

Technical Support 62

Technical Support Call Center Customer Support 62

Toister Performance Solutions

AUGUST 30, 2018

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

Customer Service 187

Customer Service Advertising Surveys Technical Support 187

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 323

Technical Support Consulting Consulting Marketing 323

Call Center Weekly

JULY 6, 2018

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.

Contact Center 103

Contact Center Technical Support Government Enterprise 103

Dialer 360

AUGUST 28, 2018

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.

Call Center 68

Call Center outsourcing Technical Support CRM 68

inContact

JUNE 21, 2018

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.

Benchmark 69

Benchmark Technical Support Contact Center Surveys 69

OctopusTech

JULY 18, 2018

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.

Telecommunications 62

Telecommunications Call Center Wireless Government 62

Outsource Consultants

SEPTEMBER 5, 2018

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.

outsourcing 112

outsourcing Contact Center Telemarketing Business Process Outsourcing 112

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 177

Contact Center SaaS Technical Support outsourcing 177

Contact Center Geek

SEPTEMBER 9, 2018

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™.

Surveys 62

Surveys Technical Support Scripts Engineering 62

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 70

Metrics Technical Support Engineering Contact Center 70

Win the Customer

FEBRUARY 17, 2018

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.

Call Center 83

Call Center voip Cloud contact Contact Center 83

OctopusTech

JUNE 26, 2018

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

Technical Support 79

Technical Support outsourcing Travel Accountability 79

inContact

JULY 11, 2017

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.”

outsourcing 59

outsourcing Technical Support Contact Center Call Center 59

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.

Customer Support 63

Customer Support SaaS Chatbots Technical Support 63

Outsource Consultants

SEPTEMBER 12, 2018

Bahaman contact centers are PCI and HIPAA compliant and provide multichannel capabilities that include phone-based call center services, live chat support, email services, texting, and social media customer service. Technical support and helpdesk.

Telemarketing 62

Telemarketing outsourcing Transportation Outbound sales 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 63

Contact Center Technical Support Benchmark Contact center software 63

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 90

Technology Customer Service CRM Technical Support 90

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.

Call Center 72

Call Center Telemarketing Inbound sales outsourcing 72

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 87

Technical Support outsourcing Education Customer Service 87

Outsource Consultants

SEPTEMBER 5, 2018

BPO companies can manage any aspect of your customer relationships, including sales, technical support, data entry, email services, live chat support, and marketing support. Business is always developing, and with more growth comes higher demands on employees.

outsourcing 37

outsourcing Business Process Outsourcing Technical Support Virtual Agent 37

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 77

Technical Support Benchmark outsourcing Customer Service 77

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations.

Banking 62

Banking Technical Support Education Government 62

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations.

Banking 62

Banking Technical Support Education Government 62

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 48

Contact Center Contact center software Technical Support contact center solutions 48

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 97

Technical Support Customer Service Benchmark Best practices 97

RichCall

SEPTEMBER 13, 2017

As people switch from phones to other channels, companies need to work on integrating human approach to their CX robotics: Companies start focusing on channels that provide robotic customer support with a human touch, according to the Global Contact Centre Benchmarking Report, Dimension Data 2017.

Technology 72

Technology Contact Center APIs Chatbots 72

Call Center Weekly

MAY 7, 2018

If you see something that is held up, this is about the time where you can loop-in your speech analytics software vendor for additional support. Keep in mind that this advice is not intended to replace technical support.

Technical Support 65

Technical Support First call resolution Education Accountability 65

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.

Management 80

Management CRM Engineering Technical Support 80

Callminer

AUGUST 1, 2017

Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Being able to monitor calls and have the instant support of other more seasoned agents give newer agents a sense of security and confidence.

Call Center 237

Call Center Contact Center Best practices Real estate 237

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 95

Technical Support Sales Enterprise Chatbots 95

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 68

outsourcing Technical Support Engineering Contact Center 68

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 68

Customer centricity Technical Support Surveys Metrics 68

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 92

Contact Center Journey mapping CRM Banking 92

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 71

Agent Empowerment Finance Contact Center Technical Support 71

Taylor Reach Group

MAY 11, 2018

Organizations today look across their customer-facing organization and see a cluster of Call Center or Contact Center activities: sales, technical support, customer service, returns, billing, collections etc. By: Colin Taylor. Consolidating Contact Centers. These Call Centers can exist in a company’s divisions or operating companies. Even small and medium-sized businesses can find that they have five or more Call Centers in operation all acting independently.

Call Center 48

Call Center Real estate Construction CRM 48