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.

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

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.

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.

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.

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.

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.

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.

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™.

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.

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.

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).

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.”

Expert Opinion: Top 3 Customer Support Trends to look for in 2018

Taylor Reach Group

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.

Nearshore Contact Center Outsourcing Spotlight: Bahamas, Jamaica, and the Dominican Republic

Outsource Consultants

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.

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.

7 More Technologies To Jumpstart Your Customer Service

Customer Service Life

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.

Understanding Different Inbound and Outbound Call Center Services

OctopusTech

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.

Guest Blog: Answer the Questions Customers Don’t Know to Ask

ShepHyken

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.

4 Primary BPO Markets and What They Mean to Your Company

Outsource Consultants

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.

4 Steps to Meet 24/7 Customer Service Expectations on Social Media

Return Customer

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.

Humans vs. AI in Customer Service … It’s Complicated

Fonolo

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.

Humans vs. AI in Customer Service … It’s Complicated

Fonolo

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.

Improve Customer Engagement with a Modern Contact Center

8x8

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.

Guest Blog: 3 Simple Ways (Backed by Research) to Improve Customer Service Quality

ShepHyken

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.

Contact Center Technologies 2017: find out what 23 experts say

RichCall

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.

Ingestion Indigestion

Call Center Weekly

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.

How is Your Knowledge Centered? 8 Tips for Effective Knowledge Management

Taylor Reach Group

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.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

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.

How We Built Ivy

Aspect

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”.

The shift from cost center to OPPORTUNITY center

inContact

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.

Study: Executives Are Delusional About Customer-Centricity

Toister Performance Solutions

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

Four Top Trends for Contact Centers

Taylor Reach Group

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. .

Are Your Contact Center Agents Empowered to Provide Great Customer Service?

inContact

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.

14 Questions you Need to ask when Considering Call Center Consolidation

Taylor Reach Group

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.