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.

Best Technical Support – Top 3 Qualities of a Great Support Team

CSM Magazine

Are you ready to start building a world class technical support team ? After all, your technical support team provides vital help and assistance for all computer software and equipment used in the business.

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.

Upset Customers: 4 Tips to Calm and Keep Calm

Call Center Pros

In the customer service industry, we will have to deal with an angry customer sooner or later. The stress and unpredictability of these situations are the cause of many disastrous fails. Not knowing how to deal with angry customers can culminate into giant losses for the companies involved.

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.

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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The Individualization of the Customer Experience

Call Center Pros

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

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.

Empathy: A Vital Quality for Customer Service Agents

Call Center Pros

Business Call Center Customer Service Live Chat Sales Tech Support Technical Support Uncategorized Virtual Assistant AI call center call center pros customer experience customer satisfaction customer service email support empathy live agents live chat sales tech support technical support

How to Provide A Superior Customer Serving During the Holidays?

Call Center Pros

Accordingly, this season for any support professional is one of the most stressful times of the year. If you’re in customer support, it’s probably the busiest time of the year for you, because customers are going shopping like crazy. That’s the million-dollar question!

The 5 Phrases Customers Hate and Love to Hear

Call Center Pros

It has happened to us all… You bought that product or service that you wanted so much, but you get a terrible disappointment because it was not what you expected or did not work correctly.

Building Customer Loyalty: The Most Important Thing for Your Business

Call Center Pros

You have already built a brand or established a service. You have managed to create your client portfolio and you have even managed to generate a great interest in social networks.

The 6 Top Qualities of a Successful Sales Representative

Call Center Pros

Create a great selling environment, providing reps with the tools they need, and offering the support to encourage a passionate mindset. If you’ve ever been involved with sales, then you know that it’s not easy.

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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.

Our Journey to Native Cloud - The Monitoring Suite

Zoom International

Operations Support & Services IT Product Management Technical Support Software Engineering Native Cloud

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 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 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

6 Ways to Increase Your Support Confidence

Avaya

Are you confident enough in your support partner that you can focus on advancing your solutions instead of just maintaining them? An IT organization can gain time back to help deliver on digital transformation if they are confident that their support provider has their back.

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.

Emotions Shape Customer Experiences

Andrew Mcfarland

The Temkin Group recently released a report about the different emotional responses customers have (by age group) after receiving technical support for their computer. This report is important because it: (1) addresses the difference between intentional and accidental experiences, (2). Customer Experience Bruce Temkin Emotion Intentional Peter Fader

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.

3 Ways Digital Twin Technology is Transforming Customer Support

TechSee

Applying the digital twin model to the technical support domain will be truly transformative, with its ability to revolutionize the role of the on-site/field technician. Technical Support in the age of Digital Twins.

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 […].

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

Sneak Peek: Virtual Technician Powered by AI & AR

TechSee

We’ve made significant progress breaking down the customer care process from unboxing and installation through technical support and troubleshooting, with the ultimate goal of creating an autonomous Virtual Technician.

5 Ways Tomorrow's Contact Center Will Deliver Value

Call Center Weekly

Community Building Online support communities are nothing new; they originally promised to reduce support costs by relying on customers to help each-other. Product Development Contact center professionals have always had to be experts in the products, services, and markets they support.

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.

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?

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.

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.

The Organizational Benefits of Customer Success

Amity

Without CSMs, all customer requests get funnelled through the service desk, including many questions and efforts that have nothing to do with product support. A CSM role can minimize this, helping technical support staff to focus on technical inquiries and true product defects.

7 Ways Relationship Intelligence Can Boost Customer Advocacy & Sales

Influitive

Instead of sending her funny GIFs or email forwards, she believes good sales people can get her the resources she needs to make a purchase decision – whether it’s an introduction to another CMO for a product use case, or providing technical support. Meagen Eisenberg, CMO at MongoDB, can smell covert sales tactics almost instantly.

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.

Difference Between Call Center and BPO That Makes the Difference

OctopusTech

On the contrary, BPO services mainly handle front office (including customer management services such as telemarketing, customer support, sales, market research, technical support, etc.)

Advances in Object Recognition Builds Trust in the Virtual Technician

TechSee

Imagine that a company has several thousands of customer service agents, and that each of them captures 2-3 images during every technical support call, tagging each image with the device model and specific technical issue. “Gareth, the dishwasher seems to be clogged.