Sykes

MARCH 5, 2019

SYKES’ differentiated full lifecycle management services platform effectively engage customers at every touchpoint within the customer journey, including digital marketing and acquisition, sales expertise, customer service, technical support and retention. Its Americas and EMEA regions primarily provide customer?engagement

Marketing 75

Marketing Technical Support Enterprise Transportation 75

TechSee

FEBRUARY 1, 2021

billion in 2016 to $17.67 Vodafone’s website-located AI assistant, Julia , can assist customers with a range of tasks from technical support to invoicing queries, and then feeds critical, insightful data back to Vodafone to aid in future decision-making. billion in 2021, at a CAGR of 43.6%. The driver for this growth?

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

Kayako

APRIL 12, 2022

“Without Kayako, we would not be able to manage all of the incoming ticket requests in an organized manner nor provide the quality of support we stand for. Sushant Dashputre, Assistant Manager of Technical Support at Quick Heal. How Kayako helped CoinStop reduce average response time and implement omnichannel customer support.

Customer Service 118

Customer Service Self service Education Technical Support 118

NICE inContact

DECEMBER 12, 2016

” A 2016 study shows that the vast majority of agents surveyed indicate helping customers and solving customer issues as their primary motivators… Is your organization enabling them to do so? While we may want to get frustrated with the agent and ask, “Why can’t you handle this yourself?!”,

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

NICE 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? Learn more about Momentum at the 2016 inContact User Conference on October 11-13 in Orlando, Florida.

Contact Center 48

Contact Center Contact center software Technical Support Benchmark 48

Outsource Consultants

APRIL 5, 2025

This educational focus creates a talent pool equipped to handle complex customer inquiries and technical support issues with ease. As of 2019, there were over 1400 business service centers (including BPOs) with over 300,000 jobs (up 43% since 2016) across 10 cities in Colombia.

Call Center 67

Call Center Government outsourcing Healthcare 67

Aspect

APRIL 18, 2018

Back in mid-2016 as we were looking into the various platforms we could integrate with our Aspect CXP solution, which lets enterprises build and run AI-powered customer and employee self-service dialog applications, the one platform that really caught our eye was Facebook Messenger. To start, we used the FAQs we already had for our products.

Chatbots 78

Chatbots Self service Technical Support Sales 78

Comm100

JUNE 15, 2022

With help from Comm100, Tangerine introduced Comm100 Chatbot to Comm100 Live Chat, targeting technical support, general customer service, and sales queries. The Alberta School Employee Benefit Plan (ASEBP) introduced Comm100 Live Chat in 2016 to reduce reliance on phone systems that saw frequent transfers and long hold times.

Chatbots 98

Chatbots Customer Service Wait times Technical Support 98

ChurnZero

AUGUST 25, 2020

Previously Godard served as CEO of SteelBrick which was acquired by Salesforce in 2016. Her expertise spans Account Management, Professional Services, Technical Support and Success Operations. Godard Abel, G2 Godard ( @godardabel )is CEO of G2 , a business software review website he co-founded in 2012.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

Eptica

AUGUST 4, 2016

Date: Friday, August 5, 2016 7 ways to harness chat for improved customer service. Published on: August 05, 2016. Support for agents Help your agents deliver the best possible service , with tools that support them on the chat channel. Author: Gokcen Onur Chat is amongst the fastest growing channels for customer service.

Customer Service 50

Customer Service Multichannel Technical Support Wait times 50

RichCall

SEPTEMBER 13, 2017

Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. The contact centre will support this by providing hints, tips, education and technical support. However, in 2016 Forrester has already reported that. Teresa Cottam. Self-service. In 2011 Gartner predicted that.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

CSM Magazine

FEBRUARY 18, 2020

For example, it is taking centre stage in businesses where customers have the tools to deal with product/service enquiries, provide technical support, or assist in refunds/cancellations. However, GigCX need not just be confined to the areas of customer support.

Customer Service 59

Customer Service Technical Support outsourcing Coaching 59

VirtualPBX

OCTOBER 2, 2019

This is two times more than in 2016. Technical Issues. You cannot fix your cloud computing problems in-house, and some providers do not offer around-the-clock technical support. According to the IDC research organization, by 2021, companies from around the world will spend more than half a billion dollars on cloud tech.

SaaS 13

SaaS Engineering voip CRM 13

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . With roots planted firmly in the software industry, Jay moved on to become an executive at PeopleMatter which sold to Snagajob in 2016.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Kayako

MAY 12, 2016

Groove ’ s customer support academy has many practical tips on supporting your customers, with a particular focus on dealing with customer interactions. Born out of call centers and technical support, WINTHECUSTOMER is a blog from Flavio Martins, author of Win the Customer: 70 Simple Rules for Sensational Service.

Customer Support 60

Customer Support Best practices Technical Support B2B 60

Select VoiceCom Blog

NOVEMBER 20, 2022

The most common IT management solutions are help desks, service desks, and technical support systems. On the other hand, technical support is geared toward solving more complicated technical concerns, such as product or service installation and troubleshooting, which are beyond the coverage of the help and service desks.

outsourcing 52

outsourcing Technical Support Metrics Best practices 52

Totango

MAY 22, 2020

In 2016, that number had risen to 37 percent. Offer training and technical support as needed. Technology, as they say, is the future. In 1995, 9 percent of people reported that they telecommuted or had done so in the past. Implementing even just one could go a long way toward improving your team’s overall efficiency.

Best practices 63

Best practices Metrics Telecommunications Morale 63

ClientSuccess

FEBRUARY 21, 2017

Today, the customer success team at SalesLoft includes technical support engineers and implementation leads, who help bridge the gap between sales and implementation of the platform. The key to keeping the customer success team on goal and on target is having clear goals and metrics available to all team members.

SaaS 40

SaaS Technical Support Sales Engineering 40

CSM Practice

JULY 6, 2020

To be more successful, these teams must develop strategies to cope with communication, collaboration, ongoing technical support, and adopt the right measures to track and measure performance. The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. The Shift to Remote Work.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

To be more successful, these teams must develop strategies to cope with communication, collaboration, ongoing technical support, and adopt the right measures to track and measure performance. The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. The Shift to Remote Work.

SaaS 71

SaaS Upselling Accountability Sales 71

Sykes

JUNE 21, 2017

According to a survey conducted by Advancing High Performance Health (AMGA) in 2016, 58 percent of surveyed medical groups and integrated care systems planned to gradually shift to a value-based system in two years. The shift to this patient-centered model is real.

Healthcare 40

Healthcare Call Center Surveys Analytics 40

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As of 2016, with over 1 million copies of her books in print, she was the all-time best selling eBay author. Follow Adrian on Social Media: Twitter: Adrian Swinscoe (@adrianswinscoe). Customer Service Leaders: Nate Brown.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

NobelBiz

APRIL 25, 2023

According to McKinsey , high-performing organizations are 3X more likely than others to report data and analytics initiatives contributed at least 20% to EBIT (from 2016–19). NobelBiz provides round-the-clock technical support with a dynamic shift system and a well-structured on-call program, ensuring prompt responses to all inquiries.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

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. In 2016, we had even more cars and raised $25k. It was truly revolutionary for the time. After a few years, my role began to evolve.

Consulting 45

Consulting Consulting Engineering Sales 45