Callminer

FEBRUARY 23, 2021

Adapting to a shifting market means making changes to agent engagement processes , team cooperation, agent training and more, while maintaining a positive customer experience. “Your customers are ‘digital natives’ and are becoming more and more concerned with data privacy issues. Keep reading to see what is on the radar for 2021.

Call Center 376

Call Center Technology Banking Contact Center 376

Callminer

APRIL 20, 2020

A US business outsourcing their customer support functions to a firm in Mexico would fit this designation. For more information on how artificial intelligence can help your company overcome new obstacles, take a look at our white paper, How AI Improves the Customer Experience.

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. However, the two are not exactly the same. Contact Centers Leverage Self-Service.

Contact Center 207

Contact Center Call Center Interactive Voice Response Multichannel 207

Kayako

OCTOBER 6, 2015

If you sell someone a social media management suite but don’t keep them up to date on industry best practices, for instance, they’ll find someone else that will. White papers. White papers are similar to ebooks, but they are generally shorter and focused more narrowly targeted. Support reps.

Marketing 110

Marketing Education Best practices Analytics 110

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Fonolo

SEPTEMBER 6, 2018

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. Despite these advancements, the human element still rules as the best way to deliver efficient customer support. Engage in Rewarding Video Communications.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Scripts Construction Feedback 273

TechSee

OCTOBER 19, 2021

Customer Support personnel often employ the technology during the warranty and post-warranty period if they’ve ruled out more fundamental causes of a product failure. Should the alarm system experience a glitch, a remote expert can diagnose the issue from afar, fixing the issue even before the customer notices the problem.

Average Handle Time 124

Average Handle Time Sales Analytics Self service 124

Totango

MARCH 8, 2022

Providing a forum to share CS strategies, tips, and best practices. Supporting CS research. Joining a customer success community usually is a simple matter of registering, but some communities may require administrator approval to join. Any individual or company can start a customer success community.

Best practices 122

Best practices SaaS B2B Marketing 122

Callminer

JULY 30, 2020

Armed with this data, your call center gains valuable insight into what makes your customers tick so you can develop the most impactful, meaningful responses for every interaction, quickly resolve customer complaints, and improve customer satisfaction and retention.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Flavio Martins is the VP of Operations and Customer Support at DigiCert INC. Flavio Martins @ WinTheCustomer.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Comm100

JANUARY 21, 2020

Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. So, what should you look at when planning or evaluating your customers’ digital journey? Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts.

B2C 90

B2C B2B Benchmark Best practices 90

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Best practices & approaches to reinvent labor policies. Why is this? work-life balance.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

Totango

AUGUST 23, 2022

Guiding customers through onboarding. Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions.

B2B 122

B2B Journey mapping SaaS Upselling 122

Quiq

DECEMBER 5, 2019

Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. Ebook: Messaging Best Practices for Credit Unions. Download the PDF. 7 Reasons Your Members Want To Text You. Your members want to text you. Download the PDF. Coming Soon.

Self service 57

Self service Best practices Call Center Technology 57

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Fonolo

MAY 7, 2015

Not only must they manage an often diverse and large group of customer support agents, but they must also manage the day-to-day running of the contact center itself; and the constant improvement of all those processes. Handpicked related content for you: Top Customer Service Blogs to Read in 2020.

Call Center 126

Call Center Management Contact Center Coaching 126

Quiq

DECEMBER 5, 2019

Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. Ebook: Messaging Best Practices for Credit Unions. Download the PDF. 7 Reasons Your Members Want To Text You. Your members want to text you. Download the PDF. Coming Soon.

Finance 52

Finance Contact Center Self service Best practices 52

Quiq

JANUARY 10, 2020

7 Reasons Your Customers Want To Text You. Your customers want to text you. Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. Ebook: Messaging Best Practices for Retailers. Download the PDF. Coming Soon. Coming Soon.

Chatbots 52

Chatbots Best practices Personalization Customer Experience 52

Quiq

JANUARY 10, 2020

7 Reasons Your Customers Want To Text You. Your customers want to text you. Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. Ebook: Messaging Best Practices for Retailers. Download the PDF. Coming Soon. Coming Soon.

Chatbots 52

Chatbots Best practices Personalization Customer Experience 52

Comm100

JANUARY 21, 2020

Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. So, what should you look at when planning or evaluating your customers’ digital journey? Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts.

B2C 40

B2C B2B Benchmark Best practices 40

Totango

SEPTEMBER 22, 2022

Here are some commonly used customer lifecycle terms: Visitor : Anonymous user on the website. This can be anything from downloading a white paper to signing up for a trial. Onboarding : A paying customer in the initial usage period. SaaS Customer Support Tools. Over 5,000 apps are supported.

SaaS 71

SaaS CRM Advertising Analytics 71

Education Services Group

JUNE 21, 2018

THE CUSTOMER JOURNEY MAP BLUEPRINT IN FOUR STEPS. Moving from reactive customer support to proactive customer experience isn’t easy. But it’s the best way to put your company on the map. Ready to embark on the customer-mapping journey? So take a candid assessment and follow a blueprint for getting started.

Journey mapping 53

Journey mapping Customer retention Enterprise Analytics 53

Global Response

FEBRUARY 13, 2022

They may provide a variety of services, including: Inbound and outbound calls Customer support on many channels Market research Telemarketing Help desk services Technical support Lead generation and sales. The most effective way to deliver a consistent customer experience? Do I need a BPO call center?

Call Center 62

Call Center outsourcing Telemarketing Business Process Outsourcing 62

CustomerSuccessBox

JUNE 27, 2022

Without CS enablement, a CSM would have to go to the marketing division to locate someone to write a white paper or a graphic and then follow up to make sure it happened. Even if selling isn’t your customer success team’s primary responsibility, this can be quite beneficial. Examine your position. Follow the metrics.

Customer Experience 52

Customer Experience Metrics Sales Marketing 52

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. while developing their customer support skills. Engage their team members in a local charitable event every month.

Call Center 182

Call Center Management Scripts Coaching 182

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. Customer service agents can refer to the knowledge base during calls so that customers receive consistent information, regardless of how they engage.

Customer Service 62

Customer Service Self service Engineering Customer Support 62