DMG Consulting

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.,

Technical Support 48

Technical Support Contact Center Coaching Customer Service 48

Nicereply

JUNE 21, 2021

Early in my technical support career, a customer asked me about an unusual upgrade path. As a leader, coaching people to speak up and then acting on what they say will give them confidence in their skills to help your customers thrive. Can’t remember the name of a band? Staying Mentally Strong.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

VirtualPBX

MAY 16, 2024

Appointment Setting Customer Retention Customer Notifications Customer Service Debt Collection Focus/Research Groups Follow-Ups Fundraising Information Requests/Updates Market Research Product Inquiries Sales Cold Calls Surveys Technical Support Telemarketing Telesales Did you know?

Telemarketing 105

Telemarketing virtual call center call center professionals Technical Support 105

Babelforce

SEPTEMBER 23, 2021

They also: Take part in meetings Complete training Mentor and coach new employees Go on breaks. Internal factors include: Paid breaks Toilet breaks Meetings Training and coaching System problems. This includes lateness, system downtime, and impromptu meetings and coaching. What do your call center agents do while at work?

Call Center 98

Call Center Management Average Handle Time Coaching 98

CX Accelerator

JANUARY 16, 2020

As serial entrepreneur (and coach to many other entrepreneurs) Andy Bailey says, “‘A’ players will not play with ‘C’ players for long.” Having spent the first decade of this career managing a complex technical support environment, Nate transitioned to Customer Experience 2015 and is loving every minute of it.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

CX Accelerator

JANUARY 16, 2020

As serial entrepreneur (and coach to many other entrepreneurs) Andy Bailey says, “‘A’ players will not play with ‘C’ players for long.” Having spent the first decade of this career managing a complex technical support environment, Nate transitioned to Customer Experience 2015 and is loving every minute of it.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

Up Your Service

OCTOBER 19, 2015

Standards are also commonly applied to technical support roles and shared services. For example, establishing expected follow-up time and communications format when an IT department responds to a technical support call. Focus coaching and recognition on these key areas and ideas. Look beyond the standards.

Technical Support 106

Technical Support Education Scripts Benchmark 106

Toister Performance Solutions

NOVEMBER 30, 2017

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.") Most technical support interactions start with some form of distress. Here are a few steps.

Customer Support 79

Customer Support Technical Support Self service Coaching 79

Fonolo

APRIL 29, 2021

They manage everything from technical support to complaints to order processing and everything in between. Here are some other call center roles you may consider hiring: Trainers/coaches. IT support. Your directives will help you determine the appropriate operation for your business. Inbound call centers.

Call Center 128

Call Center outsourcing CRM Technical Support 128

Calabrio

OCTOBER 15, 2019

Radial split agents into natural advocates (as a control group), and non-natural advocates (as a test group), then provided sentiment coaching to increase the use of “advocacy” language and reduce the use of “powerless to help” language. Runner Up – Bluegrass Cellular.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

TeamSupport

JANUARY 12, 2021

Make efforts to capture and learn from customer interactions an imperative to driving Support efficiency. Expand efforts to build customer proficiency through training, coaching and skills development. Overall support demand grew by 10.6%

B2B 86

B2B Customer Support Technical Support Coaching 86

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. Once on board, how will we train them, coach them and mentor them? Consolidating Contact Centers. Is there a skills map?

Call Center 104

Call Center Interactive Voice Response Real estate Contact Center 104

Sykes

JUNE 13, 2017

Today, customer facing activities such as customer service, order management, and technical support are more important than ever. An outsourced technical support partner is free from an internal team’s inherent bias or assumptions. Ease your pain. Ease your mind.

outsourcing 66

outsourcing Management Technical Support Contact Center 66

Quality Contact Solutions

MAY 4, 2021

Here are seven inbound call center outsourcing tips for finding the right partner to support your business. Is it a sales call, customer service, or a technical support call? Is there a need for multi-language support? Are email, text, and chat support required now or in the future? Why do they call?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Fonolo

OCTOBER 4, 2022

Skills-based call routing sounds super technical! Picture this: Y ou’re the coach of a soccer team. In this case, the call would be routed to technical support. While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. Still with me? Say a customer would like to upgrade their package.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Totango

JANUARY 22, 2024

For many companies, the CSM role has become a catch-all for various tasks – from renewals and billing to technical support. CSMs will devote more time to coaching and helping customers measure their product or service’s value in pursuit of their desired outcomes, and less time on tactical tasks.

SaaS 100

SaaS Enterprise Engineering Technical Support 100

Nicereply

APRIL 6, 2021

I had taught computer classes to seniors, run a technology summer camp for kids, and worked in technical support and consultancy. Each of those previous roles taught me how to communicate with customers, how they wanted to be supported, the differences in expectations based on industry, culture, age, etc.

Technical Support 95

Technical Support SaaS Coaching Consulting 95

NICE 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.

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

Quality Contact Solutions

JULY 19, 2018

QCS has 70+ employees working on behalf of this client on a daily basis, including outbound sales, inbound sales, inbound customer service and inbound technical support. In addition, the team has 3 full-time supervisors that coach, develop, and provide feedback to the team on a daily basis.

Telemarketing 63

Telemarketing Inbound sales Outbound sales outsourcing 63

NobelBiz

APRIL 30, 2024

Improving Agent Efficiency AI supports agents by providing them with real-time information and actionable insights during their interactions. This might include displaying customer purchase history, suggesting solutions based on similar past incidents, or even offering real-time coaching tips during customer calls.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

Improving Agent Efficiency AI supports agents by providing them with real-time information and actionable insights during their interactions. This might include displaying customer purchase history, suggesting solutions based on similar past incidents, or even offering real-time coaching tips during customer calls.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Help Scout

SEPTEMBER 28, 2021

Our technical support specialist candidates are asked to give a live demo of the product over Zoom and then spend some time in our Help Scout queue responding to realistic customer questions. We approach the reference call more as a way to get coaching on how to help the new hire be successful at Help Scout.

Engineering 126

Engineering Feedback Technical Support Surveys 126

TeamSupport

JANUARY 26, 2021

With nearly a third (32%) of support demand stemming from questions related to installation, configuration, or setup, companies have an immense opportunity to reduce this demand through onboarding and training. Provide in-product access to support resources including self-help materials and assisted expertise.

B2B 64

B2B Customer Support Technical Support Coaching 64

24-7 InTouch

AUGUST 23, 2022

Performance evaluations drive agent coaching to ensure customers are always receiving a personalized, memorable interaction. . Customer support after a peak season is just as critical as during the initial rush, as customer inquiries about returns, shipping statuses and technical support increase at this time.

Interactive Voice Response 52

Interactive Voice Response Technical Support Coaching Customer Care 52

Playvox

MARCH 12, 2024

These programs can include regular training sessions, coaching , and mentorship opportunities to help employees improve their skills and competencies. Make sure to put a mentoring and/or coaching system into place to help that employee as they move up in the organization.

Morale 78

Morale Gamification Contact Center Quality management 78

DMG Consulting

OCTOBER 6, 2023

Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

Vistio

FEBRUARY 5, 2024

The Dynamic Duo: ServiceSim and AgentHub To optimize the impact of call center training, Vistio integrates ServiceSim with AgentHub, a comprehensive platform designed for coaching and performance management. It provides real-time performance analytics, coaching modules, and personalized action plans.

Call Center 52

Call Center Healthcare Government Coaching 52

Kayako

DECEMBER 17, 2015

Johnathan Lyman ( @theejl ), Senior Technical Support Lead, Zephyr. Sukhpreet Kaur, ( @sanand_24 ), Technical Support Consultant, Kayako. We’ve found that when email-only support coverage during the holidays is communicated clearly to customers in advance , then everyone is super understanding and awesome about it!

Management 60

Management Technical Support Customer Support Coaching 60

Expivia

JULY 19, 2023

Quantifying effort was relatively straightforward – it’s about showing up consistently, being open to coaching, and demonstrating commitment to improving. Meanwhile, a technical support center might value problem-solving and patience , whereas an outbound center might emphasize resilience and results.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

24-7 InTouch

MAY 11, 2021

Technical support, back office support, and functions like Quality Assurance , are often outsourced to an offshore location, gaining not only cost savings, but also access to the right employee skill set and expertise. .

Customer Care 52

Customer Care outsourcing Technical Support Contact Center 52

SharpenCX

MAY 11, 2021

Supervisors should have 1:1 touch bases with agents everyday including one 30-60 minute video QA coaching session and one 15 minute video checking ‘their pulse.’ Provide technical support for home infrastructure. Be hypervigilant in engaging with your agents everyday. How are they doing and how you can help?

Call Center 67

Call Center Consulting Consulting Contact Center 67

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

JustCall

APRIL 3, 2023

By coaching agents to provide the best customer experience, companies can leverage inbound calls to nurture leads, build brand loyalty and increase customer retention. If your team is facing difficulty coping with the volume of technical support and customer service call, it’s time to invest in an inbound call strategy.

Inbound sales 40

Inbound sales Telemarketing Technical Support Contact Center 40

Balto

JANUARY 30, 2025

RingCentral Unified communications & omnichannel support $20 $35/user/month 4.5 Symbal AI-powered call insights & coaching Custom pricing 4.4 By delivering in-the-moment coaching and tailored insights, Balto helps agents excel in customer interactions without breaking a sweat. out of 5 on G2.

call center software 52

call center software Call Center Multichannel Coaching 52

COPC

JULY 5, 2017

s resident expert on recruiting, hiring, training and coaching for call centers and CX operations. There are more technical support positions now for all types of products and services as compared to years ago when most technology agents were focused on computers, printers or big household appliances.

Coaching 40

Coaching Scripts Call Center Technical Support 40

Global Response

JUNE 27, 2023

We also provide expansive coaching and training in both customer service and experience as well as more specialized skills such as back-office operations, product knowledge and technical support.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Global Response

MAY 22, 2023

Typically, these call centers focus on one of the following areas: customer service or support help desk services technical support order taking Inbound call centers vary in cost depending on the services needed and the location of the call center—for example, nearshoring is an affordable alternative compared to domestic call centers.

Call Center 62

Call Center outsourcing Benchmark Abandon rate 62