Customer Service, Multi-channel support and Video

Why Your Search Bar Isn’t Enough: The Real Difference Between a KnowledgeBase and a Knowledge Management System

CCNG

JANUARY 29, 2025

Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service. Whats the Confusion? Lets clear it up.

Multi-channel support

Multi-channel support CCNG Management Contact Center

Enhancing the SoundCloud Customer Service Experience

CSM Magazine

SEPTEMBER 20, 2024

In the rapidly evolving world of music streaming, customer service can make or break the user experience. For a platform like SoundCloud, which caters to millions of independent artists and listeners around the globe, delivering exceptional customer service is paramount.

Multi-channel support

Multi-channel support Customer Service Self service Wait times

How Online Wholesale Stores Can Deliver Outstanding Customer Service

CSM Magazine

JANUARY 27, 2025

Excellent customer service isnt just a nice-to-have for online wholesale storesits a necessity. Small shifts in communication, support, and responsiveness can create loyal customers who choose your store every time. Personalized service goes a long way in making customers feel valued.

Customer Service

Customer Service Multi-channel support Chatbots CRM

The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value

HGS

MAY 27, 2015

Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. This continual channel shift has also influenced the nature and complexity of services being delivered. Widening Service Delivery Scope.

Contact Center

Contact Center Multi-channel support Complaint resolution outsourcing

The Importance of Customer Service in Business Success

CSM Magazine

FEBRUARY 24, 2023

Customer service is a vital component of any successful business. The way a business deals with its customers can determine whether it thrives or fails. Providing exceptional customer service is critical in building long-term relationships with customers and gaining their loyalty.

Customer Service

Customer Service Multi-channel support Self service Chatbots

How an IT Help Desk Can Increase Internal Customer Loyalty

CSM Magazine

JUNE 13, 2024

Set Clear SLAs : Define and communicate Service Level Agreements (SLAs) for different categories of requests. Offer Multi-Channel Support Providing multi-channel support options can vastly improve user experience. Build a Culture of Empathy Empathy is a cornerstone of excellent customer service.

Multi-channel support

Multi-channel support Chatbots Best practices CRM

Customer Service Needs a Personal Touch Now More Than Ever

CSM Magazine

DECEMBER 18, 2023

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. Lost customers mean lost profit.

Personalization

Personalization Customer Service Multi-channel support Surveys

How to Improve Call Center Customer Service

NobelBiz

OCTOBER 30, 2020

Call center customer service has a strong bearing on customer satisfaction and your business as a whole. So, improving call center customer service becomes necessary in order to make your business stand out. So, improving call center customer service becomes necessary in order to make your business stand out.

Call Center

Call Center Customer Service Scripts Multi-channel support

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. Just imagine you are a business owner who is considering outsourcing customer service.

Contact center software

Contact center software Contact Center Customer Service Agent burnout

Best Practices in Multi-Channel Support

Brad Cleveland Blog

MARCH 31, 2014

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Multi-channel support

Multi-channel support Best practices Multichannel Contact Center

Best Practices in Multi-Channel Support

Brad Cleveland Blog

MARCH 31, 2014

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Multi-channel support

Multi-channel support Best practices Multichannel Contact Center

How Customer Support Can Boost Player Engagement in Online Casinos

CSM Magazine

MAY 29, 2023

By providing uninterrupted support, casinos demonstrate their commitment to delivering exceptional customer service. Empowering Self-Service Options Integrating self-service options within the casino platform empowers players and drives engagement.

Customer Support

Customer Support Multi-channel support Self service Feedback

eCornell Videos: Delivering Consistent Service

Brad Cleveland Blog

NOVEMBER 4, 2016

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the first of five videos. The post eCornell Videos: Delivering Consistent Service appeared first on Brad Cleveland.

Multi-channel support

Multi-channel support Contact Center Call Center Customer Service

VoIP Texting: Everything You Need to Know

JustCall

SEPTEMBER 3, 2024

Improved customer service: Enables quick, efficient customer interactions. Multimedia support: Send MMS, including images, videos, and documents, easily. CRM integration: Sync communication history with customer relationship management systems. Read receipts: Confirm when VoIP messages are received and read.

voip

voip Multi-channel support Analytics CRM

Implementing Video Chat?

Brad Cleveland Blog

APRIL 21, 2015

Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix.

Contact Center

Contact Center Technology Multi-channel support Multichannel

Omnichannel Strategies for BFSI: Enhancing Customer Experience with Contact Center Software

Hodusoft

JUNE 27, 2024

Improving Customer Service: An omnichannel system allows customer service representatives to access the entire customer interaction history, empowering them to resolve issues more efficiently and effectively. All this contributes to enhanced customer service and overall experience.

Contact center software

Contact center software Contact Center Customer Experience Banking

Deserve wow experience by hiring Call Center Outsourcing Company

Vcaretec

SEPTEMBER 11, 2023

All active firms who want to grow in the market with a sizable client base must provide better customer assistance. Better customer service enables seamless management of non-essential business activities, ensuring an undivided focus on key skills. thanks to multi-channel support systems in place.

outsourcing

outsourcing Call Center Calibration Multi-channel support

12 Best help desk software for small businesses

JivoChat

NOVEMBER 29, 2021

The ManageEngine Service Desk is a help desk software built for IT teams, aiding to deal with issues in this area, and ensuring you can provide the solutions your customers need. Through the platform, you can offer multi-channel support to end-users to manage and track all incidents. Multi-channel support.

Multi-channel support

Multi-channel support CRM Multichannel Metrics

15 Best Live Chat Software for Sales and Support Teams

JivoChat

AUGUST 30, 2021

People also use it to access post-sales support and make service requests once they become customers. According to Gartner, the live chat channel is the second most preferred channel for customer service. Key features: Multi-channel support. Custom chatbots for sales and support.

Sales

Sales Chatbots Multi-channel support CRM

Implementing Video Chat?

Brad Cleveland Blog

APRIL 21, 2015

Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix.

Contact Center

Contact Center Technology Multi-channel support Multichannel

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services

Hodusoft

JANUARY 1, 2024

Digital banking can easily adopt and integrate cutting-edge technologies such as Artificial Intelligence (AI), Machine Learning (ML), and others to enhance customer service experience. Customer Base Traditional banking draws a diverse customer base including those who prefer face-to-face interactions.

Contact center software

Contact center software Banking Contact Center Finance

Don’t Guess at Staffing: Proven Methods for Your Contact Center

Brad Cleveland Blog

SEPTEMBER 8, 2023

How many people do you need to handle the customer workload on a Monday morning at 10:00 am? How about a Thursday afternoon at 2:00 pm?

Contact Center

Contact Center Multi-channel support Management Call Center

What Is Computer Telephony Integration (CTI)? An In-Depth Guide

Hodusoft

MAY 17, 2024

Benefits of CTI CTI, or Computer Telephony Integration, offers numerous benefits for businesses, particularly those focused on customer service and communication. Enhanced Customer Experience By providing context-rich information to agents before they even answer a call, CTI enables smoother interactions between customers and agents.

Interactive Voice Response

Interactive Voice Response CRM Contact Center Call Center

Building a Customer Service Ecosystem

Brad Cleveland Blog

OCTOBER 20, 2015

It’s the result of a culture and approach that spans … Continue reading → The post Building a Customer Service Ecosystem appeared first on Brad Cleveland. It’s an ecosystem, comprised of many components that must seamlessly work together.

Customer Service

Customer Service Self service CRM Contact Center

Building a Customer Service Ecosystem

Brad Cleveland Blog

OCTOBER 20, 2015

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Customer Service

Customer Service Multi-channel support Contact Center Call Center

eCornell Videos: Delivering Consistent Service

Brad Cleveland Blog

NOVEMBER 4, 2016

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Multi-channel support

Multi-channel support Contact Center Call Center Customer Service

eCornell Videos: Delivering Consistent Service

Brad Cleveland Blog

NOVEMBER 4, 2016

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Multi-channel support

Multi-channel support Contact Center Call Center Customer Service

Call Center Management: Challenges, Strategies, Tips, and Best Practices

Hodusoft

JUNE 7, 2024

For customer service businesses, call/contact centers play an important role in driving sales, improving retention rates, delivering excellent customer service and ultimately enhancing their brand’s reach and achieving positive recognition. Here are some reasons why businesses need call or contact center management: 1.

Best practices

Best practices Call Center Omni-channel support Management

Building a Customer Service Ecosystem

Brad Cleveland Blog

OCTOBER 20, 2015

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Customer Service

Customer Service Multi-channel support Contact Center Call Center

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland Blog

SEPTEMBER 19, 2019

We discussed how channels are likely to be approached in the future. I hope the video helps you consider how to prepare … Continue reading → The post Contact Center Future Shock: Channels May Become Part of Our Past appeared first on Brad Cleveland.

Contact Center

Contact Center Coaching Call Center Multi-channel support

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland Blog

JUNE 28, 2018

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future.

Contact Center

Contact Center Coaching Call Center Multi-channel support

Don’t Guess at Staffing: Proven Methods for Your Contact Center

Brad Cleveland Blog

SEPTEMBER 8, 2023

How many people do you need to handle the customer workload on a Monday morning at 10:00 am? How about a Thursday afternoon at 2:00 pm?

Contact Center

Contact Center Multi-channel support Management Call Center

Three Immutable Laws of Contact Centers

Brad Cleveland Blog

FEBRUARY 9, 2022

Find more videos about contact centers in my LinkedIn Learning course “Managing a Customer Contact Center.” They’re always present. Understanding them will help you establish the right metrics, communicate important trade-offs, and shape an organizational structure that works well.

Contact Center

Contact Center Metrics Management Multi-channel support

So Many Ways to Interact with Customers

Brad Cleveland Blog

MARCH 20, 2015

If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Contact Center

Contact Center Multi-channel support Multichannel Call Center

12 Excellent Customer Service Tips to Follow in 2022

SmartKarrot

JANUARY 21, 2022

All these CS objectives can be achieved only if you can fulfill your customers’ needs. One way to achieve your objectives is by providing top-class customer service. As a CSM, you would be proud of the way your team handles the customers or even how highly your product is regarded in the market. So, here we go.

Customer Service

Customer Service Multi-channel support Interactive Voice Response SaaS

The Edge of Service® Newsletter, Issue 11: A Multichannel World

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Multichannel

Multichannel Contact Center Multi-channel support Call Center

The Edge of Service™ Newsletter, Issue 11: A Multichannel World

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service™ Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Multichannel

Multichannel Contact Center Multi-channel support Call Center

Social Media Presence vs. Social Media Customer Care

Brad Cleveland Blog

AUGUST 15, 2014

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media.

Customer Care

Customer Care Multi-channel support Contact Center Call Center

Social Media Presence vs. Social Media Customer Care

Brad Cleveland Blog

AUGUST 15, 2014

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media.

Customer Care

Customer Care Multi-channel support Contact Center Call Center

So Many Ways to Interact with Customers

Brad Cleveland Blog

MARCH 20, 2015

If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Contact Center

Contact Center Multi-channel support Multichannel Call Center