Fonolo

MARCH 12, 2020

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team.

Self service 118

Self service Best practices Customer Support Chatbots 118

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

FEBRUARY 24, 2020

For customer support representatives, ambiguity is the thief of joy. Unclear goals make a customer support representative’s daily job more stressful than it needs to be. However, this applies to more than their dealings with peers and people with product or service-related questions. Interior Design.

Best practices 207

Best practices Call Center voip Morale 207

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. 24x7x365 availability and customer support is the new normal.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Callminer

JULY 22, 2020

For information on reducing employee churn at your call center, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Customer Support Employee Termination Example. Employee termination letters should generally include the following details: The date of termination.

Call Center 182

Call Center Customer Service Best practices Coaching 182

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

TechSee

SEPTEMBER 30, 2024

To gain deeper insights into the impact of these technologies, make sure to download our white paper. The Role of Generative AI in CX Transformation Generative AI refers to AI systems that can generate content , such as texts, images, or even entire support scripts.

Automotive 109

Automotive First call resolution Healthcare Scripts 109

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

Kayako

OCTOBER 6, 2015

White papers. White papers are similar to ebooks, but they are generally shorter and focused more narrowly targeted. Tailor them to “problem areas” that your customers are regularly having trouble with — use them as case studies or in-depth how-to guides. Support reps. Landing pages.

Marketing 96

Marketing Education Best practices Analytics 96

CSM Magazine

JANUARY 15, 2025

Its a smart way to stay ahead and deliver what your customers truly wantwithout the friction. Case in point: in a Box-sponsored IDC white paper , 30% of respondents cite better chatbots for customer interaction as an area where they see the greatest positive impact from using generative AI. No more frustrating hold times.

Chatbots 52

Chatbots Sales Customer retention Personalization 52

Talkdesk

MAY 28, 2020

In the white paper “ Voice over VPN vs. voice over cloud: a side-by-side comparison ” we explore why a cloud alternative makes the most sense in terms of speed, cost and reliability when you need to transition thousands of customer support agents to a work-from-home (WFH) environment.

Contact Center 79

Contact Center Personalization Customer Support Technology 79

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. To learn more about how your business can use visual assistance technology to resolve the headache of how to reduce returns, download the White Paper here.

Average Handle Time 124

Average Handle Time Sales Analytics Self service 124

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

JUNE 13, 2022

To maintain service levels and meet customer demands, customer service delivery must be designed with the digital experience at its core. READ THE FULL WHITE PAPER: Why Digital-First Contact Centers Remain Ahead of the Competition. Contact centers must become “digital-first.”. It's 100% free, we promise.).

Contact Center 81

Contact Center Chatbots Customer Service Service level 81

Talkdesk

DECEMBER 10, 2020

Determine CX maturity priorities Deploying a digital transformation strategy will affect the channels, processes and people by which your customers interact with your brand. Therefore it’s important to innovate on the areas of your customer support program that are highest priority to your business.

Cloud contact 115

Cloud contact Contact Center Transportation contact center solutions 115

Fonolo

MARCH 6, 2020

We’ve highlighted a couple of top tips that will help you provide good quality customer support through social media channels such as Facebook, Twitter and Instagram. Getting back to your customers in a reasonable amount of time will help establish a connection with your customers and give them something to appreciate about you.

Customer Service 122

Customer Service Call Center Contact Center Accountability 122

Talkdesk

DECEMBER 1, 2020

From this data, we can map an organization’s CX maturity into one of four stages: Beginning: Contact centers in Stage 1 are establishing customer support within their organization and are most interested in efficiency to assist their clients while maintaining low costs.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Fonolo

AUGUST 22, 2018

For more easy customer service hacks, download our free white paper: 10 Trends That Will Disrupt Customer Service in 2018. White Paper: 10 Trends That Will Disrupt Customer Service in 2018. What’s Inside: Advances in Live Chat.

Contact Center 187

Contact Center Sales Service level Customer Service 187

Fonolo

APRIL 4, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. What’s Inside: A Focus on Customer Experience Strategies. If anyone can make a good quantitative case in the other direction, I’d love to hear about it in the comments.

Customer Service 90

Customer Service Chatbots Government Contact Center 90

Momentum Telecom

OCTOBER 24, 2022

Momentum offers a wide range of services, which means you and your customers don’t need to coordinate with multiple vendors. You can acquire the capabilities you need and get superior customer support to help you attract new and retain existing customers. Momentum’s Managed Cloud Service Offerings.

Management 98

Management Interactive Voice Response CRM Technology 98

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Providing many communication channels is often referred to as multichannel customer engagement, or multichannel customer support. White Paper. Download Now.

Multichannel 64

Multichannel Customer Service Wait times CRM 64

Totango

MARCH 8, 2022

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. Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts.

Best practices 122

Best practices SaaS B2B Marketing 122

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

Fonolo

JANUARY 8, 2020

This white paper explores key areas that are sure to shake up the industry. In fact, all of the above images have been used in my own blog posts over the years. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Several trends are poised to make a significant impact on contact centers in 2020.

B2C 101

B2C Contact Center Call Center Customer Service 101

TechSee

MARCH 19, 2018

But there is still one missing element that has barred AI from radically transforming the customer experience. What is the secret sauce in the AI mix that stands at the core of this customer support transformation? Computer vision. Can a computer see?

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Connecting the Dots

OCTOBER 21, 2024

Download the PDF version of this White Paper By: Marc Grainer, Charles H. Broetzmann Companies have tried for decades to improve customer complaint resolution without notable success. That study found that the expectations of many customers were not being met. Noble, Mary Jo Bitner and Scott M. A new approach is needed.

Complaint resolution 62

Complaint resolution Consulting Consulting Surveys 62

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

ProProfs Blog

NOVEMBER 29, 2019

They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. These statistics of live chat on the website will help you learn its relevance for your business and how its use can help your support team manage customer expectations.

Wait times 135

Wait times Customer Support Transportation Sales 135

TeamSupport

JUNE 3, 2020

At TeamSupport, we’re all about keeping our friends in B2B (business-to-business) customer support educated and up to date on technology trends that are focused on our industry. We regularly produce relevant thought-leadership content in the form of this blog, editorial articles, white papers, e-books, and webinars.

B2B 64

B2B Education Self service Customer Support 64

Callminer

MARCH 9, 2020

Reviews can also provide information on other essential aspects such as customer support, technical support, or third-party integrations. For more information on the importance of analytics in retaining top call center talent, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Best practices 182

Best practices Call Center Analytics Metrics 182

Nicereply

MAY 4, 2022

And according to a Forrester survey , customers wish to have knowledge bases compared to other self-service channels. With knowledge bases, you can offer useful answers to customers while reducing your customer support volume. Reduce redundancies and customer friction. Wrapping up.

Best practices 98

Best practices Self service Sales Surveys 98

COPC

MARCH 11, 2022

And what can customer support operations do to begin to solve the current challenges of the labor market? ” What existing criteria are prospective employees using to evaluate customer support roles, and how does your organization measure up? Reimagining Customer Support Roles. Why is this? The Big Gig.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

Comm100

JANUARY 6, 2022

But first, let’s quickly explain what is meant by ‘digital customer experience excellence’. What is digital customer experience excellence? . This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base. Read more: 4 Reasons Why Omnichannel is Now Key to Customer Support.

Customer Experience 98

Customer Experience Chatbots Surveys Technology 98

Jive

AUGUST 9, 2018

Digital assistants and chatbots are changing the way that contact centers and customer support operate. In fact, you could even go so far as to say that AI can solve the chronic attrition rate plaguing omnichannel customer support departments in the United States. . Provides Employee Support. In the U.S.,

Contact Center 75

Contact Center Chatbots Employee engagement Education 75

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

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. This intense customer focus has paid off for those who’ve gotten their customer experience just right. Here’s an example: the world’s favorite marketplace – Amazon – has perfected this customer support “workflow.”.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Providing many communication channels is often referred to as multichannel customer engagement, or multichannel customer support. Free Download: Customer Engagement 2020 White Paper.

Multichannel 52

Multichannel Customer Service Wait times CRM 52