Call Center Weekly

APRIL 17, 2018

I eventually moved back into full-time customer support in 2000 when I joined Automation Support as a Call Center Agent. I have been in my current position since 2007 as a second and third-level Systems Support Engineer providing technical support for Intel's world-wide Process Control Systems infrastructure.

Contact Center 136

Contact Center Metrics Customer Experience Technical Support 136

TechSee

NOVEMBER 13, 2017

As a result, our increasingly sophisticated smart home networks are creating billions of new requests for technical support. A wide variety of objects and applications are currently using these technologies , such as self-driving cars, camera systems, and search engines.

Engineering 154

Engineering Technical Support Call Center Technology 154

AWS Machine Learning

MAY 7, 2024

Rather than requiring extensive feature engineering and dataset labeling, LLMs can be fine-tuned on small amounts of domain-specific data to quickly adapt to new use cases. This post walks through examples of building information extraction use cases by combining LLMs with prompt engineering and frameworks such as LangChain.

Engineering 122

Engineering Chatbots Technical Support Best practices 122

CCNG

MARCH 30, 2022

Because the culture hasn’t been re-engineered for the remote environment, the agent doesn’t feel emotionally engaged and is lonely. If you could, all customer service, technical support, and sales organizations would be hitting their metrics. The supervisor gets the agent on the video platform, and the agent wants to talk.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

pindrop

APRIL 20, 2021

They can impersonate government or bank officials, technical support staff, or the victim’s friends to access personal details and accounts. Fraudsters can use various schemes to induce the victims to share their OTPs, such as encouraging the victim to join a contest or telling the victim that s/he has won a prize¹.

Banking 127

Banking Government Average Handle Time Accountability 127

AWS Machine Learning

JUNE 25, 2024

Operational efficiency Uses prompt engineering, reducing the need for extensive fine-tuning when new categories are introduced. Generative AI models offer advantages with pre-trained language understanding, prompt engineering, and reduced need for retraining on label changes, saving time and resources compared to traditional ML approaches.

Feedback 125

Feedback Engineering Enterprise Technical Support 125

TechSee

JANUARY 25, 2023

[link] Curtis Woods, Director of Technical Services Curtis is the Director of Technical Services for Fresenius Medical Care North America , responsible for a nationwide field service organization, the technical training program, and a 24 / 7 technical support call center.

Automotive 41

Automotive Management Enterprise B2B 41

TechSee

JULY 8, 2020

Whether it’s an engineer overseeing a factory production line, an IT technician upgrading a server, or an electricity company worker servicing a meter, remote maintenance is critical when it comes to minimizing downtime. Safety concerns and pared-down workforces mean that there is a smaller pool of technicians available to service customers.

Technology 109

Technology B2B Engineering Technical Support 109

Help Scout

SEPTEMBER 28, 2021

The project itself runs the gamut depending on the role — some might be presentations, others might be role playing or demos: Engineering projects are all take-home coding exercises that are similar in language and project setup to what they might be working on on a daily basis.

Engineering 126

Engineering Feedback Technical Support Surveys 126

aircall

MAY 11, 2018

Not only do we engineer, optimize, sell, and troubleshoot the product, we also use it on a daily basis for our support and sales operations. For this post, I spoke with representatives (tributes) from our customer success, technical support, and sales teams. Joe — Technical Support. You guessed it.

Technical Support 88

Technical Support Analytics APIs Engineering 88

Sykes

JANUARY 23, 2018

An important component in your overall security flow are the engineers who monitor networks and provide technical support to your customers, ensuring their activity is handled securely. This academy produces engineers specializing in a variety of technical solutions — networking, computer security and programming, etc. —

Enterprise 63

Enterprise Technology Engineering Technical Support 63

Totango

JANUARY 22, 2024

Most expect to see CS emerging as a growth engine. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies. For many companies, the CSM role has become a catch-all for various tasks – from renewals and billing to technical support.

SaaS 100

SaaS Enterprise Engineering Technical Support 100

Hodusoft

APRIL 2, 2025

The calls and messages could be for billing queries, technical support, or general customer service. After getting the results, visit the top websites on the first search engine result page. Dealing with High Volumes of Contact Requests It’s no secret that telecom companies receive a huge volume of contact requests.

Contact Center 52

Contact Center Interactive Voice Response contact center solutions Morale 52

AWS Machine Learning

MAY 16, 2024

About the Authors SeungBum Shim is a data engineer in the Lotte E-commerce Recommendation Platform Development Team, responsible for discovering ways to use and improve recommendation-related products through LotteON data analysis, and developing MLOps pipelines and ML/DL recommendation models.

Personalization 125

Personalization APIs Scripts Technical Support 125

Avaya

OCTOBER 20, 2016

Marilyn Shuck serves as a Director on the IAUG Board, president of the Puget Sound Avaya Users Group, and as a UC Engineer at the University of Washington. The combination of the Avaya Technology Forum (ATF) and the International Avaya Users Group (IAUG) flagship event, Avaya ENGAGE, is generating a lot of buzz.

Technical Support 81

Technical Support Education Engineering Technology 81

TechSee

AUGUST 24, 2021

The same survey highlighted that these technical issues span a broad spectrum of home-office devices, most commonly a modem or internet connection, desktop or laptop hardware, and desktop software problems. The post IT’s Role in Support for Remote Workers appeared first on TechSee.

Surveys 109

Surveys Technical Support Enterprise Analytics 109

Hodusoft

MARCH 26, 2025

The functionality also ensures that customers reach the right support team quickly and get the help they need without unnecessary delays or transfers. It can range from order issues, technical support, product information, returns, and more. Take Your Customer Support to the Next Level with HoduSoft Ask for a Free demo!

Contact Center 52

Contact Center Contact center software Interactive Voice Response contact center solutions 52

TechSee

FEBRUARY 16, 2021

Issues can be identified early, and when the fix is relatively simple, it can be performed by on-site staff guided by remote experts rather than by engineers in the field. Investment in remote support.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

TechSee

NOVEMBER 16, 2020

2: Collaborate between different support teams. Appropriately implemented, they will ensure that your organization can provide an efficient, effortless remote support process that prevents customer attrition while making optimal usage of your technical support teams.

Self service 109

Self service Best practices Contact Center Technical Support 109

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. Ultimately, they handle the day-to-day so you can focus on other strategic needs.

outsourcing 66

outsourcing Management Technical Support Contact Center 66

Fonolo

APRIL 16, 2019

Sometimes, though, we have to turn the microphone towards ourselves and give voice to our own customer service happenings and the hard-working customer support contingent that buoys our own brand. Today, we welcome Fonolo Solutions Engineer James Dantow into the writers’ fold. — The Fonolo Team.

Call Center 108

Call Center Contact Center Engineering Construction 108

AWS Machine Learning

AUGUST 9, 2024

This includes expanding support for file formats other than PDF, as well as adopting more cost-efficient strategies for their data ingestion pipeline. Learn more about prompt engineering and generative AI-powered Q&A in the Amazon Bedrock Workshop.

Government 130

Government Healthcare Construction Engineering 130

Hodusoft

FEBRUARY 12, 2025

Flexibility Hosted PBX providers can customize IVR scripts to meet different business needs, from handling order inquiries to technical support. After the results are generated, visit some of the websites on the first page of the search engine result page.

Interactive Voice Response 52

Interactive Voice Response Self service Wait times CRM 52

TechSee

MARCH 13, 2018

The industry – as well as scientists, engineers, journalists and eager venture capitalists – were mostly disappointed when the results did not deliver on the expectations built up by the hype. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

Callminer

AUGUST 1, 2017

The routing engine delivering the contacts must be optimized in such a way that your customer’s experience is both brief and successful. He is one of ICMI’s Top 50 Thought Leaders on Twitter and on HDI’s list of Top 25 Thought Leaders in Technical Support and Service Management.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Help Scout

APRIL 27, 2021

.” – Drew Clark, Director of Client Services, Workwell Technologies Illustrated by Davida Fernandez, Global Head of Support for Campaign Monitor. However the queue feels to you, there are infinite ways you might approach responding to the conversations it holds.

Management 119

Management Self service Technical Support APIs 119

ProProfs Blog

SEPTEMBER 28, 2018

Joshua Bentley Partner, Engineer of Remarkable CX at Moxi Works. If this is a chat in a technical support environment, the transcript of the resolution should be provided to the customer so that they can incorporate that solution into their knowledge base. Tweet this. Must Read : Why you should use live chat ?

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

TechSee

JUNE 27, 2024

This is particularly valuable in scenarios such as remote technical support, where precise guidance is crucial. Real-Time Monitoring and Guidance Through real-time visual monitoring and using AR overlays, Sophie AI can guide users through complex processes, ensuring each step is performed correctly.

Contact Center 109

Contact Center Enterprise Chatbots Technical Support 109

ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? 6: Shape Customer Support Keeping Multilingualism in Mind . To take on a more multilingual customer service approach, you may have to re-engineer your entire support solutions. Or maybe something even worse happens in winters.

Customer Service 144

Customer Service Self service Customer Support Technical Support 144

TechSee

FEBRUARY 1, 2021

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. The 20% of queries Tinka is unable to handle gets passed to a human agent for follow up.

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

ROI CX Solutions

AUGUST 29, 2024

Both services play an important role in keeping your business running smoothly, and while those roles might appear similar from the outside in, both are necessary steps in the larger process of solving the variety of technical problems that crop up in any organization past a certain size. So whats the difference? Or are they the same?

Technical Support 52

Technical Support outsourcing Business Process Outsourcing Self service 52

AWS Machine Learning

JANUARY 17, 2023

We now carry out feature engineering steps and then fit the model. The model training consists of two components: a feature engineering step that processes numerical, categorical, and text features, and a model fitting step that fits the transformed features into a Scikit-learn random forest classifier.

Calibration 97

Calibration Metrics Accountability Technical Support 97

Taylor Reach Group

AUGUST 28, 2017

Most, if not all Contact Centers, technical support or customer service operations will access a knowledge-base. Initially, the KB may reside across disparate databases requiring multiple searches, or a single search engine configured to search multiple sources.

Management 80

Management CRM Engineering Technical Support 80

Thinq

OCTOBER 6, 2017

Automated savings with thinQ’s intelligent Toll-Free LCR engine. Live technical support to ensure hassle-free integration and troubleshooting. Disaster recovery in the event of a potentially embarrassing carrier outage. A cloud-based platform for real-time, intuitive routing adjustments.

Contact Center 55

Contact Center Technical Support Interactive Voice Response Call Center 55

CSM Magazine

JULY 17, 2024

Using live linked mobile devices running the BigChange app, Assured has increased engineer productivity, reduced operational costs and improved management visibility of the field service operation. “From the first demo to a call to the Roadcrew support team at 3 in the morning, I just love everything about it. .”

Finance 52

Finance CRM Engineering Technical Support 52

Outsource Consultants

APRIL 5, 2025

The Colombian Ministry of Education reports that over 60% of university graduates specialize in fields directly relevant to the BPO industry (such as business administration, engineering, and computer science). This educational focus creates a talent pool equipped to handle complex customer inquiries and technical support issues with ease.

Call Center 67

Call Center Government outsourcing Healthcare 67

VirtualPBX

OCTOBER 2, 2019

Technical Issues. You cannot fix your cloud computing problems in-house, and some providers do not offer around-the-clock technical support. Google Compute Engine. Google App Engine. Google Kubernetes Engine. It requires an engineer to set up and maintain. Microsoft Azure. Oracle Cloud. Amazon EC2.

SaaS 13

SaaS Engineering voip CRM 13