BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. And how have their efforts shifted as remote work has become more common? What policies do you have in place to prevent discrimination and harassment in the workplace?

Contact Center 177

Contact Center Government Measurement Document 177

ShepHyken

MAY 10, 2019

This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team. Your business may have the best products and services in the industry, but without effective customer support, consumers would likely not care about your brand.

Blog 108

Blog Article Customers Customer Service 108

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . What is a call-out line? What is an HR call-out line?

Contact Center 52

Contact Center 2021 Blog Call Center 52

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 130

Technology Blog Customer Experience Social Media 130

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. The result?

2021 140

2021 Customer Experience E-support Omnichannel 140

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Are customers inquiries being addressed satisfactorily across channels? The post Guest Blog: Emphasizing the Human Side of Remote Work appeared first on Calabrio.

Blog 59

Blog Webinar Contact Center Customer Satisfaction 59

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. billion active users worldwide.

Customer Success 107

Customer Success Touchpoint Document Interaction 107

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Traits that define a great customer service rep.

Customer Service Training 77

Customer Service Training Blog Customer Service Article 77

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. The last mile, undeniably, is critical to ensuring customer satisfaction and loyalty.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BirdEye

DECEMBER 22, 2023

Your customers are calling — don’t leave them hanging. It’s not just about making calls; it’s about ensuring seamless communication, enhancing customer service, and supporting your business’s growth. Birdeye – all-in-one platform Improve customer communication with Birdeye. Riiing, riiing.

Communication 111

Communication Demo Call Recording Connections 111

Eptica

NOVEMBER 24, 2020

Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Author: Guest author: Adrian Swinscoe Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. Remote Working 2.0:

Customer Service 114

Customer Service 2020 Customer Relationships Books 114

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Also, the smart customers are becoming more inclined towards the online mediums of interactions like live chat, social media or even email. Shep Hyken.

Government 88

Government Technology Blog 2017 88

Eptica

JUNE 25, 2021

Author: Pauline Ashenden - Demand Generation Manager Looking after your agents has always been important to successful customer service. However, the pressures of the pandemic and remote working have brought it centre stage. Delivering excellent customer service at the moments that matter.

2021 99

2021 Culture Blog Technology 99

BirdEye

MARCH 1, 2024

Are you a multi-location business struggling with time zone headaches and frustrated customers? Juggling customer calls across different locations and time zones can be a nightmare. Missed calls, confused customers, and a strained support team are just a few of the consequences. Why do you need business call forwarding?

Customer Service 59

Customer Service Multi-Channel Call Recording Social Media 59

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. Here are five tips to manage your remote customer support agents. Most remote agents enjoy a portable workstation.

Management 121

Management Communication Contact Center Customer Satisfaction 121

SaleMove

MAY 14, 2020

We sat down, virtually—with some of Glia’s new clients who chose to implement our platform completely remote to ensure their digital customer service is top notch. How social distancing impacted service operations Implementing home agents on a time crunch Advice to others about service continuity.

Contact Center 88

Contact Center Blog Connections Customer Service 88

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Anna Gorina May 3, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! The phone number is outdated.

B2B 52

B2B E-support 2023 2021 52

CSM Magazine

APRIL 25, 2023

Rob Crutchington, CEO of Encoded, discusses three other key findings and how modern technology and payment orchestration can address the issues to help contact centres reduce costs, protect card data and improve customer experience. The need to achieve consistent transaction success will see payment orchestration take centre stage.

2023 52

2023 E Commerce Return on Investment ROI 52

ViiBE Blog

MAY 11, 2023

ViiBE Blog What is a Service Level Agreement? Anna Gorina May 11, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Download now Remote Assistance and how it Boosts Petroleum Operations Free Oil & Gas E-book available now!

2023 52

2023 E-support Definition Download 52

Bold360

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. .

Multi-Channel 98

Multi-Channel Customer Engagement Roadmap Engagement 98

ShepHyken

JANUARY 22, 2021

However, it becomes much easier for the organization to stay in sync, aiming for clarity, transparency, and better management of the remote contact center agents. We know that as much as optimizing customer experience is essential, it is also important to provide an exceptional experience to the remote agents. Here’s how!

Call Center 87

Call Center Contact Center Average Handle Time E-support 87

ViiBE Blog

OCTOBER 28, 2021

ViiBE Blog > Remote Customer Service > Digital Customer Experience What is digital CX? The digital customer experience strategy is an important part of a company’s marketing strategy. Together, these elements will enhance customers’ experiences while interacting with the brand or product.

Social Media 52

Social Media 2023 Roadmap E-support 52

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes.

2022 98

2022 Customer Service E Commerce E-support 98

SaleMove

APRIL 29, 2022

Several Glianeers weigh in on the advantages of Flex Work and the impact that our in office and remote work options have on their lives. The post Glia Voices: Views on Flex Work appeared first on Glia Blog | Digital Customer Service Explained.

Blog 71

Blog Customer Service Employee Experience Customers 71

Eptica

FEBRUARY 5, 2021

Author: Pauline Ashenden - Demand Generation Manager The last year has transformed contact centres, with the majority forced to switch to remote working due to pandemic lockdowns. Looking forward, the world of work has changed forever, leading to a need for a hybrid working model within customer service.

2021 72

2021 2020 Blog Technology 72

BirdEye

DECEMBER 26, 2023

Imagine a bustling office brimming with potential, yet held back by missed calls, network glitches, and the consequent loss of potential customers. It’s a situation many businesses encounter and one that needs the best VoIP service to overcome. This is a massive loss for businesses and signifies a negative customer experience.

Call Recording 111

Call Recording Communication Connections Multi-Channel 111

ViiBE Blog

MAY 26, 2023

ViiBE Blog Solving plumbing problems with remote visual assistance in plumbing management software Marc Prempain May 26, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now!

Management 52

Management 2023 E-support Document 52

Provide Support

MARCH 30, 2020

10 Tips for Building your Remote Team and Providing Safe Online Support. Today more and more institutions and businesses switch to remote work due to the unsafe and unstable situation in the world. Published in Provide Support Blog , 2020. Read more. © 2003 - 2017 Provide Support LLC. Permalink | No comment.

2003 70

2003 2017 2020 Blog 70

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. Have you done load testing at high volumes for a fully remote agent workforce? Have you tested for it?

Call Center 105

Call Center Contact Center Events Travel 105

SaleMove

APRIL 21, 2020

By now, most people are familiar with working remotely and have found themselves in the position where they need to adjust to the new “norms” within their workforce. Empowering Your Remote Workforce If you’re interested in getting started with Digital Customer Service right now, request a personalized demo!

Contact Center 56

Contact Center Webinar Demo 2020 56

SaleMove

MAY 14, 2021

Social distancing, quarantines and remote work have impacted consumer expectations and how businesses deliver goods and services. This includes the insurance industry: many have grappled with the desire to deliver impeccable and uninterrupted customer service while their teams work remotely.

Insurance 52

Insurance White Paper Contact Center Call Center 52

UJET

APRIL 21, 2020

Vasili recently answered a few questions so our customers and the public can get to know the newest member of the UJET leadership team. I am extremely passionate about customer service and have been in the space for a while leading mostly sales teams and have had stints in running product and engineering.

Contact Center 72

Contact Center Leadership User Experience Culture 72

CSM Magazine

JANUARY 17, 2024

In 2023, HubSpot Blog conducted a study entitled The State of Video Marketing in 2023. From the audience perspective, customers use it to keep updated about the latest products, brands and deals. This communication format gained huge traction following the COVID-19 pandemic where remote working became the need of the hour.

Communication 52

Communication 2023 Social Media Travel 52

Bold360

AUGUST 27, 2020

The early days of COVID-19 were a make or break moment for so many service and support teams. The virus drove a radical shift towards digital channels and remote work that impacted both service employees and their customers. Shifting to Remote Work & Remote Service Delivery.

Transportation 52

Transportation Call Center Customer Engagement Customers 52

Daniel Group

SEPTEMBER 23, 2021

It depends on multiple factors, from the complexity of the transaction to your customers’ preferences. Remember, for deep analysis, there is no substitute for talking to your customers one at a time. You can’t contact an adequate number of your customers in any meaningful way if you don’t have complete contact data.

Feedback 98

Feedback Omnichannel Travel Connections 98

ViiBE Blog

AUGUST 31, 2020

Customers and companies alike have adapted in unique ways to handle the challenges of the pandemic. They have adapted to the remote work trend and taken advantage of the tech innovations available to sustain operations across the value chain. The key differentiator is visible in companies that embraced adaptation.

Omnichannel 98

Omnichannel Travel 2022 Innovation 98