ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

BlueOcean

OCTOBER 4, 2023

Other Approaches to Bilingual Customer Care Support But, as the title of this blog implies, a live agent model might not be the best option for all of your language requirements. The value of that improved metric plays a big role in the client’s bottom line.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

UJET

JUNE 3, 2020

Right now, your support team is either mostly or entirely remote. But what if you were used to having your entire team in one office and usually spoke to them in person. How can you manage a dispersed team effectively when everyone is remote? It’s important to help them feel like an active part of the team.

Management 82

Management Call Center Feedback Communication 82

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 88

Call Center Contact Center Average Handle Time E-support 88

Upstream Works

MAY 4, 2021

We enhance Amazon Connect to provide a unified desktop, seamless integrations and management simplicity. Keep up with seasonal spikes, customize the solution to suit in-office and remote agents, and compile all the resources your enterprise utilizes in one desktop. Learn more about Upstream Works for Amazon Connect.

Connections 78

Connections Engagement Contact Center Technology 78

CSM Magazine

MAY 12, 2021

What does it mean to be a Connected Enterprise and does it really matter? Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere – and places an even greater focus on improving customer service.

Connections 64

Connections E-support Social Media Roadmap 64

Bold360

APRIL 10, 2020

Seemingly overnight you were tasked with transforming the way you work, exiting your brick and mortar headquarters, and standing up a 100% remote workforce – all on the fly. Like many, we’ve had to shift hundreds of employees from working on location to working remotely. – Seth Woltz. Step 1: Mobilize and Stabilize.

Customer Experience 52

Customer Experience Connections Employee Experience Customers 52

Calabrio

JUNE 29, 2020

I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running. It was a priority to ensure employees were able to continue doing their jobs, but more importantly, to help them still feel connected as human beings. . careers page.

E-support 105

E-support 2020 Workshop Culture 105

CX Accelerator

MAY 28, 2019

Chief among these is our power to create a supportive and edifying dynamic among our teams. I can personally testify to the power of having a team who sincerely cares for one another. Your team has the capacity to adapt seamlessly and to meet any new challenge in real-time. So how does one develop a team culture such as this?

Culture 140

Culture Contact Center Events Hospitality 140

CSM Magazine

APRIL 20, 2022

In our last blog , we asked the question ‘what does wellbeing really mean?’ This is a particular bonus when the majority of people are working remotely. This data can facilitate coaching conversations, while identifying individual or team skill gaps to allow managers to provide better training and support to agents who need it most.

Technology 52

Technology Blog Customer Centricity Download 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. Tell us a bit about yourself?

Contact Center 72

Contact Center Leadership User Experience Culture 72

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. In order to nurture this growth, customer success teams must have improved visibility to monitor progress and review customer insights. Ensuring the entire team is aligned on big-picture goals.

Customer Success 92

Customer Success Communication Document Touchpoint 92

Totango

JULY 31, 2020

As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. Yesterday, Totango hosted our third CXO series event for Customer Success executives. A consistent employee experience = a consistent customer experience.

Engagement 104

Engagement Events Customer Success 2020 104

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

AUGUST 18, 2020

Organizations that had been supporting a small remote workforce were suddenly forced to support a fully remote workforce. Organizations (and IT teams) that had already developed agility pre-COVID were able to manage the crisis better, maintaining their business continuity and remaining flexible in a context of ongoing uncertainty.

2020 52

2020 Connections Customer Satisfaction Blog 52

Integrity Solutions

NOVEMBER 22, 2022

In fact, one of the most important components of any culture change effort is a committed senior leadership team that is not just supportive but personally involved and consistently modeling the desired behaviors. The short answer: Everyone, all the way from the executive team down to the frontline team.

Banking 79

Banking Culture Engagement Leadership 79

ChurnZero

NOVEMBER 4, 2022

Difficult conversations lead to deeper customer connections. To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news. Here are 10 takeaways for recession-proofing CS.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

Call Experts

SEPTEMBER 22, 2023

Whether for personal or professional reasons, we rely heavily on our phones to connect with others. In this blog, we’ll decode the mysterious world of call forwarding and explain what “Call Forwarded Unconditionally” means for your calls. Ensure every call is directed to the right person or team each time.

Travel 59

Travel Call Center Communication Poor Customer Service 59

Integrity Solutions

MARCH 11, 2021

Virtual Engagement For Remote Selling. Remote Selling Success Starts Before The Call Even Begins. While salespeople across industries are settling in to a world of hybrid and remote sales , most are still working to adapt to the nuances and variables that can affect success in a virtual selling environment. By Bruce Wedderburn.

Engagement 137

Engagement Sales Webinar Social Media 137

CSM Magazine

JANUARY 17, 2024

In 2023, HubSpot Blog conducted a study entitled The State of Video Marketing in 2023. This communication format gained huge traction following the COVID-19 pandemic where remote working became the need of the hour. With the advent of remote working, the need for these platforms gained huge traction.

Communication 52

Communication 2023 Social Media Travel 52

Bold360

AUGUST 14, 2020

Many organizations and employees struggled to adapt to remote work, as urgent issues around hardware, software and support had to be resolved almost overnight. Complexities Around Adoption of Remote Work. Complexities Around Adoption of Remote Work. Keeping People Connected. A (Remote) Work in Progress.

2020 52

2020 Events Connections Innovation 52

Stella Connect

OCTOBER 6, 2021

Take a cue from local listings platform Yext, a company that recognizes its customer service employees by posting positive customer comments the team receives in the organization’s Slack. . Our client ESPN acknowledges team members in round-up emails sent to everyone within the organization. Host a team-wide party.

Customer Service 52

Customer Service Social Media Exceptional Customer Service Connections 52

Hello Customer

APRIL 9, 2020

How can companies make the human connection part of their customer experience? It’s all kinds of service delivery in banks, insurance, coaching, consultancy, HR, Organisations in all industries went remote overnight. In this blog post, we’ll list some tips to keep the customer experience human in digital times.

E Commerce 98

E Commerce Customer Experience E-support Feedback 98

CSM Magazine

AUGUST 23, 2023

This blog post will explore some of the latest and most innovative features of modern mortgage CRM software. Automated Workflow Management Loan origination, credit assessment, underwriting, and closing are common, complex processes involving numerous teams at mortgage companies.

Document 52

Document Return on Investment Social Media Customer Relationship Management 52

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

Stella Connect

NOVEMBER 18, 2021

Research shows there’s a strong connection between agent engagement and agent performance , with engaged employees less likely to quit and more likely to be more productive, report overall wellbeing, and be active participants within the company. Here are some ideas: Treat individual top performers or the team to a meal.

Call Center 78

Call Center Competitive Advantage Social Media Financial 78

Stella Connect

FEBRUARY 15, 2022

In fact, we’ve found that some of the root causes of call center attrition can be traced back to low morale within the call center, particularly with agents struggling with: Feelings of emotional disconnection from the call center team and brand. Feelings of isolation. A lack of empowerment, autonomy, and engagement.

Call Center 52

Call Center Contact Center 2021 Demo 52

Wootric

NOVEMBER 24, 2020

Many traditional businesses have made the temporary or permanent transition to a remote business model, which makes it all the more important for your cloud-based business to stand out. . In lieu of in-person interaction, remote businesses rely on social media marketing to increase engagement and direct more traffic to the website.

Customer Engagement 52

Customer Engagement Engagement Social Media E Commerce 52

Upstream Works

JUNE 25, 2020

What is new is having to suddenly pivot from having agents in centralized locations to operating remotely. Whether your entire team of agents and supervisors is now working from home or a portion of your staff are telecommuting, the transition is significant – and nobody was prepared for the change. Maintaining Security.

Contact Center 78

Contact Center Management Omnichannel Engagement 78

Stella Connect

JANUARY 20, 2022

A majority (84%) say that when customer service is able to solve a problem for them it strengthens their emotional connection to the brand. Many organizations use training as an opportunity to review how the team is performing based on agent performance scorecards or other quality standards. .

Customer Service Training 78

Customer Service Training Contact Center Customer Service 2022 78

ViiBE Blog

JUNE 3, 2021

Field ticketing software is crucial to managing a company’s operations in the field remotely. As field service becomes more remote, priorities are changing. It is as vital as ever to track the performance of team members. Still, connectivity is now taking an increasingly important place in a company’s considerations.

Download 52

Download Connections Customer Service Representative Call Center 52

Bold360

MARCH 16, 2020

Policies and procedures are changing from day to day and customer service teams are just trying to keep up with growing customer concerns around the virus. It is also vital that your CX teams are enabled to get access to the latest information and also empowered to work from anywhere and still be able to deliver a high-quality experience.

Customer Experience 59

Customer Experience Contact Center Leadership Customers 59

Comm100

APRIL 30, 2020

Most live chat teams around the world have found themselves working from home, possibly for the first time ever. Thanks to the flexibility of live chat – if cloud-based – most teams have been able to transition smoothly into remote working. And for many, they won’t be returning to the office anytime soon.

Omnichannel 52

Omnichannel Social Media Communication Connections 52

ViiBE Blog

DECEMBER 14, 2020

Paired together, augmented reality remote assistance has a proven track record of boosting ROI and KPIs including. Augmented reality’s ability to improve a company’s performance has led many, like Samsung, to implement AR throughout their entire remote assistance ecosystem. What is Remote Assistance Augmented Reality?

Insurance 52

Insurance 2024 ROI Omnichannel 52

ClientSuccess

MARCH 23, 2021

As more companies announce they will continue remote operations indefinitely, customer success teams are either auditing their existing remote communications strategy or looking for ways to keep things running smoothly long-term. You don’t always have to turn your video on, but make sure your team is consistent.

Webinar 65

Webinar Customer Relationships Customer Success Customers 65

Gainsight

JUNE 10, 2021

They were our lifelines and connections to the outside world. Learn more about all the new product announcements in this blog post. He then introduced Megs Suratkal, Global Vice President of Customer Experience & Customer Success at Hewlett Packard Enterprise, who happened to join remotely from Boston. Leading the Charge.

Innovation 52

Innovation Chief Customer Officer 2021 NPS 52

SurveySparrow

FEBRUARY 13, 2023

Continue reading below ↓ SurveySparrow: The Complete Toolkit for HR 6 Employee Spotlight Examples & Takeaways Employee spotlight blog – Crobox In their ‘Crobox Insider’ blog series, Crobox shines the spotlight on senior and C-suite employees around the world. Will people read a blog post? Yes to that too!

Culture 52

Culture Social Media Blog Insights 52