Playvox

FEBRUARY 20, 2024

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. However, managing remote teams effectively comes with its own set of challenges. First, let’s define remote work.

Management 88

Management Contact Center Communication Feedback 88

BlueOcean

JANUARY 20, 2023

If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. And second, there’s no doubt that the pandemic and the social justice movement have evolved what you need from a customer service provider – and your RFP should reflect that. For remote training?

Contact Center 156

Contact Center Customer Care Culture Technology 156

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Yes, they cost a lot. Sure, they divert your workforce from more strategic tasks. . Deal with Data Analytics.

Innovation 207

Innovation 2025 Transportation Consumers 207

TechSee

OCTOBER 5, 2021

The UK’s fuel crisis is negatively affecting industries that provide field services to their customers. Fuel shortages and high petrol prices have made it significantly more expensive for field service organisations in telecom, HVAC, manufacturing and more to dispatch trucks to service their customers.

Transportation 207

Transportation Customer Satisfaction Insurance Travel 207

ShepHyken

MARCH 10, 2023

She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome.

Customer Service 118

Customer Service Communication Article Customers 118

CSM Magazine

APRIL 9, 2024

Remote work has become the new norm in various industries, and customer support teams are no exception. Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software.

Call Recording 64

Call Recording E-support Customers Customer Satisfaction 64

TechSee

DECEMBER 2, 2020

Remote visual support is no different. Remote Visual Support Myths. Here are six myths on the how, why, and ‘what for’ of remote visual assistance. Myth # 1: Remote visual assistance is for hardware tech support only. Myth #2: Remote visual assistance is a disaster recovery solution for the pandemic only.

Net Promoter Score 109

Net Promoter Score Average Handle Time Contact Center Technology 109

Magellan Solutions

JULY 24, 2023

How businesses operate has been transformed by combining remote work and outsourcing. It has led to the emergence of remote work outsourcing strategies. Remote work has become famous due to technological advancements and changing work preferences. Remote work refers to working outside of a traditional office setting.

Communication 96

Communication Measurement Technology Culture 96

TechSee

DECEMBER 16, 2020

Last month, we announced this exciting partnership , which was the culmination of a mutual journey that began with an investment by Salesforce Ventures two years ago, an offering in the Salesforce AppExchange, a mutual award in the TM forum, and recognition in Gartner’s Cool Vendors in CRM Customer Service and Support 2020 report.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Measurement Feedback 2022 79

TechSee

JANUARY 10, 2022

Table of Contents: The need for property management solutions. According to industry statistics , 80% of property managers say that maintenance and repair are the most common housing management services provided, and more than 45% express a desire to improve efficiency when providing these property management solutions.

Management 109

Management 2028 Technology 2021 109

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

TechSee

NOVEMBER 6, 2018

What is augmented reality remote assistance? Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians. . How does augmented reality remote assistance work? Eventually they identify the problem.

Call Center 104

Call Center Insurance Customer Satisfaction Document 104

Playvox

JANUARY 12, 2023

Adding remote work or a hybrid setup to the mix can make things even tougher. Why Agents Want To Work Remotely — And Why You Should Let Them. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work.

Contact Center 69

Contact Center 2022 Metrics Article 69

TechSee

APRIL 21, 2023

A truck roll is when a technician or service provider drives to a customer’s location to install or repair equipment. They are a necessary part of many customer and field service operations. What about the hundreds of thousands of field service vehicles constantly in circulation?

Financial 109

Financial 2026 Transportation 2022 109

eGain Blogs

FEBRUARY 29, 2024

Knowledge management was red hot last year as companies realized its importance in the new remote and hybrid work era. And customer service is one of the sweet spots for Gen AI and KM innovation. With Gen AI helping automate many tasks in the knowledge lifecycle management, KM has become white hot in 2024!

2024 72

2024 Magazine 2022 Innovation 72

Kustomer

JULY 12, 2022

The concept of omnichannel customer experience (CX) has been simplified over time. Many brands and customer support teams believe that omnichannel support is simply communicating with customers on every channel, but it’s much more than that. What Is Omnichannel Customer Support? Get the Guide.

Omnichannel 98

Omnichannel Culture Communication Technology 98

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support.

Contact Center 79

Contact Center Feedback Culture Engagement 79

Playvox

NOVEMBER 1, 2022

But one thing many contact centers are missing is a remote work company policy. In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. What Is A Remote Work Policy?

Contact Center 74

Contact Center Average Handle Time 2022 Government 74

CSM Magazine

APRIL 18, 2024

CPaaS stands for Communications Platform as a Service. Businesses can customize the service to fit their unique needs and adjust usage on the fly—all without the heavy lifting of developing and maintaining the technology themselves. Chatbots and AI: Incorporate automated messaging services that use AI.

2029 52

2029 E Commerce Healthcare E-support 52

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. The State of Remote Work in Contact Centers. Leanne Y.,

Contact Center 69

Contact Center Management 2022 Transportation 69

Magellan Solutions

MARCH 13, 2024

Offshoring means moving specific tasks or services to another country to take advantage of cheaper labor and a larger pool of skilled workers. Some key advantages of offshoring include the following: 24/7 Operations Offshoring enables companies to provide services 24/7 by utilizing teams in different time zones. What is Offshoring?

Culture 105

Culture E-support E Commerce Communication 105

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

Inbenta

MARCH 30, 2021

During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands. What is customer service automation and what benefits does it provide? Customer service automation trends.

Customer Service 136

Customer Service Marketing Omnichannel Poor Customer Service 136

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

TechSee

NOVEMBER 22, 2021

The pandemic has ushered in a new age of the remote workforce. And remote staff need help acclimating to their new reality, requiring enterprises to look for ways to reduce the resultant high remote IT support cost. . IT Support Services Prices aren’t Cheap. new software for remote collaboration. .

Telecommunications 109

Telecommunications 2022 Travel Document 109

ShepHyken

JANUARY 6, 2021

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. Our customers keep getting smarter about customer service and experience. Customers are becoming impatient.

2021 170

2021 Customer Relationship Management Customer Service Training 2020 170

Magellan Solutions

JULY 21, 2023

Companies are becoming mindful of the potential of outsourcing services for small businesses in 2023. The market size for outsourcing services is witnessing significant growth. It will include insights on outsourcing services tailored to small businesses. It has become essential as the demands of the global market increase.

2023 94

2023 Healthcare Innovation Technology 94

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.

2023 52

2023 E Commerce Return on Investment ROI 52

Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue. Talkdesk Managed Services allows businesses to supplement their teams with an advanced administrator.

Contact Center 133

Contact Center Return on Investment Leadership Consulting 133

Magellan Solutions

APRIL 25, 2023

How do you rate your customer support services? Every business must exhibit excellent customer support services to win more loyal customers. The customer support service levels reflect how well you’re able to respond to customers’ inquiries and resolve their concerns.

Call Center 52

Call Center Poor Customer Service Customer Service Representative Customer Care 52

ShepHyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. But what about the employees’ needs? Make it easy.

Employee Experience 128

Employee Experience Customer Experience Call Center Customer Service Training 128

Playvox

MAY 26, 2022

For your remote agents, however, it’s often all work with little reward. In addition to feeling the mental and emotional weight of consumer-facing jobs, remote contact center agents are experiencing redundancy that can make their jobs feel tedious. Improve Your Remote Contact Center Agent Training Program.

Contact Center 52

Contact Center Rewards Programs Article Connections 52

Playvox

FEBRUARY 8, 2022

As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores. Enter ContactBabel.

Contact Center 83

Contact Center 2022 Download NPS 83

Playvox

JANUARY 13, 2022

Customer and employee expectations dictate a need for modern, integrated solutions that will improve CX and make employees more effective and efficient. The trend toward employee choice also has some roots in the substantial increase in remote work models. Technology always needs focus. Location Equity.

Contact Center 79

Contact Center 2022 Omnichannel 2025 79

Magellan Solutions

MARCH 5, 2023

One increasingly popular solution to this problem is the employment of virtual assistants. Virtual assistants are remote workers that can provide personalized assistance. Healthcare The healthcare industry is constantly evolving to meet the increasing demand for better and more efficient healthcare services.

E Commerce 98

E Commerce E-support Healthcare Social Media 98

ViiBE Blog

MAY 20, 2021

Remote visual support and AR are two vastly emerging technology redefining customer service and the traditional approach to customer support, with a predicted 1.9 Yet what are the considerations you should look at when selecting the perfect remote visual support solution for your business?

Transportation 52

Transportation Average Handle Time Contact Center Technology 52