support-center 
InMoment XI
APRIL 24, 2024
In the dynamic landscape of healthcare, where patient care is paramount, the role of healthcare contact centers has emerged as a vital component in ensuring seamless communication and efficient service delivery. What is a Healthcare Contact Center? Why are Healthcare Contact Centers Important?
ShepHyken
OCTOBER 2, 2023
Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. How can companies turn customer support into a competitive advantage?
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Call Experts
JULY 28, 2022
Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability. What Is A Contact Center?
InMoment XI
NOVEMBER 28, 2022
Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. . 3 Factors Impacting the Customer Support Experience. Factor #1: Control.
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Building a successful CX program requires teams to share data seamlessly across multiple functions, including support services, contact center, marketing, and sales. The Value Index is an assessment of how well vendors address buyers’ requirements for CX software and incorporates all criteria.
Call Experts
MARCH 5, 2020
But, only part of the job is providing excellent services; the other key to keeping your customers happy is outstanding customer support. If growth is a goal, then you must support your customers and acknowledge or resolve any complaints or issues. with customized protocols to support your customers until they have a resolution.
InMoment XI
FEBRUARY 8, 2024
As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center. What Are the Benefits of Contact Center Optimization?
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. Agent assist technologies can support the agent. They attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. But scripts have had a variety of issues. Collaborative scripting can improve CX and agent performance.
To retain customers, companies need to work on the experience they provide and be available 24/7 through all imaginable communication channels.
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Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.
Advertiser: Vanilla Forums
As customer demands continue to grow, more organizations are looking to digitize their customer support journey, since the more traditional methods of support such as the call-center are no longer fulfilling customer needs. Notable customer behaviours that can drive your digital support strategy.
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With CX Insights, Orvis was able to quickly categorize and analyze support inquiries to identify areas for improvement in their contact center, website, and email cadence. Resolving these friction points led to a 20% reduction in call handle time and 50% of returns converted into exchanges.
Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success
Combined with the Great Resignation and a candidate-driven market, it’s become a perfect storm for contact centers. To cope with the struggle of hiring and retaining agents, call center leaders are offering more pay, more employee perks, and more training. At the heart of the issue is the monotonous and stressful nature of the job.
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Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, as a strategic vendor partner, we can provide highly qualified staff to support BPOs, filling hard-to-fill positions, reducing overall costs, and increasing profitability on existing contracts.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce.
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