UJET

MARCH 17, 2020

Through cloud-native customer support technologies like Contact-Center-as-a-Service platforms, otherwise known as CCaaS, agents only need a stable internet connection and a web browser tab to access necessary support tools. Specialized agents are experts about a product or service and can help resolve complex customer issues.

Management 121

Management Communication Contact Center Customer Satisfaction 121

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. When it comes to delivering exceptional customer service, businesses face numerous challenges.

Call Center 52

Call Center Customer Service E Commerce E-support 52

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform.

Average Handle Time 68

Average Handle Time Contact Center 2018 Social Media 68

GetFeedback

FEBRUARY 15, 2019

It can help companies understand their audiences by quantifying customer sentiment toward products and services. They’ve most recently interacted with your sales team, moved through your purchase process, and implemented your product or service. It’s time to implement a Net Promoter Score (NPS) program.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

SurveySparrow

MAY 30, 2023

In this blog, we’ll discuss: What is a ticket management system? A ticket management system (TMS), also known as an issue tracking system, help desk system, or service ticket system, is computer software used by businesses to organize, track, and resolve issues and requests made by customers or employees.

Measurement 52

Measurement Management Net Promoter Score Customer Satisfaction 52

VDS

MARCH 17, 2023

It offers a wide range of features and capabilities, including advanced routing, self-service options, workforce optimization, and integrations with third-party systems. The cost of Genesys Cloud CX varies based on a variety of factors, including the number of users, the specific features required, and the level of support needed.

Contact Center 52

Contact Center 2025 2023 Multi-Channel 52

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. This is a key measure to understand the balance between your products, services, and price in the market. Service Level Agreement (SLA).

Customer Experience 54

Customer Experience Net Promoter Score Contact Center Average Handle Time 54

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. This is a key measure to understand the balance between your products, services, and price in the market. Service Level Agreement (SLA).

Customer Experience 54

Customer Experience Net Promoter Score Contact Center Average Handle Time 54

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. This is a key measure to understand the balance between your products, services, and price in the market. Service Level Agreement (SLA).

Customer Experience 49

Customer Experience Net Promoter Score Contact Center Average Handle Time 49

Avaya

DECEMBER 5, 2016

All too often, we find that IT executives who are facing budget cuts buy unauthorized support services for their Avaya solutions. We’re raising awareness about the true value of having legitimate Avaya support services for your communications. Get started now by reading Support Services: Separating Fact from Fiction.

2017 64

2017 Management Communication Customer Satisfaction 64

ProProfs Chat

APRIL 11, 2019

Help desk, also known as service desk, is a one-stop point of contact to tackle a company’s internal and external issues. It helps to offer centralized information and support management service. Delve into this blog to learn about help desk software, its importance, help desk for ticket management, help desk metrics, and much more.

Metrics 53

Metrics Contact Center Social Media Interaction 53

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. SurveySensum, for instance, exemplifies this level of support with a remarkable Service Level Agreement (SLA) commitment of just 2 hours. Empower customers with self-service help for quick issue resolution.

Insights 52

Insights Customer Experience Metrics NPS 52

Team Support

JULY 6, 2020

This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them. Use language that make it easy for your customers to know how to define levels of severity so everyone is on the same page.

B2B 104

B2B E-support Blog Management 104

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Customer Service vs. Customer Support. Customer support professionals do need customer service skills, but only to cover a partial piece of what they do.

Social Media 52

Social Media E-support Customers Call Center 52

CX Journey

APRIL 12, 2016

It was published on their blog on November 18, 2015. SLAs (service level agreements) ought to be in place. Sadly, I've talked to franchisors who have no idea what an SLA is.) Image courtesy of TechGenStaffer I originally wrote today's post for Intradiem. Partners must adhere to those standards.

Omnichannel 43

Omnichannel Touchpoint Effort Score Airlines 43

Comm100

SEPTEMBER 14, 2022

Comm100 is a complete omnichannel platform that lets organizations provide the very best customer service and support with just one piece of software. In this blog we will explain how each of these messaging software differ so you can find the right solution for you and your customers.

Omnichannel 75

Omnichannel Social Media Communication Connections 75

Lithium

JULY 5, 2022

Thought Leadership Blogs and Label. Stay updated when new content is published by subscribing to the new Thought Leadership Label in the Khoros Insights Blog. Customer Satisfaction measures the level of loyalty from the consumer base. Net Promoter Score measures the level of loyalty from the consumer base.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52

Kustomer

FEBRUARY 29, 2024

However, it falls short of providing end-to-end customer service solutions. For instance, it lacks functionality for creating or modifying SLAs (Service Level Agreements), requiring users to resort to third-party apps for this purpose. Additionally, its knowledge hub or Help Center is relatively basic.

E Commerce 52

E Commerce 2024 E-support Feedback 52

Alliance by IFS

APRIL 9, 2019

The integrated solution will offer large, complex service organizations managing parts in multi-echelon logistics networks a cohesive approach to field service management and service parts planning. HORSHAM, PA (April 9, 2019) — Astea International Inc., HORSHAM, PA (April 9, 2019) — Astea International Inc.,

2019 35

2019 Management Sales Customer Satisfaction 35

NICE inContact

AUGUST 13, 2019

It offers integrated tools to drive and empower agents, elevating performance and enabling contact center managers to quickly respond to meet or exceed their service level agreements (SLA). The post Gain Efficiency and Empower Agents with Cloud appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Call Center Omnichannel Blog 54

ChurnZero

JUNE 27, 2023

Objective internal: Product usage, degree of utilization, engagement with high-value features, support tickets and service level agreement (SLA) concerns. This is a visualization of what your company wants customers to think, feel and experience as they progress through their relationship with your product and services.

Customer Success 52

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 52

CSM Magazine

MAY 25, 2022

In his latest blog, Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications. Vendors that provide fake clouds simply cannot achieve the same level of security and expertise as AWS and Azure.

User Experience 52

User Experience Customer Satisfaction Financial Management 52

NICE inContact

JULY 29, 2019

Its old third-party hosted cloud solution had weekly service outages, limited integration, slow service turnaround and poor reporting. And CXone’s robust reporting capabilities have given the company the visibility into the performance metrics it needs to meet its clients SLAs (service level agreements).

Travel 11

Travel Innovation Virtual Agent Contact Center 11

ChurnZero

JANUARY 3, 2020

I’ve learned a few lessons about building and running a remote customer success team and I want to share them with you in this blog post. Great customer service starts with passive help. A survey commissioned by Nuance Enterprise found that 67% of respondents prefer to use self-service rather than call a company on the phone.

Customer Success 64

Customer Success 2020 Metrics Webinar 64

transcosmos Information Systems

JULY 22, 2018

Excellent customer service has always been essential in business growth. A service desk can handle incidents (disruption in service availability or quality), service requests (inquiries with a routine task), and other services like change management, release management, and configuration. Here are some of those: 1.

Technology 72

Technology Multi-Channel Social Media Customer Service 72

NICE inContact

AUGUST 13, 2019

It offers integrated tools to drive and empower agents, elevating performance and enabling contact center managers to quickly respond to meet or exceed their service level agreements (SLA). The post Gain Efficiency and Empower Agents with Cloud appeared first on NICE inContact Blog.

Contact Center 10

Contact Center Call Center Omnichannel Blog 10

2020 Research

SEPTEMBER 20, 2022

Why Did Apex Study the Financial Services Sector? . Apex developed this model in partnership with Columbia University and Harvard University to get to the root of physiological and emotional impacts on consumer relationships: Joy – Is the financial services experience enjoyable? Uncomplicated – Is the financial service simple to use?

Banking 52

Banking Financial Loyalty Consumers 52

Natalie Petouhof

APRIL 4, 2016

The new release introduces a series of enhancements and services to help digital businesses meet the growing demand for the ultimate measure of performance – the customer experience. Tweet SOASTA, a leader in performance analytics, announced the Winter 2016 release of its Digital Performance Management (DPM) Platform. drnatalie petouhoff.

Management 40

Management Innovation 2016 Measurement 40