Magellan Solutions

SEPTEMBER 24, 2020

Are you still managing your inbound call center in-house? In this article, you’ll find out when exactly should you outsource your inbound call center and how to do it right. When to outsource your inbound call center. The main role of an inbound call center is to provide quality customer service.

Call Center 40

Call Center Competitive Advantage Customer Service Strategies Customer Service Representative 40

8x8

MAY 23, 2018

Acknowledging the importance of pairing world-class software with world-class practices will help you optimize your customer service practice. Here are the top 3 ways to optimize your customer service strategy: 1. A time-honored call center practice is providing agents with pre-written scripts.

Customer Service Strategies 48

Customer Service Strategies Customer Service Contact Center Call Center 48

Talkdesk

AUGUST 4, 2016

One of the places bots are likely to make a big splash is customer service. For better or worse, the bot has made its debut but what effect will bots have on call center jobs? To answer this question, we need to take a few steps back and examine the history of innovations in customer service.

Call Center 44

Call Center Omnichannel Social Media Contact Center 44

ShepHyken

SEPTEMBER 22, 2023

Customers want the ability to find the answers they need quickly and easily, without having to pick up the phone or wait in a queue for assistance. While self-service options will handle easier issues, call centers will still be necessary for more complex questions and problems.

2023 62

2023 Customer Service Customer Service Representative Customer Care 62

CSM Magazine

MARCH 31, 2022

They can respond to customer inquiries in real time, which can help improve customer satisfaction. They can collect data about customer interactions, which can be used to improve customer service strategies. How are Voicebots being used in the Contact Center?

Customer Service 52

Customer Service Contact Center Customer Service Representative Technology 52

Call Center Pros

NOVEMBER 12, 2018

Well, apparently it is not, judging by the frequency with which companies have a customer service strategy that forces its agents to treat everyone based on the same template, the same speech, and the same rules… We are in times when customers are empowered. One size rarely fits all. It seems obvious, right?

Customer Experience 69

Customer Experience Multi-Channel Call Center Customers 69

NICE inContact

JUNE 7, 2018

In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. Chat, text, social media, websites, IVR, even traditional phone calls with customer service representatives – the list continues to grow. Adapting to New Tools.

Omnichannel 48

Omnichannel Consumers Customer Experience Social Media 48