Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. Talkdesk Managed Services allows businesses to supplement their teams with an advanced administrator. Why did Talkdesk choose PPT Solutions as our first Managed Services partner?

Contact Center 133

Contact Center Return on Investment Leadership Consulting 133

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Cloud-based calling? .

Call Center 77

Call Center Contact Center Omnichannel Interaction 77

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology? 5 Innovative Call Center Technologies in 2022. Data Analytics.

Call Center 124

Call Center 2022 Technology Social Media 124

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. Customer service automation isn’t a new deal for businesses.

Customer Service 158

Customer Service Article Customers Technology 158

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. Getting there will require a broader perspective on service. Getting there will require a broader perspective on service. Similarly, AI easily scales up and down to meet changing demands, eliminating long wait times and poor CX during mass service events or seasons.

Customer Service 202

Customer Service Customer Service Representative Contact Center Technology 202

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Step one is to make a plan.

Contact Center 79

Contact Center Measurement Feedback 2022 79

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

CSM Magazine

FEBRUARY 12, 2024

It also allows businesses to gather feedback, refine products or services, and enhance the customer experience. Defining specific objectives will not only guide your strategy but also help you measure the success of your campaign. This data can inform strategic decision-making and help businesses stay ahead of market trends.

Communication 52

Communication Contact Center Omnichannel Call Center 52

ShepHyken

JULY 31, 2023

When AI pulls information from the customer’s history or a knowledge base, support agents are empowered to have better interactions and efficiently provide the best solution. ” “Acquiring new customers requires more time and money than growing with an existing customer base.”

Interaction 118

Interaction Contact Center Connections Leadership 118

TechSee

MAY 4, 2021

In recent years, the world has been trending toward a gig-based economic format. These gigs are often created to meet consumer demand via the real-time delivery of services. The Concept of GigCX: Freelance customer service agents. The use of gig workers in customer service – known as GigCX – is becoming increasingly common.

Customer Service 182

Customer Service 2027 Contact Center Call Center 182

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

CSM Magazine

AUGUST 29, 2023

Avaya customers can now leverage cloud-based passwordless authentication solutions for contact center agents, reducing fraud and unlocking significant efficiency gains. Journey.ai, Inc (DBA: Journey), a groundbreaking cybersecurity software business, is expanding its suite of capabilities with Avaya, a leading contact center company.

Contact Center 52

Contact Center Innovation Document Customer Centricity 52

Magellan Solutions

OCTOBER 17, 2023

Inbound call center services can help your company achieve an average conversion rate of 10%. So, if you’re looking for a way to optimize your customer support operations, look no further than the inbound call center. Read along to get the scoop as to why you should outsource inbound call center services!

Call Center 52

Call Center E Commerce E-support Telecommunications 52

Playvox

OCTOBER 20, 2023

Measuring how happy (or unhappy) customers are with your brand, service, support, and products — also known as customer sentiment — is challenging in an omnichannel contact center. For example, does “it works fine” and “customer support was ok” mean customers are happy, upset, or indifferent?

Contact Center 82

Contact Center Omnichannel Measurement Social Media 82

CSM Magazine

MARCH 24, 2022

It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience. Increase service and revenue opportunities.

Retail 119

Retail Customer Experience 2004 Competitive Advantage 119

Magellan Solutions

NOVEMBER 20, 2023

According to 60% of business executives, superior customer service enhances customer retention. Outsourced outbound call center services can capture and hold your audience’s attention. There are several advantages to outsourcing outbound services. It can help your company gain the competitive advantage it needs.

Call Center 52

Call Center E-support E Commerce Sales 52

Bold360

APRIL 1, 2020

Knowledge is power, especially during the COVID-19 pandemic when both individuals and organizations alike are struggling with uncertainty. No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity.

Call Center 95

Call Center Management Social Media Contact Center 95

TechSee

SEPTEMBER 15, 2022

The partnership stems from an initiative with an electronics multinational to deploy virtual sales agents on retail locations, instantly connecting customers to representatives via AI-based visual engagement. NeuraFlash and TechSee together can tailor these solutions based on a brand’s business objectives. BOSTON , Sept.

Engagement 109

Engagement Contact Center Retail 2022 109

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. How call center automation will redefine agents’ careers. Post-call analysis also benefits from AI.

Call Center 124

Call Center Virtual Agent Contact Center Technology 124

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. Automate customer service to prevent burnout. Customer service automation is becoming the need of the hour. Benefits . Benefits .

Call Center 126

Call Center Technology Customers Engagement 126

Magellan Solutions

OCTOBER 26, 2023

Picture this: You have a successful business with a growing customer base who patronize your products and services. As much as you want to accommodate them all, you’re overwhelmed and don’t have the time, resources, or expertise to deliver excellent customer service. What can you do?

Call Center 52

Call Center Social Media Healthcare Technology 52

TechSee

MARCH 1, 2021

The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level. When he’s not to profit centers. When he’s not to profit centers. And like most things today, the best way to achieve this is through technology.

Sales 124

Sales Technology Customer Service Contact Center 124

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Improving Contact Center Culture.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Magellan Solutions

FEBRUARY 14, 2024

In recent years, the US healthcare industry has significantly increased its reliance on healthcare call center outsourcing companies to enhance patient care and operational efficiency. Healthcare organizations can hand off their growing call center needs and redirect resources toward core clinical care. This raises satisfaction.

Call Center 98

Call Center Healthcare Hospitality Insurance 98

Solvvy

JULY 13, 2022

Your customers expect–and demand–prompt, personalized service. As companies strive to make the customer experience more personal and empathetic, could the answer be customer service automation? Customer service automation can help you overcome other customer support challenges.

Customer Service 90

Customer Service Multi-Channel Customers Interaction 90

ProProfs Chat

DECEMBER 22, 2020

In the 70s and 80s, call centers were treated as a sales tool by large enterprises where agents would call up the consumer to sell a product. This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. Challenges Faced by Contact Centers.

Contact Center 86

Contact Center Call Center Connections Customer Satisfaction 86

Kustomer

NOVEMBER 3, 2021

Customer service knowledge base technology resides at the center of facilitating the kind of optimal service consumers now desire. What Is a Knowledge Base? Knowledge bases have become increasingly critical to the virtual customer service space and to the overall success of a brand.

Document 98

Document Consumers Brands Information 98

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?

Contact Center 52

Contact Center Call Center Customer Satisfaction Exceptional Customer Service 52

Talkdesk

MAY 12, 2020

Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Save valuable time, money and effort by investing in agile tools that prepare contact center agents to meet the increasing expectations of your customers.

Contact Center 119

Contact Center Call Center Interaction Connections 119

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Redefining Contact Center Agents’ Careers. Post-call analysis also benefits from AI. Specialization.

Virtual Agent 109

Virtual Agent Contact Center Call Center 2020 109

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Measurement Call Center Average Handle Time 74

Magellan Solutions

JULY 21, 2023

Companies are becoming mindful of the potential of outsourcing services for small businesses in 2023. It will help them reach new levels of success. The market size for outsourcing services is witnessing significant growth. It will include insights on outsourcing services tailored to small businesses.

2023 94

2023 Healthcare Innovation Technology 94

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Contact Center Webinar 2021 98

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. BPOs not only help you win customers, but they are a proven method of generating revenue as well.

Customer Experience 64

Customer Experience Multi-Channel Call Center Omnichannel 64

Comm100

MARCH 20, 2024

In the United States, a Pew Research Center study revealed that only 24% of Americans expressed trust in the government to do what is right “just about always” or “most of the time” – a stark decline from the past decades. This in turn helps to build public trust in government, as shown by Global Affairs Canada.

Government 75

Government Communication Social Media 2022 75

Magellan Solutions

NOVEMBER 15, 2023

Have you ever thought about how a business would thrive without customer service ? However, as a business owner, are you willing to give up this crucial aspect, especially since studies show that around 54% of your customers may stop doing business due to poor customer service? Keep reading!

Call Center 52

Call Center Poor Customer Service Social Media Contact Center 52