NICE inContact

OCTOBER 5, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Telecommunications 185

Telecommunications Policies Customer Service Representative Financial 185

Comm100

MARCH 23, 2020

There is no need to panic though, nor begin hiring huge numbers of customer service representatives. Comm100’s Live Chat platform is set up to deal with the peaks and troughs that come with customer support and help you keep your operational costs to a minimum (and yes, your agents can use it remotely!). . Download Now.

How To 161

How To eBook Knowledge Base Chatbots 161

Comm100

JANUARY 11, 2018

The customer service representative was knowledgeable and well trained. The customer service representative understood my issue. The customer service representative was courteous and polite. Free Download] Improve Your Customer Experience: An Action Plan for CX Success.

Call Center 116

Call Center Customer Satisfaction Survey Customer Service Representative 116

Comm100

NOVEMBER 2, 2017

Ultimately, by creating a dialogue with customers, the customer satisfaction survey can lead to a better customer experience in the future, and can actually increase customer loyalty and brand engagement. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service.

Customer Satisfaction 199

Customer Satisfaction Survey Feedback Tips 199

Comm100

MARCH 23, 2020

There is no need to panic though, nor begin hiring huge numbers of customer service representatives. Comm100’s Live Chat platform is set up to deal with the peaks and troughs that come with customer support and help you keep your operational costs to a minimum (and yes, your agents can use it remotely!). Download Now.

How To 140

How To eBook Knowledge Base Chatbots 140

TechSee

APRIL 1, 2024

Better Customer Service, Anywhere with the new Mobile SDK The new TechSee Live Mobile SDK streamlines live visual assistance sessions between customer service representatives and customers facing issues.

Self Service 124

Self Service Customer Service Representative Contact Center Customer Satisfaction 124

Vonage

JANUARY 6, 2016

How can you provide Instant Gratification for the customer? There are many ways: Ensure that all calls to technical support are answered by a customer service representative within 10 seconds. Provide answers to customer questions on Twitter in less than five minutes. They erode confidence.

Customer Journeys 120

Customer Journeys Customer Service Infographics Customer Service Representative 120

Comm100

AUGUST 24, 2016

Everyone who interfaces with customers should be able to resolve customer issues without automatically shunting them off to a different department. It’s important that customer service representatives understand the full sales life cycle and how clients interact with it. Download Now.

Customer Service 120

Customer Service Social Media Customer Service Representative Multi-Channel 120

TechSee

APRIL 1, 2024

Better Customer Service, Anywhere with the new Mobile SDK The new TechSee Live Mobile SDK streamlines live visual assistance sessions between customer service representatives and customers facing issues.

Self Service 109

Self Service Customer Service Representative Contact Center Customer Satisfaction 109

Kayako

JULY 28, 2016

Additionally, these assessments allow customer service managers and VPs to see whether a candidate would be a fit in the office culture, depending on how they address problems and answer questions. Hire for Excellence every time, download our Essential Guide to Hiring Customer Support Excellence.

Customer Service 120

Customer Service Exercises Customer Service Representative Culture 120

SuiteCX

MARCH 2, 2015

About to bang my head on the wall to the beat of the hold music after 10 more minutes, another person comes on to say – you guessed it – I need to go online to download an obscure form, fill it in and fax it (who faxes anymore?) or scan and email it. BTW it will take 10 working days to process, so I will likely be billed in the meantime.

Customer Journeys 140

Customer Journeys CRM Sports Customer Service Representative 140

TechSee

MARCH 7, 2022

The role of technology is more important than ever in improving customer service and operational efficiencies. Let’s dive into the nuts and bolts of customer self-service and see how it can impact and benefit your business. . Download our eBook: What Self Service Will Look Like in 2025 .

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Beyond Philosophy

MARCH 8, 2017

In Florida, we are having problems with our service, so I called customer care. The Brighthouse/Spectrum customer service representative told me an engineer was scheduled to see me the next day. Download our whitepaper, The 7 Key Ingredients of a Successful Customer Experience Program in Telecoms , and find out!

Customer Experience 124

Customer Experience Customer Centricity Poor Customer Service Consulting 124

Kayako

APRIL 28, 2016

This workflow can be followed by any customer service representative handling live chats, representing any type of organization. Download a printable version of the workflow, or read on for the step-by-step guidelines to live chat. Step 1 : Be quick to accept the chat. Don’t want to bookmark this page?

Customer Experience 120

Customer Experience Self Service Knowledge Base Customers 120

AWS Machine Learning

SEPTEMBER 29, 2022

The solution discussed in this post enables customers to interact with a voice bot backed by a curated knowledge base in a natural and conversational manner. Customers can get answers without having to wait for a human customer service representative, thereby improving resolution time and customer satisfaction.

Virtual Agent 84

Virtual Agent Call Flow Self Service Contact Center 84

Comm100

NOVEMBER 11, 2015

After you’ve learned your customers’ needs, you need to retain their trust by making offers that are personally relevant. It’s really irritating to realize a customer service representative isn’t listening at all , so avoid spacing out at all costs. Free Download] Live Chat Scripts to Make Stellar Agents.

Sales 100

Sales Apparel B2C Customer Service Representative 100

Vonage

SEPTEMBER 25, 2015

We’ve seen an average increase in sales of 68% YoY since 2013, and have be en able to support this growth with just one new full-time and one part-time customer service representative. Both Salesforce and NewVoiceMedia will be part of how we deliver these solutions to our customers.

Customer Service 120

Customer Service Net Promoter Score Competitive Advantage Case Study 120

Comm100

JANUARY 5, 2017

Customer Service Representative. This is so that we can make sure that all our customers receive their prints in a timely manner. Elise: I may have a solution for you: if you are interested in finding a third-party photo editor, you can choose the option of buying a digital download of your photo for $29.99.

Policies 124

Policies Guidelines Social Media Exercises 124

InMoment XI

MAY 30, 2024

Download Report Types of Text Analysis Software There are various types of text analytics software, each with its unique strengths. Customer Service Teams Customer service representatives are responsible for managing customer inquiries, resolving issues, and ensuring customer satisfaction.

Analysis 195

Analysis Software Self Service Social Media 195

Comm100

AUGUST 11, 2016

Understand the customer’s experience. Where is your customer from? Have customer service representatives disappointed him in the past? Let the customer know that even if you can’t give him exactly what he requests, he still has authority in the matter. Download Now. How old is he?

Customer Service 100

Customer Service Multi-Channel e-support Customer Service Representative 100

Kustomer

MARCH 14, 2022

Live chat allows customers to effortlessly communicate with customer service representatives in real time, without having to leave the platform they are already doing business on. And chat does a great job of delivering this effortless quality customer service experience. Download the report here.

Consumers 92

Consumers Self Service Chatbots e-support 92

Comm100

APRIL 8, 2016

For example, in 2013 Amazon released a video-based support feature on the Kindle Fire HD called Mayday Customers were suddenly able to speak to customer service representatives via live chat instantly to help them with their issues. Well-trained operators mean better customer satisfaction. Download Free.

Customer Service 124

Customer Service Social Media Call Center Multi-Channel 124

Comm100

SEPTEMBER 20, 2018

With advances in technology – particularly in AI – chatbots have become more efficient in understanding and predicting customer demands, making it easier to use chatbots as customer service representatives. Free Download] The Guide to Becoming a Top Performing Live Chat Agent. Download Free.

Technology 112

Technology How To Chatbots Self Service 112

Kayako

SEPTEMBER 22, 2015

article on JetBlue , a company that built their brand around customer satisfaction, described exceptionally well why you should see customer support as such a valuable role in your company: “Having talented customer service representatives elevates your brand and supports the most powerful form of marketing: word of mouth.”.

How To 120

How To Customer Service Representative Customers System 120

Comm100

SEPTEMBER 20, 2018

With advances in technology – particularly in AI – chatbots have become more efficient in understanding and predicting customer demands, making it easier to use chatbots as customer service representatives. Free Download] The Guide to Becoming a Top Performing Live Chat Agent. Download Free.

Technology 108

Technology How To Chatbots Self Service 108

AWS Machine Learning

JULY 3, 2024

Customer support for an ecommerce platform — This allows customer service representatives to access order histories, customer queries, and product details. Guardrails can block sensitive customer data (like names, emails, or addresses) from being exposed in responses. Each medical record is a Word document.

Knowledge Base 128

Knowledge Base Policies Ecommerce Comparison 128

Comm100

NOVEMBER 15, 2017

This means for the average contact center, 52% of total calls handled by customer service representatives are for customers who are calling 2 or more times to resolve their call.”. First contact resolution is of great significance to customer satisfaction.To Download Free. Download Free.

How To 135

How To First Call Resolution Social Media Contact Center 135

Comm100

JUNE 13, 2018

Consider hiring seasonal customer service agents to help your e-commerce business meet the holiday boom. This could include in-house customer service representatives, or remote live chat agents. Free Download] Ultimate Guide to Building a Live Chat Dream Team. Download Now.

Tips 168

Tips Self Service e-support Social Media 168

Comm100

JANUARY 19, 2017

I am also going to personally make sure that all of our customer service representatives are aware of the proper procedure for transferring calls, and that they ask for a call-back number at the very beginning of the call just in case the call drops. Customer Service Representative. Sincerely, Janis L.

Examples 100

Examples Customer Service Representative Customers Customer Service 100

Optimove

AUGUST 5, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Navigating thousands of concurrent customer journeys in marketing is like managing a thousand flights at once and more. Thanks to AI, marketers can now do it all by themselves. This adaptability makes them position-less in select circumstances.

Customer Journeys 59

Customer Journeys Marketing Touchpoint Social Media 59

Comm100

OCTOBER 27, 2016

Regardless of where your company is located, your customers will likely bring a unique perspective or understanding of what customer service should be, depending on their country of origin. In some countries, for example, the customer is always right. Free Download] Live Chat Scripts to Make Stellar Agents.

Customer Expectations 100

Customer Expectations Tips Management Policies 100

Comm100

JUNE 16, 2016

Disney has to handle over 135 million customers in their parks each year, so customer service isn’t something they take lightly. The technique Disney has developed to train customer service representatives on angry customers is called HEARD: Hear: Listen to the customer’s entire story.

Customer Service Training 100

Customer Service Training Training Customer Service Groups 100

Comm100

APRIL 25, 2018

This step requires you to empower your sales team and customer service representatives to be proactive. During interactions with the customers, educate them on products, promotions, and policies. Free Download] Improve Your Customer Experience: An Action Plan for CX Success. Download Now.

Self Service 104

Self Service Company How To Effort Score 104

Playvox

FEBRUARY 29, 2024

Bots have enabled sales and marketing teams to let potential customers learn about a company’s business or service without having to directly interact with a live person. By providing material that relates to information that a prospect has downloaded in the past, a bot can help further the customer buying cycle.

Customer Service 79

Customer Service Contact Center Chatbots Call Center 79

C3Centricity

OCTOBER 8, 2017

A study by Oracle revealed that what people want most is detailed and visual product information (37%), better search capabilities (29%), and easier access to a customer service representative via live help options such as click-to-call or live chat (20%). Download our brochure for more information.

Marketing 120

Marketing Social Media Loyalty Brands 120

Service Untitled

AUGUST 5, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Working on customer service skills Cheryl August 05, 2010 Customer Service Experience , Hiring & Training , Little Things, Big Differences No Comments When a customer service representative delivers great customer service, there is less stress and less hassle.

Customer Service Representative 41

Customer Service Representative Customer Service Banking Exercises 41

Clarabridge

APRIL 11, 2017

45% of consumers believe that customer service representatives do not have enough background information on their situation to provide them with the help they’re seeking. Not only do these alternative channels save companies dollars, but they also allow for more meaningful interactions on the customer’s platform of choice.

Contact Center 77

Contact Center Call Center Call Center Experience Social Media 77