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How Technology is Changing Customer Service - PATLive - ContactCenterWorld.com Blog

How Technology is Changing Customer Service

Your clients’ expectations for customer service have shifted dramatically in the past decade. 

The internet and all that comes with it have allowed for more businesses to flourish despite geographical constraints (thus creating a buyer’s market) and made it easier for brands to offer superior customer service if they wanted to go the extra mile. 

As a result, customer service is now a defining factor in how users perceive your business, and it’s essential to your business’s success. More customers than ever are looking at customer service when deciding who they want to do business with, and it’s crucial for client retention. 

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

Technology has clearly allowed customer service to take center stage, but it’s still continually shifting what customer service looks like and what customers expect. In order to help you stay up to date on all the latest trends, let’s take a look at each one and how you can start implementing them today.

Real-Time Messaging is Replacing Delayed-Response Methods like Email 

You’re likely familiar with the experience of navigating to a new website and seeing a live chat box pop up within seconds, with a helpful AI bot asking how they can assist you. 

Live chat and other real-time messaging options are becoming increasingly popular, and are slowly edging out delayed-response messaging solutions like email or help desk systems. While these options do still have a place in customer service, make sure that you have the staff and tools you need to offer exceptional support through phone calls, live chat, social media messaging (including comments on public posts), and even texting. 

If you need help handling an influx of customer service requests, consider outsourcing where you can. PATLive, for example, can guarantee that every phone call to your business is answered in three rings or less so that no customer is waiting on hold and at risk for hanging up. There are also marketing agencies that specialize in social media engagement and community management, taking some of the burden off your team. 

AI Solutions Streamline Customer Service Efforts 

Remember those artificial intelligence (AI) chatbots we mentioned in the last section? They’re becoming more prominent in customer service, and that’s a huge asset to customers and businesses alike when they’re used correctly.

AI customer support like chatbots and smart help desk solutions are valuable to customers who want near-instant service. They can get the ball rolling for your staff, quickly answering common questions like “what’s your return policy” or “how much are your monthly subscriptions” in a few seconds or less. 

It’s important to note that all customer service shouldn’t be handled by AI. Instead, it should only be used to support your customer service team, quickly managing simple-but-common questions that could slow your team down so that they can handle more involved customer concerns that actually require one-on-one attention. 

Customer Service Can Now Be Improved Through Data Analysis 

There are now tools that you can use to derive data from your phone traffic, especially when you’re using virtual business numbers like Tresta’s

They’ll provide real-time call recordings and analytics to help you assess everything from which representatives take the most calls to what solutions may benefit you most. You can also see which individual marketing channels are driving the most phone calls to your company, easily assessing which platforms benefit you most. 

The more information you have about your call traffic, the more you can optimize the service you’re delivering. If you notice an increase in calls during the holidays or around product releases, for example, you may realize that you need to expand your team temporarily or hire more help through outsourcing during upcoming release periods. 

Self-Service Is Increasingly Important 

Instantaneous is the name of the game in customer support right now, especially since no one wants to wait for help when whatever they bought from you isn’t working correctly. 

Quick troubleshooting and fast answers available online instead of a basic “support desk” where someone only has the option to send an email and wait 24 hours is becoming more common. You can have an extensive support selection that’s a little like a massive FAQ, going over common issues and sharing answers, troubleshooting tips, and the next steps that you can take to resolve the issue.

Again, this offers instant connection and help to your customers in a convenient way, while still freeing up your own customer support team to handle other customer inquiries that require their direct attention. 

Representatives Can Use Improved CRM Tools to Offer More Personalized Service 

Customer relationship management tools are more advanced than ever before, making it easier for businesses to efficiently track each individual prospect, lead, and customer and their individual relationship with them. 

Your sales team and your customer support team can use these tools to better track what they know about each individual customer so that they can personalize customer service moving forward. This includes quickly reviewing the past concerns each customer had individually while on the phone with them, and what resolutions have or haven’t worked in the past. The ability to understand a customer’s past history with your business is essential to offering truly personalized service, which is the best type of service you can offer. 


Technology has made customer service a bigger deciding factor in who customers want to do business with while simultaneously making it possible for businesses to live up to these heightened expectations.

All businesses need to be putting customer support as one of their top priorities, just as they would prioritize the quality of their products or reliable shipping. Customers will take note if they’re getting less-than-ideal support, and they’ll immediately leave for one of your competitors instead. Make sure that you’re staying up to date with all the new technology and changes it’s causing to stay competitive and keep your customers happy.

Source: https://www.patlive.com/blog/technology-customer-service/

Publish Date: March 18, 2020


2022 Buyers Guide Training

 
1.) 
CharlottePurvis.com

Charlotte Purvis
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.

2.) 
CNCBA 4PS

4PS Contact Center Management certification; 4PS Registered Coordinator training
With five modules as the core, including Strategic, Planning, Personnel management, Process management, Platform(technology & environment) and Performance & data, and containing related and useful concepts & applications in other international standards (including ISO, CSP, SSE), 4PS Contact Center International Standard is compiled by 20 experts with their practical experience, including managers from Top 500 enterprises and large-scale global contact centers, and leaders from industry association.

4PS Contact Center International Standard authentication system is divided into 5 classes, i.e., L1 application-level, L2 application level,L3 application level, L4 profession-level and L5 ben...
(read more)

3.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

4.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

5.) 
First Impression Training Ltd

Bespoke customer service and sales training solutions for the UK call / contact centre industry.

Culture change programmes to help embed best practice service solutions

Blended learning solutions for hybrid and remote frontline teams

Vulnerable customer training solutions

Online learning for the most affordable way to supercharge your customer experience

6.) 
Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)

7.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.

8.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)

9.) 
Marketing Tactics Pty Ltd

7 Pillars For Creating Amazing Team Leaders
I help Call Center Owners, C Suite executives and Call Center Managers develop a proven, practical training program they can customize to their specific needs that creates amazing Team Leaders who turn under achievers into top performers that consistently hit (or even exceed) their targets and KPIs.

10.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.

11.) 
OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.

12.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

13.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge

14.) 
Service Quality Institute

Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.

15.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
 



View more from PATLive

Recent Blog Posts:
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How to Personalize Customer Service as a Small BusinessApril 29, 2020
9 Stress Management Tips for Business Owners & Team LeadersApril 21, 2020
Who’s Answering Your Phones During COVID-19?April 8, 2020
Small Business Tips: Guide to Working from HomeApril 1, 2020
How Technology is Changing Customer ServiceMarch 18, 2020
6 Simple Ways to Create a Lifetime Customer BaseFebruary 19, 2020

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