Pre-internet customer support consisted of in-person help at a retail store to return an item, get product help or speak to a salesperson about a potential purchase. Call centers, originally known as private automated business exchanges, were created in the 1960s. Interactive voice response (IVR) was invented In the early 1980s and continues to be used today. Customer support in the mid-to-late 20th century had two main channels: a phone call or talking to someone in a store.
Source: https://blog.ujet.co/why-you-should-use-text-as-a-support-channel
Publish Date: April 4, 2019 |
| 2.) |  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.) |  Call Centers Contact Centers Admin Training Supervisor Training |
| 6.) |  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) |
| 8.) |  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) |
| Millennials and Generation Z are Reshaping Customer Support | September 19, 2019 |
| There Isn't an One-Size-Fits-All Customer Support Platform | August 26, 2019 |
| Mobile-focused Customer Support: Why It’s Important and Where to Begin | August 7, 2019 |
| What is Contact Center as a Service (CCaaS)? | July 23, 2019 |
| Intelligent Automation, Mobile, and Customer Support for Millennials and Generation Z | July 16, 2019 |
| The pros and cons of remote customer support | July 11, 2019 |
| Moving from chatbots to Automated Agents | June 20, 2019 |
| What is Rich Communication Services (RCS) | June 4, 2019 |
| Improve IVR to create a better customer experience | May 14, 2019 |
| Why you should use text as a support channel | April 4, 2019 |
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