Customer support agents help customers resolve issues with the extra goal of building brand loyalty. Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed.
Source: https://blog.ujet.co/why-every-customer-support-call-should-include-csat-and-ces
Publish Date: March 28, 2019 |
| 8.) |  Virtual Phone Numbers (DID) and Business VoIP Phone Service Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed. DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from... (read more)   |
| 9.) |  Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice... (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 |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall