Call Centre Software Blog

Your go-to for the latest customer experience news and weekly call centre tips.

Blog
Shelby Bozekowski

Boost Customer Experience by Utilizing Service KPI Insights

You’re sitting at home enjoying your favorite TV show when, all of a sudden, the power goes out. You want immediate information on the outage, so you decide to call your energy provider, and then you get stuck in a long-winded IVR that goes something like: “Welcome to Energy Oasis. For account changes, press 1. For service requests, press 2….”.

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Blog
Andrew Huang

Best Practices in Social Media Customer Care

You’re sitting at home enjoying your favorite TV show when, all of a sudden, the power goes out. You want immediate information on the outage, so you decide to call your energy provider, and then you get stuck in a long-winded IVR that goes something like: “Welcome to Energy Oasis. For account changes, press 1. For service requests, press 2….”.

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Blog
Shelby Bozekowski

A Seamless Way to Do Self-Service: Conversational IVR

You’re sitting at home enjoying your favorite TV show when, all of a sudden, the power goes out. You want immediate information on the outage, so you decide to call your energy provider, and then you get stuck in a long-winded IVR that goes something like: “Welcome to Energy Oasis. For account changes, press 1. For service requests, press 2….”.

Read More »
Blog
Shelby Bozekowski

Best Practices in Chat Customer Care

So, what’s the secret to delivering exceptional live chat support? Signs.com is leading the way, and their stellar work earned them the recognition from industry leaders and analysts.

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Blog
Shelby Bozekowski

Self-Service and Automation Customer Care Best Practices

Everyone’s talking about self-service automation, it seems. Of course, no one likes to talk about the amount of work that goes into automation. The more sophisticated and complex the system(s) undergoing automation, the more care and effort needs to be put into it to make it all work right.

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Blog
Shelby Bozekowski

Think Email Customer Service is Dead? Think Again

Channels like messenger apps, social media, SMS texting, and advanced self-service are creating quite a buzz in the contact center industry these days, but now’s not the time to forget email. It’s time to make it better.

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Blog
Shelby Bozekowski

Grow Your BPO With Cloud-based Omnichannel Part 2

I wrote part one of this two part BPO blog series explaining the necessity of offering omnichannel customer communications and adapting to mobile channels. Fifteen years ago the average consumer typically used two touch points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch points with nearly 50% regularly using more than four. The blog made it clear that there’s a high demand for the omnichannel experience from both your clients and their customers.

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Grow your BPO
Blog
Shelby Bozekowski

Grow Your BPO With Cloud-based Omnichannel

Overall customer satisfaction is the No. 1 way brands can set themselves apart from their competition. And a key component of this is how they communicate with their customers and deliver exceptional customer service in the channels of their choice.

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