5 Main Reasons Why You Should Use Decision Trees For Support Agents
Knowmax
MARCH 2, 2023
The post 5 Main Reasons Why You Should Use Decision Trees For Support Agents appeared first on Knowmax.
support-for-agents 
Providing better support for contact centre agents
MyCustomer Experience
OCTOBER 4, 2022
The world is facing a complex mix of macro-economic challenges from the aftermath of the pandemic to the threat of a global recession. 3rd Nov 2022. By Judith Schuder.
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Contactless support for field service agents using knowledge management
Knowmax
MARCH 25, 2021
Contactless support for field service agents using knowledge management.
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Synchronous vs. Asynchronous Support Channels: Which is Better for Agents and Customers?
Customer Service Life
OCTOBER 29, 2018
I’ve found the topic of support channel mix to be an interesting study in organizations. In a recent conversation with the folks over at Intercom , a provider of customer messaging software, I learned a new way of categorizing support channels – synchronous and asynchronous. Click here to read the original post.
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Knowledge base for support agents: Helps you increase CSAT by 60%
Knowmax
JULY 15, 2021
Knowledge base for support agents: Helps you increase CSAT by 60%.
Zendesk + Ultimate: Setting a new standard of service with AI agents
Zendesk
MARCH 13, 2024
In this new era of AI-powered CX, AI agents can push beyond traditional bot capabilities to help brands transform service into a competitive advantage. Together, Zendesk and Ultimate will offer companies the flexibility and control to resolve issues their way–be it fully autonomous AI agents, workflow automation, or human touch.
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How to help contact center agents avoid burnout
Inside Customer Service
MARCH 2, 2023
A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. Agent burnout can lead to: Poor customer service Chronic absenteeism Turnover The survey investigated what factors made agents more at risk of burning out, and what factors made them more resilient.
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Zendesk completes acquisition of Klaus
Zendesk
FEBRUARY 12, 2024
It won’t tell you where there are gaps in your service, or where there are opportunities for coaching and additional training for your support teams,” said Adrian McDermott, chief technology officer, Zendesk. Workforce engagement management is key to not only meeting, but exceeding customer expectations.
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The Ticket: Exploring customer service career paths in the age of AI
Intercom
MAY 1, 2024
The impact of AI on customer service is the latest example of new tech leading to rapid change – support roles and career paths are being completely reshaped. And unless support agents wanted to move into management or QA positions, career progression opportunities were somewhat limited. This is just the beginning.
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Introducing Fin AI Copilot: Increase agent efficiency by 31%
Intercom
APRIL 10, 2024
When we launched our groundbreaking Fin AI Agent last year, it set the standard for generative AI customer service experiences – it has already helped customers with more than 8 million queries and resolves up to 80% of conversations instantly. With Fin AI Copilot, those fragmented searches and inefficiencies will disappear.
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Improving Team Efficiency: The Power of Simplified Ticket Management
TeamSupport
APRIL 24, 2024
Businesses today cannot afford to lag in response times or fumble with clunky support processes. Enter TeamSupport: a game-changing support ticket system that is revolutionizing the way support agents interact with customers, emphasizing ease of use, personalized support, and operational efficiency.
Gaming 52
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How AI-Driven Hyperautomation Can Enhance Business Efficiency in the Contact Center
Execs In The Know
FEBRUARY 21, 2024
A Poster Child: Customer Support Customer Support is a great example of a people-intensive enterprise process that could benefit from AI-driven hyperautomation. The Customer Support/Service world changed 18 months ago with the advent of GenAI. The ones that still require an agent! It’s the same for enterprise automation.
How to Improve Agent Productivity – Work Smarter, not Harder
Comm100
APRIL 22, 2024
The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. Understanding the challenges Agents commonly face a multitude of challenges that can impede their performance.
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The Ticket: Moment of truth – Fin AI Copilot in practice
Intercom
APRIL 18, 2024
Last week, we announced our latest breakthrough innovation: Fin AI Copilot , a personal AI assistant for every support agent. It represents a huge leap forward in the customer service space and will completely change the way support teams work. But what does that change look like in practice? It’s as easy as that.
AI 52
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There’s no going back – the new era of AI-first Customer Service has arrived
Intercom
APRIL 10, 2024
“Almost all customer questions, in all customer channels, will be excellently answered by an AI Agent” Customer service is one of the earliest areas to be fundamentally changed, because AI happens to be excellent at the things customer service people do today. AI Copilot first: Human agents experience AI first.
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Elevating Customer Support: Five Goals to Strive for in 2024
TeamSupport
DECEMBER 20, 2023
Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd. Needless to say, the stakes are high.
How to Optimize Customer Service With Omnichannel Support
TeamSupport
NOVEMBER 30, 2023
Your company’s reputation depends on excellent customer support. Developing a well-defined customer support plan that encompasses several channels to meet customers where they are is essential to any business. Current trends in customer support show that 79% of customer case submission is happening via digital channels.
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Predictive Customer Service: AI’s Role in Anticipating Needs
Comm100
APRIL 10, 2024
Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. Offers multilingual support. Delivers training and onboarding assistance to new customer service agents. Optimizes workflows to create a better, quicker service.
Our Top 6 Picks for Call Center Automation Software
Fonolo
FEBRUARY 14, 2023
Call center automation is the practice of using technology to tackle manual, time-consuming tasks on behalf of your agents. In short, automation is a great way to streamline your call center operation and alleviate the burden of manual taskwork from your agents. Automation can help you provide basic support without involving a human.
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Debunking Common Myths About Generative AI Chatbots: Enhancing Customer Satisfaction Through AI-Driven Support Automation
CommBox
DECEMBER 12, 2023
In the realm of customer service, the integration of Artificial Intelligence (AI) has become increasingly prevalent, with generative AI chatbots playing a pivotal role in providing efficient and streamlined human-like support. Misconception 3 : AI Chatbots Are Replacing Human Agents.
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Why Call Center Retention Matters
Fonolo
JANUARY 19, 2023
Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. Most call center agents are underpaid for their skillset and education, compared to the market.
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Best Practices for Growing Your Customer Support Team
TeamSupport
NOVEMBER 15, 2023
These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Companies need to know what their staffing needs are at any given time or season to effectively manage support demand.
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The 5 Essential Behaviors Before Concluding Customer Interactions
Customer Service Life
OCTOBER 28, 2023
A few observations about requiring agents to ask and say specific things As I listened to customer interactions and even tried to incorporate this question into my own interactions, I noticed a few things: There are many interactions where you can sincerely ask the customer if there are other issues you can assist them with.
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The Power of AI in B2B Customer Support: Maximize Efficiency
TeamSupport
JULY 13, 2023
And the B2B customer support industry is no exception to this transformative force. In our realm, businesses are looking to use AI technology to improve their operations, provide exceptional service, and increase customer support efficiency. This feature saves valuable time for agents, allowing them to respond promptly and accurately.
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What I’ve discovered implementing an AI-driven customer service strategy
Intercom
FEBRUARY 6, 2024
As Intercom’s VP of Customer Support, I have had the opportunity over the last year to lead an AI-driven customer service strategy. It’s been one of the most fascinating and rewarding journeys of my career to date. Despite all of the great progress in that time, it still feels like the journey is just starting.
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Empowering Customers: The Value of Self-Service Support in Manufacturing
TeamSupport
APRIL 12, 2024
In manufacturing, effective customer support requires technology that spans geographical boundaries and provides a wealth of knowledge. Self-service support gives customers the ability to control their experience at their pace, while building a sense of confidence in the brand.
Customer Support Technology Gives Manufacturing Companies a Competitive Edge
TeamSupport
APRIL 23, 2024
Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. Understanding the Importance of Customer Support Customer satisfaction is a necessity for the longevity of a successful business. By providing timely assistance, agents can establish themselves as partners.
How to Elevate the Customer Experience with Conversational Commerce
Lumoa
JANUARY 15, 2024
Ultimately, the aim is to enhance the customer experience (CX), answer queries offer additional support, and guide them through their journey towards making a purchasing decision. It connects the customer with agents who can handle their queries (or connect them with someone who can). What’s the warranty?
Elevate Customer Support With Integrated Ticketing And Chat
TeamSupport
JULY 25, 2023
As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. Yet, a major challenge is the technology customer support agents use, which slows down productivity.
Zendesk Agents of Change program: Empowering communities with CX agent training
Zendesk
JANUARY 18, 2024
The Zendesk Agents of Change program partners with nonprofit organizations that offer workforce development training and upskilling services to historically marginalized or underrepresented adult communities. Agents of Change was launched in 2021 by the Zendesk Tech for Good team.
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The Advantages and Disadvantages of Live Chat Support
Comm100
MARCH 6, 2024
The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone.
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7 Highly Effective Call Center Improvement Strategies
Fonolo
DECEMBER 15, 2022
It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. These personas should reflect the types of individuals who most often reach out to your contact center for support. Call center leaders are always looking for ways to take their operations to the next level.
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Improving The Customer Support Agent Jira Experience
TeamSupport
JULY 20, 2023
Efficiently managing customer support workflows is vital for businesses aiming to deliver exceptional customer experiences. However, support teams often encounter difficulties when using Jira, the popular project management and issue tracking tool. Full visibility into issues and tickets is just a few clicks away.
Hawaii State FCU Improves Customer Service with Voice Call-Backs
Fonolo
FEBRUARY 7, 2023
Seeking a Solution for Call Volume Spikes Darryl-Lynn Dudoit, Hawaii State FCU’s Call Center Department Manager, oversees agents across the company’s phone and digital communications channels. A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution.
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The Impact of Generative AI Chatbots on Customer Satisfaction
CommBox
DECEMBER 14, 2023
These AI-powered conversational agents are reshaping the very fabric of how companies engage with their customers. The Need for Improved Customer Support In the era of immediate satisfaction, customers expect swift responses and efficient solutions to their queries.
The New Era of Customer Service: Merging Conversational AI and Generative AI to Elevate CX
CommBox
OCTOBER 18, 2023
These cutting-edge AI tools have become invaluable in enhancing customer experiences and streamlining operations, especially in customer service and support. Enhanced Technical Support Conversational AI can assist technical support teams by handling routine inquiries and tasks.
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The Crucial Role of Ticket Notes in Tech Support
Helpt
FEBRUARY 2, 2024
You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.
The Secret to Data-Driven Customer Support Success
TeamSupport
JULY 31, 2023
The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.
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Call Center Management: The Best Questions to Ask During a Performance Review
Fonolo
NOVEMBER 15, 2022
Agent performance directly impacts the caller’s experience. If your agents aren’t satisfied in their daily work, or they’re not doing their job properly, it can spell disaster down the road. And agents have a hand in how the interaction goes as well. The Executive Guide to Improving 6 Contact Center Metrics. DID YOU KNOW?
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How to Improve Contact Center Agent Retention
Execs In The Know
APRIL 9, 2024
Without skilled, dedicated and confident agents, the customer experience suffers, and poor retention can greatly impact a company’s bottom line. Why Agent Retention Matters The challenge of retaining top talent in a contact center environment is no small feat. Optimizing agent retention requires a strategic approach.
Innovate or Stagnate: Top 4 Customer Service Trends for 2024
Comm100
DECEMBER 12, 2023
We all know that the world of customer service and support is constantly on the move. It also reduced agent attrition and requests to speak to a manager by 25 percent.” – McKinsey & Co., It also reduced agent attrition and requests to speak to a manager by 25 percent.” – McKinsey & Co.,
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How to get started with AI in 5 simple steps
CommBox
JANUARY 18, 2024
To check if you are focusing on the right ones, determine if automating these use cases will impact the bottom line in the following ways: Support more volume Improve service level & customer experience Initiate a new service Increase cost savings The answer is often hidden in cost structures, budgets or roadmaps.
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CX4Now: What Influencers Say About Self-Service in the Contact Center
Fonolo
FEBRUARY 27, 2023
While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. Shai Berger, CEO of Fonolo, points out that self-serve used to be a tactic to deter customers from connecting with an agent. Watch the video or read on for the highlights!
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How Artificial Intelligence is Changing the Contact Center
Fonolo
JANUARY 12, 2023
For your agents? Improved agent experience . With an AI boost, predictive call routing can help personalize a customer’s experience by considering the customer’s call history, communication style, and even personality and matching them with an agent best suited to their needs. . All at once, the future is here. . IVR can: .
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