Hagai Shaham

Call Center Technologies to Boost Customer Satisfaction

According to Walker, a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according...

Customer Service Innovation — How Chatbots are Evolving

A year ago we've written an article about leading bot solutions in the market place, as we went to update and looked through the top bot solution of 2016 it became clear we had to address the changes in the chatbot echo system, next...

Support of Things Explained in 90 Seconds – Video

Technology is evolving faster than ever. At home, at the office, on the road, and pretty much everywhere else, the ever-increasing interconnectivity of devices and services is becoming an integral part of our everyday lives. Frost and Sullivan predict that by 2020, each person will...

Call Center Attrition Rate – The Problem, Symptoms and Cure

While turnover is at an all-time high in today’s general workplace, the average call center turnover statistics are downright dismal. In fact, according to the 2016 U.S. Contact Decision Makers’ Guide, the average annual turnover rate for agents in US contact centers is 29%,...

How Does Visual Support Works? – An Infographic

As consumer demand for smart home technology continues its steady rise, and as competition for the largest slice of the market’s USD 53 billion* pie grows fiercer, Amazon’s latest endeavors in smart home support indicate that customer service – specifically customer support – is...

10 Tips for Implementing Innovative Technology into Your Call Center

The pace of the tech evolution is picking up. If you keep on top of your latest tech solutions (whatever your industry) and are trying to figure out the right product for you, one of the main challenges you have to overcome is identifying...

Augmented Reality is Redefining Remote Technical Support

What used to be thought of as science fiction has come to fruition in today’s world thanks to the technological advancements of the last 25 years. Think about artificial intelligence, smart phones, touch screens - these can be found everywhere. While we enjoy all...

Improve Support – Reduce Costs. Help Desk Solutions that Affect Both Sides of the...

These days, customers expect nothing less than excellent customer service. If you can’t meet those expectations, customers will respond with their dollars and cents by taking their business elsewhere. To compete in today’s economy, not to mention have a chance to experience real growth,...

7 Must Have Qualities For Digital Era CC Manager

Globalization and technological innovation are fundamentally changing many different businesses, and the business of customer-support Call Centers is no exception. Call Centers are transforming, becoming digital cloud based operations while growing ever-more important within the business they serve. These changes affect Contact Centers budgets,...

Experts Share Their Top Choice for 2017 Contact Center Technology

Technology is reshaping our lives at a pace beyond anything we’ve previously experienced. New technologies are introduced every year and they are forming our reality in new and exciting ways. Customer Service is responsible for keeping those technologies working but, at the same time, it...

When IoT meets Technical Support

IoT is here, and growing in popularity. It hasn’t reach mass markets yet, but that is just a question of time--probably not much time. Business Insider estimates that the IoT will grow from around 10 billion devices connected now, to between 28 and 34...

First Call Resolution – The Key to Success and Failure

Fundamentally, First Call Resolution (FCR) means that a customer's support call is handled through resolution to the customer's satisfaction in their first interaction with the call center. While not all calls can be resolved this way - most should be, and the following should...

Support in the IoT age – A case study.

The demand for customer support is expected to significantly increase due to the technical complications of IoT. Working with large enterprises to improve their customer support, we’ve identified two main effects the IoT is having on support centers: 1. A rise in the sheer number…

First Call Resolution: Finding the Right Technology for Your Call Center

First call resolution is your most important KPI. Solving your customer's’ problems efficiently, and making sure they remain loyal customers has to be the defacto aim for Technical support. Average Handling Time, Abandon Rate, are important and need to be factored in when...

The Yin & Yang of Customer Service – How to Balance Empathy Vs. Productivity.

Good technical support is a constant struggle between maintaining empathy for your customers and running an efficient, productive, and  profitable business. After all, you have budgets to keep to, a limited technical support staff, and a lot of customers you have to help. You can’t...

Call Center Innovation – The Startups that Lead the Pack.

While mainstream tech trends follow in the footsteps of established and successful companies, it is often the small and innovative startups that drive change and introduce disruptive solutions. These are the companies that send an industry in new and exciting directions. We are on a...

Tech Support Persona – Secret Sauce to Service Extraordinaire

If there’s one area that can get your business ahead of the competition, it’s truly exceptional customer service. That’s no surprise — Tech support can be a painful experience for customers. If your brand can resolve issues quickly and effectively, customer support can deliver...

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