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The secret to Live-chat success

[fa icon="calendar'] Mar 4, 2014 8:04:37 AM / by Briana Songer posted in Contact Center, Agents, call centers, Teletrabajo, training

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Live-Chat technology is something that has grown in popularity over the past few years.
This makes sense for many reasons. For the customer, an online chat system provides immediate access and less time waiting than a call center. They can multi-task ask well. Studies have shown that customers are more likely to return to a website that offers this type of communication.

For the company, the benefits mean slashing phone costs, letting their employees spend less time on the phone, and more time to attend to other tasks at the same time.

If customers are recieving better and quicker service, it means higher satisfaction scores. Engaging customers with online chats can drive sales if it means that customers can have the option to be walked through a sale if they have questions.

So, sure, the technology has huge benefits for a company. However, it's another matter entirely making chat the integration process a success in your business.

Software Advice's customer service blog, Customer Service Inestigator, investigated success stories from Live-Chat training. In this case, Dell came up as a great example, a company that launched its training program seven years ago. Two customer service team executives - Manish Chhabra and Monte Tomasino provided those ''secrets''. Read on to see what they were.

Live-Chat technology is something that has grown in popularity over the past few years.

This makes sense for many reasons. For the customer, an online chat system provides immediate access and less time waiting than a call center. They can multi-task ask well. Studies have shown that customers are more likely to return to a website that offers this type of communication.

For the company, the benefits mean slashing phone costs, letting their employees spend less time on the phone, and more time to attend to other tasks at the same time.

If customers are recieving better and quicker service, it means higher satisfaction scores. Engaging customers with online chats can drive sales if it means that customers can have the option to be walked through a sale if they have questions.

So, sure, the technology has huge benefits for a company. However, it's another matter entirely making chat the integration process a success in your business.

Customer Service Investigator, a software advice column, investigated success stories from Live-Chat training. In this case, Dell came up as a great example, a company that launched its training program seven years ago. Two customer service team executives - Manish Chhabra and Monte Tomasino provided those ''secrets''. Read on to see what they were.

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Adriana Molano from Colombia Digital: From ''Call centers'' to ''Web Centers''

[fa icon="calendar'] Nov 7, 2013 5:44:37 AM / by Briana Songer posted in Contact Center, Agents, call centers, Teletrabajo

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Adriana Molano, a journalist with extensive experience in digital trend analysis and social transformation from new technologies, shared with PlayVox her view about the actual state she has found in the relation between technology and people in Latin America.

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(Español) Adriana Molano de Colombia Digital: De "Call centers" a "Web Centers"

[fa icon="calendar'] Oct 21, 2013 11:11:59 AM / by Oscar Giraldo posted in Contact Center, Talento Humano, call centers, Teletrabajo, arcaris

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Adriana Molano, comunicadora social con amplia experiencia en el análisis de tendencias digitales y transformación social a partir de las nuevas tecnologías, compartió con PlayVox su mirada acerca del estado actual en que se encuentra la relación entre la tecnología y las personas en Latinoamérica.

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(Español) 10 formas de potenciar la confianza de los agentes de Call Center

[fa icon="calendar'] Aug 8, 2013 4:08:35 PM / by Oscar Giraldo posted in Contact Center, Agents, Talento Humano, Coaching, gamification, call centers, PlayVox, tips, Teletrabajo, arcaris, training

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Hay cosas que suceden dentro de un Call Center que no se pueden prever. Los cambios repentinos significan que los agentes deben tomar decisiones de juicio inmediato. Lo importante es que se sientan cómodos y seguros para hacerlo. Hay que saber reconocer que los agentes son, de hecho, capaces de tomar sus propias decisiones en base a la gran cantidad de información que recaudan de la interacción con los clientes.

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Call Centers, don't be afraid of Work-at-Home programs

[fa icon="calendar'] May 28, 2013 12:06:35 PM / by Briana Songer posted in Contact Center, Agents, call centers, tips, Teletrabajo, training

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Work from home programs have become an appealing option for call center agents. Even with the benefits, there are several challenges that call centers must work through that cause some hesitation or rejection. Yet, these problems are not impossible to overcome when making managing or making the transition.

Work from home programs have become an appealing option for call center agents. Even with the benefits, there are several challenges that call centers must work through that cause some hesitation or rejection. Yet, these problems are not impossible to overcome when making managing or making the transition.

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Is it time to end Telecommuting?

[fa icon="calendar'] Apr 16, 2013 11:05:39 AM / by Briana Songer posted in tips, Teletrabajo

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After Marissa Mayer, the CEO of Yahoo shut down the telecommuting program, it sparked a lot of debate within the business community as well as outrage from parents, saying that Marissa (a new mom) was out of touch with families that depend on this type of work.
Her actions have prompted discussion about telecommuting since, well, telecommuting is supposed to be a good thing right? Well, there are 2 sides to this argument, what are they?

After Marissa Mayer, the CEO of Yahoo shut down the telecommuting program, it sparked a lot of debate within the business community as well as outrage from parents, saying that Marissa (a new mom) was out of touch with families that depend on this type of work. Her actions have prompted discussion about telecommuting since, well, telecommuting is supposed to be a good thing right? Well, there are 2 sides to this argument, what are they?

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Tips on training work-at-home agents

[fa icon="calendar'] Feb 19, 2013 7:54:20 AM / by Briana Songer posted in supervisor, Agents, call centers, tips, Teletrabajo, training

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Agents who work from home present different benefits and challenges for call centers. Workers who are physically in the call center have the opportunity to learn from walking around the center or listening in on a neighbor. Remote agents can miss out on this opportunity and experience.

Agents who work from home present different benefits and challenges for call centers. Workers who are physically in the call center have the opportunity to learn from walking around the center or listening in on a neighbor. Remote agents can miss out on this opportunity and experience.

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Call Center: Telework, how to belong without appearing

[fa icon="calendar'] Dec 27, 2012 3:05:50 AM / by Briana Songer posted in Contact Center, Agents, Teletrabajo

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''Good morning'' would be the first thing that is said as soon as arriving to work. ''Let's get a coffee?'', ''Can you help me with this issue?'' , ''Today we can have lunch together''...these are the common phrases that can be heard any day in the office. They are phrases that unite and help people feel part of the community.

But what happens when employees don't have this option, when they work remotely?

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Call Center: Teletrabajo, cómo pertenecer sin aparecer

[fa icon="calendar'] Nov 14, 2012 2:05:14 PM / by Oscar Giraldo posted in Contact Center, Talento Humano, call centers, tips, Teletrabajo

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“Buenos días” vendría a ser lo primero que se dice al llegar al puesto de trabajo. “Vamos por un café?”, “me ayudas con este tema?”, “hoy podemos almorzar juntos”...frases que suelen escucharse en un día cualquiera dentro de una oficina. Frases que unen y hacen que las personas se sientan parte de una comunidad.

Pero qué pasa cuando los empleados no tienen esa opción, cuando la forma de trabajar es remota.

Hoy en día son muchas las empresas que optan por la modalidad del teletrabajo para sus Call Centers. Para estas los beneficios son varios ya que al administrar mejor el tiempo y los recursos da como resultado un aumento de las ganancias.

“Buenos días” vendría a ser lo primero que se dice al llegar al puesto de trabajo. “Vamos por un café?”, “me ayudas con este tema?”, “hoy podemos almorzar juntos”...frases que suelen escucharse en un día cualquiera dentro de una oficina. Frases que unen y hacen que las personas se sientan parte de una comunidad.

Pero qué pasa cuando los empleados no tienen esa opción, cuando la forma de trabajar es remota.

Hoy en día son muchas las empresas que optan por la modalidad del teletrabajo para sus Call Centers. Para estas los beneficios son varios ya que al administrar mejor el tiempo y los recursos da como resultado un aumento de las ganancias.

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