Posts Tagged "chat"

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The Subtle Differences Between Good and Bad Customer Service

Share this article: I recently spent some time with some of our star colleagues who consistently earn high customer satisfaction marks from customers. As I shadowed chat support conversations I was struck with the realization that the differences between great...
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4 Myths About Chat Support. AI to the Rescue?

Share this article: This article was originally published on CustomerThink on February 13, 2018. Click here to read the original. A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost...
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5 Tips for Adding a New Service Channel

Share this article: I have to admit; it’s awfully cool to work at FCR, a company where we observe the support channel mix for dozens of different companies. As an outsourcer, about 60% of our support volume is still phone, with...
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A Survey of Chat Support Best Practices

Share this article: While telephone is still the king when it comes to support channels, it’s slowly but surely losing ground as the millennial generation flocks to text-based customer service. Chat support isn’t new to the party but continues to...
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3 Ways to Get the Most Out of Chat Support

Share this article:   I recently attended a webinar hosted by CRMXchange titled The Four Fundamentals of Chat: Don’t just turn it on, extract the maximum value out of this channel. In it, Reagan Miller of [24]7 Customer, Inc shared...
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You, Machines, and the Future of Customer Service

Share this article: As Bob Dylan once said, or sung, “The times they are a changin’”. This most certainly applies to customer service and the way companies deliver it. While phone has been the predominant channel for supporting customers, other...
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FCR Assists Crucial To Win LiveHelpNow Customer Service Challenge

Media Contact: Joe Goedereis Social Media & Marketing Manager FCR 541.673.2495 joe.goedereis@gofcr.com www.gofcr.com FOR IMMEDIATE RELEASE ROSEBURG, OR – May 12, 2016 FCR, the premier provider of outsourced live agent call center and business process solutions, announced today that it…

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30 Commonly Misused Idioms

Share this article: Guest Post By Cassandra Corwin | Program Manager | FCR Have you ever made a snap judgment regarding a person’s education after hearing them misuse a common idiom or mispronounce a word? Don’t be too harsh. Statistics...
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