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LiveHelpNow - Contact Center and Help Desk Blog

Here you will find informative articles, how-tos and advice on a wide range of contact center and help desk-related topics. Stay abreast of the latest technology and trends impacting contact centers and help desks.

Live Chat is Dead: Long Live the Text!

09/29/2015       By: Natalya Bucuy

Yes, you read that correctly. LiveHelpNow, the chat software company is declaring that traditional chat for customer service is a thing of the past. Have you ever been on a website and needed to ask ...

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Should you outsource your customer service and sales teams?

09/28/2015       By: Natalya Bucuy

Customer service teams are notoriously major cost centers in any business. Between training people, paying their salaries, and spending countless hours solving customer problems- those numbers start t...

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Are Your Spelling Mistakes Costing You Customers?

12/23/2014       By: Natalya Bucuy

They say you only get one shot at a first impression. In the world of customer service, that first impression often comes in the form of text, and where there’s text- there’s massive spell...

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Managing Email Overload with Mass Ticket Actions

01/20/2014       By: Natalya Bucuy

How do you manage email overload when you receive hundreds or even thousands of customer inquiries on a daily basis? Until recently there’s been no easy answer to that question. You can divide ...

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Live Chat Queuing- Balance Agent Workload in Call Centers

09/27/2013       By: Natalya Bucuy

In the fast-paced environment of a modern call center, the efficient use of time is the key to both happy customers and satisfied management. 
Traditionally, live interactions between call center ag...

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Do I Really Need a Ticket System?

09/18/2013       By: Natalya Bucuy

Image courtesy of Stuart Miles / FreeDigitalPhotos.net How many times have you come in on a Monday morning, checked your email, and then instantly wanted to go crawl back in bed after seeing tons and ...

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How to turn idle help desk agents into productivity powerhouses

09/18/2012       By: Natalya Bucuy

Courtesy of FreeDigitalPhotos.net If you oversee a help center, you’ve likely noticed that unpredictable call volumes can leave you with the difficult task of managing periods of idle time. Inactive...

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Metrics That Matter: Assessing Your Helpdesk Solution

09/11/2012       By: Natalya Bucuy

Analytics are a manager’s best friend. By collecting massive amounts of customer data into neat reports, they allow management to identify problem areas and set concrete, quantifiable goals. But wit...

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How to Adapt Call Center Tactics to Chatting

08/09/2012       By: Natalya Bucuy

Courtesy of FreeDigitalPhotos.net “Time is money.” Ben Franklin coined this saying in the 1700s, and it’s especially true today for businesses looking to expand. So if you’re c...

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5 tips on motivating your help desk employees – Part 2

11/30/2011       By: Natalya Bucuy

This is part 2 of a two part series about motivating your help desk department. Part 1 is here. In the last blog post I talked about why a company needs to keep the morale of the customer service dep...

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