TeamSupport

JUNE 20, 2023

As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout. In this blog, we will explore the five best practices that customer support teams should implement to provide great customer experiences even in challenging times.

CX 97

CX Customer Satisfaction Customer Experience Customer Service 97

Callminer

DECEMBER 17, 2019

Better Agent Performance. When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. Cloud contact centers may be more reliable. Many call centers struggle to provide ideal tools to their agents.

Contact Center 207

Contact Center Finance AI Innovation 207

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where agents can work from anywhere in the world without being tied to one particular place. CCaaS is the acronym for Contact Center as a Service.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Logicalware

JULY 26, 2023

Artificial Intelligence (AI) has transformed contact centres, improving customer experiences and operational efficiency. In this blog post, we’ll delve into AI’s remarkable impact on contact centres and offer a glossary of essential AI terms used in the industry today.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Compliance Social Media AI 52

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. This shows how cloud contact center software is gaining in popularity every passing day.

Contact Center 98

Contact Center Finance Omnichannel Customer Relationship Management 98

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. These details allow for training reps and improving call center performance. The most sophisticated solutions offer multi-channel text and speech analytics. Ask reps if they like the software. “If

Contact Center 140

Contact Center VOC Social Media AI 140

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. The e-commerce contact center has been realized as one of the most powerful tools in this battle. The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success. trillion USD by 2026.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Fonolo

OCTOBER 18, 2017

A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Executive Report on Performance & Agents.

Contact Center 117

Contact Center Customer Satisfaction NPS Touchpoint 117

Hodusoft

NOVEMBER 27, 2022

Throughout this blog, we’ll discuss the fundamentals of telemarketing as well as some key factors that make telemarketing software an asset to your company. Outbound telemarketing When a business proactively contacts prospects through voice calls, it is known as Outbound Telemarketing. What is telemarketing software?

Sales 52

Sales CRM Omnichannel Social Media 52

Hodusoft

SEPTEMBER 7, 2022

The inbound contact center serves as the point of access for customers for queries, complaints, issues, and feedback. In this blog, we will unpack the fundamentals of inbound calling and disclose some proven ways to improve call center inbound calling strategies by leveraging tools like call center software.

Omnichannel 52

Omnichannel Social Media CRM Customer Satisfaction 52

MattsenKumar

SEPTEMBER 21, 2023

Today, when businesses rely on data-driven decisions, Speech Analytics increasingly positions itself as an indispensable tool. It transforms how the company interacts with its customers, delivers valuable insights, and improves CX. The blog post discusses how Speech Analytics is reshaping CX and why it is poised to be a future trend.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. billion in 2023 to USD 111.37

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Hodusoft

DECEMBER 21, 2023

In this blog, we delve into a field of banking and financial industry that has rapidly advanced with the use of advanced call center software solutions. FCR- Definition and Metrics The FCR is the gold standard that measures how well a service center addresses and resolves queries or issues raised by its customers as soon as they contact it.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

SurveySensum

SEPTEMBER 13, 2023

And in this blog, we will explore the top 10 manufacturing feedback tools that can redefine your interactions with clients. Identify quality issue s, evaluate supplier performance, and uncover operational inefficiencies. Let’s dive in together and explore the world of B2B manufacturing feedback tools. user/month 4.4 (5)

Manufacturing 52

Manufacturing B2B NPS Compliance 52

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. William Taylor. velvetjobs.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

CSAT.AI

AUGUST 12, 2021

Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. Having an appropriate number of agents per call volume for the necessary 1:1 resolutions also reduces abandon rate. Management software that tracks metrics over time, including Key Performance Indicators (KPI) , also reveals repeat issues.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Hodusoft

APRIL 26, 2023

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. If you happen to own or manage a virtual call center, you must know the importance of using the right metrics to not only track agents’ performance or call outcomes but also to ensure customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service Customer Experience 52

Hodusoft

NOVEMBER 1, 2022

Companies, regardless of their size, are leaving no stone unturned to improve their customer service experience. The organization’s using the Call Center Software to measure how well they handle customer calls and try to improve CX with the first call resolution. Tips to improve the FCR rate. How to measure FCR?

Net Promoter Score 52

Net Promoter Score Predictive Analytics Customer Satisfaction CRM 52

Hodusoft

SEPTEMBER 14, 2022

More than 36% of businesses have adopted VoIP technology for improving the quality of customer service. In this blog, we will discuss 7 ways how multi-tenant software adds value to your business. Voicemail: Enables agents to get back to callers who were unattended by providing a well-prepared response to their recorded audio message.

Business Operations 96

Business Operations Contact Center Customer Satisfaction Omnichannel 96

Hodusoft

DECEMBER 28, 2022

By implementing call center management, organizations can accurately measure, monitor, and optimize their performance. New-age call center technologies make managing data easier for call centers, leading to enhanced decision-making capabilities and improved customer service operations. Why do businesses need call center management?

Net Promoter Score 52

Net Promoter Score NPS Data Entry Business Growth 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Hodusoft

FEBRUARY 29, 2024

In this blog post, we have listed the challenges MSPs’ call centers usually face, seven alarming signs that can indicate something is wrong in the call center operations, and six effective solutions. Investing in cutting-edge solutions can enhance efficiency, streamline processes, and ultimately improve the overall customer experience.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Hodusoft

MARCH 30, 2023

Small Business Inbound Call Center Software to Improve Customer Service As a business owner, you must never underestimate the power of your phone system. That’s because recent data suggest three out of every five customers prefer to establish contact with brands, particularly small and medium businesses, over the phone.

Customer Service 52

Customer Service Data Entry Contact Center Customer Relationship Management 52

Hodusoft

JANUARY 24, 2023

To put things in perspective, if each agent made a hundred calls they wasted almost one-and-a-half hours just dialing numbers and waiting for the calls to get connected. That’s just one agent. Imagine a call center during the era that employed hundreds of agents. What is Telemarketing Software?

Contact Center 52

Contact Center CRM Sales Start-ups 52

Hodusoft

DECEMBER 6, 2023

By embracing dynamic scripting, businesses operating call centers can easily improve the quality of customer relations, offering a positive place that ensures customers’ expectations are being met each time they get in touch with an agent. Think of it as a toolbox for call center agents and managers.

CRM 59

CRM Machine Learning Customer Satisfaction Gaming 59

Callminer

APRIL 23, 2019

By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance. Lack of compliance puts businesses at an incredible risk.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Customer Service Life

JUNE 3, 2019

This article was originally published on the ICMI Blog on March 19, 2019. If your answer is spreadsheets and dashboards packed with tons and tons of analytics, you’re probably not alone. And while many of these metrics have their purpose, when it comes to agent performance, there are really two types of metrics that matter.

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

Hodusoft

AUGUST 30, 2022

In this blog, we will get a detailed insight into all these three cloud-based technologies. Companies, especially the call/contact centers, sales and service teams, and many others are reorganizing and updating their communication strategies to stay competitive. The most popular cloud-based services: UCaaS, CCaas, and CPaaS.

Contact Center 52

Contact Center Social Media ML Technology 52

Fonolo

MAY 17, 2017

This is a mistake because contact center technology is evolving faster than ever before; new technology brings with it new opportunities to improve your contact center’s infrastructure and performance. 10 Contact Center Technologies You Should Know. 10 Contact Center Technologies You Should Know.

Contact Center 70

Contact Center Technology Technology CRM 70

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. You should also check out, 4 Contact Center Reports to Start Off Your Year.). Contact Center Priorities for 2018. Who wrote it: Contact Center Week / IQPC. About: We read, and blog about, a lot of content from Call Center Week. Who wrote it: Five9.

Contact Center 99

Contact Center Social Media Customer Service Start-ups 99

Comm100

JANUARY 21, 2021

From here, they connect with an agent and exchange typed messages (and even talk over audio and video chat, but we’ll get on to this later on). While an agent on the phone can only handle one customer query at a time, a live chat agent can handle two or three conversations simultaneously (while still providing attentive support).

Social Media 98

Social Media Compliance Sales Customer Relationship Management 98

Comm100

DECEMBER 13, 2021

In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. Live chat improves member experience . It’s important to begin by looking at how digital channels improve the experience of credit union members.

CX 52

CX Start-ups AI Technology 52

CommBox

JANUARY 4, 2022

According to Deloitte, a whopping 88% of businesses are now prioritizing customer experience in their contact centers. In short, having set-in-stone values prompts employees to stay with you longer and perform higher, while also giving customers a better reason to shop with you. What does all of this mean?

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. Hint: Focus on Agent Performance. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

Customer Service Life

JUNE 26, 2017

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Give it a listen.

Contact Center 68

Contact Center Artificial Intelligence Entertainment Customer Service 68

SurveySensum

JULY 10, 2023

If not, then this blog is for you. Improve Online Customer Service Improving online customer service is crucial for businesses to thrive in today’s digital landscape. You walk into Caprese’s store, and an attentive agent greets you, asking about your specific needs.

Retail 52

Retail Customer Service E-commerce Social Media 52