Fonolo

OCTOBER 5, 2023

How Artificial Intelligence is Changing the Contact Center There are Two Main Types of Chatbots Chatbots can be used for a number of different applications – but behind the curtain, you’ll typically find two main types of chatbots in popular use today. Your Introduction to Call Center Automation What is an IVR? What are Web Call-Backs?

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

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. What is Artificial Intelligence (AI)?

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

CommBox

OCTOBER 18, 2023

In this blog, we’ll dive into this new era and explore how embracing Generative AI can benefit customer service and support teams, and why it’s a crucial tool for staying ahead in the competitive landscape. Moreover, it’s clear that younger generations like GenZ are moving away from phone calls towards business messaging.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Hodusoft

OCTOBER 19, 2023

In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. Call Routing Optimization Call routing optimization plays a vital role in reducing the costs in your BPO contact centers while maintaining the quality of service.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Execs In The Know

APRIL 8, 2022

While contact centers are increasingly turning to Artificial Intelligence (AI) applications for a variety of reasons, these technologies are not a silver bullet for everything, nor are they a complete solution for a specific problem set. Turnover in call centers has averaged 30% to 40%. Guest blog post written by UpstreamWorks.

Contact Center 98

Contact Center Artificial Intelligence AI ML 98

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below. Ben Friedman.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Execs In The Know

MARCH 20, 2023

A whopping 90% of consumers said they’re likely to stay loyal after a positive call center experience, and 73.7% Guest blog post written by ibex. A recent study by CallMiner indicates that performance at contact centers impacts both loyalty and churn rates. said they’re likely to switch after a negative one.

Contact Center 52

Contact Center CX Omnichannel Customer Relationship Management 52

UJET

MARCH 17, 2020

You can even video chat through other communication apps like iMessage, WhatsApp Messenger video calling, or other popular messaging apps with video support. Are there more voice calls coming in the morning and then it transitions to a majority of in-app communication? Creating a positive support agent experience is the first step.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

Hodusoft

JANUARY 3, 2024

In this blog post, we discuss CCaaS in detail starting from what CCaaS is, its top benefits, its key features, and how you can handpick the right CCaaS solution for your business needs. This flexibility is particularly beneficial for seasonal businesses or those experiencing fluctuating call volumes. billion by 2030.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Comm100

OCTOBER 25, 2021

This blog will explore why digital transformation is key to student engagement and how schools and colleges can take their first step towards this with intelligent digital communication. A call also represents a time commitment that many young people are unwilling to make. The way students communicate has changed. Fast support.

Education 80

Education Social Media AI Technology 80

Callminer

DECEMBER 17, 2019

Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Call Center Workforce Statistics.

Contact Center 207

Contact Center Finance AI Innovation 207

Hodusoft

FEBRUARY 1, 2023

In this blog, we’ll take a closer look at the role of business phone systems for the banking industry, and explore the top 5 service providers in the market. With robust advanced features like call bridging, least cost routing , real-time analytics & reporting, etc. What is a banking phone system?

Finance 52

Finance Omnichannel Social Media Artificial Intelligence 52

Hodusoft

JANUARY 17, 2024

With the launch of the telephone, switchboards became the standard tools for routing calls. As per estimates by Mordor Intelligence , the global UCaaS market size is expected to increase from USD 35.56 In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Hodusoft

APRIL 6, 2022

Many trends will come up when it comes to customer experience, and this blog will cover these trends in an easy-to-understand manner. Contact Centers will leverage Artificial Intelligence. AI-powered bots have some features that enable them to provide customers who call in with better answers faster than an agent can.

Customer Experience 105

Customer Experience Contact Center Omnichannel Artificial Intelligence 105

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level. Read on and thank us later.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

VOZIQ

FEBRUARY 1, 2023

Waiting for customers to call and tell an agent, they are canceling can reduce the chances of reversing their decision by half. However, when the agents don’t have the required intelligence to resolve the concern of a dissatisfied customer on call, it can amplify the likelihood of churn.

Sports 52

Sports Machine Learning Customer Retention AI 52

Logicalware

AUGUST 9, 2023

And it’s no wonder, considering that clever AI deployment can help organisations power intelligent customer experiences, automation and optimisation, revolutionising their ability to deliver timely and relevant customer experiences. For the last few years, AI has been a hot topic, no matter your industry or business goals.

Innovation 52

Innovation AI Customer Experience Case Management 52

Comm100

OCTOBER 25, 2021

In this blog, we’ll look at the unique challenges that schools face in engaging with international students, and how digital transformation has opened a way forward for them with digital communication channels like live chat. 52% of Millennials say they feel anxious about taking a phone call, and 60% of Gen Z say they ‘hate calling people’.

Education 52

Education Technology Technology Customer Experience 52

VOZIQ

APRIL 11, 2023

After identifying a high-risk set of customers using agent notes and AI, it is easy for businesses to route a high-risk customer call toward a trained agent who is more adept at handling sensitive customer interactions. This blog is originally appeared on customer think. appeared first on VOZIQ AI.

Customer Retention 40

Customer Retention Sentiment Analysis ML Contact Center 40

VOZIQ

APRIL 11, 2023

After identifying a high-risk set of customers using agent notes and AI, it is easy for businesses to route a high-risk customer call toward a trained agent who is more adept at handling sensitive customer interactions. This blog is originally appeared on customer think. appeared first on VOZIQ AI.

Customer Retention 52

Customer Retention Sentiment Analysis ML Contact Center 52

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

Contact Center 140

Contact Center VOC Social Media AI 140

SugarCRM

MAY 23, 2023

In our previous two blog posts, we discussed the core features of sales automation and lead management that a CRM needs to deliver complete functionality. Continuing on the same note, this blog post will discuss the core service and customer support features a CRM needs. Relationship management is more than sales and lead management.

CRM 26

CRM Case Management Omnichannel Sales 26

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. If the technology in your call center is sub-par, it’s going to be very difficult to provide a service that’s more than that too.

Contact Center 70

Contact Center Technology Technology CRM 70

Fonolo

AUGUST 1, 2018

The first time was with the announcement of Duplex, an automated natural language system that could call companies, on behalf of a customer, and handle simple tasks like making appointments. Our coverage tamped down on the hype a bit: No, Duplex is Not Going to Replace Call Centers. This is sometimes called “intelligent routing.”

Contact Center 52

Contact Center AI ML Sales 52

Totango

MAY 17, 2022

For instance, a sales manager might use a CRM app to call up a list of qualified prospects and assign the hottest opportunities to a list of available sales representatives with top closing rates. Mobile tools assist with tasks like optimized route planning for sales teams on the go. Today’s leading CRMs tend to be cloud-based.

B2B 79

B2B Sales CRM Artificial Intelligence 79

1 to 1

JANUARY 18, 2022

A quick live chat with a bot, for instance, can rapidly escalate to an emergency call with an agent, which we refer to as an associate, and vice versa. The same is true for a call that begins with an interactive voice response (IVR) system. Customer service interactions can quickly evolve, requiring different channels and tools.

Contact Center 26

Contact Center Text Analytics Customer Satisfaction AI 26

Aquire

JANUARY 6, 2022

Slack features: Create custom channels Real-time messaging and chats Slack Connect (outside your company) Voice and video calls Integrate with more than 2,200 apps Workflow builder Sharing files. Boost acquisition, conversion, and operations, using real-time intelligence throughout your whole stack. How much does Clearbit cost?

Social Media 105

Social Media Invoicing CRM Start-ups 105

UJET

DECEMBER 17, 2019

Customers called support agents through a switched telephony network and talked through issues at length. Grandfathered channels, like PSTN voice and email, need to be refreshed with context and additional intelligence understanding the latest activity on their account. Issue frequency will help create better support interactions.

Customer Service 74

Customer Service Artificial Intelligence Technology Technology 74

DMG Consulting

OCTOBER 26, 2017

The purpose of this blog post is to debunk the myth that IT resources are not needed when contact center infrastructure solutions – automatic call distributors (ACDs), dialers, interactive voice response systems (IVRs)/intelligent virtual assistants (IVAs) –move to the cloud. By Donna Fluss.

Contact Center 48

Contact Center Social Media Technology Technology 48

Hodusoft

OCTOBER 4, 2023

Managing the cost per call is a paramount challenge for contemporary businesses across various industries. As per industry standards, an acceptable cost per call could range anywhere from $2.70 However, the cost per call varies from one industry to the other.

Compliance 105

Compliance Omnichannel Real Estate Legal 105

SugarCRM

JUNE 16, 2022

Data captured must include all touchpoints and key activity, such as calls, messages, emails, inquiries, competitor mentions, website interactions, and activity logging. There isn’t a straightforward “one size fits all” route to follow, and there’s often only one shot at making a lasting impression.

CX 26

CX Sentiment Analysis AI Machine Learning 26

Hodusoft

FEBRUARY 16, 2024

IP PBX Software- Optimizing ITSP Call Management for Superior Customer Experiences In today’s swiftly evolving era of the Information Technology Service Provider (ITSP) industry, it has become a necessity to ensure efficient management of call routing to deliver excellent customer experiences. So, let’s get started.

Customer Experience 52

Customer Experience Sentiment Analysis Artificial Intelligence Technology 52

Fonolo

APRIL 11, 2023

Looking for ways to optimize your call center queue management and improve customer satisfaction? And they should help call center managers see the importance of queue management and the perils of keeping customers waiting on hold You’ve come to the right place! If not, you probably should be! Customers hate waiting on hold.

Contact Center 81

Contact Center Social Media Social Listening Customer Satisfaction 81

Comm100

NOVEMBER 8, 2018

In this blog post, we’ll break down top types of customer communication channels, and explain some of the use cases for each that will answer these questions. By taking full advantage of live chat’s routing capabilities , integrations , and comprehensive reporting , businesses can increase efficiencies while decreasing support costs.

Social Media 50

Social Media AI Machine Learning Technology 50

Hodusoft

JANUARY 10, 2024

In this blog post, we will explore how Hosted IP PBX systems offer a seamless connectivity experience and revolutionize the way organizations handle their communication needs. When hosted service providers use automated call routing, they witness a substantial improvement in call distribution. Read on to know more.

Sentiment Analysis 52

Sentiment Analysis Artificial Intelligence Customer Satisfaction Technology 52

Hodusoft

JANUARY 1, 2024

In this blog, we will delve into the importance of virtual banking and the role of Contact Center Software in streamlining remote financial services. Digital banking can easily adopt and integrate cutting-edge technologies such as Artificial Intelligence (AI), Machine Learning (ML), and others to enhance customer service experience.

Contact Center 52

Contact Center Finance Social Media Artificial Intelligence 52

Hodusoft

MARCH 21, 2024

In this blog, we will delve into the key challenges that BPOs face in offering the best possible support to their customers and how HoduCC can prove to be a beacon of support for this industry. That’s where HoduSoft, a leading provider of advanced communication solutions, steps in.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52