Execs In The Know

APRIL 7, 2024

Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. That consistency means there are fewer surprises.

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Scorecard Start-ups Education Customer Experience 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.

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Contact Center Compliance Social Media AI 52

MattsenKumar

JULY 31, 2023

10 Ways to Deliver a Customer-Centric Experience in FinTech- In this blog post, we explore practical tips and strategies to help businesses deliver a genuinely customer-centric experience in FinTech that drives loyalty and growth. This information can be used to optimize call center operations and provide a better customer experience.

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Social Media Customer Feedback Customer Satisfaction Customer Relationship Management 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. Agents can use GenAI to rephrase their responses or adjust their tone and avoid errors or typos. What will be the role of AI?

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AI Customer Service Artificial Intelligence Omnichannel 98

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. To deal with high turnover rates, BPOs must invest in the right tools and training programs that lead to improved agent satisfaction and growth.

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Omnichannel Contact Center Social Media Data Entry 52

Hodusoft

JULY 3, 2023

When agents learn to make the most of their stipulated time and provide superior customer service within that, then nothing can stop money from pouring in. If the calls last too short, it may indicate that agents are not giving necessary attention to customers’ problems and rushing through the call. Both scenarios are bad.

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Contact Center Customer Satisfaction Customer Relationship Management Start-ups 52

TeamSupport

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. Automation is the use of technology to perform tasks without human intervention. One such transformative tool that has gained prominence is automation.

Customer Service 59

Customer Service B2B AI Innovation 59

Fonolo

NOVEMBER 7, 2018

It’s good practice to strike an optimum occupancy rate and revisit key performance indicators in an overall effort to improve service levels, as we discussed here. Gamification is endlessly useful for engaging and training new employees, as well as for boosting agent morale and staff engagement. Agent Care. Look it up.

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Contact Center Technology Technology Customer Loyalty 182

Hodusoft

AUGUST 2, 2023

This blog post discusses cost per call in detail as well as the importance of cost per call and the ways to reduce cost per call. It calculates the overall efficiency as well as the agent ratio to calls. High-quality agents are worth their salt. Call volume and agents’ productivity Call volume also affects the cost per call.

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Hodusoft

FEBRUARY 16, 2022

The same report suggests a 60% increase in customer service agents working from home. Also Read our another blog on A Guide to Hybrid Workforce Technology for the Future of Work. Optimizing your hybrid contact center team: Must-have features. ? Features like call recording enable supervisors to monitor the team’s performance.

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Contact Center Social Media Omnichannel CRM 98

Hodusoft

JUNE 8, 2022

Well, to measure your call center’s effectiveness, you first need to keep track of a few relevant call center metrics or key performance indicators (KPIs). . But when it comes to discovering the effectiveness, monitoring the efficiency, and optimizing the performance, it is crucial to measure the call center metrics.

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Net Promoter Score Customer Satisfaction Customer Retention NPS 98

Hodusoft

NOVEMBER 30, 2023

Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent? In this blog, we will cover everything related to call abandonment rates and why it is important. Also, a high call abandonment rate is 10% or more.

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Customer Satisfaction Technology Technology Actionable Insights 59

Callminer

AUGUST 1, 2017

Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Nahabat Shanza. Markus Linder. Brett Remington. Tsahi Levent-Levi.

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Contact Center Real Estate Start-ups Sales 334

Hodusoft

OCTOBER 4, 2023

That’s why contemporary businesses must be proactive in exploring strategies and solutions to optimize their communication expenditures. In this blog post, we will discuss eleven practical ways through which Internet Telephony Solutions can help organizations reduce communication costs. Read on and thank us later.

Compliance 105

Compliance Omnichannel Real Estate Legal 105

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.

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CX Customer Satisfaction Customer Experience Customer Service 97

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

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Real Estate VOC Actionable Insights CX 98

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Leveraging automation tools and streamlining communication channels along with key strategies can empower agents to overcome this challenge.

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E-commerce Contact Center Social Media Gaming 52

Fonolo

SEPTEMBER 4, 2018

Duplex is Not About Agent Replacement. We addressed this on the blog: No, Google’s Duplex is Not Going to Replace Call Centers. Agent is Not a Single Job Description. What about the broader issue of AI catching up with the job of call center agent? An agent could be a bank teller, a nurse, or a computer technician.

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AI Contact Center Start-ups Innovation 209

Execs In The Know

DECEMBER 8, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. Introducing and optimizing digital transactions. Leveraging competitive sourcing to revise footprint and address poor performing partners. has seen our client’s experience. WFH Insights.

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Execs In The Know

DECEMBER 8, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. Introducing and optimizing digital transactions. Leveraging competitive sourcing to revise footprint and address poor performing partners. has seen our client’s experience. WFH Insights.

Contact Center 52

Contact Center Touchpoint Government CX 52

Hodusoft

NOVEMBER 22, 2023

Therefore, it is vital to understand that customer service agents play an important role in increasing the ROI of a business. In this blog post, we will delve into the role of omnichannel contact center software in increasing the ROI of BPOs. They must be provided with efficient tools for managing their jobs easily and effectively.

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Contact Center Omnichannel Compliance Social Media 52

Hodusoft

APRIL 4, 2024

In this blog, we will explore HoduSoft’s innovative solution Omnichannel CX suite and its role in enhancing CX and overall business growth. Are you encountering bottlenecks in routing customer inquiries to the right agents or departments? Let’s get started! Are you struggling to maintain consistency in customer service quality?

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Omnichannel CX Social Media Contact Center 52

Execs In The Know

MAY 22, 2023

For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like? Enter the agent-focused employee experience. A truly positive employee experience extends beyond salary considerations.

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CX Technology Technology Construction 64

Totango

DECEMBER 1, 2021

In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. An agile customer success strategy employs a methodology of continuous, iterative, incremental improvements to achieve consistently optimized client outcomes. Allocate resources. Document Your Client’s Requirements.

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Innovation Government Customer Journey Map Technology 96

UJET

MARCH 17, 2020

But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. Here are five tips to manage your remote customer support agents. These check-ins can include company updates, performance feedback, or queue assignment information.

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Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

Hodusoft

JANUARY 3, 2024

An era where agents can work from anywhere in the world without being tied to one particular place. In the last few years, the demand for CCaaS has increased significantly owing to the growth of remote working and agents working from home during the pandemic and subsequent lockdowns. billion by 2030. billion by 2030.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. What is Customer Journey Optimization?

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Customer Journey Map Touchpoint Customer Satisfaction Start-ups 91

CSAT.AI

AUGUST 12, 2021

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. Solving a recurring issue at its source takes another query off the agent’s queue.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Fonolo

AUGUST 15, 2023

Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s the most common measure of how much of their time your call center agents spend dealing with customers.

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Contact Center Event Planning Technology Technology 67

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. This may complicate the FCR efforts made by customer support agents. This provides a more holistic view, leading to prompt issue resolution.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

Hodusoft

SEPTEMBER 7, 2022

Inbound call center software helps businesses to optimize huge volumes of inbound calls in order to deliver excellent customer service. 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

OCTOBER 12, 2023

The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions. Our blog post discusses outsourcing customer service to meet modern expectations. 16.24% of small businesses chose to outsource customer service to increase efficiency.

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Customer Service Customer Satisfaction Contact Center CRM 84

Hodusoft

OCTOBER 14, 2022

The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success. Today, e-commerce businesses are leveraging omnichannel contact center software to optimize their customer support operations and build loyalty by serving customers better. Curious to know how you can do it?

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Callminer

APRIL 30, 2020

For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance. Customer service agents looking to amicably resolve issues that spring up with difficult customers need to pull from time-tested conflict-resolution techniques on the fly.

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Customer Service Contact Center Start-ups Construction 273

Hodusoft

DECEMBER 28, 2022

By implementing call center management, organizations can accurately measure, monitor, and optimize their performance. It's also about ensuring that agents are equipped with the right tools and data to handle their tasks efficiently. It is an excellent way to assess call center operations and agent effectiveness.

Net Promoter Score 52

Net Promoter Score NPS Data Entry Business Growth 52

Hodusoft

APRIL 5, 2023

This blog post details seven best practices for managing call center operations. Without those, you simply cannot handle calls no matter how talented and skillful agents you have. Sophisticated call center software will streamline your calls and automate most of the mundane tasks, your agents’ efficiency and productivity.

Net Promoter Score 52

Net Promoter Score AI Start-ups Contact Center 52

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.

Customer Experience 52

Customer Experience Sentiment Analysis Artificial Intelligence Technology 52