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

Intercom, Inc.

APRIL 13, 2018

Great SaaS sales reps can change your entire business. The best ones are efficient, motivated, effective, and creative in how they operate on a day-to-day basis. They have a knack for identifying quality prospects, making strong impressions quickly, and closing deals that seem out of reach. Upselling value to existing customers is key.

Sales 224

Sales CRM Social Media Customer Acquisition 224

Hodusoft

MAY 11, 2022

The business communication demands are evolving as most companies are shifting towards remote and hybrid work models. Depending on the internet connection; Internet interruption may disrupt the work. Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide. Cloud-based PBX.

CX 98

CX Government Actionable Insights Omnichannel 98

Execs In The Know

JULY 1, 2021

On June 10, 2021, Execs In The Know hosted the Enabling Work-From-Home Briefing , an exclusive, virtual event dedicated to exploring “must-haves” and best practices for achieving long-term work-from-home (WFH) success. Today, great communication starts with great communication tools. 1 — Invest in Essential Technologies.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Logicalware

JULY 30, 2021

The future of work is likely to be hybrid — with more employees wanting flexible working in the wake of the pandemic. In this blog, Puzzel CMO Jonathan Allan reflects on what this could mean for contact centres. The pandemic has given us a once-in-a-lifetime opportunity to reinvent how we work. Or is it time for change?

Compliance 59

Compliance Omnichannel Innovation Customer Service 59

Execs In The Know

OCTOBER 7, 2022

Reimagining how you think about governance models, vendor manager skillsets, role expectations, measurements, and levels of oversight will help you navigate the changing nature of outsourcing. A well-structured model ensures VMOs meet contractual requirements and address changing business needs in an intentional way.

Scorecard 98

Scorecard Government Contact Center CX 98

ProProfs

MAY 8, 2020

Did you know that over 50 percent of employees across the world work outside their office headquarters for at least 2.5 Or that globally 85% of businesses think they are more productive because they have flexible working systems in place? conferencing tools. Take a look: Make Sure Training Software Works Across Devices.

Social Media 85

Social Media Government Start-ups Technology 85

CSAT.AI

MARCH 18, 2020

When we put out our blog last week on facing changes we didn’t yet know how big they would be. This week we are in a new paradigm due to COVID-19, where remote work is a necessity. We are addressing some of the key points to keep in mind to ease managing your remote customer service team. Lead by example.

Customer Service 52

Customer Service CX AI Customer Satisfaction 52

Intercom, Inc.

FEBRUARY 25, 2021

Bobby Stapleton , our Senior Manager of Customer Support for North America, recently caught up with Annette to chat about getting to know the customer and why personas and journey mapping are the perfect tools to do it. At least, that’s Annette Franz ‘ s two cents on the matter. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

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. This also leads to being more productive and efficient in your work. Ben Winter.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

SugarCRM

JULY 7, 2022

The pandemic has forced many businesses to recalibrate how and where we work. It has reshaped how business leaders think, how staff wants to work, and customer expectations. There is a continuous need to rethink and adjust business strategies and tactics to adapt to the new world of work. Embrace Automation.

Technology 55

Technology Technology Data Entry ML 55

DMG Consulting

JULY 9, 2021

Practical Considerations for Hybrid and Work-at-Home Contact Center Employees. Executives are still discussing whether or not contact centers agents will be allowed to work at home on a full-time or hybrid basis after the pandemic, but I believe the decision has already been made. be allowed to work from home?

Contact Center 67

Contact Center Technology Technology 67

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. With the mass migration to working from home, video conferencing has become ubiquitous. Our findings showed that 62 percent of consumers responded favorably to using automation or AI tools to improve video conversations. Ah, 2022, a new year. Not so fast.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Execs In The Know

MAY 22, 2023

In this blog post, we’ll be exploring the benefits and challenges associated with focusing on agent-focused employee experiences, specifically how integrating this kind of approach can improve customer interactions. What does a positive agent-focused employee experience look like? Enter the agent-focused employee experience.

CX 64

CX Technology Technology Construction 64

Intercom, Inc.

APRIL 29, 2021

And if starting a new role wasn’t challenging enough, the show started filming a couple of weeks before the COVID-19 crisis, meaning that we got to watch in real time as she faced the challenges of pivoting to remote work. Here are some of our favorite takeaways from the conversation: 1. Don’t be afraid to try something different.

Innovation 118

Innovation B2B Start-ups Education 118

Hodusoft

FEBRUARY 1, 2023

Accelerating Banking Success: The Top Business Phone Systems to Consider The banking industry is constantly evolving and adapting to the ever-changing technological landscape. 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.

Finance 52

Finance Omnichannel Social Media Artificial Intelligence 52

Totango

AUGUST 21, 2020

A: How was the Totango learning curve for these 13k users especially with so many tools SAP already has? I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets. SC: Totango is very easy to use and is cloud-based.

Innovation 115

Innovation NPS Touchpoint Start-ups 115

Intercom, Inc.

APRIL 19, 2018

Yet competition and the exponential rate of change in software are pushing against that mission. The concept was the foundation for his popular talk and ultimately his classic, long-form blog post. Prior to Intercom I spent about 10 years working for big tech companies. Enter our philosophy of Run Less Software.

Engineering 192

Engineering Technology Technology Start-ups 192

ProProfs

MAY 4, 2023

In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. Engaged employees believe in their company’s mission and values and work enthusiastically and passionately. Did you know that almost two-thirds of U.S. employees are disengaged ? Is your company also facing the woes of employee disengagement?

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Execs In The Know

NOVEMBER 30, 2021

Earlier this month, we shared some powerful insights from the event’s five keynote presentations as a part of a five-part blog series. A lot has changed in the last 18 months. Registration is simple, free, and it takes only a minute to get immediate online access to this insightful content. Moderator: Sav Khetan, Tealium.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Hodusoft

JANUARY 17, 2024

With the launch of the telephone, switchboards became the standard tools for routing calls. Between the 1960s and 1990s, the invention of IP PBX , Interactive Voice Response (IVR) system, and voicemail system changed the way businesses used to communicate. After that, came the traditional private branch exchange (PBX) system.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

SurveySensum

NOVEMBER 10, 2023

A robust website feedback tool. Using an efficient website feedback tool is a game-changer for online businesses. But with an abundance of website feedback tools in the market, how to choose the right one for your business? What are the best tools out there? What is a Website Feedback Tool?

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52

ProProfs

MAY 3, 2023

Today, with the advancement in education technology and changing learning needs, the way teachers evaluate learners has undergone a sea change. This necessitates the use of refined tools for quizzing, whether for academic or business purposes. Using it, you can create awesome-looking tests for education, work, and just for fun.

Education 52

Education Start-ups Social Media Technology 52

ProProfs

MAY 3, 2023

Today, with the advancement in education technology and changing learning needs, the way teachers evaluate learners has undergone a sea change. This necessitates the use of refined tools for quizzing, whether for academic or business purposes. Using it, you can create awesome-looking tests for education, work, and just for fun.

Education 52

Education Start-ups Social Media Technology 52

Execs In The Know

MAY 10, 2021

With many employees still working from home, and the continued stress related to the pandemic, it is a good time to put ourselves in agents’ shoes and evaluate if we are doing everything we can to create a healthy work environment. Working from home has been positive for some agents and difficult for others.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

ProProfs

MAY 22, 2020

In this blog, I am going to introduce you to all the aspects of a skill assessment test like-. Read this Detailed Guide to Using Online Assessment Tools that talks about different types of assessments, how to use assessment tools, and more. What is a skill assessment test? How does it benefit recruiters and employers?

Social Media 102

Social Media AI Sales 102

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Hodusoft

MAY 4, 2022

Business communication has evolved rapidly to meet the requirements of ever-changing enterprise needs to facilitate seamless communication and collaboration. When choosing the right business communication tools, people without technical backgrounds may think terms like Hosted PBX Software and SIP trunking are interchangeable.

Business Growth 105

Business Growth Customer Service 105

Hodusoft

APRIL 26, 2023

Don’t measure anything unless the data helps you make a better decision or change your actions.” Only the right metrics can tell you if things are working in your call center or not. In this blog post, we discuss the metrics you must use to measure your call center’s performance. Managing a virtual call center is not easy.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service Customer Experience 52

Intercom, Inc.

JULY 26, 2018

It came down to the culture they had created together, which against all odds overcame the fact that the company was entirely remote. If it’s not working, it’s easy to change course. One of the hardest moments of Josh Pigford’s career came with the surprise news that Baremetrics had just six to eight weeks of runway left.

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

ProProfs

MAY 24, 2022

This blog will closely look at what an internal assessment is, internal assessment methods, advantages, tips to conduct internal assessment, and the main differences between internal assessments and external assessments. The good thing about internal assessments is that they can easily be created using an online quiz maker tool.

Start-ups 52

Start-ups Sales Construction Engineering 52

Qualtrics

APRIL 2, 2020

Right now, customer needs are changing every day. People are needing to change the way they shop, how they can travel, where they eat and how they stay in contact with loved ones. What is impressive about DoorDash is that they have made changes to their delivery and worker policies to protect their customers and employees.

Healthcare 40

Healthcare Transportation Social Media Touchpoint 40

Execs In The Know

NOVEMBER 30, 2021

Earlier this month, we shared some powerful insights from the event’s five keynote presentations as a part of a five-part blog series. A lot has changed in the last 18 months. Registration is simple, free, and it takes only a minute to get immediate online access to this insightful content. Moderator: Sav Khetan, Tealium.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

CSAT.AI

OCTOBER 13, 2020

With a worldwide pandemic forcing customers indoors and businesses online the need for technological solutions accelerated the creation and adoption of AI tools. The best people to comment on how AI impacts CX and QA are those who work with those challenges regularly. Talking tech, it may seem ironic to mention feelings.

AI 52

AI Machine Learning Customer Service Artificial Intelligence 52

ProProfs

OCTOBER 4, 2022

Once you’re done reading this blog, you’ll know everything about leveraging online assessments for compliance success. To that end, conducting refresher quizzes and tests works even better than retraining. related to child protection online. The New York Times (@nytimes) September 5, 2022. Well, there may be multiple factors at play.

Compliance 52

Compliance Finance Government Agriculture 52

ClientSuccess

OCTOBER 5, 2017

Customer success is an ever-changing role. For CSMs in the thick of the action, these changes can be confusing while simultaneously ground-breaking. Remote Experience. Today’s SaaS industry, more than ever before, is changing into a remote world. So what does this mean for customer success?

Customer Relationship 41

Customer Relationship Innovation Technology Technology 41

Intercom, Inc.

JUNE 21, 2018

How can you capture, qualify and convert the right leads for your business while working within your means? Then, the sales team went to work. Max is a proponent of combining old-school techniques with new tools like using messengers to catch potential customers when they visit your site looking for a specific answer.

Sales 183

Sales Start-ups Finance Education 183