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 small and medium-sized businesses could provide similar customer service as their larger counterparts. What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

CSAT.AI

JANUARY 8, 2020

Privacy compliance in contact centers poses unique challenges. Europe’s General Data Protection Regulation (GDPR) was just the beginning of attempts to bring more privacy and compliance protection to consumers. Contact Centers, Privacy and Compliance. Compliance and Consumer Trust.

Compliance 52

Compliance Contact Center Legal Sentiment Analysis 52

Lightico

SEPTEMBER 14, 2021

Today, customers rightly expect to be able to complete transactions remotely, securely and efficiently from anywhere. As customers push for easier, remote transactions, there have been heightened concerns about the legitimacy of contracts and services that have been secured — especially with only verbal consent.

Compliance 52

Compliance Contact Center NPS Customer Satisfaction 52

Taylor Reach Group

APRIL 2, 2019

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. My name is Colin Taylor.

Contact Center 92

Contact Center Compliance Start-ups Education 92

Hodusoft

NOVEMBER 27, 2020

To ensure the long-term success of a contact center, the management must be aware of what’s going on in the contact center. They must know what went down between their customers and agents during the call and how well agents stick to compliance and quality guidelines.

Contact Center 52

Contact Center Compliance Omnichannel Customer Satisfaction 52

Hodusoft

OCTOBER 19, 2022

5 Reasons Why Financial Institutions Must Invest In Contact Center Software Financial businesses, like banks and insurance companies, deal with people’s money. 51% of such institutions have realized that improving customer experience is one of the top priorities for their success. Curious to know how?

Contact Center 52

Contact Center Finance Omnichannel CRM 52

Uniphore

NOVEMBER 11, 2021

Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Finance 130

DMG Consulting

DECEMBER 10, 2018

Question: We’re implementing a balanced scorecard to measure agent and contact center performance. Here are 8 primary categories of KPIs that should be used in a contact center to oversee all aspects of its performance: Cost – how much it costs to handle (resolve, sell, collect) each item. implementation process.)

Scorecard 82

Scorecard Contact Center Compliance Customer Relationship Management 82

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Customer Service Life

MAY 21, 2018

The first was to gauge our quality performance across all of our programs and the second was to be a thought leader in the customer experience space — working to promote best practices in our approach to customer satisfaction (CSAT) survey results and share valuable insights with clients. Average Handle Time (AHT).

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

Hodusoft

MARCH 6, 2024

Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty. Here comes the role of an unsung hero, known as BPO (Business Process Outsourcing), revolutionizing the way e-commerce companies provide customer support services.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Callminer

JUNE 12, 2018

Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m. NetLink – 30 Minutes past the hour – The Care Cloud: Contact Center Analytics.

Contact Center 140

Contact Center Compliance Customer Satisfaction Sales 140

Callminer

FEBRUARY 2, 2018

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently. The post 21 Call Center Leaders Reveal the Biggest Concerns Keeping Call Center Managers Up at Night appeared first on CallMiner.

Compliance 318

Compliance Customer Satisfaction Sales Contact Center 318

Lightico

AUGUST 3, 2021

Terms & Conditions for Banks: A Compliance & Experience Problem. Over the years, bank contact centers and BPO managers servicing banks have looked for ways to make sure terms and conditions are communicated clearly and effectively to the customer – both to avoid disputes and ensure both legal and regulatory compliance.

Compliance 52

Compliance Legal Contact Center NPS 52

Uniphore

DECEMBER 17, 2021

And it’s not hard to see why—Conversational Automation can simplify, streamline and speed up complex, time-consuming customer service processes, improving customer satisfaction (CSAT), net promoter score (NPS) and other key metrics. Create a positive, frictionless customer experience. Want to learn more?

Net Promoter Score 130

Net Promoter Score Compliance Contact Center NPS 130

Fonolo

JUNE 21, 2018

Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms. Improving Customer Satisfaction. Who should attend: VPs & Directors of Customer Service.

Contact Center 52

Contact Center Social Media Compliance Education 52

Fonolo

JUNE 3, 2021

This simple and powerful tool has been gaining momentum in the customer service world for its ability to lower call volumes, improve key call center metrics, and boost customer satisfaction. Are You Losing Customers to Hold Time? Contact Centers Are Using More Call-Backs Than Ever.

Technology 136

Technology Technology Contact Center Customer Satisfaction 136

Uniphore

DECEMBER 17, 2021

Yet, many payers are still struggling to eliminate the friction in patient/member journeys, improve consumer satisfaction and loyalty, and driver greater efficiency. Scoring an “Ok” Satisfaction Rating Isn’t Enough. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

Callminer

JULY 5, 2018

When they don’t receive consistent performance feedback, agents often experience burnout and lose their drive to perform efficiently resulting in agent churn and poorer customer experiences. How can you improve contact center efficiency? Improve compliance. They can also see where they are already excelling.

Compliance 157

Compliance Contact Center Social Media Customer Satisfaction 157

Callminer

JULY 16, 2018

Contact centers especially struggle with how to train, manage, and engage agents properly. Since contact center agents interact with customers daily, it is essential that you create a plan and strategy for keeping at home agents engaged from afar. Personalize their training. Recognize their efforts.

Contact Center 196

Contact Center Compliance Gaming Customer Satisfaction 196

Hodusoft

JULY 19, 2023

It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Confirmit

JUNE 12, 2017

At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands. Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JUNE 12, 2017

At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands. Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Lumoa

APRIL 28, 2024

In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Confirmit

JULY 6, 2017

At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands. Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

DMG Consulting

APRIL 14, 2023

Interaction analytics applications capture and report on what is happening, enabling companies to measure the impact of their actions on their customers and prospects. Feature-rich IA solutions deliver significant benefits to contact centers.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

Ameyo Callversations

AUGUST 30, 2022

Omnichannel Contact Center Solution. The omnichannel contact center solution helps optimize the customer journey, increase operational efficiency with a real-time operational dashboard, and reduce traditional contact centers’ limitations. Full Stack Cloud Contact Center Software.

Contact Center 52

Contact Center Omnichannel Social Media Compliance 52

Fonolo

JULY 5, 2022

Call center quality monitoring is a big task. You should assess call recordings for tone of voice, resolutions, empathy, process adherence, customer satisfaction, and more. Your call center will suffer in these critical areas: Customer experience. Customer satisfaction and loyalty. Agent engagement .

Net Promoter Score 81

Net Promoter Score Customer Satisfaction Contact Center Compliance 81

Execs In The Know

MAY 6, 2022

Companies and contact centers are asking employees to come back to the office now that most “lockdowns” are over. Where employers are forcing compliance, employees are re-evaluating their choices, and many are making decisions to quit or try something new. New ideas that you can consider for your CX teams.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

MattsenKumar

SEPTEMBER 21, 2023

IDC states that companies using real-time analytics see a 25% increase in customer satisfaction. Real-time interactions develop a sense of trust among customers for the brand. Customer satisfaction levels increase manifold if call center agents can provide first-call resolution (FCR).

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

CSAT.AI

NOVEMBER 17, 2022

A recent survey about automation in the contact center indicates 95% of contact center leaders are using or plan to use automation in the next year. With improving customer experience and reducing costs the top two goals of those surveyed, automation is a solid fit. Automation supports these trends.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Shep Hyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. In 2022, the Conversation Excellence Lab at Balto had the same question and discovered what makes contact center employees feel fulfilled, successful, and effective in their roles. .

Artificial Intelligence 77

Artificial Intelligence Customer Experience Customer Satisfaction Compliance 77

DMG Consulting

APRIL 13, 2022

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2022 – 2023 Workforce Management for the Enterprise report.

Artificial Intelligence 48

Artificial Intelligence Contact Center Predictive Analytics Innovation 48

Execs In The Know

FEBRUARY 29, 2024

Chances are, your organization is feeling the pressure to keep pace, while taking part in an intricate balancing act between efficiency (how can I reduce the cost of my operations) and experience (how can I improve customer satisfaction and loyalty). That’s where human-centered design comes in. Consider the employee experience.

CX Transformation 99

CX Transformation CX VOE AI 99

Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. TechnologyAdvice. Technology_Adv. Firstly, it is about preventing mistakes.

Contact Center 210

Contact Center CRM Technology Technology 210

UJET

NOVEMBER 3, 2020

No matter how diverse your clientele is or how many channels your contact center utilizes, intelligent routing sends your customers to the right agent or resource quickly and efficiently. So your agents’ time is spent resolving issues, and your customers get resolutions faster.

AI 82

AI Customer Service Contact Center CRM 82

MattsenKumar

FEBRUARY 3, 2023

In this article, we’ll look at the most significant customer experience KPIs for call centers , and how you can use them to track and improve customer service. Here are the 7 Most Important Customer Experience KPIs for Call Centers.

Customer Experience 52

Customer Experience Net Promoter Score NPS Customer Satisfaction 52