Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. What Are Virtual Call Centers and Contact Centers?

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog

VOC 174

VOC Contact Center Net Promoter Score Customer Satisfaction 174

CSAT.AI

FEBRUARY 1, 2023

The negative nickname of ‘cost center’ applied to contact centers works against the success of quality customer service. Further, there is an argument for the contact center as a means of increasing profit and using other department budgets wisely. trillion dollars from negative customer experience alone.

Contact Center 101

Contact Center Non-Profits Sentiment Analysis Customer Loyalty 101

Fonolo

APRIL 11, 2023

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! In this blog, we’ll explore the best practices for call center queue management. Smart ‘bots can answer more complex queries, too.

Contact Center 81

Contact Center Social Media Social Listening Customer Satisfaction 81

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits.

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

CX Network

DECEMBER 27, 2022

This ebook explores the role of chatbots in enquiry volume spikes, empathetic digital transformation and the data-led approach to making meaningful contact center upgrades.

Contact Center 52

Contact Center Customer Loyalty 52

CSAT.AI

DECEMBER 16, 2021

Offshoring contact center operations is not a new concept. When it comes to BPO (Business Process Outsourcing), customer service is near the top, especially for large businesses. The costs of setting up and/or scaling contact centers are high from training, to equipment, to wages. Billion by 2025.

Contact Center 109

Contact Center Entertainment Legal Retail 109

CX Accelerator

FEBRUARY 6, 2019

Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! These are the things that brings a agent from a "fire-fighter" to a helpful knowledge expert. So how are real-life leaders making this concept a reality in their environments?

Contact Center 206

Contact Center CX B2C Start-ups 206

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. Industry Report: State of the Contact Center 2022.

Contact Center 81

Contact Center Omnichannel Social Media Retail 81

Fonolo

NOVEMBER 7, 2018

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. For instance, have you read up on strategies for improving customer loyalty ?

Contact Center 182

Contact Center Technology Technology Customer Loyalty 182

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. Here are some of the most common customer complaints in contact centers. Why Do Escalations Occur in the Contact Center?

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Hodusoft

NOVEMBER 17, 2021

The ultimate guide to the omnichannel contact center software. Customer care executives should be able to give them the service they anticipate. The use of an omnichannel contact center makes it simple to keep up with the expectations of a modern consumer. What is an Omnichannel Contact Center?

Contact Center 98

Contact Center Omnichannel Social Media Artificial Intelligence 98

Fonolo

MAY 3, 2023

Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. This guide will walk you through everything you need to know in order to understand, measure, and reduce call abandonment in your contact center. What is an Abandoned Call?

Contact Center 75

Contact Center Net Promoter Score Customer Satisfaction Start-ups 75

Fonolo

OCTOBER 15, 2020

Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. #CX Here are seven things your customers want your contact center to know: They want easy solutions. That’s why creating reducing friction in your customer experience is so important.

Contact Center 144

Contact Center Omnichannel Business Growth Technology 144

Hodusoft

MARCH 9, 2023

Optimizing CX with Omnichannel Contact Center in Your E-commerce Business If you’re an e-commerce entrepreneur, this question is for you. Do you think you provide adequate customer experience (CX) to your customers? But just 60 percent of customers agreed. Think again.

E-commerce 52

E-commerce Contact Center Omnichannel CX 52

Ameyo Callversations

JUNE 19, 2022

Cloud Contact Center is a cloud-based software that acts as the intermediary between companies and their customers. The benefits of Cloud Contact Centers are pulling in more and more amount of companies gradually. Here are The Top 10 Benefits of Cloud Contact Centers: 1. Billion in 2020 to USD 36.1

Contact Center 52

Contact Center Transportation Customer Loyalty Social Media 52

Fonolo

AUGUST 27, 2020

What is the primary purpose of a contact center agent? You might say it’s to close sales or solve customer issues, depending on the function of your team. Both are true, but every contact center agent in the world must adhere to creating an exceptional customer experience. I know it’s a lot to take in.”.

Contact Center 135

Contact Center Transportation Construction Customer Loyalty 135

CSAT.AI

APRIL 5, 2023

Customer Experience (CX) : Customer opinion of experience with a brand Customer Journey: The path a customer takes whether in a single purchase or across the entire experience from potential customer to customer to long-term loyalty. Are you ready to evolve your customer support ?

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Customer Service Life

NOVEMBER 18, 2020

Over the course of my career in the contact center, it’s not abnormal for customers to contact us claiming hardship and asking for a credit or an extension on their bill. In one case, a customer lost a family member to COVID and wondered if we might grant a free month of service. A hardship credit.

Contact Center 111

Contact Center Invoicing Finance Customer Loyalty 111

Ameyo Callversations

SEPTEMBER 6, 2022

Irrespective of the industry, successful brands are dedicated to delivering the best-in-class customer service to drive customer loyalty. Interestingly, it means benefiting from a contact center to engage with their customers via different communication channels. What is Contact Center as a Service (CCaaS)?

Contact Center 52

Contact Center Social Media Omnichannel AI 52

VOZIQ

APRIL 15, 2024

Deploying a contact-center agent UI that displays customer risk and revenue opportunities. Implementation of marketing strategies and IT integrations to scale up renewals, and Optimization of financial metrics such as Customer Lifetime Value based on historical data.

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

Hodusoft

JULY 20, 2022

Gartner’s GetApp Names HoduCC a Category Leader in Contact Center Software. It’s pretty exciting to see that HoduSoft has bagged the 6th rank in GetApp’s Category Leader list for contact center software , published by Gartner Digital Markets Report. getapp’s category leader in contact center.

Contact Center 52

Contact Center Social Media Omnichannel Customer Loyalty 52

Hodusoft

AUGUST 3, 2022

7 Ways to Boost Business Revenue with an Omnichannel Contact Center Software. Do you know you can boost your customer retention rate up to 89% by just adopting a powerful omnichannel strategy? A hassle-free and seamless omnichannel experience for your customers is the cornerstone of robust customer service.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

DMG Consulting

AUGUST 16, 2022

Question: How are contact centers and their systems using predictive analytics? Answer: Contact centers utilize predictive analytics in a number of ways to anticipate the probability of future behaviors or occurrences, and their potential impact on the customer and employee experience and bottom line.

Predictive Analytics 48

Predictive Analytics Contact Center Net Promoter Score NPS 48

VOZIQ

DECEMBER 22, 2023

Reston, VA,  December 21, 2023 : VOZIQ AI, a leading provider of Predictive Customer Intelligence Solutions for subscription-based recurring-revenue businesses, is pleased to announce its strategic partnership with AMP Smart to offer AI-enabled proactive customer loyalty solution aimed at maximizing Customer Lifetime Value (CLV).

Customer Loyalty 52

Customer Loyalty AI Artificial Intelligence Machine Learning 52

Bill Quiseng

MAY 29, 2024

Corporate executives and CX influencers have traditionally advocated their business jargon, and their employees and customers have subserviently understood and followed them. For example, business leaders have defined contact centers when customers “contact” them to ask a question or have a problem with a product or service.

Contact Center 147

Contact Center Social Media CX Customer Service 147

CSAT.AI

JULY 10, 2019

Quick take: Channel the brand voice right in your customer service experience by knowing: Company Personality Style Guide Communication Style Customer Base Resolution Style. There are many challenges to outsourcing to a contact center. If you’re a company seeking to outsource your customer service, have a style guide.

Contact Center 69

Contact Center Sentiment Analysis Gaming B2C 69

Taylor Reach Group

JUNE 11, 2018

Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. Below, you will find Call Center Statistics related to the various Contact Center channels.

Contact Center 50

Contact Center Social Media E-commerce VOC 50

Fonolo

AUGUST 24, 2017

We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. Understand Your Customers’ Expectations. Test Your Own Experience.

Contact Center 98

Contact Center Customer Satisfaction Customer Expectations NPS 98

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win. Learn more about Shaun here and here.

Contact Center 121

Contact Center AI Technology Technology 121

Hodusoft

JUNE 2, 2020

With this emerging trend, HoduCC has integrated the communication application (WhatsApp) for better engagement with customers and expand business growth. This integration offers many distinct advantages and features to improve the customer experience for the contact/call centers. Improve Customer Experience.

Contact Center 52

Contact Center Omnichannel Business Growth Customer Loyalty 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Contact Center 246

Contact Center Outlook Gaming Education 246

Fonolo

AUGUST 22, 2019

With more and more choices available to customers, providing quality customer service is more critical than ever. It also offers a possible customer service point of differentiation as utilities’ percentage of FCR have remained relatively flat over the past two years and is currently at 70%. Self-Service Success Rate.

Contact Center 87

Contact Center Customer Satisfaction Customer Loyalty Customer Service 87