Fonolo

MARCH 21, 2024

Contact center managers know that virtual queuing technology is essential to keeping operations running smoothly. Without it, mayhem would quickly ensue when calls come rushing into your contact center without any way to prioritize them or create order. 7 Tips for Contact Center Professionals 1.

Contact Center 75

Contact Center Technology Technology Customer Satisfaction 75

Fonolo

APRIL 25, 2023

It improves your CSAT scores, supports your agents and helps smooth out call spikes in the contact center. Top 7 Problems Fonolo Call-Backs Can Solve If you work in a contact center, chances are you are familiar with the traditional way to use call-backs. Now voicemail has become a fully-fledged game of phone tag.

Contact Center 95

Contact Center Gaming Start-ups Technology 95

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer.

Contact Center 142

Contact Center CX Gaming AI 142

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. We’ve identified the top 10 RPA implementation best practices to help you get the most out of these game-changing tools. The Ultimate Playbook for Contact Center Automation Download Now 3.

Contact Center 147

Contact Center Start-ups Gaming CX 147

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

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.

Contact Center 148

Contact Center Management Consulting Gaming Innovation 148

Customer Service Life

DECEMBER 4, 2020

Working for a software company, our contact center is all but dead on Black Friday — and that’s been the case for most of my career in the contact center. 3 tips to thrive amid contact center peaks. The busy seasons so easily throw the contact center, and the staff, out of balance.

Contact Center 138

Contact Center Engineering Gaming Retail 138

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Pay Attention to Your Customers When They’re Talking Supercharging your CX game starts with paying close attention during calls. It’s a transferrable skill that can be practiced, taught, and learned.

Contact Center 87

Contact Center Customer Satisfaction Healthcare Start-ups 87

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Read All the Contact Center Trends Here: Contact Center Trends 2021.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. We’ve got eight essential tips so you can start improving your contact center today.

Contact Center 148

Contact Center Social Media Start-ups Technology 148

Fonolo

DECEMBER 1, 2022

With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . But how do you buy the call center software and choose from the countless options in a very competitive marketplace? billion in 2022 to US $93.7

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

Fonolo

MAY 4, 2021

Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors. Budget-conscious center managers are struggling to up their CX game while managing the cost of upgrading their operations. The ROI of Call-Backs for Your Call Center. The result?

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152

Customer Think

AUGUST 12, 2023

In the fast-paced world of contact centers, making informed decisions is crucial for success. With the abundance of data available, leveraging it effectively can be a game-changer. Enhancing your data-driven decision-making skills is a must for contact center leaders.

Contact Center 52

Contact Center Gaming 52

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Technology Social Media 98

Customer Service Life

FEBRUARY 28, 2023

I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process. It’s at this point in the meeting that they reveal the millions of metrics available to any contact center leader who adopts the platform.

Contact Center 83

Contact Center Scorecard Customer Satisfaction Gaming 83

DMG Consulting

DECEMBER 1, 2020

2020 Contact Center Retrospective. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Surprisingly, contact centers were some of the most successful in getting their employees home and back in operation. Bottom Line.

Contact Center 100

Contact Center Artificial Intelligence Retail Government 100

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. CCaaS is the acronym for Contact Center as a Service. That resulted in the innovation of cloud-based contact center software.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Fonolo

MARCH 30, 2020

Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. Managing Remote Contact Center Agents. Here are 5 tips on managing your virtual call center team.

Contact Center 133

Contact Center Start-ups Gaming Technology 133

Fonolo

NOVEMBER 21, 2017

It’s been a very busy year for acquisitions in the contact center space. Below is a list of the contact center acquisitions that we think were the most impactful in 2017. in 2014, and Oaisys soon after… all contact center companies! ConvergeOne is the dominant force in that game right now.

Contact Center 129

Contact Center Gaming Technology Technology 129

CSAT.AI

JUNE 29, 2022

Agents learning to perform at the industry comparable level of a guitar legend is supported by effective contact center agent feedback. Not all contact center agent feedback is equal though. Consider using the following nuanced elements to up your feedback game. Feedback is Wanted. 1) Empathy and Expectation.

Contact Center 81

Contact Center Construction AI NPS 81

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

Ameyo Callversations

NOVEMBER 16, 2021

In a digital-first post-pandemic world, exceptional customer experience has become a priority without stepping out, and organizations are paying close attention to making it happen with inbuilt AI technologies in contact and cloud centers. trillion of business value, and customer experience will become the center of this hike.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

Fonolo

FEBRUARY 1, 2018

We already know how monotonous a call center agent’s role can be but, by making the training process exciting and fun, you’re creating a better environment for everyone. Remember, it’s not just the initial training that’s important; creating a culture of continuous learning is also essential to the success of your contact center.

Contact Center 92

Contact Center Gaming Start-ups Customer Feedback 92

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software? Let’s understand multi-tenant contact center software with an example.

Contact Center 52

Contact Center Customer Service CRM Social Media 52

Fonolo

JUNE 10, 2021

While there are plenty of ways to engage call center agents, there is one low-cost, fun way to boost motivation and general satisfaction with your employees – games! How to Foster Agent Engagement in a Hybrid Contact Center. Why do games help call center agent engagement? They bring your team together.

Gaming 91

Gaming Contact Center Sales Sports 91

DMG Consulting

FEBRUARY 13, 2023

Question: Can contact center systems be used in other departments? Contact centers have been ideal prospects for solutions such as workforce management (WFM), real-time guidance (RTG), knowledge management, and gamification because of the many agents who experience great benefits from these applications.

Contact Center 48

Contact Center Artificial Intelligence Gaming AI 48

Customer Think

JANUARY 6, 2023

Companies have been navigating increasingly complex workplace environments and volatile macroeconomics for several years. Now, we find ourselves facing yet another challenge with a potential economic slowdown.

Contact Center 64

Contact Center Gaming 64

CSAT.AI

APRIL 5, 2023

G-K Gamification: Use of gaming style methods to encourage or guide certain customer or agent behaviors. The post Customer Service Dictionary: Important Definitions In The Contact Center appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. The e-commerce contact center has been realized as one of the most powerful tools in this battle. The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Fonolo

AUGUST 27, 2020

What is the primary purpose of a contact center agent? Both are true, but every contact center agent in the world must adhere to creating an exceptional customer experience. ” Every contact center agent will inevitably run into customers who are asking for something that you cannot do for them.

Contact Center 135

Contact Center Transportation Construction Customer Loyalty 135

Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. The game is over. The game is over. How to Reduce Contact Center Costs AND Improve Customer Service. Who should watch: VPs & Directors of Contact Centers. How can we make this more concrete?

Contact Center 98

Contact Center CRM Gaming Customer Service 98

Taylor Reach Group

OCTOBER 31, 2021

Halloween, the night of the dead, the end of all things, whatever you call it, this time of year with the harvest behind us and the ghouls and goblins; not to mention Squid Game characters who have now darkened our door; can be a frightening time. The much-ballyhooed Hybrid work environment presents challenges for contact center operators.

Contact Center 65

Contact Center Government Gaming Technology 65

DMG Consulting

MARCH 10, 2023

5 Applications to Boost Contact Center Performance in a Tough Economy View this article on the publisher’s website. As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Gamification.

Contact Center 48

Contact Center Artificial Intelligence Actionable Insights CX 48

Hodusoft

JANUARY 4, 2023

The CSAT: Measuring Customer Satisfaction in a Contact Center. For every complaint a contact center receives, there are around 26 clients who are dissatisfied with the service but prefer not to express their displeasure. This is one example of a CSAT in a contact center. CSAT for a contact center.

Contact Center 52

Contact Center Customer Satisfaction Net Promoter Score NPS 52

Ameyo Callversations

JULY 6, 2022

Here comes the future: Contact Centers that help gain those skills. Technology is best when it brings people together; the future of work at contact centers seems highly bright here. Contact centers set by the companies can do this interaction and communication. What is Driving the Need for Contact Centres

Contact Center 52

Contact Center Artificial Intelligence Technology Technology 52

Taylor Reach Group

MAY 14, 2019

There was a time where video games were purchased, played and completed with no reason to interact with their creators. Post-purchase interaction with the game developers or publisher was limited to a P.O. Gone are the days when you bought a game, took it home, played it until it was done and then moved on to something else.

Gaming 121

Gaming Customer Service Legal Customer Experience 121

CSAT.AI

JULY 10, 2019

There are many challenges to outsourcing to a contact center. What about the company that outsources their contact center needs but still wants a seamless experience? Choosing a contact center or a customer service consultant, like The Workforce Pro , that makes learning brand personality a priority is vital.

Contact Center 69

Contact Center Sentiment Analysis Gaming B2C 69