Execs In The Know

MARCH 9, 2023

We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments That Matter with the Execs In The Know community. Customer Shop Talks Customer Shop Talk sessions are small, industry-expert-led discussions on a laser-focused topic.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Zendesk

FEBRUARY 29, 2024

Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Route Route (Support) is at the forefront of enhancing the post-purchase journey, offering unparalleled protection and convenience to both brands and their customers.

E-commerce 52

E-commerce Sentiment Analysis Compliance AI 52

Fonolo

SEPTEMBER 24, 2020

Credit unions typically have much higher customer satisfaction scores compared to other financial institutions. The hard truth is that credit unions will continue to lag behind the big banks (and even new entrants to the marketplace) because their technology isn’t meeting customer expectations. Who should attend: .

Social Media 109

Social Media Contact Center Technology Technology 109

Fonolo

SEPTEMBER 29, 2020

Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. The rest of the marketplace has followed suit; the average budget allocated to customer service and support has grown substantially in the last few years. Stop making customers call you!

Customer Experience 141

Customer Experience Contact Center Touchpoint CX 141

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

Hodusoft

SEPTEMBER 23, 2021

I’m grateful to our customers and partners for their unwavering support. Within a short span of 6 years, HoduSoft has earned over 200+ customers across 34 countries spread across 6 continents. HoduCC is the brand name for HoduSoft’s flagship product – Call and Contact Center software. HoduPBX – IP PBX Software.

Contact Center 97

Contact Center Innovation Technology Technology 97

Shep Hyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Consider the opening stats.

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

Win the Customer

SEPTEMBER 19, 2014

US-based companies spend more than $300 billion every year on outsourced contact center services. Outsourcing has come light years from what most people imagine and contact center services providers often are the key to helping small and mid-sized organizations compete in the global marketplace.

Customer Service 141

Customer Service Contact Center Technology Technology 141

Fonolo

OCTOBER 25, 2022

Call centers need all their parts in order to run smoothly. Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. What’s more, absenteeism is known to impact call center KPIs — in other words, this could be the root cause of performance issues for your team. Abandonment rate.

Contact Center 81

Contact Center Sports Start-ups Technology 81

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

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. But comparing and purchasing call center monitoring software isn’t as simple as it may seem.

Contact Center 210

Contact Center CRM Technology Technology 210

Zendesk

AUGUST 3, 2022

The highly competitive landscape creates challenges for fintechs who want to attract customers away from traditional financial service providers. That’s why fintech leaders are investing in delivering exceptional customer experiences—wherever their customers are, and whenever they reach out.

CX 98

CX Omnichannel Start-ups Customer Service 98

Hodusoft

JANUARY 18, 2022

The Auto Dialer Software market size 2022 is anticipated to experience significant growth over the next few years due to the unique growth patterns, potential, and promise for the marketplace. Preview dialers are a fantastic choice to use for calls that are likely to need unique customer data. Evolving call centers.

E-commerce 105

E-commerce Hospitality Hospitality Education 105

Fonolo

FEBRUARY 12, 2019

Here’s what we know: In the call center industry, it feels as though there is a carousel of new and emerging call center trends forever in rotation. In the call center industry, something big is trending: Call-backs. In the call center industry, something big is trending: Call-backs. Call Me Back!

Contact Center 67

Contact Center Technology Technology CX 67

Fonolo

JANUARY 29, 2019

We have 17 gifts for you today, or rather, 17 intriguing facts about call centers! You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). This is listed by 34% of U.S.

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

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

MattsenKumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

Execs In The Know

FEBRUARY 18, 2023

To get agents on the phones as soon as possible, contact centers can use call coaching software to support this ramp period. How to Choose Your Call Coaching Software The marketplace for call coaching software is vast with a variety of offerings and specialties. Do your research to understand which option is the best for you.

Contact Center 52

Contact Center Compliance Start-ups Sales 52

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Messina says the experience made him feel different qualitatively.

AI 166

AI Social Media Artificial Intelligence CX 166

Execs In The Know

APRIL 27, 2021

The best quality assurance programs are designed to keep customer service agents informed about the standards they should be striving to meet, the steps they can take to improve, and how they’re doing on an ongoing basis. After all, most customers today believe great customer experiences start with great interactions with employees.

Net Promoter Score 98

Net Promoter Score Contact Center Construction Customer Loyalty 98

Totango

MARCH 6, 2020

Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. Your customers speak to you in all manner of ways beyond a direct Q&A format. What is VoC?

Voice of the Customer 93

Voice of the Customer VOC Social Media Actionable Insights 93

Fonolo

AUGUST 15, 2017

Talkdesk rose quickly from humble origins to make big waves in the call center space. For example, it was thought that the core capabilities of call centers (queuing and routing voice calls at high volume) were “tough” problems to solve. Having a Marketplace is “Table Stakes”. Talkdesk launched a marketplace for add-ons in May.

B2B 52

B2B Contact Center NPS Customer Satisfaction 52

Hodusoft

NOVEMBER 10, 2020

In today’s competitive marketplace, predictive dialer has become an essential need for most businesses or organizations. The days are gone when the representatives at contact centers were using manual dialing machines to dial in the numbers and call the customers. Well, a predictive dialer works exactly like its name.

Contact Center 52

Contact Center Customer Satisfaction Sales 52

Fonolo

JUNE 6, 2018

If you have ever belonged to a handful of LinkedIn Groups, or just one, your experience was probably alternately positive and negative; this reflects its reputation in the marketplace, too. State of the Union’ analyses of call center technology. Annual news roundups on call center earnings. The end goal?

Contact Center 75

Contact Center Engineering Technology Technology 75

Shep Hyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. 2023 will be all about customer lifecycle management (CLM). They share their top 5 unified communications predictions for 2023.

AI 65

AI Contact Center Technology Technology 65

Experience Investigators

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers. Never dealing with customers.

Customer Experience 98

Customer Experience Contact Center Close the Loop Invoicing 98

Execs In The Know

SEPTEMBER 29, 2023

The September Execs in the Know Customer Response Summit held a clear focus: ‘Learn, share, network, and engage to innovate.’ So, what sets it apart, and how can it be leveraged to enhance customer interactions? Conversational AI tools offer numerous advantages to a company, staff, and customers. Let’s dive in.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Execs In The Know

MARCH 22, 2023

There is not an end destination at GoodLeap; we use a continuous improvement mindset to constantly look for ways to optimize these variables.” Paul Brandt Chief Experience Officer Pg. Jasmyn Haas Vice President, Experience Pg. April Obersteller Director of Global Experience: EX + CX Pg.

CX 52

CX Contact Center Start-ups Education 52

Fonolo

MAY 31, 2019

Contact center managers are, at their core, problem-solvers. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. What happens when call volume gets out of control in your contact center? This guide will tackle those questions, and more, head on! .

Contact Center 57

Contact Center Customer Expectations Technology Technology 57

Fonolo

AUGUST 1, 2017

Customer satisfaction, otherwise known as CSat (when referring to the contact center), indicates overall customer happiness. If your business is experiencing low customer satisfaction scores you might be left scratching your head and asking “Why?” Making the Most of Customer Feedback. Plus So Much More!

Net Promoter Score 59

Net Promoter Score Contact Center NPS Customer Satisfaction 59

Zendesk

MAY 4, 2021

One of the best ways to differentiate in the competitive ecommerce world is to offer a better digital customer experience. Out-of-the-box integrations power ecommerce experience. As a lifestyle brand with a large following and its own line of athletic gear, Spartan Race has customers in more than 30 countries. In the U.S.

E-commerce 96

E-commerce Retail Sales Customer Satisfaction 96

Fonolo

MARCH 28, 2019

Contact center managers are, at their core, problem-solvers. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. What happens when call volume gets out of control in your contact center? This guide will tackle those questions, and more, head on! .

Contact Center 52

Contact Center Customer Expectations Technology Technology 52

Fonolo

SEPTEMBER 26, 2019

Like most companies competing in the modern marketplace, the financial industry is subject to spikes in call volume due to seasonality. Despite the increased offering of digital channels for handling customer service requests, surges in call center activity for financial institutions are a regular occurrence.

Contact Center 52

Contact Center Social Media Customer Loyalty Gaming 52

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience.

Customer Feedback 83

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 83

Hodusoft

MARCH 8, 2019

Ecommerce sites are notorious when it comes to customer support. It is a take it or leave it approach and it is not surprising that ecommerce sites have higher rates of customer churn. Ecommerce sites can do much better if they simply opt for better communication software that assures customer delight.

E-commerce 40

E-commerce Contact Center CRM Sales 40

Hodusoft

JANUARY 13, 2022

With the marketplace now growing each day with new VoIP products makers, you have plenty of options to select your preferred vendor from. Cloud Contact Center software. A cloud contact center software is hosted over the internet, which takes minimum time to place and involves minimum outspoken capital.

Contact Center 52

Contact Center Technology Technology Omnichannel 52

Fonolo

JUNE 27, 2019

Regardless, one of the main challenges during this time period is communication, with the cumulative call center volume in the federal marketplace totaling more than 14,569,000 in 2016 alone, according to the Centers for Medicare & Medical Services. They are bound to have questions for call center agents. That’s easy.

Healthcare 57

Healthcare Retail Start-ups Customer Relationship 57