Fonolo

FEBRUARY 2, 2023

In the call center world, efficiency is the name of the game. Customers are looking for faster results without sacrificing quality of service. Call center automation software is essential to accomplishing this goal. What is Call Center Automation? Is your business up to the challenge? Read on to find out!

Contact Center 140

Contact Center Sentiment Analysis AI Machine Learning 140

Inside Customer Service

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? That spells trouble for contact centers. But becoming customer-focused is a long journey.

Contact Center 212

Contact Center Start-ups Customer Service 212

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Intercom, Inc.

OCTOBER 1, 2022

A customer self-service offering is key to empowering customers with information while also reducing the burden on customer service professionals. Plus, they build trust by demonstrating the breadth of a brand’s knowledge to its customers and prospects. What is a customer self-service portal?

Machine Learning 104

Machine Learning Customer Satisfaction Omnichannel AI 104

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. Improve the Customer Journey.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Fonolo

JANUARY 26, 2023

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. The industry players are bigger and more intimidating, and the customers are more demanding. They discuss the importance of driving employee engagement and by extension, customer satisfaction. “I

Contact Center 126

Contact Center CX NPS Start-ups 126

Fonolo

MARCH 7, 2023

Today’s customers are a demanding bunch. If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. That’s where self-service comes in. The low-hanging fruit was picked long ago.

Social Media 87

Social Media AI Technology Technology 87

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0 percent and 50.0

AI 48

AI Contact Center ML Artificial Intelligence 48

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. Understand Customer Behavior.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Intercom, Inc.

JULY 26, 2022

Call deflection is a technique used to redirect a portion of your incoming customer service calls to digital support channels in order to reduce the burden on your call center employees. Research shows giving customers the option of digital support can reduce call center call volumes and operating expenses by as much as 25-30%.

Net Promoter Score 118

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 118

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Intercom

NOVEMBER 16, 2023

With AI and chatbots handling more and more support conversations, it might seem like help centers are becoming obsolete. Not only that, but unintuitive, inflexible help center tools can erode your team’s morale and productivity. Here are some of the highlights.

AI 87

AI Engineering Customer Service Start-ups 87

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. You may have used 80/20 service levels in your operations! Contact center managers know that SLAs are essential for defining and measuring success for their businesses. Is 80/20 Right for My Contact Center? No one wants that.

Contact Center 81

Contact Center Social Media Construction AI 81

Inside Customer Service

MAY 13, 2021

Two contact center leaders recently contacted me about the same issue. Their contact center was getting overwhelmed with volume. Irritated customers were at risk of leaving. Overwhelmed contact center agents were at risk of quitting. I've been there as a contact center manager. Long wait times increased complaints.

Contact Center 147

Contact Center Start-ups Entertainment Social Media 147

Fonolo

NOVEMBER 24, 2022

What’s motivating your contact center? Perhaps you have an established set of goals and objectives for your call center operations — but when was the last time you updated them? You could conduct some competitor research to get some ideas, but before you do, it’s helpful to identify your call center type.

Net Promoter Score 147

Net Promoter Score Contact Center Customer Satisfaction Customer Retention 147

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023.

Contact Center 147

Contact Center Start-ups Education Customer Satisfaction 147

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. Check it out!

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What Do Customers Value in CX? Friendly service.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Fonolo

APRIL 18, 2023

Is your contact center staying on top of advancements in AI and automation ? Real-time agent assist helps agents understand customers’ emotions. Chatbots and call-backs create rewarding self-service experiences for customers. Chatbots and call-backs create rewarding self-service experiences for customers.

Contact Center 81

Contact Center Machine Learning Sentiment Analysis Data Entry 81

Fonolo

APRIL 11, 2023

Looking for ways to optimize your call center queue management and improve customer satisfaction? Customers hate waiting on hold. PRWeb reports that 32% of customers are not willing to wait on hold at all. And 69% of customers say they’ve abandoned a brand after a single bad customer service experience.

Contact Center 81

Contact Center Social Media Social Listening Customer Satisfaction 81

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. What Are the Elements of Call Center Motivation?

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. READ THE FULL GUIDE: Contact Center Trends 2023. (It

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. 1 Develop Your Contact Center Managerial Skills .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Fonolo

APRIL 25, 2023

Using call-backs to eliminate hold time for your customers is an easy win! 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.

Contact Center 95

Contact Center Gaming Start-ups Technology 95

Taylor Reach Group

FEBRUARY 12, 2020

Self-service has been employed for more than 30 years to allow customers to serve themselves. Technology is a tool, and there is a lot of good technology out there that can underpin successful self-service. How will we escalate to an agent when the bot cannot discern the customers’ intent?

AI 120

AI Artificial Intelligence Technology Technology 120

Fonolo

SEPTEMBER 7, 2021

When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. It’s also a chance to set the bar for overall customer satisfaction. The Contact Center Playbook for Improving Customer Satisfaction.

Contact Center 158

Contact Center Customer Satisfaction Customer Service Customer Experience 158

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? We call it the ‘golden rule’ of customer service.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Fonolo

MAY 4, 2021

Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. The ROI of Call-Backs for Your Call Center. The result?

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. That’s where human-centered design comes in.

CX Transformation 99

CX Transformation CX VOE AI 99

Fonolo

JUNE 22, 2023

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. Read on for a crash course! What is Visual IVR?

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

Fonolo

APRIL 27, 2021

Call center managers and agents know that a high volume of inbound customer calls can make or break a business day. During pandemics and other moments of crisis, call center agents are inundated with overwhelming spikes in call volume. The Contact Center Guide to Managing Spikes in Call Volume.

Contact Center 128

Contact Center Omnichannel AI Technology 128

Execs In The Know

FEBRUARY 21, 2024

AI-driven hyperautomation for the enterprise looks like the current state of self-driving cars. A Poster Child: Customer Support Customer Support is a great example of a people-intensive enterprise process that could benefit from AI-driven hyperautomation. This helps you get to the optimal state.

Contact Center 98

Contact Center AI Healthcare Start-ups 98

Fonolo

APRIL 18, 2023

Is your contact center staying on top of advancements in AI and automation? Free Download: Automation Strategies to Future-Proof Your Contact Center New KPIs offer next-level insights into operations. Real-time agent assist helps agents understand customers’ emotions.

Contact Center 67

Contact Center Machine Learning Sentiment Analysis Data Entry 67

Shep Hyken

JULY 26, 2022

Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. Human-centered AI is not just about resolving the issue.

Real Estate 127

Real Estate AI Customer Service Technology 127