Intercom, Inc.

JULY 2, 2020

If you can maximize your team’s productivity, you can help more customers at lower costs. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . In her own words , “When you take care of your customers, the revenue comes.”

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Uniphore

JANUARY 26, 2022

First Name Last Name Email Address Company Name Phone Job Title By submitting your email, you agree that Uniphore may send you industry insights, service updates, and other marketing communications. And with more financial institutions offering remote service options, competition is fierce. You can unsubscribe anytime.

AI 130

AI Finance CX Technology 130

Fonolo

AUGUST 5, 2021

Now that a large percentage of customer service agents are working remotely, it’s never been more important to ensure you have a solid training system in place. What are some common challenges that come with training remote agents? Communication is the main sore spot when it comes to implementing remote training.

Contact Center 159

Contact Center Start-ups Technology Technology 159

Fonolo

JANUARY 19, 2023

Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. Studies by Toister Performance Solutions show that a whopping 74% of agents are at risk of burnout.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Ameyo Callversations

JULY 22, 2021

Until a few years ago, several companies and BPOs treated their contact center division as an entity that managed superior customer service and nothing more or less. According to Microsoft’s State of global customer service report , more than half (58%) of customers choose a brand based on their customer service.

Contact Center 98

Contact Center Social Media Artificial Intelligence Omnichannel 98

Hodusoft

AUGUST 4, 2021

For most of us, the pandemic has been a period of remote work, with in-between visits to the place of work. Majority of the call and contact center organizations in the past have focused on on-site workforce technologies, overlooking remote service as sizable workers reported to the office every day. Cloud-based deployment.

Technology 98

Technology Technology Contact Center CRM 98

Customer Think

MAY 12, 2023

The Covid-19 crisis led to a surge in call volumes and a decline in customer service agents, with incoming calls skyrocketing nearly 300% during the initial months. This prompted businesses to transition 90% of contact centers to remote and hybrid models, while seeking innovative solutions to deliver personalized […]

Contact Center 78

Contact Center Customer Service AI Innovation 78

Fonolo

OCTOBER 7, 2021

That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience. Retail customers have more options than ever to purchase a product — often even the same product! Cyber Monday.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

Fonolo

NOVEMBER 19, 2020

Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity. Call-backs allow your contact center to defer customer calls to a later time, easing the burden off your agents.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Fonolo

AUGUST 26, 2021

Call centers provide a vital service to customers worldwide. An overwhelming majority (76%) of customers prefer phone communication with customer service representatives, as it often provides an immediate solution compared with live chat, email, and social media channels. Remote call center environments.

Real Estate 142

Real Estate Social Media Gaming Contact Center 142

Hodusoft

MAY 11, 2022

The business communication demands are evolving as most companies are shifting towards remote and hybrid work models. PBX systems have always been the solution to this emerging challenge. Before deciding on the most suitable solution for your business, let’s dive into a comparative study. Limited control over the service.

CX 98

CX Government Actionable Insights Omnichannel 98

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. Add remote call center teams. Having a backup remote team when disaster strikes, or at least when unpredictable call volumes rear their heads, brings peace of mind to agents. What is Call Overflow Handling?

Contact Center 128

Contact Center Omnichannel AI Technology 128

Fonolo

NOVEMBER 4, 2021

While this sparked big challenges for contact centers suddenly faced with overwhelming call volumes , it did have an unexpected silver lining around remote work. Additionally, 54% would like to continue to work remotely when the pandemic is over. Remote work is the reality for many industries, including call centers.

Technology 87

Technology Technology Contact Center Artificial Intelligence 87

Hodusoft

FEBRUARY 16, 2022

A Gartner survey suggests 30% of organizations will shift their on-premise contact center operations to remote by 2024. The same report suggests a 60% increase in customer service agents working from home. However, hybrid work comes with an added layer of complexity as the workforce is both remote and on-site.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Hodusoft

MAY 24, 2023

Even though the technology has been around since the 1990s, many call centers and contact centers have started using it not only to authenticate their customers and protect their data but also to improve several call center metrics. As per another study, voice biometrics can cut customer authentication time by more than 90 percent.

Contact Center 52

Contact Center AI Artificial Intelligence Social Media 52

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. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction.

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152

DMG Consulting

JANUARY 29, 2021

Question: What are the mobility capabilities of WFM solutions? And, mobile solutions enable on-site employees to complete self-service activities, view personal, team, and site performance results, and more, when they are not in the contact center. OT/VTO), from their smartphone or tablet.

Contact Center 101

Contact Center Customer Experience 101

Hodusoft

MARCH 29, 2022

The HoduSoft team was enlivened to participate in the event and meet customers personally gathering feedback on our UC products driving them towards further improvement. “We We are elated knowing the impact of our UC products from our customers. Revolutionizing Business Landscape through Visionary UC Products.

Contact Center 98

Contact Center Artificial Intelligence Innovation Actionable Insights 98

Hodusoft

DECEMBER 30, 2021

The multi-tenant IP PBX software (Internet Protocol Private Branch Exchange) is a complete communication and collaboration solution for small, mid-size, and large-scale businesses, providing integrated internet-based telephony. There are many companies around the world using IP PBX solutions. What is Multi-tenant IP PBX Software? .

Omnichannel 119

Omnichannel Technology Technology Gaming 119

Fonolo

DECEMBER 8, 2020

The rapid move to remote work how unprepared contact centers were for the future — even though they should have been. The long lines and endless hold times showed contact center managers that they needed to find better, more efficient ways to deliver customer support — fully opened executives’ eyes to finding a solution.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. Here are five tips to manage your remote customer support agents. Most remote agents enjoy a portable workstation.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

CommBox

JANUARY 26, 2022

You likely won’t be shocked to hear that a lot of us are working remotely right now. In 2022, it is estimated that about 26% of all employees will be full-time remote workers, according to research from Upwork. However, one area that’s undoubtedly still a challenge – for both businesses and employees – is remote collaboration.

Omnichannel 98

Omnichannel Social Media Start-ups Sales 98

Execs In The Know

MARCH 4, 2022

Much of the news about worker shortages has focused on food service and consumer goods, but the labor squeeze is also hurting the customer service function across all major industries. Call center agents are frontline soldiers in any customer service delivery operation. Challenging Conditions. Taking Work Home.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

Hodusoft

FEBRUARY 9, 2022

The industry is looking forward to a new year full of personalized solutions, advanced contact center technology, and conversational AI. Today, the age group of customers is diversified and people across age groups are active on various communication channels such as emails, calls, messaging, chat, and so on. Let’s find out!

Contact Center 98

Contact Center Technology Technology Social Media 98

Logicalware

OCTOBER 30, 2023

They manufacture and distribute high-quality nutritional supplements directly to their customers all over the world.  Cloud Nine: Facilitating a hybrid work environment Back in 2019, Lifeplus found the perfect fit in Puzzel when they needed a cloud-based solution for their agents to work from home. Trustpilot score and a 94.8%

Customer Satisfaction 52

Customer Satisfaction Manufacturing Omnichannel Technology 52

Fonolo

DECEMBER 1, 2022

Some features may come bundled with Call Center Software as a Service (CCaaS) packages. Cloud software is accessed through a web browser and hosted “in the cloud” or on your vendor’s server in a remote location. . Up to 33% of callers say that repeating their information is their biggest customer service pain point.) .

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

Logicalware

FEBRUARY 18, 2024

Delivering on their promise of reliable and effortless customer service In 2022, the Royal Borough of Kingston Council sought a new contact centre provider after experiencing downtime with their legacy system. The solution came swiftly in Puzzel, offering a cloud-based omnichannel platform.

Government 59

Government Omnichannel AI Touchpoint 59

Logicalware

DECEMBER 18, 2023

The holiday season is a time of joy and celebration, but for customer service teams, it’s also a time of increased stress and demand. It involves juggling various aspects, including updating your website, managing agents working remotely, and optimising self-service options.

Customer Service 52

Customer Service Customer Experience Omnichannel CX 52

Execs In The Know

JUNE 14, 2023

With the increasing number of employees working from home or remotely, both domestically and internationally, ensuring data security and workplace privacy has become even more paramount. This blog post will explore some best practices for maintaining security for remote employees, with a focus on data security and workplace privacy.

ML 52

ML Artificial Intelligence Education AI 52

Fonolo

APRIL 18, 2023

Real-time agent assist helps agents understand customers’ emotions. Chatbots and call-backs create rewarding self-service experiences for customers. These tasks include data entry, order processing, and remote agent monitoring, where a computer scans for internet outages or other workflow interruptions.

Contact Center 81

Contact Center Machine Learning Sentiment Analysis Data Entry 81

Intercom, Inc.

DECEMBER 21, 2020

Alongside posts on the thinking behind our latest products and features, we also published essays and podcasts about the challenges posed by the pandemic , how we made the transition to remote work , how we thought about diversity and allyship , and more. The subtle nuances of remote communication. remote conversations.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

Shep Hyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. But what about the employees’ needs? Make it easy.

Customer Experience 116

Customer Experience AI CX Technology 116

Hodusoft

FEBRUARY 24, 2022

By choosing the right call management system you can reach out to stakeholders and customers, at the right time and in the right way. An IP PBX system has all the functionalities as traditional PBX, and added features such as shared voicemail, custom extensions, call recording, call hold, transfer, and so on. Reduces IT costs.

Finance 98

Finance Start-ups Technology Technology 98

Helpt

JANUARY 16, 2024

Outsourcing is a strategic move that aligns with the need for efficient, responsive support, crucial for sustaining customer satisfaction and staying competitive in a fast-paced market. This model typically means that your tech support needs are managed by a provider who may not be located on your premises, often operating remotely.

Customer Satisfaction 52

Customer Satisfaction Business Operations Customer Relationship Business Growth 52

Ameyo Callversations

MARCH 15, 2022

Within the contact center industry, remote work is emerging as an opportunity and a challenge, with supervisors having to adjust to the new norm and adapt strategies. While just a few years ago only 6% of employees worked from home , now more than 77% of service firms are planning on enhancing work from home infrastructures long term.

Contact Center 52

Contact Center Compliance Government Technology 52

Fonolo

FEBRUARY 17, 2022

Though customers should be the key focus of all call centers, agents are the driving behind-the-scenes force who ensure these customers enjoy a timely, empathetic, and efficient experience. After all, happy agents lead to happy customers and, ultimately, award-winning customer experience. . An added bonus? Still confused?

Contact Center 87

Contact Center Social Media Start-ups Technology 87