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

Inside Customer Service

OCTOBER 6, 2022

Average handle time, or AHT, is an important metric in contact centers. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff. One of those experiments revealed an unexpected solution.

Contact Center 195

Contact Center Scorecard Start-ups Customer Service 195

DMG Consulting

APRIL 8, 2024

AI-Enabled WFM Promotes Efficiency and Flexibility View this article on the publisher’s website. Artificial intelligence (AI), automation, and the need for new capabilities to address asynchronous and digital interactions are driving a welcome transformation of these solutions. These solutions were identified by 37.5

AI 48

AI Contact Center ML Artificial Intelligence 48

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. And in today’s market, there’s no shortage of solutions to choose from. As technology gets smarter and more intuitive, so does the contact center that benefits from it. Still unsure where to go from here?

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Hodusoft

APRIL 1, 2024

HoduCC Named Category Leader in 2024 GetApp Awards GetApp, a trusted online platform facilitating businesses in selecting the most suitable software solutions, has named HoduCC as one of the recipients in the 2024 GetApp Awards. This not only boosts efficiency but also enhances the overall customer experience.

Contact Center 52

Contact Center Social Media Innovation Customer Satisfaction 52

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively.

Contact Center 246

Contact Center Education AI Start-ups 246

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

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. The Ultimate Playbook for Contact Center Automation Download Now 3. Solution delivery should be agile Stay nimble and set yourself up to adapt quickly when changes occur. A faster ROI.

Contact Center 147

Contact Center Start-ups Gaming CX 147

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. Ultimately, understanding customer needs and preferences is pivotal.

Contact Center 69

Contact Center AI Technology Technology 69

Intercom, Inc.

JULY 6, 2022

This two-way SMS solution means customers can ask questions and give feedback in the most convenient way, at the most convenient time. Discover what you can do with 2-way SMS, including sending promotional messages, re-engaging your customers, and much more over at our help center. The fastest, most powerful Inbox designed for scale.

Start-ups 210

Start-ups Customer Retention 210

Hodusoft

NOVEMBER 29, 2023

HoduSoft Shines Bright with Omnichannel Excellence Award at NXTGEN BPO CONFEX 2023 HoduSoft has been awarded the prestigious “ Omnichannel Excellence in Contact Center Solutions ” award at the NXTGEN BPO CONFEX & AWARDS 2023 in recognition of its outstanding service in the field of contact center solutions.

Omnichannel 52

Omnichannel Contact Center Social Media Innovation 52

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Compliance Social Media AI 52

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

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. Invest in the Right Contact Center Software.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Uniphore

OCTOBER 21, 2021

This empowers contact center agents to deliver highly effective, personalized and empathetic interactions. Digital transformation is key to contact centers providing the ultimate modern day customer service experience and how conversations are handled during the entire customer journey — pre, during and post interaction.

Contact Center 189

Contact Center AI Education Healthcare 189

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. The occasional call spike is hardly cause for concern — however, if your call center agents are struggling to manage daily volumes , you risk a lot more than a few abandoned calls. Focus on First Contact Resolution.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Intercom, Inc.

MAY 13, 2022

Call centers have historically been a popular way to offer that support by employing customer service representatives to assist both inbound and outbound queries from existing and potential customers over the phone. How do call centers work? That’s what’s known as a virtual call center.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. What are cloud-based contact centers?

Contact Center 98

Contact Center Finance Omnichannel Customer Relationship Management 98

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

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? Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option. Let’s get started.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Fonolo

OCTOBER 14, 2021

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. The Executive Guide to Improving 6 Call Center Metrics. What is cost per contact? It’s safe to say that a low cost per contact indicates call center efficiency and generally predicts success.

Contact Center 159

Contact Center Customer Satisfaction Start-ups Technology 159

Fonolo

MAY 20, 2021

Here, we’ll look at how to best handle escalations in a contact or call center to ensure your customer feels satisfied, and to learn more about how you can improve your company’s operations. The Contact Center Playbook for Improving Customer Satisfaction. What is an escalation in a contact center?

Contact Center 148

Contact Center Customer Satisfaction Customer Service Technology 148

Fonolo

JULY 29, 2021

Call center employees wear many hats! While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success. How to Foster Agent Engagement in a Hybrid Contact Center. Communication skills.

Contact Center 174

Contact Center Customer Satisfaction Start-ups Technology 174

Hodusoft

MARCH 24, 2022

The Future of customer service is the Omnichannel Contact Center. Regardless of how the customers contact you, they expect to have their issues resolved on time. An omnichannel solution for contact centers is the perfect solution to meet these requirements.

Contact Center 105

Contact Center Omnichannel Customer Service Customer Expectations 105

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. But stressful industries like contact centers stand out. Why Does Call Center Retention Matter? The numbers are sobering.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Hodusoft

NOVEMBER 22, 2023

Increase ROI of BPO with Omnichannel Contact Center Software Excellent customer service is just as important as excellent marketing efforts. They must be provided with efficient tools for managing their jobs easily and effectively. One such tool is omnichannel contact center software.

Contact Center 52

Contact Center Omnichannel Compliance Social Media 52

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services.

Contact Center 52

Contact Center Finance Social Media Artificial Intelligence 52

Hodusoft

MARCH 21, 2024

Navigate with HoduSoft BPO or business process outsourcing is a dynamic world where businesses find efficient solutions beyond their walls. They need a solution that can help them deal with challenges effortlessly and maintain their repute in the market. Don't Let Challenges Sink Your BPO! from 2021 to 2028. Let’s get started.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Execs In The Know

FEBRUARY 29, 2024

Navigating Uncertainty with Human-Centered Design In a world where change is relentless and technology investments often outpace organizational readiness, uncertainty in our space looms large. That’s where human-centered design comes in. Contact center agents are tasked with learning seven tools, on average, to do their job well.

CX Transformation 99

CX Transformation CX VOE AI 99

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. The State of the Contact Center in 2020. Happier customers.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Customer Think

APRIL 11, 2023

Decades-high inflation and concerns of a recession have business leaders looking for ways to pursue cost-efficient growth in 2023. AI-driven automation can be a solution. Specifically, utilizing AI automation platforms in contact centers can drive down costs and improve customer experiences.

Contact Center 98

Contact Center AI Customer Experience Technology 98

Zendesk

MARCH 1, 2024

Intelligent call routing (ICR) is a refined telecommunications technology that efficiently directs incoming calls based on various factors, such as the caller’s needs and agent availability. Improves first contact resolution Intelligent call routing revolutionizes first contact resolution by ditching the one-size-fits-all approach.

Customer Satisfaction 52

Customer Satisfaction Healthcare AI Contact Center 52

Fonolo

AUGUST 31, 2021

Some companies have long contact pages, with hundred phone numbers linking to every department or important person. A call routing system is the industry standard solution to this. To customers, this is known as your run-of-the-mill call center phone menu. The Contact Center Guide to Managing Spikes in Call Volume.

Contact Center 152

Contact Center Customer Satisfaction Sales 152

Fonolo

APRIL 11, 2023

Looking for ways to optimize your call center queue management and improve customer satisfaction? 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! If not, you probably should be! Customers hate waiting on hold.

Contact Center 81

Contact Center Social Media Social Listening Customer Satisfaction 81

Shep Hyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience Management 129

Customer Experience Management Contact Center Customer Experience Engineering 129