Hodusoft

MARCH 22, 2024

This quote reinforces a stat released by Deloitte which found out high-quality customer experience (CX) can reduce as much as one-third of the cost of serving customers. When customers experience better quality of service, they are four times more likely to refer a friend and five times more likely to buy again, reveals recent data.

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

Zendesk

MARCH 11, 2024

Download the rest of this free infographic to find out how Zendesk customers have benefited from Zendesk Workforce Management (WFM) and Quality Assurance (QA) solutions, such as enhanced agents productivity, lower service costs and higher ROI.

AI 52

AI 52

Zendesk

MARCH 13, 2024

With Zendesk AI, Ultimate, and the company’s AI-powered Workforce Engagement Management solutions, Zendesk offers the only complete CX platform that elevates customer experiences, manages service quality, and accelerates business growth. To learn more about Ultimate, visit ultimate.ai.

AI 138

AI CX Business Growth Innovation 138

Execs In The Know

JANUARY 9, 2024

Myth 1: Loss of Control and Quality Fact: One of the most prevalent misconceptions about BPO is the fear of losing control over crucial processes and the subsequent decline in service quality. Established BPO partnerships often lead to improved quality through streamlined processes and access to skilled professionals.

Finance 93

Finance Innovation Customer Service Customer Experience 93

Uniphore

JULY 1, 2021

We wanted to get an unfiltered, insider look into how contact center employees view their roles, what their pain points are, and what solutions they feel could help them consistently deliver great customer experiences. Kumaran Shanmuhan, Chief Growth Officer at Jacada.

Social Media 218

Social Media Contact Center Customer Experience CX 218

Inside Customer Service

FEBRUARY 8, 2024

The steps also promote quality. I recently spent an hour watching a manager interact with employees at In-N-Out. The manager also demonstrated the steps of service with guests, so employees had a good role model to follow. Developing service standards from Managing a Customer Service Team by Jeff Toister

Contact Center 220

Contact Center Retail Customer Service Start-ups 220

Helpt

APRIL 8, 2024

Round-the-clock support has become a standard rather than a luxury, and businesses are expected to deliver high quality service at all times. Each service addresses distinct facets of technical support needs by ensuring that end-users receive not just timely assistance, but solutions rooted in deep technical knowledge and understanding.

Customer Satisfaction 52

Customer Satisfaction Business Operations Technology Technology 52

VOZIQ

APRIL 15, 2024

VOZIQ AI’s AI Center of Excellence (ACE) to work as an extension of the Hawx team to manage the AI solution, improve the retention metrics and grow business value by improving customer lifetime value.

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

Comm100

APRIL 22, 2024

Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. Acknowledging and understanding these challenges is critical as it lays the foundation for developing tailored solutions that significantly enhance agent productivity.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction AI 52

Helpt

FEBRUARY 27, 2024

Just like in D&D, success in the world of Managed Service Providers (MSPs) goes beyond technical expertise. The Power of the Invisible: Defining Soft Factors in MSPs Let’s start with a definition: soft factors encompass a range of intangible qualities that influence an MSP's overall success.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

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. Research shows that 86% of agents feel they don’t have the resources or the authority to deal with customers effectively, which hurts productivity and service quality.

Customer Experience Management 129

Customer Experience Management Contact Center Customer Experience Engineering 129

Comm100

MARCH 14, 2024

This scalability makes them a cost-effective solution for managing large-scale customer service operations without compromising quality or efficiency. Dependent on quality data: When exploring chatbot pros and cons, it would be remiss not to mention the importance of bot training.

Customer Service 88

Customer Service Compliance AI Customer Satisfaction 88

Intercom, Inc.

JULY 13, 2021

Align with job levels for product management , engineering, and related roles. Solution: We now show how to earn high ratings and promotions. Our managers have built the new job levels into performance reviews and career planning, but we’ll continue to improve and refine this guidance over time.

Scorecard 271

Scorecard Start-ups Engineering 271

Customer Think

FEBRUARY 20, 2024

New integrations for Acquia's digital asset management solution enable marketers to reuse high-quality assets faster across digital channels

52

52

Hodusoft

SEPTEMBER 6, 2023

But generating quality leads is probably the most challenging and rewarding job of all. As per HubSpot’s State of Marketing Report , more than 61 percent of respondents said that generating quality leads is one of their biggest challenges. Getting quality leads is just one part of that.

Customer Retention 96

Customer Retention Sales Contact Center Artificial Intelligence 96

Lumoa

JANUARY 8, 2024

Sometimes, it can take it further – identifying key components in customer reviews like “battery life,” “camera quality,” and “ease of use.” This feature doesn’t just pick up on terms like ‘battery life’ or ‘camera quality.’ Ain’t that powerful?!

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Helpt

FEBRUARY 2, 2024

The solution didn't work, so you had to pick up the phone again and go through the whole song and dance of explaining, transferring, and waiting. In the world of tech support, the ability to effectively manage customer interactions is pivotal. It contributes to a broader culture of quality service within the organization.

Customer Satisfaction 97

Customer Satisfaction Actionable Insights Customer Retention Customer Experience 97

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. This shows that buying separate and unintegrated solutions creates problems. Real-time Customer Support Management.

Contact Center 106

Contact Center NPS Customer Retention Technology 106

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Beyond Philosophy

MARCH 14, 2024

Harvey wrote “ The Abilene Paradox: The Management of Agreement ” years ago. The good news is that there are many ways to manage it, the most essential of which is quality leadership and a sound communication process for voicing opinions. Having people with different opinions helps move the solution to the middle.

Start-ups 78

Start-ups 78

CommBox

JANUARY 18, 2024

Here’s what I have learned as a past CPO and current CEO of one of the leading AI-based customer service and engagement solutions in our market to be the foolproof step-by-step journey your business needs to take in order to effectively and easily implement AI. How-to-get-started-with-AI-in-5-simple-steps.by-Dvir-Hoffman-CEO-at-CommBox

AI 98

AI Unstructured Data Engineering CRM 98

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. This shows that buying separate and unintegrated solutions creates problems. Real-time Customer Support Management.

Contact Center 96

Contact Center NPS Customer Retention Technology 96

Hodusoft

JANUARY 3, 2024

In this blog post, we discuss CCaaS in detail starting from what CCaaS is, its top benefits, its key features, and how you can handpick the right CCaaS solution for your business needs. Benefits of CCaaS Since its advent, CCaaS solutions have transformed the contact center sector and customer-facing businesses hugely. billion by 2030.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. This is the quality that draws people to your brand.

Customer Experience 83

Customer Experience ML Social Media CX 83

Zendesk

MARCH 20, 2024

What is customer service quality assurance? Customer service quality assurance (QA) is a systematic process of evaluating customer interactions, identifying areas for improvement, and providing effective coaching to enhance the overall customer experience. Here are some of the most impactful advantages of quality assurance.

Customer Service 52

Customer Service Net Promoter Score AI NPS 52

TeamSupport

APRIL 24, 2024

That's where the magic of simplified ticket management comes into play. Achieving this satisfaction begins and ends with how effectively a company can manage, respond to, and resolve support tickets. Simplified ticket management means quicker response times, more personalized support, and ultimately, happier customers.

Gaming 52

Gaming Customer Loyalty Customer Satisfaction Customer Service 52

MattsenKumar

OCTOBER 12, 2023

The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions. Third-party vendors and service providers can manage client requests, policies, and brand voices for quality customer satisfaction.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

MattsenKumar

JULY 31, 2023

Call quality monitoring is an essential component in accomplishing these goals. FinTech companies can facilitate customer satisfaction, mitigate compliance risks, and achieve success by constantly monitoring and enhancing the quality of their phone calls. What is Call Quality Monitoring?

Compliance 52

Compliance Legal Construction Customer Satisfaction 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. Whether it is about offering customer support or managing the data, BPO plays a key role in the success of today’s businesses, connecting companies with specialized services across borders.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Intercom, Inc.

JUNE 16, 2020

In 2010, leading management thinker Roger Martin declared we’re entering the age of “customer capitalism.” Management scholar Peter Drucker, of many well-known business adages, wrote in his 1954 book The Practice of Management , “There is only one valid purpose of a corporation, to create a customer.”.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

ECXO

JUNE 13, 2023

Implement a real-time decisioning solution. Most companies also want to be able to provide quality data to its marketing teams, but just 21 percent can do that today. The answer is strong data management capabilities. Accessing that data quickly and easily is next on companies’ wish lists (73 percent).

Predictive Analytics 133

Predictive Analytics Government Sales Customer Retention 133

Logicalware

OCTOBER 12, 2021

Quality assurance is an essential part of running a contact centre. With two-thirds of companies now competing on customer experience alone, quality assurance enables contact centres to ensure they’re continuously delivering consistent, compliant and high-quality customer service [1]. quality assurance? Quality assurance?isn’t

Scorecard 98

Scorecard Actionable Insights Compliance Construction 98

Comm100

JANUARY 2, 2024

Customized experiences: Generative AI in customer service goes beyond standard personalization; it crafts responses and solutions that adapt to the unique context of each customer, offering a level of customization that feels genuinely human. Creative problem solving: Generative AI isn’t limited to predefined scripts.

AI 72

AI Customer Service Gaming Innovation 72

Hodusoft

MARCH 13, 2024

These centers provide cost-effective solutions, allowing financial institutions to focus on core functions while outsourcing non-core activities. Cost-Effective Solutions “Technology makes things faster and more cost-effective.” BPO services often provide a more cost-effective solution compared to in-house customer support teams.

Contact Center 52

Contact Center Compliance Social Media AI 52

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. In this blog post, we have listed the challenges MSPs’ call centers usually face, seven alarming signs that can indicate something is wrong in the call center operations, and six effective solutions.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications. Like what you’re reading?

Artificial Intelligence 62

Artificial Intelligence Contact Center Outlook AI 62

Hodusoft

SEPTEMBER 14, 2022

More than 36% of businesses have adopted VoIP technology for improving the quality of customer service. It serves as a powerful resource for businesses to thrive with cost-efficient communication solutions. Call queue management: Automatic call distribution and identification of high-priority calls ensure greater customer satisfaction.

Business Operations 96

Business Operations Contact Center Customer Satisfaction Omnichannel 96