Shep Hyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Omnichannel? . Cloud-based calling? .

Contact Center 74

Contact Center Omnichannel CRM Customer Service 74

TeamSupport

MAY 19, 2020

The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have. The second type thinks B2B customer support is a profit center. Ticket management (email and form).

B2B 64

B2B Touchpoint Customer Relationship Customer Satisfaction 64

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Call center agents of all kinds have a difficult task. The Real Call Center Confession.

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

Ameyo Callversations

JUNE 28, 2022

They need your team to offer required support on time and via the channel they prefer. This is one reason behind the tremendous growth of the customer support industry worldwide. This is where switching to a hosted contact center can make a significant difference. Is a Hosted Contact Center and Call Center the Same Thing?

Contact Center 52

Contact Center Omnichannel AI Sales 52

TeamSupport

MAY 21, 2020

We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). Visual Support. Support Operations. Self-service.

B2B 59

B2B Education Sales Technology 59

TeamSupport

AUGUST 17, 2020

There are two types of viewpoints when it comes to B2B (business-to-business) customer support. The first approaches B2B customer support as a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have.

B2B 59

B2B Customer Relationship Touchpoint Education 59

Helpt

OCTOBER 27, 2022

Ask these questions when considering a call center or tech support service: Will my calls be answered live? Do you support multi-channel communication? Do you provide ongoing support and follow-up? Can you use our existing support tools and systems? How technical are your agents? Are your agents based in the US?

40

40

Customer Service Life

JUNE 29, 2018

For us in the contact center world, we know it’s expensive to run a full time phone support contact center. It’s even more expensive when that contact center is 24/7. Phone support is a channel we’ve all known over the years and grown to hate. So instantly, you’d think we have phone support.

Contact Center 67

Contact Center Social Media Omnichannel Customer Service 67

Taylor Reach Group

NOVEMBER 11, 2019

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. This process identified the centers’ maturity, and allowed for the charting of improvement initiatives to prove the results.

Contact Center 58

Contact Center Pharmaceutical NPS Technology 58

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee. Chris Laan. Adrian Travis.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers.

Technology 376

Technology Technology E-commerce Contact Center 376

Help Scout

AUGUST 22, 2023

Read the full article

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Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. To help you in doing so, we’ve highlighted the major concerns typically encountered by call centers below. Holding onto valuable talent at your call center can be a daunting task.

Artificial Intelligence 287

Artificial Intelligence Innovation Social Media AI 287

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Peter Mann.

Contact Center 345

Contact Center Customer Satisfaction Customer Service Outlook 345

Help Scout

MARCH 24, 2019

At first glance, the concept of “human-centered customer support” might appear somewhat redundant. Of course people are at the center of customer support. People are buying products; other people are supporting them. Clearly not every company that offers customer support centers humans in their delivery of it.

Retail 40

Retail Customer Service Customer Experience 40

Inside Customer Service

MARCH 2, 2023

Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. That spells trouble for contact centers. Burnout study overview A total of 951 contact center agents participated between January and February 2023.

Contact Center 212

Contact Center Start-ups Customer Service 212

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Hodusoft

APRIL 23, 2019

It was a great leap forward when call centers migrated from PSTN to VoIP. The next big leap can be said to be video chat for call centers as a way to delivering a better user experience. If contact centers have not yet made the transition to incorporating video chat in their operations, it is time they did.

Contact Center 40

Contact Center Customer Satisfaction Omnichannel Invoicing 40

Help Scout

AUGUST 22, 2023

Learn how Ashesi University centralized emails across all departments, launched a knowledge base, and scaled service with automations at an award-winning university. Read the full article

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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

Intercom

NOVEMBER 16, 2023

With AI and chatbots handling more and more support conversations, it might seem like help centers are becoming obsolete. But don’t be fooled – many consumers still have a strong preference for finding answers on their own instead of interacting with a bot or support agent.

AI 87

AI Engineering Start-ups Customer Service 87

Intercom, Inc.

JULY 6, 2022

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. Head over to our help center for a demo video and to learn more about what’s new. Improve your support experience with Custom Actions and Custom Objects in bots.

Start-ups 210

Start-ups Customer Retention 210

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. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions.

Data Entry 155

Data Entry Contact Center Education Social Media 155

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

Fonolo

SEPTEMBER 19, 2018

For those of us invested in improving our customer support offerings, we must acknowledge social media as a remarkable space in which to play. Using social media as a form of customer support will remind you of some important overarching customer service themes: Be Timely.

Social Media 237

Social Media Contact Center Non-Profits Education 237

Customer Think

MARCH 12, 2023

Jobs in every sector have seen some attrition recently, and this has placed an enormous strain on workers in every sector, including those working in call centers. In these challenging times, call center agents are managing very real worries of their own while dealing with stressed out consumers.

Contact Center 98

Contact Center 98

Intercom, Inc.

MAY 13, 2022

In every business and industry, customers will have questions or need support before, during, and after a sale. 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.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Customer Think

FEBRUARY 4, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing […]

Contact Center 59

Contact Center 59

Fonolo

JANUARY 31, 2024

If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry. If it’s not applied the right way, the mere existence of a tech tool will not save the day in your contact center.

Contact Center 81

Contact Center Data Entry Technology Technology 81

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? In the e-commerce sector, customer service can be defined as support or assistance that customers need when they shop from an online store.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

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. Sales or service?

Net Promoter Score 147

Net Promoter Score Contact Center Customer Satisfaction Customer Retention 147

Intercom

JANUARY 16, 2024

Fin automatically resolves customer issues with safe, accurate, conversational answers based solely on your support content. How Fin helps your team and customers Higher support volume, limited resources, and increasing customer expectations are putting more pressure on your support team. Unlock 24/7 support.

AI 98

AI Customer Service Sentiment Analysis Artificial Intelligence 98

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? What’s inside? What’s inside?

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

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. Understand Customer Behavior.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Execs In The Know

APRIL 9, 2024

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center performance. Why Agent Retention Matters The challenge of retaining top talent in a contact center environment is no small feat.

Contact Center 52

Contact Center AI Technology Technology 52

Hodusoft

APRIL 1, 2024

As businesses continue to prioritize customer-centric strategies, having reliable call center software like HoduCC becomes indispensable. Understanding GetApp’s Category Leaders GetApp’s Category Leaders represent the cream of the crop in various software categories, including call center software.

Contact Center 52

Contact Center Social Media Innovation Customer Satisfaction 52

Intercom

OCTOBER 17, 2023

But this consistency can often be overlooked when it comes to a company’s customer support offering. In fact, one of the most crucial elements of a stellar customer experience is a company’s support offering. The Funraise help center (old and new designs above) shows how customizability can make a difference.

Touchpoint 72

Touchpoint Engineering Social Media Customer Service 72