Fonolo

FEBRUARY 2, 2023

In the call center world, efficiency is the name of the game. Call center automation software is essential to accomplishing this goal. Is your business up to the challenge? If so, you need to familiarize yourself with the latest tools and technology. What is Call Center Automation? Read on to find out!

Contact Center 140

Contact Center Sentiment Analysis AI Machine Learning 140

Intercom, Inc.

JANUARY 25, 2022

Integrations like the Intercom integration with HubSpot empower these teams to use data from live chat and messaging, smart workflows, and business intelligence to anticipate prospect and customer needs. . Why combine live chat and chatbot technology with your CRM? Bad data costs companies in the U.S $3T

Sales 216

Sales Artificial Intelligence CRM Customer Acquisition 216

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. We use this example to illustrate one of the problems with technology. Why is call abandonment still a thing?

Contact Center 81

Contact Center Data Entry Technology Technology 81

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. We’ve identified the top 10 RPA implementation best practices to help you get the most out of these game-changing tools. Instead, start with an attended RPA, or a tool with some human input.

Contact Center 147

Contact Center Start-ups Gaming CX 147

Fonolo

MARCH 21, 2024

Contact center managers know that virtual queuing technology is essential to keeping operations running smoothly. It underpins some of the most useful tools agents have to handle large and changing call volumes. When your number is up, you’ll get a sandwich – or a call-back! What is Virtual Queuing?

Contact Center 75

Contact Center Technology Technology Customer Satisfaction 75

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. What’s on their mind? What do they love doing outside of work?

Contact Center 88

Contact Center Gaming Customer Service 88

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. But the question is: what does that next level look like for your business? That all depends on the goals your contact center sets. The first step is deciding where to focus your efforts. Improve the Customer Journey.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Call Center Workforce Statistics. Better Agent Performance.

Contact Center 207

Contact Center Finance AI Innovation 207

Callminer

SEPTEMBER 23, 2020

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement. Challenges Outbound Call Centers Face.

Contact Center 182

Contact Center Social Media Sales Data Mining 182

Fonolo

JULY 15, 2021

There are many different call center metrics used to measure activity and efficiency. Key Performance Indicators, or KPIs, can be tracked through integrated phone systems and call center cloud-based technology. Different call centers might have different goals, and thus have different metrics to prioritize. Overtime pay.

Net Promoter Score 159

Net Promoter Score Contact Center Social Media Education 159

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

DMG Consulting

MAY 15, 2024

Number 2: Companies need WFM solutions that can accurately forecast and schedule both voice and digital interactions, including conversations that pivot from one channel to another or use two channels at the same time. Number 3: Schedule flexibility is a critical requirement for today’s employees.

Contact Center 48

Contact Center Artificial Intelligence Sales 48

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program. Use your product.

Social Media 345

Social Media VOC VOE Contact Center 345

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. If your agents have polite, customer interactions — that’s great! Use metrics and act on them.

Artificial Intelligence 156

Artificial Intelligence Contact Center Technology Technology 156

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

Fonolo

AUGUST 31, 2021

Some companies have long contact pages, with hundred phone numbers linking to every department or important person. Also known as an automatic call distributor (ACD), this tool receives inbound calls and connects them to the department or representative that can best support them. 61% of customers hate using traditional phone menus.

Contact Center 152

Contact Center Customer Satisfaction Sales 152

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

Uniphore

JUNE 7, 2021

One of the most hyped new trends in the contact center is agent assist software. But how do you choose the right software for your organization? Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. Will Agent Assist Automate Tasks and Reduce AHT?

Contact Center 147

Contact Center Actionable Insights AI Start-ups 147

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. With some hard work, consistency, and great tools, your team will soon reach new heights of operational efficiency! Look after your people.

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Hodusoft

SEPTEMBER 6, 2023

What’s the Role of Lead Generation in an Outbound Call Center? Outbound call centers come in many shapes and sizes. It’s not uncommon to find different types of outbound call centers performing different activities. In the outbound call center context, there are five types of leads: 1. What Is Outbound Lead Generation?

Customer Retention 96

Customer Retention Sales Contact Center Artificial Intelligence 96

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. One of the most common uses of call recordings is for quality monitoring purposes. Quality Monitoring Processes.

Contact Center 223

Contact Center Compliance Sales 223

Fonolo

JANUARY 28, 2021

Chances are, you already have one in your arsenal. An unsung hero of the contact center, managers are typically known for overseeing daily operations. So how can contact center managers help your business shine in the eyes of your customers? You may be thinking, “why contact center managers?”

Contact Center 175

Contact Center Customer Satisfaction CX Sales 175

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. This isn’t my favorite question to answer and yes, I’ve had to answer it many times during my contact center career. As contact center professionals, we literally listen to the voice of the customer all day every day. Image by www_slon_pics from Pixabay.

Contact Center 130

Contact Center Text Analytics Engineering Social Media 130

Fonolo

JUNE 3, 2021

Call queues and hold times are a traditional part of the call center experience. This simple and powerful tool has been gaining momentum in the customer service world for its ability to lower call volumes, improve key call center metrics, and boost customer satisfaction. Call-backs work with any call center platform.

Technology 136

Technology Technology Contact Center Customer Satisfaction 136

Fonolo

FEBRUARY 4, 2021

This is especially true when it comes to contact center outsourcing. It may be tempting to hire an external team when faced with high call volumes, but in doing so, you risk lowering the quality of your customer experience. Luckily, there are many tools and technologies out there that can help you avoid the need for outsourcing.

Contact Center 154

Contact Center Technology Technology AI 154

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? See where your contact center makes its mark or could use a little improvement. List your CX goals beforehand. Ensuring customers can find your online self service tools is essential.

Customer Service 130

Customer Service Contact Center Engineering Social Media 130

Fonolo

OCTOBER 21, 2021

As contact centers across the world continue to recover and adapt from the aftershock of the COVID-19 pandemic, it’s become clear that empathy isn’t just a trend customer support teams need to embrace – it needs to be part of your operational foundations. US businesses lose $1.7 Read on to find out.

Contact Center 177

Contact Center Customer Service CX Start-ups 177

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

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

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. We’ve got eight essential tips so you can start improving your contact center today.

Contact Center 148

Contact Center Social Media Start-ups Technology 148

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. Using the S.M.A.R.T strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy. Using the S.M.A.R.T

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Fonolo

MARCH 14, 2023

We’ve all heard about the human touch and how important it is in the CX and call center spaces. Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center.

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Fonolo

JUNE 22, 2023

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. This tool gathers customer information and guides callers into the proper phone channels to be connected to an appropriate agent. Almost everyone has used an IVR at some point. Why Use Visual IVR Instead of IVR?

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

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. Benefits of CCaaS Key Features of CCaaS How to select the right CCaaS software for your business? CCaaS is the acronym for Contact Center as a Service.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. And how should you structure your survey? 1. Think About Your Audience. Keep that in mind.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Fonolo

JUNE 13, 2023

Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. If you leave callers on hold, your agents will hear the complaints and your social media timeline will show angry tweets. What can a call center manager do?

Contact Center 104

Contact Center Social Media Start-ups Customer Satisfaction 104