Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Here are 7 tips for call centers to improve customer experiences: 1.

Customer Experience 157

Customer Experience Omnichannel CRM Contact Center 157

Callminer

MARCH 9, 2020

Scheduling forms the foundation of every successful call center operation. Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. Keeping up with Incoming Calls. Managing Shifts.

Start-ups 182

Start-ups Customer Satisfaction Retail Technology 182

Fonolo

SEPTEMBER 30, 2021

Efficiency is important to every business, but in a call center, it directly impacts your success. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed. What is call center reporting?

Technology 136

Technology Technology 136

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. Of them, almost 60 percent of clients have between one and 150 employees. MSPs must ensure that their call center is equipped with the right type of technology tools.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Zendesk

JANUARY 23, 2024

What is agent scheduling? Agent scheduling is the strategic process of organizing work hours for customer service agents. This involves setting weekly schedules, navigating time off and PTO requests, and ensuring the right number of agents work at the right time for optimal organizational efficiency.

Outlook 52

Outlook Construction Social Media AI 52

Fonolo

JUNE 30, 2020

So, you’re hiring a new call-center agent. And even if you find them, they may not stick around; call centers are notorious for their high turnover. According to Avoxi , call center attrition rates hover around 33% on average. Why is it so difficult to find good agents?

Contact Center 136

Contact Center Construction Start-ups Sales 136

Hodusoft

OCTOBER 22, 2021

Top 10 Tips to Improve the Productivity of Your Call Center Agents. Call centers are typically considered cost centers, evaluated primarily based on the results they produce. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers.

Social Media 122

Social Media Outlook Customer Satisfaction Contact Center 122

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. Decide on five to seven KPIs and set goals to measure your agents’ performances. The 4 Most Important Call Center Agent Performance Metrics 1.

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Fonolo

NOVEMBER 1, 2022

Working in a call center can be extremely rewarding, especially for those who enjoy customer service and sales. But it’s up to management to promote call center motivation and create a work environment where their agents can gain a sense of satisfaction from their work. Types of Motivators (And Why it Matters).

Construction 87

Construction Contact Center Customer Satisfaction Start-ups 87

Fonolo

JANUARY 11, 2022

What is call center management? It’s exactly as it sounds — the daily management and care of a call center and all the employees who work there. Contact center managers have an incredibly important and robust role. The Complete Guide to Call Center Management.

Contact Center 81

Contact Center Start-ups Customer Satisfaction Customer Service 81

Fonolo

JULY 13, 2023

Active listening skills are the foundation of effective communication. The more empathy you have with your customers, the more they will value their relationship with you - and your products. empathy #custserv #cx Click To Tweet Why is Active Listening Important in Customer Service? It’s just human nature.

Customer Service 67

Customer Service Contact Center Social Media Start-ups 67

Fonolo

SEPTEMBER 29, 2020

Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. Many companies often forget the importance of optimizing their user experience. This is particularly important when producing a smartphone app or a web-based product. Stop making customers call you!

Customer Experience 141

Customer Experience Contact Center Touchpoint CX 141

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. Those are attention-grabbing numbers, but the most exciting part of the study is why customer problems have increased. Don’t make this mistake.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Fonolo

JANUARY 27, 2022

Finding your next great call center agent — someone who will help your contact center succeed— is no easy feat. Asking these call center interview questions will help you find the best agents to help the organization excel. Hiring the wrong agents can be detrimental and costly.

Contact Center 75

Contact Center Construction Customer Service Start-ups 75

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have. Where should you begin?

Contact Center 129

Contact Center Construction Customer Satisfaction Start-ups 129

Fonolo

JULY 21, 2020

Lots of conversations happen daily at your contact center. Saying you have an open-door work policy is easy; making sure that your contact center agents feel comfortable voicing their concerns to management is much more challenging. Here are some things your agents aren't telling you.

Contact Center 118

Contact Center Construction Start-ups 118

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. With the launch of the telephone, switchboards became the standard tools for routing calls. Using it, they not only can make normal phone calls but a wide range of things.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Hodusoft

JUNE 21, 2023

A Complete Guide to Setting Up a Call Center Are you planning to set up a call center? If yes, then you must know everything about call centers starting from all call center systems to how to select the best call center software and customer service agents.

Omnichannel 52

Omnichannel Start-ups Customer Service Sales 52

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

MAY 19, 2020

The coronavirus has altered the way that contact centers reach out to their customers and will undoubtedly change the way business is done in the future. Companies are having to rework their business models to manage costs and expenses. The Pandemic Has Already Changed Call Centers. cctr #postpandemic Click To Tweet.

Real Estate 91

Real Estate Contact Center Technology Technology 91

Hodusoft

OCTOBER 26, 2021

Why should you move from Legacy PBX to Modern Contact Center Software? The one point every business harping upon over the last two years unanimously is customer experience. With innovation, technological advancement, and increasing expectations of customers, modern contact center software has become imperative.

Contact Center 98

Contact Center Omnichannel Artificial Intelligence Machine Learning 98

CommBox

JANUARY 28, 2024

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, followed by upgrading contact center technology (79%) and automating customer service processes (77%). 10 Facts you should know about Chatbots Chatbots can result in 80-90% response rates.

AI 52

AI Customer Service Real Estate B2C 52

Fonolo

APRIL 15, 2020

There’s always a script — a basic list of questions or responses to customers who have issues. Whether it’s for existing products or new features, there are times when you have to teach your employees new skills that will help them fulfill their responsibilities. But how effective is it? Create 1-on-1 Time.

Customer Service 91

Customer Service Contact Center Start-ups Customer Satisfaction 91

Hodusoft

NOVEMBER 1, 2022

What is First Call Resolution (FCR): A Complete Guide. The organization’s using the Call Center Software to measure how well they handle customer calls and try to improve CX with the first call resolution. What is the first call resolution (FCR)? How important is FCR for businesses?

Net Promoter Score 52

Net Promoter Score Predictive Analytics Customer Satisfaction CRM 52

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win. How can they survive and thrive in the face of so many variables?

Contact Center 121

Contact Center AI Technology Technology 121

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Here are 7 tips for call centers to improve customer experiences: 1.

Customer Experience 52

Customer Experience Omnichannel CRM Contact Center 52

Zendesk

MAY 24, 2023

AI has been a part of pop culture for generations (enter: The Terminator), but the recent developments of ChatGPT and AI-powered bots have breathed new life into the conversation surrounding its role in business. This reduces your team’s workload and frees your agents to address high-value tasks and complex customer issues.

AI 88

AI Customer Service Machine Learning Technology 88

Win the Customer

DECEMBER 18, 2015

Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art. Therefore, although soft skills are valuable, they are often hard to define. The Hard Job of Measuring Soft Skills.

Education 93

Education CRM Customer Feedback Sales 93

CommBox

MAY 11, 2022

But behind the buzzwords – the metrics, the math, the marketing – there’s one good, old-fashioned principle that underpins every successful business in the world. . Most startups don’t have the time, energy, money, or resources to commit to basic customer service – let alone a high standard of one. Customer service. Absolutely.

Customer Service 98

Customer Service Artificial Intelligence Omnichannel CRM 98

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Those with this special ability often create an experience that pleases customers and agents, without exceeding their budgets; a truly remarkable feat.

Contact Center 126

Contact Center Technology Technology Start-ups 126

Zendesk

NOVEMBER 28, 2023

Nowadays, every business needs to provide an outstanding customer experience (CX) , but the level and expertise of support varies by industry. SaaS businesses have the unique responsibility of providing both basic and technical support. More in this guide: Why is SaaS customer support important?

Omnichannel 52

Omnichannel E-commerce AI Customer Satisfaction 52

Fonolo

JANUARY 14, 2020

We’ve all come a long way since 2010, but we couldn’t have done it without some of the most prolific influencers to ever lay hands on a keyboard. . Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders. When it comes to call center blog sites, CustomerThink has it all.

Customer Service 136

Customer Service Contact Center Social Media CX 136

CommBox

SEPTEMBER 13, 2021

Another important fact is that 69% of consumers prefer chatbots as a customer service channel. . 24/7 Customer Engagement – With chatbots, your business is always available. You can communicate with customers worldwide, offer products and complete sales processes without having on-site human support agents.

Sales 98

Sales AI Healthcare Omnichannel 98

CommBox

SEPTEMBER 20, 2021

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, then upgrading contact center technology (79%) and automating customer service processes (77%). . 10 Facts you should know about Chatbots . . 10 Facts you should know about Chatbots .

AI 96

AI Customer Service B2C Real Estate 96

Zendesk

FEBRUARY 7, 2022

Customer support is having a moment. In a highly competitive, digital-first world , providing your customers with responsive, relevant support is more important than ever. Why is customer support important for business growth? Customer support was always important. Requires more soft skills than hard skills.

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

Intercom

AUGUST 12, 2021

In this episode, Bobby Stapleton , our own Director of Customer Support, sat down with Dan to talk about delivering an integrated customer experience and how that can transform customer support from a cost center into a profit one. AI should be deployed to solve the most frequent, simple problems. Get all the information in one place.

Start-ups 111

Start-ups AI Omnichannel Sales 111

Fonolo

SEPTEMBER 27, 2016

Operating a successful contact center is rarely a simple undertaking. As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions.

Contact Center 98

Contact Center Technology Technology Outlook 98