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

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. Customers want to feel seen.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. You might think a simpler measurement like “call per hour” would answer this same question.

Contact Center 67

Contact Center Event Planning Technology Technology 67

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. However, as the demand for exceptional customer service continues to rise, the operating costs associated with BPO contact centers are also rising greatly.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

CSAT.AI

JULY 13, 2022

.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog . A key driver behind managing the customer experience is being able to form an emotional connection with your customers.” – Alex Stenton-Hibbert Customer Experience Management – the Latest Thinking in Looking After Customers , Call Center Helper.

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

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. More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

MattsenKumar

JULY 31, 2023

A vital aspect of this experience is through call centers, where customers can receive support and have their queries answered. To ensure exceptional customer experience , it’s essential to implement quality monitoring solutions in the call center.

Social Media 52

Social Media Customer Feedback Customer Satisfaction Customer Relationship Management 52

Hodusoft

DECEMBER 6, 2023

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. This is particularly critical for call centers, where customer satisfaction is paramount for the business’s success.

CRM 59

CRM Machine Learning Customer Satisfaction Gaming 59

Uniphore

SEPTEMBER 30, 2021

And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition. Moreover, it’s crucial to recognize your contact center agents in the right way.

Contact Center 100

Contact Center Gaming Customer Service Customer Satisfaction 100

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

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. It’s the acronym for Unified Communications as a Service.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Types of Call Center Software. Be mindful of integrations.

Contact Center 140

Contact Center VOC Social Media AI 140

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

Execs In The Know

APRIL 5, 2024

While traveling to the event, their communication traversed multiple channels: an email regarding Pi Day, a voice call about her competition, and a text message revealing the results. Roy Dunn, General Manager of Member Service Centers at Costco, understands customers’ high expectations, particularly given their membership fees.

Contact Center 52

Contact Center AI Social Media CX 52

Hodusoft

AUGUST 13, 2021

How important are auto dialers for call center software. For businesses to generate sales leads, the erstwhile favored channels of in-person meets or phone calls are now completely replaced by online lead generation techniques. Rather than making thousands of phone calls manually, they adopt the smarter way of doing things.

Sales 98

Sales Engineering Education Customer Service 98

Hodusoft

APRIL 17, 2024

Everything You Need to Know About Auto Attendant If you have ever dialed a business phone number, you must have been greeted by an automated system, which then gives you a series of options and routes you to the right agent and department. What is an Auto Attendant? But the innovation of entrepreneur and innovator Sanford J.

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

Execs In The Know

FEBRUARY 18, 2023

Inflationary pressures are detrimentally affecting business, and the contact center industry is not exempt from the effects. Despite uncertain economic times, contact centers can save money by implementing the following four strategies focused on increasing efficiency without sacrificing customer experience. is one example.

Contact Center 52

Contact Center Artificial Intelligence Customer Satisfaction Customer Service 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

MattsenKumar

SEPTEMBER 21, 2023

The blog post discusses how Speech Analytics is reshaping CX and why it is poised to be a future trend. It’s the culmination of every interaction, touchpoint, and customer engagement with a brand. It adds value to traditional call center methods and makes the process more efficient.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

TeamSupport

OCTOBER 14, 2020

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. We couldn’t agree more! May 19, 2020.

Gaming 98

Gaming Start-ups B2B 98

Hodusoft

APRIL 6, 2022

Many trends will come up when it comes to customer experience, and this blog will cover these trends in an easy-to-understand manner. Contact Centers will leverage Artificial Intelligence. AI is enhancing the contact center experience of customers by providing them with a personalized experience.

Customer Experience 105

Customer Experience Contact Center Omnichannel Artificial Intelligence 105

Uniphore

NOVEMBER 18, 2021

It can help them track customers’ happiness levels throughout the entire customer journey, as well as before, during and after every interaction with salespeople and agents. Brands can also use discontent triggers or changes in emotions to improve customer experiences by personalizing their services for better engagement.

CX 162

CX Artificial Intelligence AI Business Growth 162

Hodusoft

JULY 3, 2023

Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When agents learn to make the most of their stipulated time and provide superior customer service within that, then nothing can stop money from pouring in. What’s the “standard” AHT for a call center?

Contact Center 52

Contact Center Customer Satisfaction Customer Relationship Management Start-ups 52

Hodusoft

SEPTEMBER 7, 2022

7 Best and Effective Inbound Call Strategies For Call Centers. The inbound contact center serves as the point of access for customers for queries, complaints, issues, and feedback. Inbound call center software helps businesses to optimize huge volumes of inbound calls in order to deliver excellent customer service.

Omnichannel 52

Omnichannel Social Media CRM Customer Satisfaction 52

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. But setting up a call center is relatively easy compared to managing its operations day in and day out. Read on to know more.

Net Promoter Score 52

Net Promoter Score AI Contact Center Start-ups 52

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). These phone calls are often kept for many reasons, including: Protection against liability. To train and evaluate call center staff. To ensure the quality of customer service.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Hodusoft

DECEMBER 28, 2022

What is Call Center Management? Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. By implementing call center management, organizations can accurately measure, monitor, and optimize their performance.

Net Promoter Score 52

Net Promoter Score NPS Data Entry Business Growth 52

Execs In The Know

NOVEMBER 5, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Michael Baker.

CX 98

CX Technology Technology Customer Experience 98

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. The e-commerce contact center has been realized as one of the most powerful tools in this battle. The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success. trillion USD by 2026.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Execs In The Know

OCTOBER 10, 2022

Channels include email, phone calls, social media, websites, text messaging, online, and physical stores. Contact channels are how customers can get in touch with a business — for example, by emailing, engaging in a live chat, or calling a contact center for support. Enhance CX with Mosiacx.

Omnichannel 59

Omnichannel Customer Experience Contact Center E-commerce 59

Hodusoft

JULY 6, 2022

Top Call Routing Strategies to Improve Customer Experience An exceptional customer experience is critical to a business’ immediate and long-term success. Today, 83% of customers expect to engage with someone when contacting a business. Call Routing System: What is it and How Does it Work?

Customer Experience 59

Customer Experience Contact Center Customer Satisfaction Omnichannel 59

Hodusoft

NOVEMBER 27, 2022

Throughout this blog, we’ll discuss the fundamentals of telemarketing as well as some key factors that make telemarketing software an asset to your company. Types of telemarketing Telemarketing can be broadly categorized into inbound, outbound, and automated calling. What is telemarketing software?

Sales 52

Sales CRM Omnichannel Social Media 52

Execs In The Know

OCTOBER 20, 2022

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. In today’s tight labor market, creating a contact center where people love to work is a major competitive advantage. So how can you ensure that your contact center provider has what it takes to foster a winning culture?

Contact Center 52

Contact Center CX Start-ups Finance 52

Hodusoft

JULY 27, 2022

How to Handle Escalated Calls in Call Center? Dealing with escalated calls is something that even the best call center businesses have to navigate. The only way to protect your reputation and keep from losing business is to engage with them and resolve their issues quickly. . Can you please ??elaborate

Customer Loyalty 52

Customer Loyalty Customer Satisfaction Customer Service Customer Expectations 52

Fonolo

OCTOBER 5, 2023

With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. These are the bots that most of us are deploying and the ones we’re mainly concerned with in this blog. Your Introduction to Call Center Automation What is an IVR?

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

Execs In The Know

JULY 1, 2021

This blog post is dedicated to surfacing four of the most notable ideas from the conversation — call it the four “must-haves” for creating successful WFH programs and partnerships. #1 Technology is what makes the modern contact center go vroom, but what about when the contact center is no longer centralized nor office-based?

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

UJET

MARCH 17, 2020

But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. Here are five tips to manage your remote customer support agents. It also gives agents a set time to present any questions, comments, or concerns.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121