Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. CX matters!

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Execs In The Know

JANUARY 9, 2024

In this blog, we aim to debunk common misconceptions surrounding BPO and shed light on its significant contributions to modern business practices. 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

Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. What Are Virtual Call Centers and Contact Centers?

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. Visit Fonolo at Booth # 15 to learn how call-backs can improve your RCM!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

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

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . It ties up lines and makes the whole center fall behind. Tyler Riddell.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Execs In The Know

NOVEMBER 22, 2022

Strategies for Leading a Multilingual Global Contact Center. The current hiring environment for customer service agents with native speaking skills is one of the toughest positions to hire and retain; imagine what that will look like in a few years. Five Considerations for Multilingual Contact Center Operations.

Contact Center 98

Contact Center CX Technology Technology 98

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

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

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

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

Callminer

JULY 22, 2018

Let’s take a look at 4 critical measurements to determine the effectiveness (or, conversely, ineffectiveness) of the outsourced contact center: 1) Service Level. As any contact center manager knows, service level is a metric composed of a pair of numbers: a percentage value and a time value in seconds. 2) Agent Turnover.

Contact Center 186

Contact Center CX Compliance Customer Service 186

Hodusoft

MAY 24, 2022

A Detailed Insight Into ACD (Automatic Call Distribution) System and Its Importance For Today’s Businesses. In today’s time, all the well-performing call center solutions have ACD as one of their primary components. ACD or Automatic Call Distribution makes the communication process smooth and easier. How does ACD work?

Contact Center 96

Contact Center Customer Satisfaction Technology Technology 96

Hodusoft

NOVEMBER 30, 2023

A Guide to Call Abandonment Rate in Call Centers and Its Significance Are you dealing with high call abandonment rates? Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent?

Customer Satisfaction 59

Customer Satisfaction Technology Technology Actionable Insights 59

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

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 Start-ups Contact Center 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

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. While meeting these expectations every time might be impossible, enhanced call routing strategies will get call or contact centers close to increasing customer satisfaction.

Customer Experience 59

Customer Experience Contact Center Customer Satisfaction Omnichannel 59

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

MARCH 20, 2023

Contact center technology keeps improving and there are a vast number of solutions you can tap to improve your CX. A recent study by CallMiner indicates that performance at contact centers impacts both loyalty and churn rates. A whopping 90% of consumers said they’re likely to stay loyal after a positive call center experience, and 73.7%

Contact Center 52

Contact Center CX Omnichannel Customer Relationship Management 52

Hodusoft

MARCH 30, 2023

Small Business Inbound Call Center Software to Improve Customer Service As a business owner, you must never underestimate the power of your phone system. You will not only need it to make various outgoing calls to your suppliers, business partners, and customers but also to receive incoming calls.

Customer Service 52

Customer Service Data Entry Contact Center Customer Relationship Management 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

Execs In The Know

APRIL 8, 2022

For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. For now, AI will best serve contact centers as a complementary technology.

Contact Center 98

Contact Center Artificial Intelligence AI ML 98

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. What is a call center?

Omnichannel 52

Omnichannel Start-ups Customer Service Sales 52

Inside Customer Service

APRIL 8, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. They called the restaurant ahead of time and ordered a cake to be brought out for dessert. And it was a long chat.

Sports 183

Sports Contact Center Customer Service Retail 183

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. Will Avaya soar upwards, freshly unburdened from its decade of debt?

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

ECXO

MAY 16, 2024

This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization. Instead of focusing solely on internal processes, profitability, and efficiency, a customer-centric leader always places the customer at the center of strategic decisions.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

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

NOVEMBER 15, 2022

Streamline Your Business Processes with the Best Call Routing System With the advancement in technology, the usage of VoIP (Voice over Internet Protocol) is growing at an exponential rate. Call center software , IP PBX solutions, broadcasting software, etc. In this blog, we begin with decoding call routing and its management.

Invoicing 52

Invoicing Customer Service Sales Business Operations 52

Execs In The Know

NOVEMBER 5, 2021

To help highlight some of the amazing ideas that came out of these sessions, we’ve created a five-part blog series — each focusing on a particular keynote session. In Part 5, we highlight Michael Baker’s turnaround story at UnitedHealth Group, one that puts people and compassion at the center of change. Michael Baker.

CX 98

CX Technology Technology Customer Experience 98

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. CCaaS is the acronym for Contact Center as a Service. That led to the exploration of the idea of having agents access the contact center software through the Internet.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Hodusoft

APRIL 17, 2024

That’s nothing but auto attendant, a technology that revolutionized the way organizations and other professional entities handle massive volumes of incoming calls. After the mass production of auto attendants began, all types and sizes of organizations used it to route incoming calls to the right agents. What is an Auto Attendant?

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

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

FEBRUARY 19, 2023

It’s time to turn up the emphasis on automation in the contact center and make the service experience as quick and easy as the Amazon product experience. But for many organizations, the contact center has become a key customer touch point and brand reputation driver since the pandemic forced a retreat from in-person business.

Contact Center 52

Contact Center Innovation Manufacturing Technology 52

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

Inside Customer Service

AUGUST 12, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "We He explained that his new manager lacked leadership skills and played favorites. We have totally lost control."

Customer Service 182

Customer Service Contact Center 182

Execs In The Know

FEBRUARY 16, 2023

It closed tenured agent call type, soft skills, and best and required practice gaps. Western Union agents were prepared for success after practicing high-impact call scenarios faced in their day-to-day interactions with live customers. days to 2 hours.

AI 52

AI Scorecard Contact Center Compliance 52