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

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

CX Accelerator

JULY 1, 2020

Now: I have to call when I arrive to see if I can enter the waiting room and I am required to wear a mask during the appointment. Many of these companies have their entire workforce working from home now. Include organization change management at the beginning. Two specific examples come to mind.

Contact Center 182

Contact Center CX Technology Technology 182

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

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

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do.

Contact Center 111

Contact Center Customer Satisfaction Technology Technology 111

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

Execs In The Know

OCTOBER 7, 2022

So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. This means that the traditional vendor management approach needs to evolve. We will explore key areas to transform vendor management approaches into a partner success model for the future. Centralized Vendor Management.

Scorecard 98

Scorecard Government Contact Center CX 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

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

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 6, 2023

This research is produced in partnership with ACT (Advanced Call Center Technologies) , a leading provider of performance-driven contact centers and back-office support services. It’s reassuring to see that, even during times of tremendous change, many organizations have managed to maintain the customer as their top priority.”

CX 52

CX Contact Center Touchpoint Technology 52

Hodusoft

JULY 3, 2023

Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. What’s the “standard” AHT for a call center?

Contact Center 52

Contact Center Customer Satisfaction Customer Relationship Management Start-ups 52

Fonolo

JUNE 14, 2019

From metrics, to employee satisfaction, to advances in AI, our customer service blog has you covered. Advice from a Call Center Geek. How to Prepare Your Call Center for a Crisis: Black Friday and Cyber Monday. How can call centers improve customer interactions during the most important weekend of the year?

Customer Service 92

Customer Service Contact Center Construction Engineering 92

UJET

JUNE 3, 2020

How can you manage a dispersed team effectively when everyone is remote? Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. Use the Right Technology.

Start-ups 82

Start-ups Technology Technology Customer Experience 82

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. For businesses, this has opened up a world of possibilities, which were initially incredibly challenging to manage.

Invoicing 52

Invoicing Customer Service Sales Business Operations 52

Taylor Reach Group

JANUARY 21, 2019

has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. Rosetta is an acknowledged thought leader, expert and practitioner on public sector contact centers.

Contact Center 70

Contact Center Artificial Intelligence Government Innovation 70

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. 10 Contact Center Technologies You Should Know. Why does contact center technology matter?

Contact Center 70

Contact Center Technology Technology CRM 70

Hodusoft

AUGUST 30, 2022

In this blog, we will get a detailed insight into all these three cloud-based technologies. Companies, especially the call/contact centers, sales and service teams, and many others are reorganizing and updating their communication strategies to stay competitive. Difference between UCaaS, CCaaS, and CPaaS.

Contact Center 52

Contact Center Social Media ML Technology 52

Zendesk

MAY 25, 2022

You’ll follow her for the short, simple intros to complicated concepts—but you’ll stay for the great podcasts, blogs, and books. Start reading these blogs. Most of the CX influencers we mentioned before have their own blogs. Of course, I have to mention the Tymeshift Blog , too. CX Community blogs to bookmark.

CX 98

CX Social Media Start-ups Sports 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. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Contact Center 126

Contact Center Technology Technology Start-ups 126

1 to 1

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Here’s how to engage and motivate a gigCX workforce that delivers exceptional results. workforce by 2023.

CX 52

CX Contact Center Innovation Customer Satisfaction 52

Customer Service Life

MAY 20, 2019

This article was originally published on the Talkdesk blog on March 15, 2019. Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. Click here to read the original post. and reach a human being. What about technology?

Customer Experience 67

Customer Experience Contact Center NPS Gaming 67

Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. At some point, if you haven’t already, you’ll likely consider a Learning Management System (LMS) to aid in both new hiring training and ongoing training for your existing staff. Learn from anywhere and from any device- Today’s workforce is more mobile than ever.

Contact Center 79

Contact Center Non-Profits Education Healthcare 79

1 to 1

JANUARY 18, 2022

A quick live chat with a bot, for instance, can rapidly escalate to an emergency call with an agent, which we refer to as an associate, and vice versa. The same is true for a call that begins with an interactive voice response (IVR) system. What is a contact center associate? What is an IVR? The best fit. What is a chatbot?

Contact Center 26

Contact Center Text Analytics Customer Satisfaction AI 26

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better.

Technology 74

Technology Technology Customer Service Contact Center 74

Execs In The Know

MAY 26, 2021

A process-focused leader like Ebrahim makes for a perfect co-host, and the challenges of managing an effective work-from-home operation are still very real for our community. Daralee specializes in solving customer journey challenges, bringing unique insight into optimizing work-at-home and virtual call center environments.

Innovation 52

Innovation CX Engineering Business Growth 52

1 to 1

APRIL 28, 2022

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high-quality contact center. What is the difference between a captive contact center and outsourcing? Hiring the right people.

Contact Center 26

Contact Center Retail CX AI 26

Customer Service Life

AUGUST 26, 2019

This article was originally published on the FCR blog on July 3, 2019. Looking back on quarter two, the nonstop movement in the contact center technology space continues. To pick just one, their phone system allows agents to pause the call recording when discussing sensitive information with customers.

Technology 74

Technology Technology Text Analytics Contact Center 74

ProProfs

JUNE 21, 2019

With business competition intensifying everywhere, the need to drive employee performance takes center stage, and business owners can no longer remain indifferent to it. With that purpose in mind, this blog post discusses some of the in-demand skills and popular tools that a corporate trainer must have at their disposal. Creativity.

Social Media 69

Social Media Start-ups Business Growth Business Operations 69

Intercom, Inc.

MARCH 11, 2021

From his background in software development and project management, Farhan learned how a data-driven approach is key when it comes to scaling your business – but for this to be effective, you need to keep your customer at the heart of everything you do. I was a project manager, but I was doing so many different things.

B2C 118

B2C B2B Social Media Start-ups 118

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

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!

Contact Center 81

Contact Center Social Media Social Listening Customer Satisfaction 81

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Additionally, some tools use a call-back approach to provide a machine-based survey.

VOC 182

VOC Contact Center Net Promoter Score NPS 182

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Additionally, some tools use a call-back approach to provide a machine-based survey.

VOC 174

VOC Contact Center Net Promoter Score Customer Satisfaction 174

SurveySensum

MAY 20, 2020

In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world. We’re happy to call around and find grocery stores stocked with what you need. Day’s of calling to 1-800 have gone and now customers want them heard at the moment and expect results in no-time.

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

Hodusoft

OCTOBER 4, 2023

Managing the cost per call is a paramount challenge for contemporary businesses across various industries. As per industry standards, an acceptable cost per call could range anywhere from $2.70 However, the cost per call varies from one industry to the other.

Compliance 105

Compliance Omnichannel Real Estate Legal 105