Callminer

DECEMBER 17, 2019

Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Call Center Workforce Statistics.

Contact Center 207

Contact Center Finance AI Innovation 207

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. Which metric is the most important at the contact center?

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. How Can WFM Help my Contact Center?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Hodusoft

MAY 17, 2024

If you are in the call center or contact center industry, you must have come across the term at least once. This blog post covers everything from what is Computer Telephony Integration (CTI for short), history and evolution of CTI, how CTI works, benefits of CTI, types of CTI, features of CTI, and how to handpick the right CTI.

Contact Center 52

Contact Center CRM Compliance Customer Relationship Management 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. You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

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

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

CX Accelerator

JULY 1, 2020

Now: I order online through a delivery service or schedule a pick-up. Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Examples include cloud infrastructure providers, call center solution experts, etc.

Contact Center 266

Contact Center CX Technology Technology 266

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

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: . One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. 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? What is Hyper-Personalization in a Contact Center?

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Here’s the thing about contact center agents and the word “No” I firmly believe that contact center agents don’t actually like to tell customers they can’t do something.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Customer Service Life

OCTOBER 28, 2023

Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. actually means, “Customer, you’ve been talking for a long time. I’m here to help!

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

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

Callminer

JULY 22, 2018

And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. challenges can include how to effectively manage and support customer service agents staffed all over the world. It is one of the strongest expansion levels of any outsourcing market sub-segment.

Contact Center 186

Contact Center CX Compliance Customer Service 186

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. Providing training and coaching: Training and coaching call center agents is an important part of the job. CX matters!

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

CSAT.AI

JULY 13, 2022

“If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog . exceptionally.” – Kristi Runyan What is high-touch customer service? (+ how to deliver it) , Zendesk blog.

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

Fonolo

NOVEMBER 7, 2018

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Service Levels. Gamification. Look it up. Call-Backs.

Contact Center 182

Contact Center Technology Technology Customer Loyalty 182

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.

Contact Center 52

Contact Center Artificial Intelligence Customer Satisfaction Customer Service 52

CX Accelerator

APRIL 1, 2022

I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company.

Legal 266

Legal Contact Center Social Media CX 266

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. What are cloud-based contact centers?

Contact Center 98

Contact Center Finance Omnichannel Customer Relationship Management 98

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

Execs In The Know

APRIL 5, 2024

Roy Dunn, General Manager of Member Service Centers at Costco, understands customers’ high expectations, particularly given their membership fees. See how brands like Chegg, Deckers, and Zenni use contact center digital channels to improve customer experience. .” The panel fell on Pi Day.

Contact Center 52

Contact Center AI Social Media CX 52

Customer Service Life

OCTOBER 13, 2020

This exercise reminded me of the time when we started this blog back in 2012. I was about 12 years into a career in customer service, still trying to figure out what my career would be. Somewhere in there, I came to grips with the fact that customer service is my career and I’m proud of it. History lesson.

Customer Service 182

Customer Service Contact Center Gaming Education 182

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

CX Accelerator

JULY 1, 2020

Now: I order online through a delivery service or schedule a pick-up. Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Examples include cloud infrastructure providers, call center solution experts, etc.

Contact Center 182

Contact Center CX Technology Technology 182

Customer Service Life

FEBRUARY 10, 2020

3 Ways to Bridge the Gap From Training to Proficient Customer Service – Early in my career in customer service we had a ticketing system with a “QA” feature and every email new agents composed had to be approved before sending. Here’s the list: ProcedureFlow Top 30 Contact Center Influencers – June 2019.

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. They want answers to questions, speedy service, the opportunity to solve their own problems quickly using self-service, and the option to talk to an agent when the going gets tough. They want to be heard.

Contact Center 87

Contact Center Customer Satisfaction Healthcare Start-ups 87

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Execs In The Know

APRIL 28, 2022

For most contact center leaders, the answer is yes. Contact centers with an eye to the future are adopting attended automation to support their teams and their business. Self-service solutions are readily available and widely used. What Can Attended Automation Do for My Contact Center?

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 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. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. billion by 2030.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

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. But as is often the case with call centers, things get complicated quickly. What is Occupancy in a Call Center?

Contact Center 67

Contact Center Event Planning Technology Technology 67

Hodusoft

APRIL 6, 2022

With customer experience galvanizing all other functions, the position has evolved to include more than just customer service. . 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.

Customer Experience 105

Customer Experience Contact Center Omnichannel Artificial Intelligence 105

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. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 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. It’s the acronym for Unified Communications as a Service. That’s where sophisticated UCaaS contact center software can be of immense use.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

CSAT.AI

AUGUST 12, 2021

Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. As Shopify shared in their 2020 blog , customer feedback helps identify such repeat problems. The amount of self-service options and how much customers use them also impacts the number of live agents needed for coverage.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98