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

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. It’s worth it!

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

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

VOZIQ

FEBRUARY 6, 2023

This blog is a culmination of all the points from a classic book The One to One Future. Take in the essence of the book through the blog here. 7 Contact Center Trends to Watch in 2023 There is a new generation of adults and that means a new generation of expectations from providers. Explore the guide here.

Contact Center 40

Contact Center AI Technology Technology 40

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. The Inner Circle Guide to Cloud-based Contact Centre Solutions.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Fonolo

NOVEMBER 7, 2018

While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems. Service Levels. Gamification. Look it up. Call-Backs.

Contact Center 182

Contact Center Technology Technology Customer Loyalty 182

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Innovation 81

Innovation Customer Service Omnichannel Social Media 81

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

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. Costco takes a deliberate approach to channel offerings.

Contact Center 52

Contact Center AI Social Media CX 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: . 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

Logicalware

MAY 18, 2023

As great customer service becomes even more critical for brands, selecting the right CCaaS (Contact Center as a Service) vendor for your business has never been more important. With numerous options available in the market, contact centre decision-makers often turn to analyst reports to gain valuable insights and guidance.

Contact Center 52

Contact Center Innovation Technology Technology 52

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

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

Fonolo

MARCH 16, 2021

Still getting to grips with call center metrics and which ones are the most important? This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. Contact Center Trends 2021.

Contact Center 125

Contact Center Social Media Customer Satisfaction Omnichannel 125

Execs In The Know

MAY 6, 2022

Companies and contact centers are asking employees to come back to the office now that most “lockdowns” are over. There are three key trends shaping the workforce today that employers should embrace – listen more, adopt a gig workforce, and build internal resilience. The first trend is so obvious yet often ignored.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. The pressure is rising for businesses to step up their CX game. That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. During the conversation, we talked about some recent blog posts I had written. Industry Trend Predictions for 2021. Check out this write-up on Jeff’s blog and listen to the full interview.

CX 83

CX Contact Center B2B Customer Service 83

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

Execs In The Know

MARCH 6, 2023

PHOENIX, ARIZONA, US, March 6, 2023 — Global customer experience (CX) industry leader Execs In The Know is thrilled to announce the release of the 2022 CX Leaders Trends & Insights: Corporate Edition report. Expand your CX knowledge today: CX Research , CX Insight Magazine , and Blog.

CX 52

CX Contact Center Touchpoint Technology 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. With many potential combinations, picking the right call center tool software is no easy feat.

Contact Center 140

Contact Center VOC Social Media AI 140

Fonolo

JANUARY 8, 2020

In fact, all of the above images have been used in my own blog posts over the years. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Several trends are poised to make a significant impact on contact centers in 2020. Making your contact center omnichannel ready.

Scorecard 101

Scorecard B2C Contact Center Omnichannel 101

Execs In The Know

OCTOBER 9, 2022

Are artificial intelligence (AI) and machine learning (ML) buzzwords or a practical reality for your contact center? Here are three ways we’ve seen organizations realizing real results with an AI-powered contact center. Contact centers are an organization’s window into customer feedback, trends, and sentiment.

ML 59

ML AI Contact Center Customer Experience 59

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. When applied on an omni-channel basis, they can identify trends and opportunities regardless of the department where they occur.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

CX Accelerator

OCTOBER 25, 2018

There is no doubt that the contact center industry is poised for massive changes. Summarized below are a few of the most popular trends coming out of the conference… Most of us are not ready for AI. As Justin Robbins says, even the basic tool sets in most contact centers are broken.

CX 140

CX Net Promoter Score NPS Contact Center 140

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. Guest blog post written by ibex. That disconnect comes with significant implications.

Contact Center 52

Contact Center CX Omnichannel Customer Relationship Management 52

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

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. Read on and thank us later.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

CSAT.AI

AUGUST 12, 2021

Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. Zendesk’s 2021 Customer Experience Trends Report reveals 75% of customers are willing to spend more on a brand that provides quality CX. As Shopify shared in their 2020 blog , customer feedback helps identify such repeat problems.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

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

Zendesk

APRIL 28, 2021

This harmonious approach is important because 69 percent of customers want to resolve as many issues as possible on their own using self customer service options, according to the Zendesk Customer Experience Trends Report. These consumers will likely prefer direct contact with agents regardless of the nature of their issue.

Start-ups 98

Start-ups AI Customer Service Customer Expectations 98

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. Her blog is a must-read for those keen on leadership in customer service, customer listening, and engagement. Intercom.com . On the agenda? Peter Lavers.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Social Media Customer Service Start-ups 99

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.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. 1 tech trend for 2022. 2 trend, the emergence of cybersecurity mesh, has the most explosive potential. Conversational AI Expands Beyond the Contact Center. Ah, 2022, a new year. Not so fast. However, their no. Here too, necessity-fueled invention.

AI 130

AI Artificial Intelligence Healthcare Legal 130

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

Fonolo

DECEMBER 18, 2018

We made it to the last blog post of 2018. 135 blog posts. What drives us is our deep belief in strengthening customer service and customer experience for call centers and contact centers across North America, and the knowledge that our solutions are making customers happier than ever. Over 5000 Twitter followers.

Contact Center 70

Contact Center Artificial Intelligence Social Media Touchpoint 70

TeamSupport

JULY 1, 2020

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated.

Sentiment Analysis 59

Sentiment Analysis B2B Contact Center Customer Satisfaction 59