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. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. Some may want to chat as they browse a website.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

UJET

FEBRUARY 24, 2020

Customer support agents who are knowledgeable about products, processes, or systems can help customers achieve first contact resolution. Through data-driven reporting and Workforce Optimization solutions, you can find agents who would be good candidates. Curate Specialized Agents Internally.

Customer Experience 101

Customer Experience 101

Hodusoft

JULY 3, 2023

When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. If the calls last too long then it may indicate that customers wait for a long time to get the necessary solutions to their problems, which can increase their dissatisfaction. Both scenarios are bad.

Contact Center 52

Contact Center Customer Satisfaction Customer Relationship Management Start-ups 52

TeamSupport

AUGUST 3, 2020

“Due to increased call volume, hold times may be longer than usual.” This blog series will explore several tools that can help your customers solve issues on their own and speed the time to resolution, and ways to help them feel more comfortable doing so. How many times have we heard that when calling a customer support line?

B2B 64

B2B Technology Technology Customer Service 64

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

TeamSupport

MARCH 10, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The first way to do so is to ensure product adoption and use. For example, MachMotion’s standard is to first respond to a ticket within four hours.

B2B 98

B2B Customer Relationship Start-ups Innovation 98

CSAT.AI

MARCH 8, 2023

In this blog post, we will discuss how you can ensure your customers get the right answer. It’s especially good when that answer comes via the first contact. They may only know that their device doesn’t work, for example, but they don’t know what’s needed to make it work.

Sentiment Analysis 91

Sentiment Analysis AI Sales Customer Service 91

Hodusoft

NOVEMBER 1, 2022

What is First Call Resolution (FCR): A Complete Guide. The organization’s using the Call Center Software to measure how well they handle customer calls and try to improve CX with the first call resolution. A good FCR is a priority for businesses. What is the first call resolution (FCR)?

Net Promoter Score 52

Net Promoter Score Predictive Analytics Customer Satisfaction CRM 52

Zendesk

MAY 26, 2021

It’s also the processes that support the teams making good customer service happen. The main difference between service today and service 10 years ago is that customers expect premium service to be built-in from the first sales or marketing interaction and carry through to the moment they ask for help, post-purchase, and back again.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

SurveySensum

SEPTEMBER 14, 2023

And that’s what we’re going to explore in this blog. 5) HelpStack Multi-Channel Support In-App Knowledge Base Customizable Widgets Contact their team Contact their team 3.9 (5) 5) SurveySeparrow User-Friendly Surveys Seamless Integration Extensive Customization Both Contact their team 4.4 (5) With IN-APP SURVEYS.

Social Media 52

Social Media Start-ups Sentiment Analysis Actionable Insights 52

Zendesk

APRIL 28, 2021

But in lieu of personalized service, self-service support is your stand-in, and it needs to be just as good as your agents. With that in mind, self-service is ideal for customers who have simple queries and want a fast response, while those who have more complicated issues may need live assistance. For complex issues.

Start-ups 98

Start-ups AI Customer Service Customer Expectations 98

ModSquad

APRIL 13, 2021

If you read the “About Us” page on a company website, you may see text about “providing great customer service” or “service excellence.” With this in mind, here are some other factors you may wish to consider: Ensure your menus can easily be used on small screens. Convenience is Key.

Customer Experience 52

Customer Experience Customer Loyalty Customer Service 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

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. The role of a call center manager is complex and challenging. William Taylor. velvetjobs.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

UJET

MARCH 17, 2020

Through cloud-native customer support technologies like Contact-Center-as-a-Service platforms, otherwise known as CCaaS, agents only need a stable internet connection and a web browser tab to access necessary support tools. A strong customer support team is integral to the success of any business. Use the Best Tools and Platform.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

Customer Service Life

APRIL 16, 2019

This article was originally published on the FCR blog on March 22, 2019. I recently contacted a company for customer service regarding a piece of software that was critical to me finishing a project. Up against a deadline, I wanted a quick resolution and that called for a live channel. Click here to read the original.

Social Media 97

Social Media Start-ups Customer Service Contact Center 97

Customer Service Life

AUGUST 22, 2019

This article was originally published on the FCR blog on July 2, 2019. And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center. Image by Free-Photos from Pixabay. Click here to read the original.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

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. Outbound telemarketing When a business proactively contacts prospects through voice calls, it is known as Outbound Telemarketing. What is telemarketing software?

Sales 52

Sales CRM Omnichannel Social Media 52

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

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. B2B customer service may be manual or automated. When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers.

B2B 93

B2B Customer Service B2C Net Promoter Score 93

Callminer

AUGUST 6, 2019

Although some training and support may be required, the software should be user-friendly and intuitive. 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.

Contact Center 140

Contact Center VOC Social Media AI 140

SurveySensum

AUGUST 14, 2023

While talking about it may seem easy, improving the customer effort score can be a real struggle. Provide Multiple Channels For Contact/Feedback Imagine this: You send a CES survey via WhatsApp to a customer who recently contacted your customer service team, but the twist is that the customer doesn’t even use WhatsApp on that number!

Customer Experience 52

Customer Experience E-commerce NPS Customer Satisfaction 52

CSAT.AI

NOVEMBER 28, 2018

If customer service resolution isn’t meeting company goals don’t assume your customer service agent is an idiot. Empower your agents, as they are your path to resolution. They’re like soldiers following orders, some of which may seem at odds with your customer’s goal, causing friction or delayed resolution.

Customer Service 52

Customer Service CRM Sentiment Analysis Start-ups 52

Aquire

JULY 26, 2021

First, here’s some advice on how to write customer service emails. They may not always be right, but this approach will help you address customers genuinely — and they’ll remember that. Responding to a customer who churned on good terms. Every great act of customer service has a few key things in common. Take care, [Your name].

Customer Service 98

Customer Service Start-ups Social Media Customer Feedback 98

Lumoa

APRIL 21, 2022

Reduced churn New opportunities Satisfied customers Bigger communities Less complaints More references Understand other’s preferences “Response time” “First call resolution” Are these really insightful Or just noise pollution? What will your answer be? I can almost picture the scene. Do I have a mandate?” Your CEO self is happy now).

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

Comm100

MAY 10, 2018

You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. This may not be the fuzzy sort of care that companies and agents hope for from their customers. Complaining Customers Care.

Social Listening 82

Social Listening Social Media Customer Service Start-ups 82

Fonolo

NOVEMBER 15, 2017

If these 9 characteristics sound familiar to you, then there’s a good chance you’re a customer service guru: Sign #1: You Never Lose Your Cool. This is not necessarily a quality you were born with either; it may be a skill you developed overtime. Patience is a sure-fire sign of someone well-equipped for the customer service profession.

Customer Service 100

Customer Service Contact Center Social Media Education 100

Provide Support

OCTOBER 7, 2015

Whether we are talking about customer service or any other aspect of life, the first step in that direction is to recognize the fact the some things are out of balance now. The majority, 84% of customers, are “ends-focused”, choosing the channel based on their expectation of a successful question resolution through that channel.

Customer Service 86

Customer Service Social Media VOC Customer Feedback 86

Fonolo

MAY 7, 2015

Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Make Your Contact Center a Great Place to Work. Keep Up With the Latest Contact Center Technology. Review Their Contact Center’s Data.

Contact Center 126

Contact Center Technology Technology Start-ups 126

ClearAction

SEPTEMBER 3, 2018

First contact resolution (FCR) was groundbreaking in the realization that customers’ judgment of performance is the ideal orientation. However, we may still need to re-think customer care metrics in use today if we want to adopt the ideal customers’ judgment orientation. Customer wait time during chat.

Social Media 54

Social Media Sentiment Analysis Customer Expectations CRM 54

Customers That Stick

JANUARY 22, 2015

Basic Contact Information. This is the solid foundation you need to stay in contact with your client. This is the solid foundation you need to stay in contact with your client. Name, address, phone number, email address and the like are essential to making sure you can contact your customers in a timely fashion.

Data Entry 119

Data Entry Sports Customer Service Customer Experience 119

Comm100

APRIL 27, 2020

For contact centers with hundreds or even thousands of employees, equipping every agent to handle queries from all channels might not be the best way to implement an omnichannel approach; it commands a broader agent skillset and more training to handle every channel’s unique requirements. Which customer is contacting you?

Omnichannel 59

Omnichannel CRM Customer-Centric Organization Social Media 59

Help Scout

APRIL 16, 2019

It should come as no surprise that when a customer contacts you, they expect to hear back. To be responsive, you need to study where, when, and how often customers contact you, then have staff in place to answer them. Per this timeline, phone support has been around for over 100 years! By contrast, online service is quite new.

Customer Expectations 40

Customer Expectations Customer Service Technology Technology 40

Zendesk

JUNE 21, 2023

For businesses that prefer organic referrals, these brand advocates may not be the best fit, but depending on the industry, influencer advocates can bring in great results. Sometimes, the best way to market your company is through the very people who use your products or services. Who can be a brand advocate?

Social Media 52

Social Media Net Promoter Score Education Construction 52

Intercom

SEPTEMBER 28, 2023

We may need new methodologies to evaluate interactions – while human-driven CSAT offers insights into the quality of customer-rep connections, bot-influenced CSAT tells a much simpler story that may be less relevant to high-performing support teams. Where should we focus our efforts? Welcome, Noel, it’s great to have you here.

AI 59

AI Start-ups Education Customer Service 59

Zendesk

FEBRUARY 7, 2022

In a highly competitive, digital-first world , providing your customers with responsive, relevant support is more important than ever. Whether it’s over email, messaging, social media or the phone, being where your customers are — and helping them solve their problems — should be a first-rate priority for any business. Not exactly.

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

Comm100

NOVEMBER 8, 2017

But how do you know who is going to be a good match for your team? This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Download Now.

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42