Hodusoft

JULY 19, 2023

It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. In this blog, we will explore everything related to inbound call center software. Agents are able to handle more calls in less time, enabling enhanced productivity.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Execs In The Know

APRIL 29, 2022

Learning how to deliver this in a distributed environment has proved challenging for many companies. Research shows that customer operations leaders in large organizations rely on an average of 175 SaaS applications to manage their CX workflows remotely. How can you turn agent insights into quantifiable action?

CX 98

CX Actionable Insights Touchpoint Technology 98

Execs In The Know

MARCH 25, 2022

Although the WFH hybrid model looks different for every organization, the success of the hybrid workplace hinges on organizations’ ability to balance the experience of in-office and remote workers with business goals and objectives. What’s working and not working when employees are remote? Employee Experience Checklist.

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

TeamSupport

OCTOBER 14, 2020

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. Don’t be afraid to lighten things up !

Gaming 98

Gaming Start-ups B2B 98

Hodusoft

SEPTEMBER 16, 2022

What is IP PBX Auto Provisioning and How Does it Work? But what’s the use of getting new agents? Your traditional PBX system cannot accommodate new agents as all existing telephone lines are being used at full capacity! Curious to know how? How does auto provisioning IP Phones work?

Business Operations 98

Business Operations Omnichannel Engineering Sales 98

Logicalware

JULY 30, 2021

In this blog, Puzzel CMO Jonathan Allan reflects on what this could mean for contact centres. The pandemic has given us a once-in-a-lifetime opportunity to reinvent how we work. Nearly one in five will work remotely all the time [1]. Now Covid-19 has given us a chance to reflect. What is hybrid working in the contact centre?

Compliance 59

Compliance Omnichannel Innovation Customer Service 59

CSAT.AI

AUGUST 12, 2021

Having an appropriate number of agents per call volume for the necessary 1:1 resolutions also reduces abandon rate. Management software that tracks metrics over time, including Key Performance Indicators (KPI) , also reveals repeat issues. Solving a recurring issue at its source takes another query off the agent’s queue.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Callminer

DECEMBER 17, 2019

Better Agent Performance. When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. Sales Pursuits. Sales Pursuits.

Contact Center 207

Contact Center Finance AI Innovation 207

DMG Consulting

JULY 9, 2021

Executives are still discussing whether or not contact centers agents will be allowed to work at home on a full-time or hybrid basis after the pandemic, but I believe the decision has already been made. Agents and other contact center employees have had a taste of freedom and are not going to give it up easily.

Contact Center 67

Contact Center Technology Technology 67

Logicalware

DECEMBER 6, 2021

But research shows just two in 10 managers intuitively understand how to coach employees [1]. So in this blog, we’re including three coaching form templates you can use to make your coaching and quality assurance process more effective and consistent across your contact centre. GROW model. CLEAR model. Contracting.

Business Consulting 97

Business Consulting 97

Execs In The Know

MARCH 31, 2023

By measuring customer and agent effort scores in tandem, CX leaders can tap into a more complete picture. Let’s look at some strategies to improve both customer and agent effort scores simultaneously, helping brands achieve customer loyalty and agent happiness. What Are Agent Effort Scores?

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

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. After all why would we want home agents, speech recognition, higher quality or better staff morale and management?

Contact Center 111

Contact Center Customer Satisfaction Technology Technology 111

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. 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.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Tyler Riddell.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Execs In The Know

MAY 10, 2021

We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. In “normal” times, this should be top of mind for executives, but the impact of COVID-19 has exasperated many of the stressors agents were already experiencing.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Execs In The Know

DECEMBER 8, 2021

During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. These are: Formalizing work-from-home (WFH) requirements and management. Introducing and optimizing digital transactions.

Contact Center 52

Contact Center Touchpoint Government CX 52

Execs In The Know

DECEMBER 8, 2021

During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. These are: Formalizing work-from-home (WFH) requirements and management. Introducing and optimizing digital transactions.

Contact Center 52

Contact Center Touchpoint Government CX 52

Hodusoft

NOVEMBER 27, 2022

The quality of your customer service relies on how effective your telemarketing efforts are. 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. It helps agents to maximize their potential in the least amount of time.

Sales 52

Sales CRM Omnichannel Social Media 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 Many brands have reinvented not only how they connect, but also how often, in what ways, and with what purpose. Communication Technologies.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Logicalware

DECEMBER 14, 2021

In this blog, our Director of WFM Emma Skygebjerg shares her top tips for planning and optimising your schedules. ” Tip #2: Factor in agent skills. This may impact how demand is distributed across your channels this Christmas. . “Puzzel WFM now enables agents to specify the days and times they prefer?

Government 98

Government Customer Service 98

Hodusoft

MAY 24, 2022

A call center is a place where the agents have to deal with a lot of callers on a daily basis. ACD is perhaps the most important and necessary call center tool that can help agents in the smooth handling of high volumes of calls. ACD- The Best Telephony System to Keep Your Agents Stay On Top of Things. How does ACD work?

Contact Center 96

Contact Center Customer Satisfaction Technology Technology 96

Comm100

NOVEMBER 23, 2021

To begin the journey towards improving CX, organizations must offer live chat – and in this blog we will explain why. Unlike phone support, live chat lets support agents handle multiple concurrent conversations. With this increased capacity, live agents can respond more quickly to customers instead of leaving them waiting on hold.

Customer Experience 90

Customer Experience CRM Omnichannel Social Media 90

Hodusoft

MAY 24, 2022

This shows how cloud contact center software is gaining in popularity every passing day. This blog will explain why cloud contact centers software is better than on-premise-based call contact centers and how cloud-delivered IP PBX software will adapt to meet the evolving needs of businesses. billion by 2025 from USD 11.5

Contact Center 98

Contact Center Finance Omnichannel Customer Relationship Management 98

Hodusoft

JANUARY 17, 2024

In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. By doing so, it enables agents to manage and handle customer communication across various platforms. It’s the acronym for Unified Communications as a Service. That laid the foundation stone for UCaaS.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Hodusoft

APRIL 26, 2023

Managing a virtual call center is not easy. If you happen to own or manage a virtual call center, you must know the importance of using the right metrics to not only track agents’ performance or call outcomes but also to ensure customer satisfaction. This quote by Seth Godin highlights the importance of using the right metrics.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service Customer Experience 52

CSAT.AI

MARCH 18, 2020

When we put out our blog last week on facing changes we didn’t yet know how big they would be. This week we are in a new paradigm due to COVID-19, where remote work is a necessity. We are addressing some of the key points to keep in mind to ease managing your remote customer service team. Encourage healthy breaks.

Customer Service 52

Customer Service CX AI Customer Satisfaction 52

Logicalware

AUGUST 19, 2021

With so much attention placed on customer experience in the contact centre, the needs of agents can often get overlooked. But agent experience is so tightly tied to customer experience that it’s impossible to successfully deliver one without the other. Happy agents are 3x as likely to feel empowered to resolve customer issues.

Sentiment Analysis 78

Sentiment Analysis Engineering Technology Technology 78

Hodusoft

JUNE 21, 2023

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. Types of call centers How does a call center work? How does call center software work? How to set up a call center? Read on and thank us later.

Omnichannel 52

Omnichannel Start-ups Customer Service Sales 52

Hodusoft

FEBRUARY 1, 2023

In this blog, we’ll take a closer look at the role of business phone systems for the banking industry, and explore the top 5 service providers in the market. In this blog, we’ll take a closer look at the role of business phone systems for the banking industry, and explore the top 5 service providers in the market.

Finance 52

Finance Omnichannel Social Media Artificial Intelligence 52

Execs In The Know

MAY 22, 2023

For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like? Enter the agent-focused employee experience. A truly positive employee experience extends beyond salary considerations.

CX 64

CX Technology Technology Construction 64

TeamSupport

OCTOBER 19, 2020

In Part 1 of this blog series, we introduce d why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. It starts with the cloud.

B2B 59

B2B Customer Relationship Sales Customer Service 59

Hodusoft

MARCH 30, 2023

This blog post explains what inbound call center software is, how it can benefit your business, and how you can handpick the best inbound call center software that fits your needs. What's inbound call center software and how it works? How the right inbound call center software benefit your business?

Customer Service 52

Customer Service Data Entry Contact Center Customer Relationship Management 52

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. In this blog post, we have listed the challenges MSPs’ call centers usually face, seven alarming signs that can indicate something is wrong in the call center operations, and six effective solutions.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Callminer

APRIL 23, 2019

By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance. To ensure the quality of customer service.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

SugarCRM

JULY 7, 2022

The pandemic has forced many businesses to recalibrate how and where we work. It has reshaped how business leaders think, how staff wants to work, and customer expectations. Technology for collecting, managing, and advancing customer interactions is vital for all businesses. Capture, Manage and Analyze Customer Data.

Technology 55

Technology Technology Data Entry ML 55

Execs In The Know

OCTOBER 20, 2022

So how can you ensure that your contact center provider has what it takes to foster a winning culture? Managers are leaned-in and invested . In a recent survey of American workers, 81% of respondents said they want to quit because of their manager. 5 Signs of a Winning Employee Experience That Will Drive Better CX Results .

Contact Center 52

Contact Center CX Start-ups Finance 52

Hodusoft

AUGUST 30, 2022

In this blog, we will get a detailed insight into all these three cloud-based technologies. In today’s knowledge-driven business world, how a business shares and exchanges information defines its success. Instead of relying on local hard drives and private data centers, cloud computing uses remote servers to store and access data.

Contact Center 52

Contact Center Social Media ML Technology 52