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

Hodusoft

JULY 3, 2023

When agents learn to make the most of their stipulated time and provide superior customer service within that, then nothing can stop money from pouring in. If the calls last too short, it may indicate that agents are not giving necessary attention to customers’ problems and rushing through the call. Both scenarios are bad.

Contact Center 52

Contact Center Customer Satisfaction Customer Relationship Management Start-ups 52

Fonolo

NOVEMBER 7, 2018

It’s good practice to strike an optimum occupancy rate and revisit key performance indicators in an overall effort to improve service levels, as we discussed here. Gamification is endlessly useful for engaging and training new employees, as well as for boosting agent morale and staff engagement. Agent Care. Look it up.

Contact Center 182

Contact Center Technology Technology Customer Loyalty 182

TeamSupport

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. Automation is the use of technology to perform tasks without human intervention. One such transformative tool that has gained prominence is automation.

Customer Service 59

Customer Service B2B AI Innovation 59

Hodusoft

MAY 10, 2024

As per recent stats the number of remote call center agents is expected to grow by 60 percent from 2022 to 2024. That means they don’t need customer service representatives and agents to be physically present in one location unlike traditional call centers and contact centers that are confined to physical locations.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Hodusoft

FEBRUARY 16, 2022

The same report suggests a 60% increase in customer service agents working from home. Also Read our another blog on A Guide to Hybrid Workforce Technology for the Future of Work. Optimizing your hybrid contact center team: Must-have features. ? Features like call recording enable supervisors to monitor the team’s performance.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Hodusoft

JUNE 8, 2022

Well, to measure your call center’s effectiveness, you first need to keep track of a few relevant call center metrics or key performance indicators (KPIs). . But when it comes to discovering the effectiveness, monitoring the efficiency, and optimizing the performance, it is crucial to measure the call center metrics.

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

Callminer

AUGUST 1, 2017

Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Nahabat Shanza. Markus Linder. Brett Remington. Tsahi Levent-Levi.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Hodusoft

NOVEMBER 30, 2023

Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent? In this blog, we will cover everything related to call abandonment rates and why it is important. Also, a high call abandonment rate is 10% or more.

Customer Satisfaction 59

Customer Satisfaction Technology Technology Actionable Insights 59

TeamSupport

JUNE 20, 2023

As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout. In this blog, we will explore the five best practices that customer support teams should implement to provide great customer experiences even in challenging times.

CX 97

CX Customer Satisfaction Customer Experience Customer Service 97

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

MattsenKumar

MAY 7, 2024

The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions. Our blog post discusses outsourcing customer service to meet modern expectations. As per data by Helplama, 54% of all companies use third-party support teams to connect with customers.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service CRM 52

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. Leveraging automation tools and streamlining communication channels along with key strategies can empower agents to overcome this challenge.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Execs In The Know

DECEMBER 8, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. Introducing and optimizing digital transactions. Leveraging competitive sourcing to revise footprint and address poor performing partners. has seen our client’s experience. WFH Insights.

Contact Center 52

Contact Center Touchpoint Government CX 52

Execs In The Know

DECEMBER 8, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. Introducing and optimizing digital transactions. Leveraging competitive sourcing to revise footprint and address poor performing partners. has seen our client’s experience. WFH Insights.

Contact Center 52

Contact Center Touchpoint Government CX 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

Totango

DECEMBER 1, 2021

In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. An agile customer success strategy employs a methodology of continuous, iterative, incremental improvements to achieve consistently optimized client outcomes. Allocate resources. Document Your Client’s Requirements.

Innovation 99

Innovation Government Customer Journey Map Technology 99

UJET

MARCH 17, 2020

But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. Here are five tips to manage your remote customer support agents. These check-ins can include company updates, performance feedback, or queue assignment information.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

Hodusoft

JANUARY 3, 2024

An era where agents can work from anywhere in the world without being tied to one particular place. In the last few years, the demand for CCaaS has increased significantly owing to the growth of remote working and agents working from home during the pandemic and subsequent lockdowns. billion by 2030. billion by 2030.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. What is Customer Journey Optimization?

Customer Journey Map 95

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 95

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

Fonolo

AUGUST 15, 2023

Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s the most common measure of how much of their time your call center agents spend dealing with customers.

Contact Center 67

Contact Center Event Planning Technology Technology 67

Hodusoft

SEPTEMBER 7, 2022

Inbound call center software helps businesses to optimize huge volumes of inbound calls in order to deliver excellent customer service. In this blog, we will unpack the fundamentals of inbound calling and disclose some proven ways to improve call center inbound calling strategies by leveraging tools like call center software.

Omnichannel 52

Omnichannel Social Media CRM Customer Satisfaction 52

Hodusoft

DECEMBER 21, 2023

In this blog, we delve into a field of banking and financial industry that has rapidly advanced with the use of advanced call center software solutions. This may complicate the FCR efforts made by customer support agents. This provides a more holistic view, leading to prompt issue resolution.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

Hodusoft

OCTOBER 14, 2022

The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success. Today, e-commerce businesses are leveraging omnichannel contact center software to optimize their customer support operations and build loyalty by serving customers better. Curious to know how you can do it?

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

MattsenKumar

OCTOBER 12, 2023

The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions. Our blog post discusses outsourcing customer service to meet modern expectations. 16.24% of small businesses chose to outsource customer service to increase efficiency.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

Hodusoft

DECEMBER 28, 2022

By implementing call center management, organizations can accurately measure, monitor, and optimize their performance. It's also about ensuring that agents are equipped with the right tools and data to handle their tasks efficiently. It is an excellent way to assess call center operations and agent effectiveness.

Net Promoter Score 52

Net Promoter Score NPS Data Entry Business Growth 52

Hodusoft

APRIL 5, 2023

This blog post details seven best practices for managing call center operations. Without those, you simply cannot handle calls no matter how talented and skillful agents you have. Sophisticated call center software will streamline your calls and automate most of the mundane tasks, your agents’ efficiency and productivity.

Net Promoter Score 52

Net Promoter Score AI Start-ups Contact Center 52

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. What is Customer Journey Optimization?

Customer Journey Map 74

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 74

UJET

JUNE 3, 2020

Agents can access the platform from any location and are fully capable of helping customers resolve issues. Agents start work by signing in , but what other technology do they need? A supervisor should have a complete understanding of which tools agents need and make sure that they have access to them all. Stick to Schedules.

Start-ups 82

Start-ups Technology Technology Customer Experience 82

Hodusoft

FEBRUARY 29, 2024

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. Insufficient Training and Development Programs The success of a call center heavily relies on the skills and knowledge of its agents.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. What is Customer Journey Optimization?

Customer Journey Map 62

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 62

Taylor Reach Group

NOVEMBER 30, 2018

After all why would we want home agents, speech recognition, higher quality or better staff morale and management? Not reading trade press, blogs and newsletters. “We Not considering the agents’ point of view when you examine new technologies. Not giving agents the authority to make any decisions.

Contact Center 111

Contact Center Customer Satisfaction Technology Technology 111

Totango

SEPTEMBER 14, 2021

We’ll cover a range of variables, spanning customer service performance to customer loyalty incentives. We’ll look at both how these elements impact satisfaction and how you can manage them to optimize the customer experience. These include monitoring metrics such as Net Promoter Score and taking steps to optimize them.

Customer Satisfaction 91

Customer Satisfaction Net Promoter Score Customer Loyalty Technology 91

Fonolo

OCTOBER 18, 2017

A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Executive Report on Performance & Agents.

Contact Center 117

Contact Center Customer Satisfaction NPS Touchpoint 117

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. It helps agents to maximize their potential in the least amount of time. Call routing 82% of customers expect their issues to be resolved by talking to one agent.

Sales 52

Sales CRM Omnichannel Social Media 52

Hodusoft

AUGUST 13, 2021

It helps the customer service agents focus on customer interactions rather than getting caught up in clerical tasks. . They are immensely useful in settings where customer service agents are required to perform repetitive tasks. The call agent just clicks to select the phone list. . The steps are as follows: .

Sales 98

Sales Engineering Education Customer Service 98