Hodusoft

JANUARY 3, 2024

In this blog post, we discuss CCaaS in detail starting from what CCaaS is, its top benefits, its key features, and how you can handpick the right CCaaS solution for your business needs. As the name suggests, the technology allows businesses to use a remotely all-in-one hosted and cloud-based set-up service for customer interactions.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Hodusoft

APRIL 17, 2024

Auto attendant, also known as Interactive Voice Responder (IVR) system is an advanced business phone system feature that automates and simplifies the incoming call process and routes the callers to the most appropriate agent or department. Personalized Experience Customers expect personalized experiences from auto attendance.

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

Callminer

AUGUST 1, 2017

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. Too many portals…”. Errors happen.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Zendesk

MAY 12, 2021

A “bad experience” can happen at any touchpoint in the customer’s journey, from their first interaction all the way to final sale and beyond. This type of technology helps team members across departments provide positive service experiences—no matter how a customer interacts with your business—reducing the chance that a customer will leave.

Customer Retention 52

Customer Retention Net Promoter Score Touchpoint CRM 52

Hodusoft

MARCH 13, 2024

This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support. They offer scalability, adapting to fluctuations in customer support demands without compromising service quality. Customization allows for a more personalized customer support experience.

Contact Center 52

Contact Center Compliance Social Media AI 52

Customer Service Life

JUNE 3, 2019

This article was originally published on the ICMI Blog on March 19, 2019. The first is a productivity metric and the second a quality metric. In cases where quality and productivity are out of balance, negative consequences are likely to follow. If that’s the requirement, what kind of quality do you think you’ll see?

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

Callminer

APRIL 23, 2019

To ensure the quality of customer service. Your training program should include written standards for call agents, explaining handling ‘personal identifiable’ information (credit card numbers, social security numbers, birth dates, addresses, etc.). An often-used subjective measure of ‘quality of service’ is call scoring.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

SurveySensum

NOVEMBER 22, 2023

Designing Intuitive and Easy-to-Fill Feedback Forms Intuitive and easy-to-fill feedback forms can significantly impact the quality and quantity of insights gathered from users. If you run a travel blog, for instance, post questions to gather feedback from your followers about their dream travel destinations.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

SurveySensum

JULY 10, 2023

If not, then this blog is for you. It includes all interactions between customers and retail staff, aiming to enhance satisfaction, build loyalty, and foster a positive brand image. These factors include the presence of e-commerce giants, the impact of social media, and the growing desire for personalized experiences.

Retail 52

Retail Customer Service E-commerce Social Media 52

Help Scout

APRIL 29, 2021

A customer service culture is not about the specifics of individual customer interactions. Resources like the Help Scout Blog have great ideas to help your team hone its skills. Define customer service quality: You can’t have a customer service culture if you don’t know what you mean by good customer service.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

MattsenKumar

SEPTEMBER 2, 2021

We will go over the process of assessing your call center outsourcing vendor in-depth in this blog and discuss the 12 most helpful tips to hire the right call center outsourcing company. Always keep an eye on your rivals’ prices and the quality of their services. Get Assured Of The Top Quality.

Contact Center 52

Contact Center Compliance Technology Technology 52

Hodusoft

DECEMBER 28, 2022

Call center management plays a significant role in determining business efficiency and customer service quality. Let’s unwrap some useful call center metrics that provide deep insights about consumer interaction and can be leveraged by businesses to improve CX. Utilizing call center management tools as a business growth promoter.

Net Promoter Score 52

Net Promoter Score NPS Data Entry Business Growth 52

Customer Service Life

MARCH 24, 2018

This article was originally published on the ICMI Blog on December 21, 2018. I went through my last year of blog posts and found the experiences that taught me something, and in some cases continued to gnaw at me throughout the year. Lesson #2: Quality scores really don’t matter. Quality scores matter and they don’t.

Contact Center 60

Contact Center Artificial Intelligence Machine Learning Start-ups 60

Comm100

JANUARY 21, 2021

The best live chat software will be able to integrate with the company’s customer relationship management (CRM) system so the live chat agent can easily access the visitor’s details, helping them to provide more personalized service. However, this can be very costly for both person-per hour costs and toll charges. Let’s dig in. •

Social Media 98

Social Media Compliance Sales Customer Relationship Management 98

SurveySensum

JULY 10, 2023

If not, then this blog is for you. It includes all interactions between customers and retail staff, aiming to enhance satisfaction, build loyalty, and foster a positive brand image. These factors include the presence of e-commerce giants, the impact of social media, and the growing desire for personalized experiences.

Retail 40

Retail Customer Service E-commerce Social Media 40

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. Create an escalation chain with your most nuanced and skilled agents handling difficult interactions, while fairly balancing the interaction load. This week we are in a new paradigm due to COVID-19, where remote work is a necessity.

Customer Service 52

Customer Service CX AI Customer Satisfaction 52

Shep Hyken

DECEMBER 23, 2022

The technology can produce marketing copy like newsletters, emails, and even blogs. It can also improve the chatbot experience on websites and provide personalized content to customers based on their history. Securing a rapidly expanding universe of edge devices, both professional and personal, is the second challenge,” said Raman.

AI 65

AI Contact Center Technology Technology 65

ProProfs

AUGUST 2, 2020

In this blog, we’ll talk about: How does an enterprise quiz maker help meet business goals? . Many of these include goals that have to be met for the business to flourish in the long run, such as: Quality lead generation. Let’s explore these solutions more: 1- Lead Quizzes- For Quality Lead Generation. Better hiring.

Compliance 105

Compliance Education Social Media Sales 105

Intercom

FEBRUARY 1, 2022

With a new bar set for what is achievable digitally, customer expectations have grown in correlation – particularly when it comes to support, its availability, and the quality of the customer experience. . Personalization is your first port of call . The good news? Businesses who act fast can close the expectation gap.

Start-ups 59

Start-ups Customer Expectations Customer Feedback Customer Experience 59

Help Scout

DECEMBER 26, 2018

Our VP of Finance, Shawna Fisher, delivered a talk at a company retreat about how negotiation is best understood not as a face-to-face confrontation, but as a side-by-side, problem-solving journey: “Negotiation is fundamentally about human interaction. It was such a good speech we talked her into writing it up for our blog audience.

Sales 40

Sales Finance 40

CSAT.AI

SEPTEMBER 10, 2020

As an empathetic person, the palpable worry of these two people was distressing. Most people don’t take surveys – if they did – we wouldn’t have companies like Surveymonkey, and Nicereply writing blogs about improving a 2% response rate. Grading every interaction on equitable grounds that are scalable leads to fairness.

Customer Service 52

Customer Service Customer Satisfaction Gaming Contact Center 52

CSAT.AI

OCTOBER 13, 2020

Interactions LLC conducted customer surveys in 2020 that revealed general support for AI and robotics. However, I’m seeing smart companies use the chatbot to support the customer service rep (when interacting with a customer). From Shep Hyken’s 2021 blog : . “As self-service), 2) customer service representative assistance (i.e.,

AI 52

AI Machine Learning Customer Service Artificial Intelligence 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. The phone system for banking must assure a high level of uptime and be able to handle unexpected spikes in call volume. What is a banking phone system?

Finance 52

Finance Omnichannel Social Media Artificial Intelligence 52

Hodusoft

APRIL 4, 2024

According to a report , one in three customers leave a brand they love after just one negative experience, while 92% abandon a company after two or three negative interactions. In this blog, we will explore HoduSoft’s innovative solution Omnichannel CX suite and its role in enhancing CX and overall business growth. Let’s get started!

Omnichannel 52

Omnichannel CX Social Media Contact Center 52

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Companies that use speech analytics software have an easier time monitoring these interactions. Nabahat Shanza is a professional content writer for the blog of Dialer360.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Empathy: How personally involved do you become in solving the needs of a customer? Tell me more about it.

Customer Service 207

Customer Service Start-ups Education Gaming 207

SurveySensum

NOVEMBER 6, 2023

The challenges here are multifaceted – businesses might not be asking the right questions at the right interaction or not allocating the right resources. So, with this blog, we will delve deeper into the right NPS methodology that will help you turn your NPS feedback into action. Let’s understand them.

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

Callminer

NOVEMBER 6, 2018

If you want to turn your consumers from acquaintances into friends, then you need to make every interaction show that you care about them regardless of the reason for their call or how often they call. So, how confident are you that every interaction that takes place while you read this blog will make customers want to stay loyal?

Contact Center 186

Contact Center Invoicing Customer Experience Technology 186

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Empathy: How personally involved do you become in solving the needs of a customer? Tell me more about it.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Hodusoft

NOVEMBER 2, 2023

In this blog post, we will discuss how multi-tenant PBX are useful for UCaaS service providers. So, without further ado let’s dive right into the blog post and know more about UCaaS and multi-tenant PBX in detail. This integration enhances customer interactions and helps in providing a more personalized experience.

Compliance 52

Compliance CRM Legal Customer Relationship Management 52

Comm100

DECEMBER 14, 2022

It automates workflows so that the data gathered from a customer is analyzed and interpreted to have tailor-made interactions with each individual customer. In 2022, businesses across sectors witnessed a 19% drop (the biggest ever) in customer experience quality. And CXA does more than just change customer perception.

Customer Experience 52

Customer Experience Net Promoter Score Non-Profits Artificial Intelligence 52

Zendesk

NOVEMBER 1, 2021

They evaluate where there may be issues in the buyer’s journey and how to make every interaction the best it can be. The CS team provides onboarding resources—such as videos, knowledge base articles, and blogs—so their customers can make the most of the CRM. Onboarding stage.

Customer Experience 98

Customer Experience Net Promoter Score Touchpoint CRM 98

Customer Service Life

JUNE 17, 2019

This article was originally published on the FCR blog on May 24, 2019. How are you currently tracking quality for your customer service team? I hope that’s a freeing thought for folks out there who might feel like they’re doing quality wrong in their contact center because they’ve not yet gone high tech. No formulas required.

Contact Center 63

Contact Center Machine Learning Customer Service Customer Satisfaction 63

SurveySensum

SEPTEMBER 7, 2023

When to send: Conduct Relationship NPS surveys after important shipments or orders to assess the quality of logistics and delivery services. Also, measure your CSAT score as it would help you to capture feedback related to various interactions and service experiences. This approach is highly useful for retail.

NPS 52

NPS Net Promoter Score Close the Loop B2B 52

Execs In The Know

FEBRUARY 17, 2023

In return, service teams can help marketing stay ahead of changing preferences, leveraging their daily interactions as a source of truth into what customers want more or less of – including feedback for the product lifecycle, content strategy, and brand positioning. Guest blog post written VXI.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

Customer Service Life

AUGUST 28, 2019

This article was originally published on the MaestroQA blog on June 6, 2019. If you had to choose, what would you say are the absolute most important items on your quality form? If our agents can be successful in those four things, the result should be a great customer interaction. Click here to read the original post.

Social Media 67

Social Media Compliance Contact Center Start-ups 67

Comm100

FEBRUARY 10, 2022

Netflix then uses this information to personalize its content recommendations and meet your preferences—leveraging the power of personalization to engage with its users. Why does personalized customer service matter? But personalized customer service goes a long way in building better relationships and attracting more buyers.

Customer Service 52

Customer Service Social Media Omnichannel Customer Acquisition 52