Execs In The Know

JANUARY 9, 2024

In this blog, we aim to debunk common misconceptions surrounding BPO and shed light on its significant contributions to modern business practices. Myth 5: BPO Is Limited to Call Centers Fact: BPO encompasses a wide array of services and functions beyond call center operations.

Finance 93

Finance Innovation Customer Service Customer Experience 93

Customer Service Life

OCTOBER 28, 2023

Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” Can we please end this call now?”

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

Hodusoft

JUNE 8, 2022

Top Call Center Metrics and KPIs to Every Business Should Track. Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. So how do you determine the success of your business?

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

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. Customers want to feel seen.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

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: . It ties up lines and makes the whole center fall behind. Tyler Riddell.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. CX matters!

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

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

CX Accelerator

JULY 1, 2020

Now: I have to call when I arrive to see if I can enter the waiting room and I am required to wear a mask during the appointment. However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. Back To CX Accelerator Blog

Contact Center 182

Contact Center CX Technology Technology 182

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. 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.

Contact Center 100

Contact Center Gaming Customer Service Customer Satisfaction 100

Hodusoft

MARCH 6, 2024

If yes, then you must understand what factors define the success of e-commerce. Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty. Some of these tasks include managing order processing, customer support, and inbound & outbound calls.

E-commerce 52

E-commerce Contact Center Social Media Gaming 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. 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.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Callminer

JULY 22, 2018

Let’s take a look at 4 critical measurements to determine the effectiveness (or, conversely, ineffectiveness) of the outsourced contact center: 1) Service Level. As any contact center manager knows, service level is a metric composed of a pair of numbers: a percentage value and a time value in seconds. 2) Agent Turnover.

Contact Center 186

Contact Center CX Compliance Customer Service 186

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. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Compliance Social Media AI 52

Hodusoft

APRIL 6, 2022

With customer experience quickly becoming the driver of success for brands. Many trends will come up when it comes to customer experience, and this blog will cover these trends in an easy-to-understand manner. Contact Centers will leverage Artificial Intelligence. It is the key to success.

Customer Experience 105

Customer Experience Contact Center Omnichannel Artificial Intelligence 105

Hodusoft

DECEMBER 6, 2023

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. This is particularly critical for call centers, where customer satisfaction is paramount for the business’s success.

CRM 59

CRM Machine Learning Customer Satisfaction Gaming 59

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. Call-Backs. Call-backs are a powerful thing. Service Levels.

Contact Center 182

Contact Center Technology Technology Customer Loyalty 182

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

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. This shows how cloud contact center software is gaining in popularity every passing day.

Contact Center 98

Contact Center Finance Omnichannel Customer Relationship Management 98

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

Hodusoft

JANUARY 18, 2022

This blog explores factors influencing the auto dialer software market in 2022 , such as manufacturing techniques and methods, distribution channels, and models of products. The auto-dialer can connect the caller with someone or play a recorded message when the call connects. a voice modem . an active phone line. Preview dialers.

E-commerce 105

E-commerce Hospitality Hospitality Education 105

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. Types of Call Center Software. Be mindful of integrations.

Contact Center 140

Contact Center VOC Social Media AI 140

Uniphore

NOVEMBER 18, 2021

How CX Leaders Can Leverage Emotional Intelligence to Lead Their Teams to Success Human emotions are complex. For example, a customer may tell a call center agent they’re happy with the service they just received, but emotion AI can analyze patterns in their speech to deduce that they are being sarcastic or lying.

CX 162

CX Artificial Intelligence AI Business Growth 162

Execs In The Know

APRIL 5, 2024

While traveling to the event, their communication traversed multiple channels: an email regarding Pi Day, a voice call about her competition, and a text message revealing the results. Roy Dunn, General Manager of Member Service Centers at Costco, understands customers’ high expectations, particularly given their membership fees.

Contact Center 52

Contact Center AI Social Media CX 52

Execs In The Know

NOVEMBER 22, 2022

Strategies for Leading a Multilingual Global Contact Center. Overhaul your operational strategies and take your business to the next level with these five tips for leading a successful multilingual contact center. Five Considerations for Multilingual Contact Center Operations. Explore translation technology.

Contact Center 98

Contact Center CX Technology Technology 98

VOZIQ

FEBRUARY 6, 2023

CFOs are now laser-focused on their retention efforts because, let’s face it, retention is one of the metrics to judge a company’s success. 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. This IS Personal. Explore the guide here.

Contact Center 40

Contact Center AI Technology Technology 40

ECXO

MAY 16, 2024

In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. This fundamental principle drives the organization towards long-term success and customer loyalty.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. But setting up a call center is relatively easy compared to managing its operations day in and day out. Read on to know more.

Net Promoter Score 52

Net Promoter Score AI Start-ups Contact Center 52

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. CCaaS is the acronym for Contact Center as a Service. That led to the exploration of the idea of having agents access the contact center software through the Internet.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

MattsenKumar

SEPTEMBER 21, 2023

The blog post discusses how Speech Analytics is reshaping CX and why it is poised to be a future trend. What is Customer Experience(CX) and Its Relevance in Successful Business Customer Experience (CX) is the intricate relationship between a business and its customers. It protects customer details from being misused by cybercriminals.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

Hodusoft

DECEMBER 28, 2022

What is Call Center Management? Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. By implementing call center management, organizations can accurately measure, monitor, and optimize their performance.

Net Promoter Score 52

Net Promoter Score NPS Data Entry Business Growth 52

Hodusoft

JULY 13, 2022

In today’s competitive environment, effective communication is imperative for business success including real estate and this can only be achieved by investing in modern software like IP PBX System. It would be correct to say that the ease and effectiveness of communication are the keys to success in the real estate industry. .

Real Estate 105

Real Estate Finance Technology Technology 105

CSAT.AI

AUGUST 12, 2021

Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. Calls that end prior to resolution or in queue have a negative impact on overall scores, customer retention and cost per call. Having an appropriate number of agents per call volume for the necessary 1:1 resolutions also reduces abandon rate.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. How customers perceive your brand is essential to your success. Customers don’t want to call you in the first place. They definitely don’t want to call you twice.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Hodusoft

APRIL 26, 2023

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Managing a virtual call center is not easy. Only the right metrics can tell you if things are working in your call center or not. Read on to gain valuable insights.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service Customer Experience 52

Execs In The Know

OCTOBER 7, 2022

Therefore, a structured approach that transforms outsourcing relationships into mutually beneficial partnerships is critical to long-term success. We will explore key areas to transform vendor management approaches into a partner success model for the future. See The State of Contact Center Vendor Management PDF.

Scorecard 98

Scorecard Government Contact Center CX 98