Fonolo

MARCH 7, 2023

If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. Such changes and improvements within each realm are common. TIP: Today, 70% of customers expect self-service options.

Social Media 87

Social Media AI Technology Technology 87

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.

Contact Center 140

Contact Center VOC Social Media AI 140

MattsenKumar

JULY 31, 2023

A vital aspect of this experience is through call centers, where customers can receive support and have their queries answered. To ensure exceptional customer experience , it’s essential to implement quality monitoring solutions in the call center.

Social Media 52

Social Media Customer Feedback Customer Satisfaction Customer Relationship Management 52

Hodusoft

JULY 3, 2023

Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. What’s the “standard” AHT for a call center?

Contact Center 52

Contact Center Customer Satisfaction Customer Relationship Management Start-ups 52

SurveySensum

JANUARY 26, 2024

Intrigued, she navigated the website and product and finally placed the order. Through insightful analysis, practical tips, and real-world examples, we aim to equip businesses with the knowledge needed to navigate and enhance their customers’ journey, leveraging the power of a robust customer feedback tool.

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

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. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. You might think a simpler measurement like “call per hour” would answer this same question.

Contact Center 67

Contact Center Event Planning Technology Technology 67

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. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. They definitely don’t want to call you twice.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Hodusoft

AUGUST 2, 2023

Cost Per Call : A Key Metric for Your Contact Center Have you ever wondered how much money you spend to handle a single call? If you’ve mulled over the question, then you must be aware of the concept known as ‘cost per call.’ Cost per call is one of the most important metrics for contact centers.

Contact Center 52

Contact Center Technology Technology Construction 52

SurveySensum

NOVEMBER 14, 2023

This blog has got you covered because here are the top 13 tips to create effective surveys with website feedback examples. To implement this tip effectively, consider using various feedback collection methods. To implement this tip effectively, consider using various feedback collection methods.

E-commerce 52

E-commerce Omnichannel Touchpoint Close the Loop 52

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). These phone calls are often kept for many reasons, including: Protection against liability. To train and evaluate call center staff. To ensure the quality of customer service.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. Bliss is a fitting last name for the Founder and CEO of CustomerBliss , which focuses on improving the lives of customers in any industry. Jeanne Bliss.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Fonolo

MARCH 12, 2020

Reviewing support tickets for customer insights is one of the things great call centers do on a daily basis. Besides adding to your Frequently Asked Questions (FAQ) this can also provide inspiration for blog posts, videos and tutorials. Top related content: How to Improve Service Levels in Your Call Center.

Social Media 118

Social Media Contact Center Omnichannel NPS 118

Fonolo

MAY 3, 2023

Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. It’s also what Fonolo Call-Backs do best. What is an Abandoned Call? TIP: Most contact center software will generate a Call Detail Record (CDR).

Contact Center 75

Contact Center Net Promoter Score Customer Satisfaction Start-ups 75

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

NOVEMBER 1, 2022

What is First Call Resolution (FCR): A Complete Guide. Companies, regardless of their size, are leaving no stone unturned to improve their customer service experience. 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.

Net Promoter Score 52

Net Promoter Score Predictive Analytics Customer Satisfaction CRM 52

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. VoC analytics improves products, services, and processes to meet consumer expectations better.

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

Hodusoft

JUNE 28, 2023

Complete Guide on Busy Lamp Field: Functions, Benefits, and Configuration Tips Just imagine how frustrating it would be if you have a room full of customer service representatives in your call center but you have no idea how many of them are speaking with callers and how many of them are available.

Contact Center 52

Contact Center Hospitality Hospitality Finance 52

Hodusoft

MARCH 30, 2023

Small Business Inbound Call Center Software to Improve Customer Service As a business owner, you must never underestimate the power of your phone system. You will not only need it to make various outgoing calls to your suppliers, business partners, and customers but also to receive incoming calls.

Customer Service 52

Customer Service Data Entry Contact Center Customer Relationship Management 52

Totango

AUGUST 25, 2022

In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. SaaS customer engagement is the strategic management of interactions with software users to help them see the value of the product. Send email tips on advanced features to customers in the adoption phase. What Is SaaS Customer Engagement?

Net Promoter Score 96

Net Promoter Score Customer Acquisition NPS Customer Journey Map 96

UJET

MARCH 17, 2020

Here are five tips to manage your remote customer support agents. You can even video chat through other communication apps like iMessage, WhatsApp Messenger video calling, or other popular messaging apps with video support. Are there more voice calls coming in the morning and then it transitions to a majority of in-app communication?

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

Hodusoft

APRIL 12, 2023

How Contact Center Software Help Insurance Companies in Enhancing CX? With nearly three-fourths of customers expecting insurance companies to leverage new technologies for better communication, the need for cutting-edge tools such as omnichannel contact center software is needed more than ever before.

Contact Center 52

Contact Center Omnichannel CX Customer Satisfaction 52

Aquire

JULY 5, 2021

Want to improve customer service? Generally, customer service KPIs can be useful for: Strategic opportunity: what to improve in your product, CS processes, and more. Efficiency: your team or individual productivity. Efficiency: your team or individual productivity. Then you need to measure the right metrics.

Net Promoter Score 80

Net Promoter Score Customer Service Social Media NPS 80

Fonolo

FEBRUARY 19, 2019

It’s hard to believe, but the WordPress dashboard doesn’t lie: This is our 1000 th blog post! From the very beginning, we knew we didn’t want the blog to just be a tool for self-promotion. Too many company blogs are filled with recycled press releases and thinly-veiled cheer-leading. Call Center Metrics.

Contact Center 62

Contact Center AI Artificial Intelligence Entertainment 62

Hodusoft

JANUARY 24, 2023

Telemarketing Software: Features, Benefits, and Implementation When the concept of telemarketing began in the 1950s, telephonists, or switchboard operators as they were known back then, used traditional phone systems to call prospects. Imagine a call center during the era that employed hundreds of agents. That’s just one agent.

Contact Center 52

Contact Center CRM Sales Start-ups 52

CommBox

JANUARY 4, 2022

According to Deloitte, a whopping 88% of businesses are now prioritizing customer experience in their contact centers. If you want to maximize sales, retain more existing customers , and avoid the nasty one-star Facebook reviews, here are seven tips for crafting the perfect customer experience strategy. What does all of this mean?

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

SurveySensum

AUGUST 7, 2023

Dive into our guide for 8 simple yet powerful practices to help you improve your B2B customer experience and set your business apart from the competition. 8 Best Practices for Marketers to Improve B2B Customer Experience Here’re the top 8 practices that you must include to enhance your customer’s experience : 1. You’re not alone!

B2B 52

B2B Customer Experience Omnichannel Customer Retention 52

Zendesk

FEBRUARY 17, 2022

The buyer’s journey (sometimes called a purchase journey) describes the process a customer goes through to purchase a product or service. Or, they might call the manufacturer and get their headphones replaced. The consumer knows they have a problem, but they don’t know about your company or your products or services.

Social Media 98

Social Media Sales Education CRM 98

Taylor Reach Group

AUGUST 30, 2017

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Top 50 Customer Service Blogs & Websites for Business . Five Reasons New Call/ Contact Centers Fail . Contact Center Customer Service Consultancy Adds Industry Veteran to the Firm . Newsletter.

Contact Center 51

Contact Center Artificial Intelligence Customer Satisfaction Customer Service 51

Help Scout

MAY 20, 2021

So how can marketing teams create content and messaging to improve customer success and drive retention? In this post, we’re sharing some great examples of customer success marketing — marketing activities and features specifically designed to help existing customers be successful with your product. What is customer success marketing?

Start-ups 79

Start-ups Event Planning Social Media Customer Acquisition 79

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Contact Center 126

Contact Center Technology Technology Start-ups 126

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. A PBX system serves as the core for managing and routing voice calls within an organization. What is UCaaS?

Compliance 52

Compliance CRM Legal Customer Relationship Management 52

CommBox

MAY 18, 2022

Not to mention that upselling products to your existing customer base is much easier. For instance, Jake is a call center manager, and he’s looking for a digital customer support solution. This will give you precious data on what you might need to improve and let your customers know that you genuinely care about them.

Social Media 98

Social Media Omnichannel Customer Acquisition Customer Loyalty 98

1 to 1

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. According to a Pew Research Center report, “The State of Gig Work in 2021,” 9% of U.S. Other tips and best practices include: 1.

CX 52

CX Contact Center Innovation Customer Satisfaction 52

Shep Hyken

APRIL 18, 2022

Product Drops Not Price Drops: Attracting Full-Price Customers In The Face Of Inflation by Dan Wallace-Brewster. Not every shopper falls neatly into one of two categories, and many have different behaviors for different product categories. Often there is a “gap,” a difference that often indicates the executives just don’t know.

Customer Service 65

Customer Service Retail CX Start-ups 65

Customer Service Life

MARCH 28, 2019

This article was originally published on the ICMI blog on January 24, 2019. But in my context, it was contact center agents casting a wide net by instant messaging multiple supervisors and managers on duty for help with an issue. The most common use for Slack in contact centers is as an escalation channel for frontline agents.

Contact Center 60

Contact Center Close the Loop Engineering Customer Satisfaction 60

PeopleMetrics

MARCH 26, 2018

Your website, call center or storefront are all examples of possible customer touchpoints. In this edition of #CXSecrets , I will reveal why it is essential to include customer feedback collection as a part of your overall customer touchpoint map, as well as a few quick tips for optimizing the feedback collection experience.

Touchpoint 86

Touchpoint CEM Business Administration NPS 86