UJET

MARCH 17, 2020

The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. Here are five tips to manage your remote customer support agents. If there aren’t any immediate concerns, change the meeting time to add some variety. Use the Best Tools and Platform.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

UJET

JUNE 3, 2020

Right now, your support team is either mostly or entirely remote. How can you manage a dispersed team effectively when everyone is remote? Agents start work by signing in , but what other technology do they need? It’s important that they have access to tools they need to work successfully. Use the Right Technology.

Start-ups 82

Start-ups Technology Technology Customer Experience 82

Execs In The Know

APRIL 29, 2022

The COVID-19 pandemic has changed the way customers think – and what they want. Research shows that customer operations leaders in large organizations rely on an average of 175 SaaS applications to manage their CX workflows remotely. To address the situation, many companies are looking at tools like Fin’s Work Insight Platform.

CX 98

CX Actionable Insights Touchpoint Technology 98

Hodusoft

APRIL 24, 2024

In this blog post we will discuss everything about ISDN, starting from its origin and evolution to how it works, its pros and cons, and the alternatives. History and Evolution of ISDN How Does ISDN Work? What is PSTN – A Complete Guide Read More How Does ISDN Work? What is ISDN? Read on to know more.

Start-ups 52

Start-ups Technology Technology Gaming 52

Intercom, Inc.

APRIL 13, 2018

Great SaaS sales reps can change your entire business. The best ones are efficient, motivated, effective, and creative in how they operate on a day-to-day basis. They have a knack for identifying quality prospects, making strong impressions quickly, and closing deals that seem out of reach. Upselling value to existing customers is key.

Sales 224

Sales CRM Social Media Customer Acquisition 224

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

Hodusoft

MAY 11, 2022

The business communication demands are evolving as most companies are shifting towards remote and hybrid work models. Depending on the internet connection; Internet interruption may disrupt the work. Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide. Cloud-based PBX.

CX 98

CX Government Actionable Insights Omnichannel 98

Execs In The Know

JULY 1, 2021

On June 10, 2021, Execs In The Know hosted the Enabling Work-From-Home Briefing , an exclusive, virtual event dedicated to exploring “must-haves” and best practices for achieving long-term work-from-home (WFH) success. Today, great communication starts with great communication tools. 1 — Invest in Essential Technologies.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Logicalware

JULY 30, 2021

The future of work is likely to be hybrid — with more employees wanting flexible working in the wake of the pandemic. 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. Or is it time for change?

Compliance 59

Compliance Omnichannel Innovation Customer Service 59

Execs In The Know

OCTOBER 7, 2022

Reimagining how you think about governance models, vendor manager skillsets, role expectations, measurements, and levels of oversight will help you navigate the changing nature of outsourcing. A well-structured model ensures VMOs meet contractual requirements and address changing business needs in an intentional way.

Scorecard 98

Scorecard Government Contact Center CX 98

Fonolo

APRIL 11, 2023

In this blog, we’ll explore the best practices for call center queue management. This technology has become even more important during the pandemic, as many people are working remotely and may not have the time to wait on hold for extended periods. If not, you probably should be! Customers hate waiting on hold.

Contact Center 81

Contact Center Social Media Social Listening Customer Satisfaction 81

Zendesk

DECEMBER 1, 2020

But the environment of constant change driven by COVID-19 made business transformation more relevant than ever , shrinking the transformation timeline from years to weeks, according to Gartner. Moving to a remote-first workspace. The importance of digital transformation isn’t under question. That’s table stakes. Reskilling employees.

AI 98

AI Technology Technology Artificial Intelligence 98

Hodusoft

FEBRUARY 22, 2024

Being third-party companies, MSPs remotely manage a business’s information technology (IT) infrastructure and end-user systems. In this blog post, we discuss the ways IP PBX has transformed the communication landscape for MSPs and how you can handpick the right IP PBX solution for your MSP business. Read on and thank us later.

Innovation 52

Innovation Technology Technology Gaming 52

Hodusoft

JANUARY 5, 2022

Call volumes increased dramatically, staffing levels dipped, and agents had to deal with a sudden and prolonged adjustment to work from home. One has witnessed that small businesses are more vulnerable to changes. Hybrid Working. In a hybrid work model, employees can work both in-office and remotely.

Predictive Analytics 52

Predictive Analytics Contact Center Technology Technology 52

ProProfs

MAY 8, 2020

Did you know that over 50 percent of employees across the world work outside their office headquarters for at least 2.5 Or that globally 85% of businesses think they are more productive because they have flexible working systems in place? conferencing tools. Take a look: Make Sure Training Software Works Across Devices.

Social Media 85

Social Media Government Start-ups Technology 85

Hodusoft

JANUARY 5, 2022

Call volumes increased dramatically, staffing levels dipped, and agents had to deal with a sudden and prolonged adjustment to work from home. One has witnessed that small businesses are more vulnerable to changes. Hybrid Working. In a hybrid work model, employees can work both in-office and remotely.

Predictive Analytics 52

Predictive Analytics Contact Center Technology Technology 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. Lead by example.

Customer Service 52

Customer Service CX AI Customer Satisfaction 52

Intercom, Inc.

FEBRUARY 25, 2021

Bobby Stapleton , our Senior Manager of Customer Support for North America, recently caught up with Annette to chat about getting to know the customer and why personas and journey mapping are the perfect tools to do it. At least, that’s Annette Franz ‘ s two cents on the matter. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Callminer

APRIL 21, 2020

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. This also leads to being more productive and efficient in your work. Ben Winter.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

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. There is a continuous need to rethink and adjust business strategies and tactics to adapt to the new world of work. Embrace Automation.

Technology 55

Technology Technology Data Entry ML 55

DMG Consulting

JULY 9, 2021

Practical Considerations for Hybrid and Work-at-Home Contact Center Employees. 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. be allowed to work from home?

Contact Center 67

Contact Center Technology Technology 67

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. With the mass migration to working from home, video conferencing has become ubiquitous. Our findings showed that 62 percent of consumers responded favorably to using automation or AI tools to improve video conversations. Ah, 2022, a new year. Not so fast.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Hodusoft

DECEMBER 13, 2023

Unlocking the Potential of Hosted Telephony System Google’s co-founder Larry Page once said “Especially in technology, we need revolutionary change, not incremental change.” Let’s take the example of one of the most widely used tech tools in our day-to-day lives—the telephony system. But the way it has evolved is remarkable.

Compliance 64

Compliance CRM Artificial Intelligence Customer Relationship Management 64

Execs In The Know

MAY 22, 2023

In this blog post, we’ll be exploring the benefits and challenges associated with focusing on agent-focused employee experiences, specifically how integrating this kind of approach can improve customer interactions. What does a positive agent-focused employee experience look like? Enter the agent-focused employee experience.

CX 64

CX Technology Technology Construction 64

Intercom, Inc.

APRIL 29, 2021

And if starting a new role wasn’t challenging enough, the show started filming a couple of weeks before the COVID-19 crisis, meaning that we got to watch in real time as she faced the challenges of pivoting to remote work. Here are some of our favorite takeaways from the conversation: 1. Don’t be afraid to try something different.

Innovation 118

Innovation B2B Start-ups Education 118

Hodusoft

FEBRUARY 1, 2023

Accelerating Banking Success: The Top Business Phone Systems to Consider The banking industry is constantly evolving and adapting to the ever-changing technological landscape. 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

Totango

AUGUST 21, 2020

A: How was the Totango learning curve for these 13k users especially with so many tools SAP already has? I would say our challenge isn’t with the actual tool, it would be with how data is presented across the SAP landscape that leads to 80% of the questions and support tickets. SC: Totango is very easy to use and is cloud-based.

Innovation 115

Innovation NPS Touchpoint Start-ups 115

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In this blog, we’ll discuss how to create goals that will take your call center to the next level. There’s no question that contact center agents are some of the hardest working people in the world.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Intercom, Inc.

APRIL 19, 2018

Yet competition and the exponential rate of change in software are pushing against that mission. The concept was the foundation for his popular talk and ultimately his classic, long-form blog post. Prior to Intercom I spent about 10 years working for big tech companies. Enter our philosophy of Run Less Software.

Engineering 192

Engineering Technology Technology Start-ups 192

ProProfs

MAY 4, 2023

In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. Engaged employees believe in their company’s mission and values and work enthusiastically and passionately. Did you know that almost two-thirds of U.S. employees are disengaged ? Is your company also facing the woes of employee disengagement?

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Hodusoft

JANUARY 27, 2023

In this blog, we’ll provide a comprehensive comparison of both types of systems and explain how VoIP works through some prominent examples. VoIP Phone System - A Definitive Guide As internet systems continue to evolve, more and more companies are turning to VoIP as their communication solution of choice.

CRM 52

CRM Start-ups Customer Relationship Management Technology 52

Hodusoft

OCTOBER 12, 2022

A lot of factors need to be considered when choosing a PBX, and this blog details the top 7 key differences between the two choices. However, the internal changes or issues should be taken care of by the businesses themselves. Hosted IP PBX software is the best tool for businesses having remote and hybrid work models.

Compliance 52

Compliance Contact Center Technology Technology 52

Execs In The Know

NOVEMBER 30, 2021

Earlier this month, we shared some powerful insights from the event’s five keynote presentations as a part of a five-part blog series. A lot has changed in the last 18 months. Registration is simple, free, and it takes only a minute to get immediate online access to this insightful content. Moderator: Sav Khetan, Tealium.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Hodusoft

JANUARY 17, 2024

With the launch of the telephone, switchboards became the standard tools for routing calls. Between the 1960s and 1990s, the invention of IP PBX , Interactive Voice Response (IVR) system, and voicemail system changed the way businesses used to communicate. After that, came the traditional private branch exchange (PBX) system.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Hodusoft

NOVEMBER 2, 2023

As per a GlobeNewswire report , the multi-tenant UCaaS market is projected to grow almost 20 percent through 2030 because of the rapid adoption of remote working. In this blog post, we will discuss how multi-tenant PBX are useful for UCaaS service providers. What is UCaaS and How It works? What is UCaaS?

Compliance 52

Compliance CRM Legal Customer Relationship Management 52

Zendesk

APRIL 15, 2022

And with more sales teams going back to the office in 2022, we’re all wondering: What’s changed? And that’s not even considering outside data and statistics that inform trends across the entire industry. What’s important to know? And what do best practices look like as we make the transition back to cubicles and swivel chairs?

Sales 52

Sales CRM Social Media B2B 52

SurveySensum

NOVEMBER 10, 2023

A robust website feedback tool. Using an efficient website feedback tool is a game-changer for online businesses. But with an abundance of website feedback tools in the market, how to choose the right one for your business? What are the best tools out there? What is a Website Feedback Tool?

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52