Hodusoft

NOVEMBER 2, 2023

How Multi-Tenant PBX Systems Are Useful for UCaaS Service Providers The advent of multi-tenant PBX systems has revolutionized Unified Communications as a Service (UCaaS) space. At HoduSoft, we have years of experience and proven track record of providing multi-tenant PBX systems to UCaaS service providers. What is UCaaS?

Compliance 52

Compliance CRM Legal Customer Relationship Management 52

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The results?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Hodusoft

JULY 19, 2023

It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. In this blog, we will explore everything related to inbound call center software. IVR systems enable self-service capabilities and help route callers to the right department or agent.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Vincent Nero is the VP General Manager of Successories. Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

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

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. By managing urgent issues on priority, customer satisfaction and loyalty can be enhanced greatly. million in 2022 to US$34, 570.73

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Hodusoft

AUGUST 24, 2022

How can Enterprise VoIP System Benefit your Business. If you’re running a business, big or small, you’ve likely considered making the switch to a VoIP (Voice over Internet Protocol) phone system. Enterprise VoIP phone systems today offer a plethora of communication and collaboration features that can save your business time and money.

Omnichannel 98

Omnichannel Contact Center Start-ups Business Operations 98

Execs In The Know

MARCH 25, 2022

This blog post shares some key actions in each of these areas to help your organization improve the WFH Hybrid experience. Closed-loop systems that collect data and share decisions and actions spurred by this data help organizations understand and act on the employee perspective. Increase your skills and prowess at remote management.

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. First, we’ll look at what customer engagement systems do and why you need one. Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103

Hodusoft

JANUARY 10, 2024

Seamless Connectivity: Exploring the World of IP PBX for Hosted Service Providers Would you be surprised to know that many hosted service providers are adopting hosted IP PBX systems and hosted telephony systems more than ever before? Traditional phone systems are gradually giving way to more flexible and scalable solutions.

Sentiment Analysis 52

Sentiment Analysis Artificial Intelligence Customer Satisfaction Technology 52

Hodusoft

MAY 11, 2022

Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide. PBX systems have always been the solution to this emerging challenge. But the dilemma and debate over on-premise PBX systems and Hosted PBX System have been consistent over years. Greater control over the system reduces downtime.

CX 98

CX Government Actionable Insights Omnichannel 98

Beyond Philosophy

DECEMBER 7, 2016

Good relationship with senior management. Train them a lot more than you do now. They might train on systems or operational tasks, but there is no additional training beyond the initial new-hire regimen. Except, of course, when changing those systems or operations. Support them with sound systems.

Retail 167

Retail Customer Experience Customer Service CX 167

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. There was nothing that could be done.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Logicalware

NOVEMBER 5, 2021

Ticketing systems help customer service teams to manage, prioritise and track customer requests. As your business or contact centre grows, you may require a ticketing system to help manage your customer service and support requests. So in this blog, we’ll explain how they work and how they can improve your workflows.

Case Management 89

Case Management Outlook Social Media Omnichannel 89

Hodusoft

NOVEMBER 30, 2023

In this blog, we will cover everything related to call abandonment rates and why it is important. Here are the quick links to the topics that we will cover in this blog- What is the Call Abandonment Rate? Therefore, it is important to monitor this rate to ensure effective management of your call center.

Customer Satisfaction 59

Customer Satisfaction Technology Technology Actionable Insights 59

Hodusoft

JANUARY 1, 2024

In this blog, we will delve into the importance of virtual banking and the role of IP PBX Software in streamlining remote financial services. Digital banking uses electronic channels and platforms to manage banking services and conduct financial transactions without the need to be physically present.

Finance 52

Finance Compliance Artificial Intelligence ML 52

Hodusoft

APRIL 4, 2024

In this blog, we will explore HoduSoft’s innovative solution Omnichannel CX suite and its role in enhancing CX and overall business growth. Before we delve into the details of HoduCC omnichannel CX Suite , let’s ask you some questions- Are you struggling to manage multiple communication channels effectively? Let’s get started!

Omnichannel 52

Omnichannel CX Social Media Contact Center 52

Fonolo

APRIL 11, 2023

Looking for ways to optimize your call center queue management and improve customer satisfaction? And they should help call center managers see the importance of queue management and the perils of keeping customers waiting on hold You’ve come to the right place! If not, you probably should be! Customers hate waiting on hold.

Contact Center 81

Contact Center Social Media Social Listening Customer Satisfaction 81

Hodusoft

FEBRUARY 8, 2023

One area that is often overlooked but can make a significant impact on a business’s performance is the phone system. A modern, hosted PBX system is a cloud-based phone system that allows businesses to make and receive calls over the internet, and can therefore bring numerous benefits to an insurance business where every second matters.

Compliance 52

Compliance CRM Customer Relationship Management Customer Relationship 52

Comm100

JANUARY 2, 2024

This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents. Learning and evolving over time: These AI systems continuously learn from each interaction, becoming more sophisticated and effective in handling complex customer queries.

AI 72

AI Customer Service Gaming Innovation 72

Hodusoft

SEPTEMBER 6, 2023

In this blog post, we have discussed key things about generating leads and how outbound call centers play a crucial role in lead generation. This statement by renowned management consultant and academic Mohanbir Sawhney is extremely relevant in this context. To be effective in it, all agents need to be extremely well-trained.

Customer Retention 96

Customer Retention Sales Contact Center Artificial Intelligence 96

Hodusoft

AUGUST 23, 2023

Choosing the Right Multi-Tenant IP PBX Software for Your MSP Business A managed services provider (MSP) is an information technology (IT) services firm that manages infrastructure as well as a range of functions and processes for clients. Centralized management and monitoring To quote celebrated banker and financier Sanford I.

CRM 52

CRM Technology Technology Customer Relationship Management 52

Hodusoft

FEBRUARY 22, 2024

What former AOL’s CEO James Love Barksdale said for the Internet in the late 90s can be said for Internet Protocol Private Branch Exchange (IP PBX) communication systems in the present era, especially for Managed Service Providers (MSPs). And all credit goes to IP PBX systems. Read on and thank us later.

Innovation 52

Innovation Technology Technology 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. 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.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

TeamSupport

AUGUST 24, 2020

From time to first response to hourly ticket totals to the number of chat sessions per day and everything in between, a good customer service system can provide you with the metrics needed to improve your service operation. This blog series explores how to interpret key data and implement strategies as a result.

B2B 97

B2B Start-ups Customer Experience Management Customer Service 97

Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. These days, it’s easy for call center managers to get lost in the minutia of meeting daily targets, smoothing out peak call volumes, and handling agent turnover. He’s right! Agent development KPIs .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Hodusoft

DECEMBER 6, 2023

Overview of Call Center Software Call center software is like the central hub of a call center, facilitating smooth operations and workflow management. Think of it as a toolbox for call center agents and managers. When the software and CRM systems seamlessly collaborate, agents can have real-time customer interactions.

CRM 59

CRM Machine Learning Customer Satisfaction Gaming 59

Fonolo

FEBRUARY 11, 2021

So, it’s in your business’ best interest to ensure your team is well-trained, equipped, and motivated to make the most of each workday. It’s in your best interest to ensure your team is well-trained, equipped, and motivated. #cx Complement your call center technology with self-serve databases, AI chatbots, and blogs.

Start-ups 141

Start-ups CX Technology Technology 141

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. Agents undergo comprehensive training to understand the intricacies of the financial sector. Efficiency and Efficacy Management guru Peter Druckers said, “Efficiency is doing things right.

Contact Center 52

Contact Center Compliance Social Media AI 52

Customer Think

MAY 4, 2023

Why is this: The people designing the upload system do not understand what I had done as a possibility. This was so sloppily done that when I came back from lunch the system update had not been done and I had to wait another 15 minutes for this…Horrible, non-caring attitude. Let the customer do extra work! Soon, she said.

Customer Loyalty 69

Customer Loyalty Retail Technology Technology 69

Hodusoft

AUGUST 2, 2023

As an owner or a manager of a contact center, you must calculate your cost per call to make sure that you have no inefficiencies in your operations. This blog post discusses cost per call in detail as well as the importance of cost per call and the ways to reduce cost per call.

Contact Center 52

Contact Center Technology Technology Construction 52

Lightico

FEBRUARY 11, 2024

In our last blog on the subject, we covered IDP for Auto Finance in general but here we are diving a little deeper into the application process, where we often find lenders employing teams of “stare and compare” analysts and underwriters. All with our pre-training.

Data Entry 98

Data Entry Compliance Finance Unstructured Data 98

Beyond Philosophy

DECEMBER 6, 2019

When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule? How much time do senior and middle managers spend talking to customers? Sometimes, the only time senior management ever deals with customers is when there is a significant sale on the line.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. 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. management.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Logicalware

AUGUST 19, 2021

And if you need a refresher on what agent experience is, check out our blog series here.). McKinsey’s research found agents are most happy when they believe in their company’s mission, feel a strong sense of belonging, are given clear opportunities for progression, and a manageable workload. Contact centre agents use an average of 8.2

Sentiment Analysis 78

Sentiment Analysis Engineering Technology Technology 78

Callminer

APRIL 23, 2019

To train and evaluate call center staff. Eureka Redact is triggered when the system identifies sensitive data (such as credit card numbers), and then replaces that data with the word “redacted” in text transcripts and a silence block in audio calls. Double-check that your entire network’s security system is adhering to the regulations.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Totango

DECEMBER 28, 2021

They encompass how you manage your customer success team as well as how you interact with customers and incorporate customer data into your renewal process and product roadmap. This, in turn, depends on how much you invest in training your team. Use your standard processes to create training procedures and tools for your staff.

Net Promoter Score 95

Net Promoter Score Education NPS Start-ups 95