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

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

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

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. However, as the demand for exceptional customer service continues to rise, the operating costs associated with BPO contact centers are also rising greatly.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

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

Aquire

OCTOBER 6, 2021

The interactions are almost always initiated by the customer and center around providing communication, guidance, and assistance. Think about when someone reaches out to a call center or live chat agent to ask about an order issue — a negative interaction with a rep could change a customer’s entire perception of your brand for the worst.

Customer Service 98

Customer Service Net Promoter Score Customer Experience Social Media 98

Fonolo

JUNE 14, 2019

From metrics, to employee satisfaction, to advances in AI, our customer service blog has you covered. The riveting read breaks things down into six guiding principles, making it a digestible, dynamic, and ultimately, a convenient read. Advice from a Call Center Geek. The Benefit of Call-Backs.

Customer Service 92

Customer Service Contact Center Construction Engineering 92

PeopleMetrics

SEPTEMBER 12, 2019

That’s the focus of this blog post. There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Online chat is another part of modern contact centers.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

Shep Hyken

DECEMBER 13, 2021

Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. Yet, millions of people around the world are frustrated daily as call center agents keep customers on hold for long periods, are oblivious to a customer’s distress, or are unable to provide accurate information. Respond to customers faster.

Social Media 74

Social Media Customer Service VOC Retail 74

Hodusoft

NOVEMBER 15, 2022

Streamline Your Business Processes with the Best Call Routing System With the advancement in technology, the usage of VoIP (Voice over Internet Protocol) is growing at an exponential rate. Call center software , IP PBX solutions, broadcasting software, etc. In this blog, we begin with decoding call routing and its management.

Invoicing 52

Invoicing Customer Service Sales Business Operations 52

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. We’ve highlighted some of those stories on this blog and I’m generally bullish on companies that are working this angle.).

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. 10 Contact Center Technologies You Should Know. Why does contact center technology matter?

Contact Center 70

Contact Center Technology Technology CRM 70

Intercom

FEBRUARY 1, 2022

Personalization is your first port of call . Having this data at your fingertips helps you and your team nail personalization and, ultimately, retain happy customers! You both play a role in sharing information, but ultimately you are the one leading. For example: Getting started guides for the beginner. . The good news?

Start-ups 59

Start-ups Customer Expectations Customer Feedback Customer Experience 59

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. And that ultimately leads them to…. That’s where the buyer’s journey comes in. What is the buyer’s journey?

Social Media 98

Social Media Sales Education CRM 98

SurveySensum

AUGUST 14, 2023

A week into getting my new smartphone, I got a call from customer support checking in on my experience. As the call ended, I realized the agent had saved me from forgetting about the cover altogether. Where the customer support agent proactively anticipates the customer’s need which ultimately led to an upselling?

Customer Experience 52

Customer Experience E-commerce NPS Customer Satisfaction 52

ClientSuccess

DECEMBER 20, 2018

Just as every customer success team has different types of compensation guidelines, so too do these teams rely on different metrics to track and guide department, team, and individual success. When it comes to customer success as a pillar of growth in your business, the financial metrics will most likely take center stage. Quick Ratio.

Customer Satisfaction 49

Customer Satisfaction Sales Gaming Customer Retention 49

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. We’ve highlighted some of those stories on this blog and I’m generally bullish on companies that are working this angle.).

AI 52

AI Customer Service Contact Center Artificial Intelligence 52

Customer Bliss

APRIL 6, 2017

eConsultancy just put out a guide around customer experience best practices , some of which are detailed in this blog post. They may contact a call center, or they may reach you on Twitter. Two stats jumped out at me right away — and those two stats are indicative of problems that some CX teams are having.

Touchpoint 92

Touchpoint CX Customer Experience 92

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. With robust advanced features like call bridging, least cost routing , real-time analytics & reporting, etc. What is a banking phone system?

Finance 52

Finance Omnichannel Social Media Artificial Intelligence 52

Totango

JANUARY 17, 2019

To stay relevant, you need to embrace this new customer-centered economy and offer your customers a partnership invested in their growth and expansion. The customer-centered economy forces us to shift the way we think about the flow of our business. Have a customer-centered renewal strategy in place. #1. Escalation preparation.

Customer Loyalty 74

Customer Loyalty Social Media Customer Retention Start-ups 74

CommBox

MAY 18, 2022

For instance, Jake is a call center manager, and he’s looking for a digital customer support solution. Consequently, you can reduce wait times, ultimately improving the customer service experience. . Think how-to guides or tips and tricks-type articles and newsletters, for example. Consider creating buyer personas.

Social Media 98

Social Media Omnichannel Customer Acquisition Customer Loyalty 98

ClientSuccess

MARCH 20, 2018

Customers ultimately value results over relationships and the best companies are delivering results through extraordinary customer experiences.”. Every customer deserves an investment in their success, and when you customer is at the center of everything you do, success is easy.”. The ultimate gauge of customer success isn’t renewal.

Engineering 40

Engineering Customer Experience Customer Service 40

Totango

AUGUST 14, 2020

Ultimately, you and your customer must create your own customer success definition that is measurable, flexible, and equates directly to real-world growth. Each stage can then be assigned goal-driven actions that guide customer engagements and keep them on track to long-term growth. The key word is “ongoing.”.

Start-ups 76

Start-ups Customer Feedback NPS Customer Satisfaction 76

ClientSuccess

OCTOBER 10, 2017

During the Onboarding Stage, customer success takes center stage. This is also the stage where CSMs should be closely tracking and measuring specific metrics, such as engagement (How many people show up for kick off or onboarding calls?), Ultimate Guide to SaaS Customer Success Metrics. Onboarding Stage.

Sales 40

Sales Start-ups NPS Customer Satisfaction 40

ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Taking that time in the AM to center myself and just “be” makes all the difference. Ultimate Guide to SaaS Customer Success Metrics.

B2B 52

B2B Start-ups Gaming Sales 52

ClientSuccess

JUNE 11, 2019

If you live in a remote location suggest a telephone call. Read Blogs on Customer Success software websites and attend local Customer Success meet up events so that you can learn about the key trends and topics. Customer Success Metrics Toolkit: your ultimate guide to defining and measuring all things Customer Success.

Start-ups 40

Start-ups Gaming Customer Retention Customer Loyalty 40

ClientSuccess

NOVEMBER 21, 2017

When a customer goes dark and it becomes difficult to engage, it might be time to call in the cavalry. Ultimate Guide to SaaS Customer Success Metrics. Blog Posts: C SM From The Trenches: Why Product Usage Isn’t Always King & 3 Lessons Worth Learning Early. Here are 5 ways to re-engage when a customer goes dark: 1.

Customer Relationship 50

Customer Relationship Start-ups Sales Customer Satisfaction 50

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The key is being consultative and guide customers to their outcomes. Being on the CSM frontline allows us to directly influence the success of our clients.

Technology 44

Technology Technology Engineering Start-ups 44

Fonolo

OCTOBER 26, 2023

The State of the Contact Center in 2023 Industry Report The difference between these relative levels is significant and is surely something reflected in your bottom line. Customers don’t care that your call volumes are spiking. Of course, there’s a third level: unsatisfactory, where companies miss the mark entirely.

Customer Expectations 81

Customer Expectations Social Media Contact Center Customer Service 81

ClientSuccess

DECEMBER 18, 2017

For those just joining my blog series CSM from the Trenches , welcome. The final fundamental centers around trust. You can become involved in two ways : Guest blog posts : Have a frontline CSM best practice you’d like to share? CSM shout-outs : Do you know a CSM who goes above and beyond the call of duty? Example here.

Social Media 41

Social Media Retail Technology Technology 41

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. James Gregory is the founder of a digital marketing agency called Agency Backlinks.

Customer Service 207

Customer Service Start-ups Education Gaming 207

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. The Honest and Practical Guide to Customer Experience.’

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

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. James Gregory is the founder of a digital marketing agency called Agency Backlinks.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Ultimately, customers want to feel like their issue matters. Ability to Multitask. Willingness to Help Others.

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

Hodusoft

JANUARY 27, 2023

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. In this blog, we’ll provide a comprehensive comparison of both types of systems and explain how VoIP works through some prominent examples.

CRM 52

CRM Start-ups Customer Relationship Management Technology 52

Zendesk

APRIL 18, 2022

They may have requested a demo, called your sales department, or sent an email/message indicating their interest in a particular product or service. Sure, you can generate B2B leads through the traditional methods of door-to-door sales or cold calling , but there are strategic ways in 2022 to find the same people more efficiently.

B2B 98

B2B B2C Sales Social Media 98

ClearAction

AUGUST 6, 2019

Marketing impact is greatest when every group is guided by customer experience insights in daily decision-making. Product Marketing: Voice-of-the-customer data from new and existing customers guide innovation with product and development teams. Customer journey insights are used to improve and to guide the employee experience.

Customer Journey Map 48

Customer Journey Map Net Promoter Score Social Media NPS 48