Hodusoft

MARCH 6, 2024

Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty. Here comes the role of an unsung hero, known as BPO (Business Process Outsourcing), revolutionizing the way e-commerce companies provide customer support services. Let’s get started.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

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. In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Execs In The Know

MAY 22, 2023

For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like? Enter the agent-focused employee experience. A truly positive employee experience extends beyond salary considerations.

CX 64

CX Technology Technology Construction 64

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. Smitha Baliga. Adeel Shabir. adeelshabi.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Logicalware

DECEMBER 6, 2021

Coaching is an effective way to engage your team, develop their skills and improve performance. So in this blog, we’re including three coaching form templates you can use to make your coaching and quality assurance process more effective and consistent across your contact centre. GROW model. CLEAR model. Contracting.

Business Consulting 97

Business Consulting 97

Hodusoft

NOVEMBER 30, 2023

Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent? In this blog, we will cover everything related to call abandonment rates and why it is important. Also, a high call abandonment rate is 10% or more.

Customer Satisfaction 59

Customer Satisfaction Technology Technology Actionable Insights 59

Execs In The Know

APRIL 29, 2022

The COVID-19 pandemic has changed the way customers think – and what they want. With little insight into how their processes and technologies are affecting agent productivity, leaders are missing opportunities to improve their efficiency and drive better results. How can you turn agent insights into quantifiable action?

CX 98

CX Actionable Insights Touchpoint Technology 98

Callminer

APRIL 23, 2019

To thwart would be fraudulent activity, credit card numbers (both the card number itself and the CV2 security number) must be hidden and protected by any entity which takes and stores the numbers in any way. PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Totango

FEBRUARY 2, 2021

A set of key performance indicators and benchmarks to track and measure client progress towards goals. Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. Develop an action plan.

Customer Satisfaction 127

Customer Satisfaction Customer Service 127

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. percent from USD 90.57 billion in 2021 to USD 205.32 billion by 2030. percent from USD 90.57

Contact Center 52

Contact Center Compliance Social Media AI 52

Hodusoft

JULY 3, 2023

When agents learn to make the most of their stipulated time and provide superior customer service within that, then nothing can stop money from pouring in. If the calls last too short, it may indicate that agents are not giving necessary attention to customers’ problems and rushing through the call. Both scenarios are bad.

Contact Center 52

Contact Center Customer Satisfaction Customer Relationship Management Start-ups 52

Totango

DECEMBER 1, 2021

In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. An agile CS strategy includes several key components: Individuals and interactions take precedence over processes and tools, with data from customer interactions informing the way processes and tools are deployed.

Innovation 96

Innovation Government Customer Journey Map Technology 96

Logicalware

FEBRUARY 20, 2024

In our recent blog post, “ Mastering Conversation Orchestration for Enhanced Customer Experience, ” we explored the fundamentals of orchestrating conversations to create seamless customer experiences. Get started with journey orchestration There are several ways in which organisations can start with journey orchestration.

Omnichannel 52

Omnichannel Social Media Touchpoint Start-ups 52

Hodusoft

DECEMBER 28, 2022

By implementing call center management, organizations can accurately measure, monitor, and optimize their performance. It's also about ensuring that agents are equipped with the right tools and data to handle their tasks efficiently. Businesses need a strong communication strategy to deliver seamless customer experiences.

Net Promoter Score 52

Net Promoter Score NPS Data Entry Business Growth 52

Hodusoft

NOVEMBER 1, 2022

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. To gain a better understanding of this, take a look at what FCR is in a call center , how to measure it, what are the benefits of a high FCR call center and more.

Net Promoter Score 52

Net Promoter Score Predictive Analytics Customer Satisfaction CRM 52

Execs In The Know

MAY 18, 2021

In this blog post, we touch on the key insights from each of these four panels. One of the most effective ways to use research is as an agent of change, and to garner support from leadership for new investments and initiatives. Doing Contact Center Quality Assurance the Right Way. Host/Sponsor: Fancy Mills, COPC Inc.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Hodusoft

JANUARY 17, 2024

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. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. It’s the acronym for Unified Communications as a Service.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Comm100

JULY 4, 2023

If you’re reading this blog, you’ve likely come to the realization that your customer service & support operations could benefit from chatbots and automation – welcome to the club! On the other hand, chatbots improve team efficiency by automating common and time-consuming queries, increasing agent capacity and fueling scale.

ML 52

ML AI Start-ups Machine Learning 52

UJET

JUNE 3, 2020

Agents can access the platform from any location and are fully capable of helping customers resolve issues. Agents start work by signing in , but what other technology do they need? A supervisor should have a complete understanding of which tools agents need and make sure that they have access to them all. Stick to Schedules.

Start-ups 82

Start-ups Technology Technology Customer Experience 82

Customer Service Life

AUGUST 22, 2019

This article was originally published on the FCR blog on July 2, 2019. And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center. Rating the individual agent — Were you satisfied with the support Bob provided?

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. 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

Comm100

DECEMBER 7, 2021

If you’re reading this blog, you’ve likely learned of the benefits of chatbots and now need to choose the best chatbot for your school. (If With so many chatbots in the market and the many ways that they can be used, it can be a challenge to know where to begin. If you’d like to go into more detail download this free chatbot guide.

AI 52

AI Education Start-ups Engineering 52

Customer Service Life

JUNE 3, 2019

This article was originally published on the ICMI Blog on March 19, 2019. And while many of these metrics have their purpose, when it comes to agent performance, there are really two types of metrics that matter. Measuring Productivity. This is a great way to keep that backlog from never disappearing.

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

Hodusoft

DECEMBER 21, 2023

In this blog, we delve into a field of banking and financial industry that has rapidly advanced with the use of advanced call center software solutions. FCR- Definition and Metrics The FCR is the gold standard that measures how well a service center addresses and resolves queries or issues raised by its customers as soon as they contact it.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

Execs In The Know

JULY 1, 2021

This blog post is dedicated to surfacing four of the most notable ideas from the conversation — call it the four “must-haves” for creating successful WFH programs and partnerships. #1 Many brands have reinvented not only how they connect, but also how often, in what ways, and with what purpose. 1 — Invest in Essential Technologies.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Callminer

MAY 11, 2020

And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective. Read on to learn what our experts had to say about the best ways to handle a disgruntled employee. Siawash Popal. Reuben Yontan. Becky Beach. William Taylor.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Hodusoft

FEBRUARY 29, 2024

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. High Call Volume In call centers, call volume is a metric used to measure the number of inbound calls in a specific period.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Call center agents of all kinds have a difficult task. — The Fonolo Team. Enter Call-Backs.

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

MattsenKumar

SEPTEMBER 21, 2023

The blog post discusses how Speech Analytics is reshaping CX and why it is poised to be a future trend. The fusion of advanced Natural Language Processing (NLP) and Artificial Intelligence (AI) propels this technology to seamlessly transcribe and decipher meaningful understandings from conversations between call center agents and customers.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. These details allow for training reps and improving call center performance. These details allow for training reps and improving call center performance. Expert Tips for Choosing the Right Call Center Software.

Contact Center 140

Contact Center VOC Social Media AI 140

Execs In The Know

FEBRUARY 18, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Once a new agent gets the hang of things, they don’t need it anymore. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board.

Contact Center 52

Contact Center Compliance Start-ups Sales 52

Comm100

JANUARY 21, 2021

From here, they connect with an agent and exchange typed messages (and even talk over audio and video chat, but we’ll get on to this later on). While an agent on the phone can only handle one customer query at a time, a live chat agent can handle two or three conversations simultaneously (while still providing attentive support).

Social Media 98

Social Media Compliance Sales Customer Relationship Management 98

Totango

FEBRUARY 19, 2021

Your customer satisfaction KPIs provide a direct window to your business performance. These KPI’s can also lend important insights into the underlying causes of your business performance. These KPI’s can also lend important insights into the underlying causes of your business performance. Net Promoter Score (NPS).

Customer Satisfaction 63

Customer Satisfaction Net Promoter Score VOC NPS 63

Comm100

NOVEMBER 10, 2021

Despite what many people assume, customer service agents aren’t being left behind in the move toward automation. When deployed well, chatbots should work alongside agents to deliver better customer experience (CX) while improving agent productivity and efficiency. Step 1 – What are your goals?

Customer Service 76

Customer Service Social Media Artificial Intelligence AI 76

Totango

SEPTEMBER 14, 2021

We’ll cover a range of variables, spanning customer service performance to customer loyalty incentives. A Consumer Reports survey found that American consumers’ top customer service complaint was being unable to get a human agent on the phone. How Easy Is It for Customers to Contact You?

Customer Satisfaction 88

Customer Satisfaction Net Promoter Score Customer Loyalty Technology 88

SurveySensum

DECEMBER 22, 2023

During the call, the agent asked for a 5-star rating in the NPS survey, explaining that it impacted his monthly review and incentive. Businesses (their agents) use tactics like offering incentives to customers, badgering or threatening customers, etc, to manipulate their NPS scores. So, how to stop this?

NPS 52

NPS Gaming Education Customer Satisfaction 52