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. In addition to talking ‘call-backs’, he has a confession to make. Refreshing!

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

Customer Service Life

SEPTEMBER 4, 2019

This article was originally published on the ICMI Blog on July 18, 2019. While I was (and am) deeply passionate about awesome customer service, the act of creating a quality form and randomly monitoring a set of customer interactions was still a necessary evil when it comes to running a contact center.

Scorecard 67

Scorecard Contact Center Customer Journey Map Compliance 67

Aquire

JULY 30, 2021

With more and more consumers switching to online shopping, ecommerce customer service has become a focal point for most businesses. Every online customer knows they can share reviews across a range of different social media platforms. With one simple tweet, status update, or blog post, they can reach thousands of people right away.

Customer Service 98

Customer Service Omnichannel Social Media Invoicing 98

Ameyo Callversations

FEBRUARY 16, 2022

Artificial intelligence and machine learning are slowly becoming conventional territories for several industries. In this blog, we will discuss : AI Meet FinTech Industry: Role of Chatbots Use Cases of Chatbots in the Banking Sector Benefits of Banking Chatbots Latest Emerging Chatbot Trends. – Juniper Research.

Artificial Intelligence 98

Artificial Intelligence AI E-commerce Data Entry 98

Intercom, Inc.

FEBRUARY 26, 2018

It’s even harder if you don’t know all of the armies on the field, their strategies and weapons, or even who’s a friend and who’s a foe. In this battle, I’ve found a secret weapon hidden within one of our core engineering strategies, an idea called Run Less Software. Basic technology execution is becoming easier too.

Engineering 224

Engineering Technology Technology Innovation 224

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

CSAT.AI

SEPTEMBER 10, 2020

I called AAA to get a car towed last month, the subcontractor who moved the car was fantastic – everything that I could possibly want in a tow-truck driver on what was (obviously) a bad day. Before his prompt, I would have been willing to attest his first miracle for sainthood: The day was hellish hot. Covid Days.

Customer Service 52

Customer Service Customer Satisfaction Gaming Contact Center 52

Zendesk

FEBRUARY 7, 2022

Here’s what you need to know to get started: In this article. What’s the difference between customer support and customer service? What is customer support? What’s the difference between customer service and customer support? Customer support definition. Customer support strategies.

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

Customer Bliss

NOVEMBER 6, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. What I’m going to actually show you is some video footage of their customer room and the anthropologists who work there. The following is a lightly edited transcript of the video below.

Hospitality 76

Hospitality Hospitality Non-Profits Direct Marketing 76

CX Accelerator

JUNE 8, 2020

Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. The response was so good that it begged to be a blog post. Listen to customer service call recordings. Listening to call recordings is time-consuming work.

Social Media 345

Social Media VOC VOE Contact Center 345

MattsenKumar

MAY 7, 2024

Inbound Call Center Metrics to Measure for Better Customer Service Inbound call center employees are front liners and the flagbearers of every organization. Any customer that decides to call up an organization is either very stressed with a service or is in urgent need of quality information.

Contact Center 52

Contact Center Net Promoter Score Customer Satisfaction E-commerce 52

Comm100

SEPTEMBER 5, 2014

Not only can people go directly to companies and get quick feedback on their questions and problems, but they can also call out businesses in a public forum, making it all the more important for their questions to be answered quickly and efficiently. Is it the marketing department or the call center’s responsibility?

Social Media 45

Social Media Customer Service Non-Profits Contact Center 45

Comm100

AUGUST 23, 2018

This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Customer Service 40

Customer Service Hospitality Hospitality Omnichannel 40

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. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych. Pratibha Vuppuluri.

Customer Service 207

Customer Service Start-ups Education Gaming 207

CX Accelerator

JUNE 8, 2020

Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. The response was so good that it begged to be a blog post. Listen to customer service call recordings. Listening to call recordings is time-consuming work.

Social Media 182

Social Media VOC VOE Contact Center 182

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. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych. Pratibha Vuppuluri.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Hodusoft

SEPTEMBER 20, 2023

What Is Call Queuing and Why It Is Important? If you are an owner of an inbound call center (or contact center) then you must know how important it is to answer all incoming calls as soon as possible. What’s even more important is to ensure the calls reach the right departments and agents.

Contact Center 52

Contact Center Omnichannel Start-ups Engineering 52

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Contact Center Start-ups Construction 273

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens. Nabahat Shanza. Gene Caballero. Lindsey Brown. Nicholas Piël. Jack Barmby.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

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

Intercom, Inc.

OCTOBER 15, 2020

What is it about sales that makes academia hesitant to teach it? There’s a lot of nuance in what people say and how they say it. When you’re listening to feedback you really need to unpack the language of what’s being said and make sure you understand what the customer means rather than what they say to you.

Sales 265

Sales Start-ups Engineering Education 265

Beyond Philosophy

SEPTEMBER 13, 2019

Now before you destroy my self-esteem with your answer, I have a follow-up question. The answer to that question is the subject of this post and a recent podcast , and it involves the Representative Heuristic. This process is what decision scientists call Representativeness. In other words, it is a stereotype.

Start-ups 130

Start-ups Government Sales Customer Experience 130

Comm100

NOVEMBER 8, 2017

But how do you know who is going to be a good match for your team? 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. So, it’s time for you to assemble your live chat dream team.

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

Zendesk

JUNE 15, 2023

With customer expectations constantly evolving, the role of customer service professionals has become increasingly complex, requiring a unique set of skills, knowledge, and expertise. Customer service representative resume example Image source Include performance metrics in your resume to add supporting evidence for your achievements.

Customer Service 52

Customer Service Hospitality Hospitality Education 52

CX Accelerator

APRIL 30, 2018

Leaders scratching their heads wondering how they can provide an “experience”, are turning to their Customer Service Representatives (CSRs) and counting on them to make it happen. If you disagree, I recommend you spend a week on the floor taking call after call, day after day. If you’re not, I hope you’ve worked up an S.O.S.

CX 140

CX Customer Journey Map Hospitality Hospitality 140

Zendesk

APRIL 18, 2022

What are B2B leads? B2B leads are people, organizations, or businesses that have the potential to become customers for B2B (business-to-business) products or services. B2B leads are people, organizations, or businesses that have the potential to become customers for B2B (business-to-business) products or services. Let’s dive in.

B2B 98

B2B B2C Sales Social Media 98

Fonolo

OCTOBER 24, 2018

Twilio had won the game in terms of “API for sending messages and making calls” Nexmo had been acquired by Vonage. But, it turns out that this was just a pause before the next verse in this tune. Too many companies put the sizzle before the steak: Launch first, talk a big game, and hope customers will come later.

Gaming 103

Gaming Start-ups Innovation AI 103

Intercom, Inc.

APRIL 9, 2020

To learn more about what it takes to balance on the customer support tightrope, we assembled some of our top managers for a remote chat that ranged from why support needs to be supported to the importance of establishing a single source of truth. Be concise; you want the need-to-knows in plain sight for folks when they need them.

Healthcare 245

Healthcare Non-Profits Start-ups Technology 245

InteractionMetrics

JULY 10, 2023

You need to know how to use it so you can decide for yourself whether it’s the right fit for your company. There’s also no question that “AI” is often slapped onto products and software without most people knowing what it means or what value it adds. So, is AI for customer experience just hype?

Unstructured Data 40

Unstructured Data B2B AI Customer Experience 40

Intercom, Inc.

MAY 24, 2018

As the Head of Growth Marketing at Clearbit , and previously a co-founder and CEO of more than a few startups (including WorkMob, ApiXchange, and GoFlow), Matt Sornson knows these pitfalls intimately and how to avoid them. What follows is a lightly edited transcript of the conversation. Short on time?

B2B 182

B2B Sales Start-ups B2C 182

Intercom, Inc.

JUNE 23, 2020

For further information on the Conversational Support Funnel and today’s announcement check out this blog post from our SVP Product Paul Adams. Between them our panel offer a 360° view of this important development and allow us to better understand how and why this framework was developed and what it might mean for your business.

Start-ups 118

Start-ups Gaming Machine Learning Technology 118

Fonolo

FEBRUARY 13, 2019

Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. The availability of this information helps the whole industry become more innovative. The availability of this information helps the whole industry become more innovative. Who wrote it: Contact Babel. Sponsored by Serenova.

Contact Center 57

Contact Center Technology Technology CRM 57

Comm100

SEPTEMBER 7, 2017

These live chat interview questions and answers will help you get to know your prospective agents, and decide if they are the best match for your company. In your opinion, what makes for great customer service? eBook] The Guide to Becoming a Top Performing Live Chat Agent. Download Free.

Sports 45

Sports Customer Service Start-ups Construction 45

Comm100

FEBRUARY 20, 2018

What decision makers really want to know is: Is investing in a Chatbot worth it, and how much money can Chatbots actually save? What decision makers really want to know is: Is investing in a Chatbot worth it, and how much money can Chatbots actually save? Source: Alex Knight. Why Chatbots?

Contact Center 52

Contact Center Artificial Intelligence AI Social Media 52

Aquire

JULY 5, 2021

Generally, customer service KPIs can be useful for: Strategic opportunity: what to improve in your product, CS processes, and more. Want to improve customer service? Then you need to measure the right metrics. To help, we compiled a list of 12 incredibly useful customer service KPIs you need to start tracking for your business.

Net Promoter Score 80

Net Promoter Score Customer Service Social Media NPS 80

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Fact: 44% of customers are more likely to become repeat customers if they receive a personalized experience.

Customer Service 52

Customer Service Social Media Omnichannel Customer Acquisition 52

Comm100

NOVEMBER 15, 2017

We’ve all been there: you’re waiting on the phone or in a live chat session, and the representative is fumbling with information. You will have to try calling, chatting, emailing, or even reaching out to social media again in the hopes of connecting with someone who knows what they are talking about.

Social Media 44

Social Media Start-ups Contact Center Customer Service 44