Execs In The Know

APRIL 12, 2024

The decision to incorporate AI into contact center operations is no longer a question of if, but how. Among the myriad options available, starting with a modern transcription + summarization solution can be the perfect way to begin. Low-latency – Transcriptions can help both during and after the call.

AI 52

AI Contact Center Structured Data Artificial Intelligence 52

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier.

Contact Center 40

Contact Center Customer Experience Actionable Insights Start-ups 40

Fonolo

FEBRUARY 22, 2022

Focusing on improving agent experience and giving staff the tools they need to do their job effectively, and happily, are key to the future success of a call center’s operations, after all. A starting point for all of this is to calculate your call center’s attrition rate.

Contact Center 87

Contact Center Business Operations Start-ups Technology 87

Ameyo Callversations

JULY 25, 2022

Over a few years, a huge change in the business operation trends can be seen. Many businesses have started focusing on these aspects, customer handling or communication channels. Because of this, businesses are now shifting from on-premise to cloud-based communication. CCaaS Platform for Businesses.

Contact Center 52

Contact Center Technology Technology Start-ups 52

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. The pressure is rising for businesses to step up their CX game. More than 80% of business leaders see customer experience as a growing priority in 2024.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Callminer

MARCH 2, 2020

There are many variables involved in handling customers’ calls efficiently enough to resolve them without need for additional contact to be made on their part. Improvement strategies targeting everything from internal business operations to technological integrations can have a powerful effect on your first call resolution rate.

Sentiment Analysis 291

Sentiment Analysis Customer Satisfaction Start-ups Technology 291

Fonolo

MARCH 22, 2022

Top Contact Center Trends in 2022. As a call center manager, the game pieces you must manoeuvre to keep your center, agents, and the overall business infrastructure at the top of their game are vast and varied. What is Call Center Gamification? Benefits of Gamification in the Contact Center.

Gaming 75

Gaming Contact Center Start-ups Technology 75

Fonolo

MAY 7, 2015

Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Our 7 tips for great call center management are: Talk to Your Support Agents.

Contact Center 126

Contact Center Technology Technology Start-ups 126

Hodusoft

AUGUST 24, 2022

Using a VoIP system, businesses can take advantage of features such as VoIP conferencing, which allows multiple users to participate in a conference call using their VoIP phones. Scalability is an important consideration for businesses when choosing a telephone system. VoIP as the future-ready business communication solution.

Omnichannel 98

Omnichannel Contact Center Start-ups Business Operations 98

Taylor Reach Group

DECEMBER 5, 2017

Contact centers, customer service and customer experience: news, views and how to's. Increasing Costs in the Contact Center Due to Increased Efficiency . Disaster Preparedness, Recovery and Business Continuity . Contact Center Technologies 2017 - Which Ones Do Companies Really Choose . Newsletter.

CEM 0

CEM Contact Center Artificial Intelligence Hospitality 0

Hodusoft

JULY 19, 2023

Best practices for using inbound call center software Future of inbound call center software What is Inbound Call Center Software? Inbound call center software refers to a suite of tools and technologies used to manage and handle incoming customer calls within a contact center environment.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Hodusoft

NOVEMBER 9, 2022

Ensures business continuity through disaster recovery 5 necessary features your IP PBX software must have Every business phone system provider in the UK has a unique set of features. Analytics and Reporting: Data analytics can be leveraged to drive actionable insights on business operations, sales, marketing campaigns, and others.

Contact Center 52

Contact Center CRM Construction Manufacturing 52

SugarCRM

FEBRUARY 10, 2022

A great start is creating an effective culture of caring for customers at all company levels, beginning with customer service agents. The efforts made by the call center can more easily be translated into positive revenue results recorded in the same system by the sales team, who can later build up new opportunities to upsell or cross-sell.

Artificial Intelligence 49

Artificial Intelligence Machine Learning CX Contact Center 49

Zendesk

APRIL 6, 2021

From what it’s like to work at different types of call centers to what to look for in an employer, here’s everything you need to know about embarking on a call center career. In this call center guide, you’ll find: What is a call center? What’s the difference between a call center and a contact center?

Contact Center 52

Contact Center Omnichannel Start-ups Technology 52

Hodusoft

OCTOBER 12, 2022

As more and more businesses are adopting VoIP technology, organizations are under tremendous pressure to choose between hosted PBX and SIP Trunking. Both options offer advanced features that help to upgrade business communication. However, most business owners end up getting confused while choosing the best fit for their businesses.

Compliance 52

Compliance Contact Center Technology Technology 52

Comm100

SEPTEMBER 13, 2021

More flexibility in business operations. Especially today, when the global pandemic has accelerated change among businesses and customers alike, the potential benefits of digital transformation are incredibly high. There’s no question that COVID-19 sped up the adoption of digital technologies across the globe.

Customer Service 91

Customer Service Social Media Omnichannel Technology 91

Ameyo Callversations

MARCH 25, 2021

COVID-19 has pushed the call centers to become digitally-enabled hubs. CIOs and CXOs have started to realize that the shift from on-premise call centers to cloud call centers has to be swift with the many capabilities that only a Cloud CC can ensure. This brings us to the question of setting up a cloud-based call center.

E-commerce 64

E-commerce Hospitality Hospitality Healthcare 64

SugarCRM

AUGUST 19, 2020

Back in the 1960s or Mad Men era, you could use brilliant marketing to obscure any weakness—all the way up to convincing customers that Lucky Strikes were good for your throat. Instead of folding under the current crisis, they’ve turned their contact center (what they call their “Customer Loyalty Team”) into an “Ask Me Anything” brigade.

Customer Experience Management 48

Customer Experience Management Mystery Shopping Customer Experience Mystery Shopper 48

Comm100

DECEMBER 11, 2017

Not all customers have the same needs and you can find many different types of customers contacting your contact center – all with different desires and expectations. This results in customers calling the company for simple queries they could have solved themselves, causing contact centers to become flooded with queries.

Customer Experience 47

Customer Experience Social Media CXM Contact Center 47

Hodusoft

MAY 8, 2022

Connectivity, Communication, Collaboration and Cohesion form the underpinnings of successful business operations. Today’s Business Phone Systems, the modern term for what is generally referred to as PBX or Private Branch exchange, facilitate seamless connectivity and communications transcending distances and locations.

CRM 52

CRM Transportation Technology Technology 52

Hodusoft

MAY 8, 2022

Connectivity, Communication, Collaboration and Cohesion form the underpinnings of successful business operations. Today’s Business Phone Systems, the modern term for what is generally referred to as PBX or Private Branch exchange, facilitate seamless connectivity and communications transcending distances and locations.

CRM 52

CRM Transportation Technology Technology 52

Hodusoft

MAY 8, 2022

Everything You Should Know About IP PBX/Business Phone Systems. Connectivity, Communication, Collaboration and Cohesion form the underpinnings of successful business operations. Landline based PBX business phone systems are terribly expensive. They can scale up or scale down, depending on usage. BY CAMERON JOHNSON.

CRM 52

CRM Transportation Technology Technology 52

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132