Hodusoft

APRIL 11, 2024

Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide In today’s digitally-driven world, customer support is increasingly dependent on digital technologies. According to a report , about 59% of customers expect companies to deliver advanced digital experiences to keep their business.

Contact Center 52

Contact Center Compliance Healthcare Education 52

Execs In The Know

NOVEMBER 21, 2022

Over the last few years, call centers have changed significantly. With the rapid advancement of technology, brands have started to rethink how they deliver exceptional customer service. However, when deciding how to merge automated virtual agents into your call center, how do you determine what exactly should be automated?

Contact Center 98

Contact Center Education AI Engineering 98

Fonolo

JUNE 13, 2023

Today’s customers expect more from customer service. Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. Lower Abandon Rates When hold times are long, many callers will simply abandon their call and hang up.

Contact Center 104

Contact Center Social Media Start-ups Customer Satisfaction 104

Fonolo

MARCH 30, 2021

Here are some tips to help you get started. TIP: Most contact center software will generate a Call Detail Record (CDR). This feature displays data for each incoming call, including time before the customer abandoned the call. Today’s customers expect to be able to reach you on any platform.

Contact Center 147

Contact Center Social Media Customer Satisfaction Start-ups 147

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. Here are some of the most common customer complaints in contact centers.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Fonolo

JANUARY 18, 2022

Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027!

Contact Center 81

Contact Center Omnichannel Technology Technology 81

Hodusoft

JUNE 1, 2023

HoduSoft Now Provides an AI Chatbot Feature with Its Contact Center Software In today’s swiftly evolving digital landscape, businesses are continuously striving to improve customer experiences and streamline their operations. 24/7 Support Over time, customer expectations have evolved, and they now require 24/7 support.

Contact Center 52

Contact Center AI Artificial Intelligence Machine Learning 52

Hodusoft

OCTOBER 19, 2022

5 Reasons Why Financial Institutions Must Invest In Contact Center Software Financial businesses, like banks and insurance companies, deal with people’s money. 51% of such institutions have realized that improving customer experience is one of the top priorities for their success. Curious to know how?

Contact Center 52

Contact Center Finance Omnichannel CRM 52

DMG Consulting

MAY 2, 2021

The Argument for Contact Center Digital Transformation. Contact centers are finally going digital, galvanized by a fast-moving pandemic. Digitization should be very compelling for contact center and enterprise executives, as once customer inquiries are in a digital format (email, chat, SMS, messaging, social media, etc.),

Contact Center 74

Contact Center Artificial Intelligence Predictive Analytics Machine Learning 74

Hodusoft

DECEMBER 6, 2022

Contact Center Solutions For Your Enterprise: The New Keys to Success. Modern companies increasingly rely on contact center solutions in order to build loyalty and retention among customers. 84% of businesses that strive to enhance customer experience noted significant growth in their revenue.

Contact Center 52

Contact Center Omnichannel CRM Data Entry 52

Inside Customer Service

OCTOBER 12, 2023

Imagine two customers call a contact center at the same time. The two reps taking their respective calls follow the same routine: Listen to the customer Apologize for the issue Solve the problem The only difference is how each rep communicates. Vague: "Would you like to start with an appetizer?"

Customer Satisfaction 226

Customer Satisfaction Contact Center Start-ups Retail 226

Hodusoft

JANUARY 4, 2023

The CSAT: Measuring Customer Satisfaction in a Contact Center. For every complaint a contact center receives, there are around 26 clients who are dissatisfied with the service but prefer not to express their displeasure. This is one example of a CSAT in a contact center. CSAT for a contact center.

Contact Center 52

Contact Center Customer Satisfaction Net Promoter Score NPS 52

Fonolo

JANUARY 9, 2020

Advances in communication technology are forcing rapid change in the contact center. To accommodate consumers’ growing expectations and provide 24/7 omnichannel customer support, we’re expecting to see a mass exodus, with as many as 70% of contact centers moving ‘to the cloud’ in the next 12-24 months.

Contact Center 67

Contact Center Artificial Intelligence Omnichannel AI 67

Comm100

OCTOBER 25, 2021

Today’s customers expect digital communication channels from the businesses that they connect with. It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive. Meeting Customer Demand. Business Goes Digital.

Contact Center 90

Contact Center Social Media Omnichannel Technology 90

DMG Consulting

JULY 10, 2022

Aligning People, Process, and Technology: The Key to a Successful Contact Center. CONTACT CENTER executives dedicate a large amount of time and energy to managing their department’s technology, which is necessary, as it enables the delivery of an outstanding customer experience at scale. By Donna Fluss.

Contact Center 48

Contact Center Technology Technology Artificial Intelligence 48

Ameyo Callversations

JUNE 28, 2022

Irrespective of the type of business you run, your customers expect a lot in terms of proactive communication. This is one reason behind the tremendous growth of the customer support industry worldwide. As per statistics , the global customer experience management market size is expected to grow at a CAGR of 18.1%

Contact Center 52

Contact Center Omnichannel AI Sales 52

Ameyo Callversations

JUNE 21, 2022

As businesses these days are considering remote work in their long-term plans, it is imperative to consider contact center solutions as communication from home and office is seamless. Now as most companies are opting for cloud contact centers, Gartner predicts an annual growth rate of 29% for contact center software.

Contact Center 52

Contact Center CX Customer Satisfaction Touchpoint 52

Fonolo

JANUARY 15, 2019

Welcome to January, a time that kick-starts a new year and inspires us to improve, grow, and set goals. This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). 2018 saw breakthrough developments in AI.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win. Learn more about Shaun here and here.

Contact Center 121

Contact Center AI Technology Technology 121

Hodusoft

NOVEMBER 19, 2020

A sophisticated customer interaction software that stores, processes, and analyzes the data in an efficient and cost-effective manner can be of great help to banking and other financial sectors. Today, customers expect the same kind of effortless experience from their bank as they have with other leading retailers.

Contact Center 52

Contact Center Customer Retention Omnichannel Retail 52

Fonolo

OCTOBER 20, 2022

The great migration of contact centers transitioning from on-site to hybrid work environments isn’t slowing down–and an air-tight call center security strategy has never mattered more. There’s a staggering amount of sensitive information that flows through a contact center every day.

Contact Center 146

Contact Center Start-ups Technology Technology 146

Callminer

FEBRUARY 23, 2021

A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes. Attention to Detail. Technological Trends.

Technology 376

Technology Technology E-commerce Contact Center 376

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud.

Contact Center 72

Contact Center Innovation Artificial Intelligence Machine Learning 72

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Agents Were Our Virtual Frontline. ” — Bill Quiseng.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

DMG Consulting

APRIL 8, 2024

However, when all is said and done, today’s WFM solutions still have the same two core objectives they had when first introduced over 50 years ago: forecasting the volume of work expected to arrive in a given time frame and scheduling the appropriate resources to get the work done within a service level. See Figure X.

Contact Center 62

Contact Center Artificial Intelligence Engineering Innovation 62

Comm100

JUNE 5, 2018

It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly. How AI can be Used in the Contact Center. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers.

Contact Center 49

Contact Center AI Artificial Intelligence Machine Learning 49

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. As little as a 5% lift in customer retention can produce 25% more profits. Source: Microsoft.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” Hence, if you start with the EX, you will improve your customer experience.

CX 261

CX Customer Experience Non-Profits Contact Center 261

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. ICMI Contact Center Expo – May 21 -24, Orlando, FL. The Most Comprehensive Program for Contact Center Professionals.

Contact Center 62

Contact Center Customer Experience Artificial Intelligence Government 62

Qualtrics

MARCH 13, 2020

Frustrating contact center experiences like explaining your issue over and over again, or being handed from agent to agent are usually caused by data silos. Find out how a few simple changes to your set-up can deliver better experiences to customers and agents. First, there was the call center.

Contact Center 37

Contact Center Social Media Artificial Intelligence AI 37

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8

Contact Center 48

Contact Center Customer Retention Start-ups Customer Experience 48

Experience Investigators

OCTOBER 5, 2021

There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor. The point is to start somewhere.

CX 133

CX Social Media Contact Center Customer Journey Map 133

Execs In The Know

MARCH 14, 2022

Assessing your strengths and weaknesses in each of these pillars can help you understand what aspects of your business could be better optimized and modernized to align with customer expectations in 2022 and beyond. Where should you start when it comes to digital CX transformation? Focusing can help you cut through your issues.

CX Transformation 122

CX Transformation CX Contact Center Start-ups 122

Fonolo

DECEMBER 7, 2021

The same goes for call center reporting. As contact center leaders, you must meet your ever-evolving call center customer expectations or risk losing their loyalty. How can you meet customer expectations? The Executive Guide to Improving 6 Call Center Metrics. Important Call Center KPIs.

Contact Center 87

Contact Center Customer Satisfaction Start-ups Customer Expectations 87

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. Hence, if you start with the EX, you will improve your customer experience.

CX 182

CX Customer Experience Non-Profits Contact Center 182

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. Hence, if you start with the EX, you will improve your customer experience.

CX 182

CX Customer Experience Non-Profits Contact Center 182