Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. 7 Call Center Empathy Phrases Every Agent Should Use with Their Customers.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Fonolo

NOVEMBER 9, 2021

Contact centers have faced some serious ups and downs in the past few years. Find out how we scored in our latest resource, Contact Center Trends 2022. As for the upcoming year, take a sneak peek at our predictions below: READ THE FULL GUIDE: Contact Center Trends 2022. Trend #1: Customer intelligence.

Contact Center 87

Contact Center Artificial Intelligence Social Media AI 87

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. 14% of contact center leaders predict growth of more than 10%.

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

CSAT.AI

AUGUST 12, 2021

Customers cheer when they feel that they matter. Treat your customers like valuable members of your team! Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. Redesigning a faulty part or sourcing a new manufacturer eliminates a problem permanently for the customer and the company.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Taylor Reach Group

SEPTEMBER 29, 2020

The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. Customer Relationship Management (CRM).

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. That’s the power of multi-tenant contact center software for BPOs!

Contact Center 52

Contact Center Customer Service CRM Social Media 52

CSAT.AI

APRIL 5, 2023

Quality Management (QM): Monitoring, measuring, and improving the quality of interactions between customers and customer service representatives, and the overall customer service experience. Response Rate: The percentage of customer inquiries that receive a response from the customer service team.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Experience Investigators

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Customer Feedback 133

Customer Feedback Net Promoter Score Close the Loop Customer Journey Map 133

Ameyo Callversations

JULY 6, 2022

Here comes the future: Contact Centers that help gain those skills. Technology is best when it brings people together; the future of work at contact centers seems highly bright here. Companies and all kinds of businesses today need perfect communication with their customers. Any issues, feedback, suggestions, etc.,

Contact Center 52

Contact Center Artificial Intelligence Technology Technology 52

CSAT.AI

FEBRUARY 8, 2023

For the customer service industry, how can generative AI tools like ChatGPT impact the future of contact centers? YouChat can also provide real-time updates on order status and delivery information and can even provide product recommendations to customers.

Contact Center 71

Contact Center AI Sentiment Analysis Customer Satisfaction 71

Fonolo

FEBRUARY 1, 2018

We already know how monotonous a call center agent’s role can be but, by making the training process exciting and fun, you’re creating a better environment for everyone. Remember, it’s not just the initial training that’s important; creating a culture of continuous learning is also essential to the success of your contact center.

Contact Center 92

Contact Center Gaming Start-ups Customer Feedback 92

Fonolo

AUGUST 24, 2017

We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. Understand Your Customers’ Expectations. Test Your Own Experience.

Contact Center 98

Contact Center Customer Satisfaction Customer Expectations NPS 98

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Social Media Customer Service Start-ups 99

Ameyo Callversations

OCTOBER 5, 2021

Contact Centers – The cryptocurrency industry is flourishing yet, customer care is still a significant challenge. The similarities between BFSI and the cryptocurrency industry are many and using the same contact centers is a possible and viable solution for the crypto-verse. The simple answer is – YES!

Contact Center 52

Contact Center Compliance Government Social Media 52

Fonolo

MAY 1, 2018

What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 62

Contact Center Education Start-ups Customer Feedback 62

Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. The second side of that coin is the direct customer feedback related to the specific interaction in question. Quality and the Customer Experience are the only Metrics that Matter. By: Colin Taylor.

Contact Center 98

Contact Center Compliance NPS VOC 98

Callminer

JANUARY 30, 2022

Think customer feedback is just for the contact center? Customer insights can be leveraged across sales, CX and product teams. Think again. Read this blog to learn how.

Contact Center 182

Contact Center Customer Feedback CX Sales 182

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Fonolo

SEPTEMBER 6, 2017

Fonolo is excited to return as a sponsor for this year’s Contact Center Demo & Conference, happening September 25-27th at Mandalay Bay in Las Vegas, Nevada. If you’re looking for more information about ICMI Demo, or still need to get tickets, visit icmi.com/contact-center-demo-conference. Plus So Much More!

Contact Center 67

Contact Center NPS Customer Satisfaction Customer Feedback 67

Customer Service Life

APRIL 27, 2018

As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. Chattermill is a system that allows you to pull customer feedback from NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) surveys into one place. Chattermill.

Contact Center 68

Contact Center Net Promoter Score Machine Learning NPS 68

Fonolo

APRIL 30, 2018

What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 52

Contact Center Education Start-ups Customer Feedback 52

Fonolo

DECEMBER 15, 2022

That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. And that can be an undertaking, considering all the areas of the contact center that can affect performance.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Fonolo

MARCH 15, 2018

Unfortunately, the contact center space is one that experiences great churn, making the interview process even more critical. These interview questions work for any level of the hiring hierarchy – contact center managers, supervisors, even call center agents. Making the Most of Customer Feedback.

Contact Center 57

Contact Center Construction NPS Customer Satisfaction 57

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. Providing training and coaching: Training and coaching call center agents is an important part of the job.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Fonolo

SEPTEMBER 5, 2018

While we’re not all Eternia-born superheroes like him, per se, as mere mortals we can still aim to be the masters of our own universes (contact center universes, if we’re being specific here) and harness the unshakable power to satisfy our customers. Help companies realize a positive ROI. Enough said. .

Contact Center 240

Contact Center Social Media Technology Technology 240

Fonolo

DECEMBER 16, 2021

If you’re not leveraging your social media channels to engage and support your customers, now is the time to start. Keep reading to discover the essential role this tool can play in your contact center’s success. Why every business needs a customer service strategy. . Be wary of negative customer feedback.

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

DMG Consulting

JANUARY 8, 2018

Question: How can we improve our contact center coaching? Coaching can include a wide range of functions facilitated by numerous contact center and workforce optimization (WFO) applications. periods of low volume) to minimize customer and contact center impacts.

Contact Center 48

Contact Center VOC Voice of the Customer Customer Feedback 48

PeopleMetrics

SEPTEMBER 12, 2019

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. Contact Center: an important touchpoint where customers call for more information or assistance.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

Confirmit

JULY 7, 2017

Running a contact center is a costly and complex business, and often it's value to the organization is overlooked or misunderstood. The strategic value that a contact center is capable of delivering is, of course, significant. Voice of the Customer White Papers.

Contact Center 40

Contact Center VOC Voice of the Customer Customer Relationship 40

Fonolo

SEPTEMBER 13, 2022

Think about how many phone calls your contact center receives in one day. Now, think about how many ripe opportunities you have to ask for customer feedback. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. Thousands, right?

Net Promoter Score 150

Net Promoter Score Contact Center Hospitality Hospitality 150

Fonolo

APRIL 1, 2021

This KPI is essential for contact centers to measure how their customers feel about their service. It’s a great way to explore trends within customer feedback and identify problem areas. The tricky thing is, CSAT scores can be affected by a wide range of activities in the call center. DID YOU KNOW?

Contact Center 152

Contact Center Social Media Customer Satisfaction Omnichannel 152

Callminer

JANUARY 18, 2021

The information captured by the metrics of a call center monitoring program is essential to the cost-effective operation of the call center and the capturing of vital customer feedback on quality, performance, and service.” ” – Contact Center Operation and Management , Digital.gov; Twitter: @digital_gov.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. What is a call center report? Important call center KPIs. and as a total percentage for your contact center it directly informs workforce management ROI.

Contact Center 142

Contact Center Net Promoter Score Start-ups Customer Satisfaction 142

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Let’s say your customers are patients at a healthcare facility. Keep that in mind.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? See where your contact center makes its mark or could use a little improvement. List your CX goals beforehand.

Customer Service 130

Customer Service Contact Center Engineering Social Media 130