Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. Poor customer support not only affects satisfaction but can also harm the reputation of financial organizations. percent from USD 90.57

Contact Center 52

Contact Center Compliance Social Media AI 52

Hodusoft

NOVEMBER 17, 2021

The ultimate guide to the omnichannel contact center software. Customer care executives should be able to give them the service they anticipate. The use of an omnichannel contact center makes it simple to keep up with the expectations of a modern consumer. What is an Omnichannel Contact Center?

Contact Center 98

Contact Center Omnichannel Social Media Artificial Intelligence 98

Fonolo

MARCH 30, 2021

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. Take an omni-channel approach. Adopt a call-back solution.

Contact Center 147

Contact Center Social Media Customer Satisfaction Start-ups 147

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Technology Social Media 98

CSAT.AI

DECEMBER 16, 2021

Offshoring contact center operations is not a new concept. When it comes to BPO (Business Process Outsourcing), customer service is near the top, especially for large businesses. costs scalability 24/7 service company size brand country options language barriers communication tools change and risk management.

Contact Center 109

Contact Center Entertainment Legal Retail 109

Fonolo

JUNE 13, 2023

Today’s customers expect more from customer service. They want prompt, reliable, integrated service and they will not linger if it’s not readily available. Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential.

Contact Center 104

Contact Center Social Media Start-ups Customer Satisfaction 104

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. Listening to the customers who take the time to respond is important as they represent many with the same problem who do not.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Role of contact center software in managing a ‘hybrid workforce’.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Fonolo

MAY 19, 2022

The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. Industry Report: State of the Contact Center 2022. The Shift to Remote Work. Let’s dive in!

Contact Center 87

Contact Center Technology Technology Artificial Intelligence 87

Ameyo Callversations

JANUARY 19, 2022

Contact centers act as a spine of good customer experiences. A modern contact center is a primary location that shapes both inbound and outbound communications with customers using various customer engagement channels and strategies; however, its success totally relies on meeting and exceeding customer expectations.

Contact Center 105

Contact Center Touchpoint Social Media Customer Expectations 105

Fonolo

DECEMBER 17, 2019

Modern consumers are no longer willing to accept poor customer service. In fact, more than 80% of customers now say the experience a company provides is as important as its products. It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace.

Contact Center 76

Contact Center Social Media Omnichannel AI 76

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

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. 66% of respondents had a serious problem with a product or service over the previous year. times as many customers.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. Industry Report: State of the Contact Center 2022.

Contact Center 81

Contact Center Omnichannel Social Media Retail 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. Start Growing With HoduSoft Contact Center Software Talk to Our Expert!

Contact Center 52

Contact Center AI Artificial Intelligence Machine Learning 52

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. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Fonolo

MAY 19, 2022

The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. Industry Report: State of the Contact Center 2022. The Shift to Remote Work. Let’s dive in!

Contact Center 67

Contact Center Technology Technology Artificial Intelligence 67

Hodusoft

FEBRUARY 22, 2021

In today’s time, contact centers for businesses play an important role in managing all the customer interactions across various channels. Also known as e-contact center or customer interaction center, the key role of contact centers is to provide assistance to the customers in the form of customer service and technical support.

Contact Center 52

Contact Center Omnichannel Social Media Customer Satisfaction 52

Customer Service Life

JANUARY 7, 2021

They boast a number of benefits for contact centers handling text-based support channels like email, chat, SMS, social media, and more, including: Improved speed and accuracy when interacting with customers. The fact of the matter is that all savvy contact center agents use them.

Contact Center 92

Contact Center Social Media Customer Satisfaction Start-ups 92

Fonolo

NOVEMBER 30, 2021

Over the last few years, the retail industry has undergone many drastic changes, and therefore, so has the world of the retail contact center. If you were a brick-and-mortar-only business pre-pandemic, chances are you quickly pivoted to provide online shopping options for your customers. Social media channels. .

Retail 87

Retail Customer Service Net Promoter Score Contact Center 87

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. With greater internet accessibility and drastic change in customer behavior, the age of e-commerce began and continues to grow. As the competition gets fierce over the years, e-commerce businesses are battling for customers’ attention. Promotion, etc.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Social Media Customer Satisfaction 92

Shep Hyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. Boost the customer satisfaction score.

Contact Center 69

Contact Center Sentiment Analysis Artificial Intelligence ML 69

Ameyo Callversations

APRIL 21, 2022

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. This facility may be owned entirely by the organization or (as many companies prefer today) may be outsourced to a contact center operator.

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Fonolo

NOVEMBER 2, 2021

Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. How to build a customer service strategy.

Net Promoter Score 95

Net Promoter Score Customer Service Contact Center E-commerce 95

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

Hodusoft

JULY 20, 2022

Gartner’s GetApp Names HoduCC a Category Leader in Contact Center Software. It’s pretty exciting to see that HoduSoft has bagged the 6th rank in GetApp’s Category Leader list for contact center software , published by Gartner Digital Markets Report. getapp’s category leader in contact center.

Contact Center 52

Contact Center Social Media Omnichannel Customer Loyalty 52

Execs In The Know

AUGUST 10, 2021

While the labor shortage has affected every industry, one role that has fared relatively well during the labor shortage is that of the work-from-home (WFH) customer service agent. WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

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

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. What is a Net Promoter Score?

Net Promoter Score 142

Net Promoter Score Contact Center NPS Customer Satisfaction 142

Ameyo Callversations

MARCH 2, 2022

Even implementation of ai in contact centers helps agents to ease their tasks and help them perform better. The use of machine learning coupled with Artificial intelligence and automated voice responses in a Contact center also helps the agents assist customers by making the calls interactive.

Contact Center 52

Contact Center AI Artificial Intelligence Sentiment Analysis 52

Customer Service Life

NOVEMBER 10, 2022

This isn’t my favorite question to answer and yes, I’ve had to answer it many times during my contact center career. In retrospect, there’s always a trail of clues but somehow we missed it or caught it long after many customers were impacted — only increasing the resulting backlash.

Contact Center 130

Contact Center Text Analytics Engineering Social Media 130

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Peter Lavers @ ThinkCX .

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

JANUARY 15, 2019

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!). In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

Fonolo

JANUARY 11, 2018

The weight social media has on brand affinity and customer satisfaction is constantly growing. Today 84% of consumers expect companies to respond within 24 hours after posting on social media, while 72% of Twitter complaints expect a response within an hour. Activate predicts that by 2018 at least 3.6

Social Media 87

Social Media Customer Service Contact Center Innovation 87

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. One thing contact centers need to get better at is…”.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345