Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

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. Call-Back Technology.

Contact Center 67

Contact Center Technology Technology Artificial Intelligence 67

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Contact center professionals? Technologies that originally appeared futuristic became commonplace.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately.

Contact Center 170

Contact Center Social Media Education Technology 170

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

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center offers more than just customer communication — it’s a powerful tool for creating memorable customer experiences (CX) and strengthening brand loyalty. What is an omnichannel contact center? Omnichannel vs multichannel contact center. Understand the customer journey.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

Ameyo Callversations

JULY 22, 2021

Until a few years ago, several companies and BPOs treated their contact center division as an entity that managed superior customer service and nothing more or less. According to Microsoft’s State of global customer service report , more than half (58%) of customers choose a brand based on their customer service.

Contact Center 98

Contact Center Social Media Artificial Intelligence Omnichannel 98

Hodusoft

NOVEMBER 17, 2021

The ultimate guide to the omnichannel contact center software. Modern consumers are technologically inclined and driven by efficiency. Customer care executives should be able to give them the service they anticipate. What is an Omnichannel Contact Center? Omnichannel vs Multichannel Contact Centers.

Contact Center 98

Contact Center Omnichannel Social Media Artificial Intelligence 98

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

Fonolo

DECEMBER 1, 2022

With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . But how do you buy the call center software and choose from the countless options in a very competitive marketplace? billion in 2022 to US $93.7

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. It’s the acronym for Unified Communications as a Service. By doing so, it enables agents to manage and handle customer communication across various platforms.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

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

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

OCTOBER 10, 2019

If you were to check your company’s social media mentions right now, there is a very good chance you would find customers trying to get your attention. Power , 67% of online users are leveraging social media to get in touch with companies for support. Some brands are funny on social media.

Social Media 73

Social Media Customer Service Social Listening Omnichannel 73

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. IVA, bots, RPA, AQM, self-service, WFM, etc.)

Contact Center 87

Contact Center Social Media Artificial Intelligence AI 87

Fonolo

NOVEMBER 7, 2018

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Service Levels. And, you know, we’re here to help.

Contact Center 182

Contact Center Technology Technology Customer Loyalty 182

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

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

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

APRIL 6, 2020

it’s becoming more and more important for companies to engage with their customers. Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI. The Best Apps for Virtual Contact Center Teams.

Contact Center 108

Contact Center Social Media Invoicing Hospitality 108

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

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

Ameyo Callversations

SEPTEMBER 6, 2022

Irrespective of the industry, successful brands are dedicated to delivering the best-in-class customer service to drive customer loyalty. Interestingly, it means benefiting from a contact center to engage with their customers via different communication channels. What is Contact Center as a Service (CCaaS)?

Contact Center 52

Contact Center Social Media Omnichannel AI 52

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? Our favorite chart: The Current State of Customer Care.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

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

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

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.

Customer Service 130

Customer Service Contact Center Engineering Social Media 130

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

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. Check it out!

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

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.?. What is Voice bot?

Contact Center 69

Contact Center Sentiment Analysis Artificial Intelligence ML 69

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

MARCH 19, 2019

Given the increasing number of customers they must support, these companies would certainly benefit from implementing strong customer service offerings. Utility companies have a huge opportunity to improve their customer service strategies and reap the rewards. The Benefits of Improved Customer Service.

Technology 106

Technology Technology Customer Service Social Media 106

Fonolo

MAY 29, 2019

With the powerful tool of social media, customers everywhere now have an expansive platform with which to voice their feelings about their customer service experiences. This puts a huge amount of pressure on call center agents to perform. Well, you can now add a live customer service experience to the list.

Technology 78

Technology Technology Customer Service Social Media 78

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

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

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