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.

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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’.

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Hodusoft

NOVEMBER 29, 2023

HoduSoft Shines Bright with Omnichannel Excellence Award at NXTGEN BPO CONFEX 2023 HoduSoft has been awarded the prestigious “ Omnichannel Excellence in Contact Center Solutions ” award at the NXTGEN BPO CONFEX & AWARDS 2023 in recognition of its outstanding service in the field of contact center solutions.

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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. The message is loud and clear – ‘your contact center is key to win customers’. There are custom contact center solutions for BPOs.

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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.

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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.

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Contact Center Omnichannel Social Media Retail 81

Fonolo

DECEMBER 17, 2019

It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. In order to keep up with the demands of modern consumers, the contact center is destined to evolve further, into the ‘Customer Experience Hub’ of the future.

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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. Our Top 6 Contact Center Technology Picks for 2022.

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Contact Center Technology Technology Artificial Intelligence 87

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. CCaaS is the acronym for Contact Center as a Service. That resulted in the innovation of cloud-based contact center software.

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Contact Center Omnichannel Start-ups CRM 59

Ameyo Callversations

SEPTEMBER 6, 2022

Interestingly, it means benefiting from a contact center to engage with their customers via different communication channels. With the global market value of call centers forwarding toward $496 billion (by 2027), many call center businesses are evolving towards greater success with cloud adoption.

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Zendesk

JUNE 9, 2022

This business should have invested in an omnichannel customer experience, which would have united online and offline channels—and likely resulted in a sale. But according to the Zendesk Customer Experience Trends Report 2022 , only a third of companies are omnichannel. Only a third of companies are omnichannel.

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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.

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Contact Center Omnichannel Social Media Customer Satisfaction 52

Execs In The Know

OCTOBER 10, 2022

These shifting expectations have paved the way for two unique but often misconstrued customer experience (CX) approaches: omnichannel and multichannel. The lines between omnichannel and multichannel customer experience often blur, and even though the terms are sometimes used interchangeably, they are not the same.

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Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. The e-commerce contact center has been realized as one of the most powerful tools in this battle. The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success.

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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. Offer omnichannel customer service Everybody loves options.

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Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

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. Our Top 6 Contact Center Technology Picks for 2022.

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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. from 2023 to 2028.

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Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

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. According to J.D.

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Social Media Customer Service Social Listening Omnichannel 73

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. Today, finance contact center software is one of the best ways for financial institutions to keep tabs on their customers and earn their trust.

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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.

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Contact Center Social Media Omnichannel Customer Loyalty 52

Hodusoft

SEPTEMBER 16, 2018

Omnichannel Service is a centralized, customer-centric approach to managing seamless synergies across various touchpoints. As a contact center head, your success depends upon however well you satisfy your customers’ omnichannel desires and drive consistent, measurable productivity over time.

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Hodusoft

OCTOBER 23, 2019

They go on internet searches, on social media and expect to find the best. A user may try to find information on Whatsapp, on Facebook and on Google before approaching a specific travel service provider and even then the traveler may choose email, voice, fax or social media to communicate.

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Ameyo Callversations

JUNE 19, 2022

Cloud Contact Center is a cloud-based software that acts as the intermediary between companies and their customers. It provides seamless interaction through various communication channels like emails, text messages, calls, and social media platforms– Facebook, WhatsApp, Instagram, etc. Billion in 2020 to USD 36.1

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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!). Today’s digitally-savvy customers have zero tolerance for bad customer experience; this certainly includes their experiences with contact centers.

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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.

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Contact Center Omnichannel CRM Sentiment Analysis 142

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option.

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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.

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Contact Center Engineering Social Media Customer Satisfaction 92

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.

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Hodusoft

SEPTEMBER 30, 2021

Benefits of Contact Center Software for Healthcare Industry. The demand for contact center software shot up considerably. According to Gartner , over 40% of customer service and support leaders experienced increased service contact volumes compared to original 2020 projections due to the pandemic. .

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Taylor Reach Group

OCTOBER 31, 2017

Recently I was asked to participate in an expert round-up on How Fortune 500 companies Manage Their Contact Center(s). More specifically, I was asked to provide insight on the importance of consistency among different channels within a Contact Center. This perception forms the basis for our interaction expectations.

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Contact Center Social Media Omnichannel Technology 84

Hodusoft

MAY 31, 2020

Blend Whatsapp in contact center software and you have an unbeatable combination for customer service. How Whatsapp blends in with contact center software. There are several ways Whatsapp integration in contact center software works to create a smooth interactive atmosphere for customers and agents.

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Customer Service Life

JUNE 29, 2018

For us in the contact center world, we know it’s expensive to run a full time phone support contact center. It’s even more expensive when that contact center is 24/7. We showcase our brand voice on social media, replying to any direct messages or comments left from customers.

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Hodusoft

APRIL 22, 2021

To make communication a seamless process, many hospitals in the healthcare industry are implementing contact center software. Since the software is a cloud-based system, it has also made Work From Home (WFH) possible for contact center agents in the healthcare sector. for remote consultation and primary checkup.

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Shep Hyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. What do customers expect from contact centers? . But what exactly do customers expect from your contact center? Reduced customer churn .

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Contact Center Sales Omnichannel CRM 108

Hodusoft

JULY 12, 2021

How Work from Home Contact Center Software Can Solve Remote Work Challenges? What has not changed, however, is reaching for our phones to call customer service contact center agents, for a myriad of issues. In fact, throughout the pandemic period, contact centers witnessed long waits.

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Contact Center Outlook Omnichannel Social Media 52

Hodusoft

JUNE 25, 2020

Contact center software helps companies in getting connected with their team and customers. Day by day, more and more businesses are implementing the Omnichannel contact center software in their companies. Therefore, several advancements are taking place in call center software.

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1 to 1

SEPTEMBER 22, 2023

For decades, contact center and CX organizations have strived to become “omnichannel.” Rather than force customers into interactions dictated by the company, an omnichannel system enables customers to engage with a brand on their channel of choice when, where, and how they prefer. appeared first on 1to1 Media.

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