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.

Social Media 73

Social Media Customer Service Social Listening Omnichannel 73

Fonolo

FEBRUARY 20, 2019

2018 proved that reputation-damaging blunders are more prevalent than ever, their devastating effects amplified by the related complaints and commentary buzzing on social media. Relatedly, as the public-facing voice of your brand, call center agents play a crucial role in responding to these crises. Incorporate Social Listening.

Social Media 89

Social Media Contact Center Social Listening Artificial Intelligence 89

Lumoa

APRIL 28, 2024

Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. These are typically generational trends caused by new technology or information about a product. The same goes for the content that people see about your brand on blogs and social media.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

1 to 1

MARCH 2, 2023

Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. Myron said other areas where contact centers will increase technology investment in 2023 include self-service automation and conversational AI/chatbots.

CX 26

CX Contact Center Artificial Intelligence Social Media 26

Fonolo

APRIL 11, 2023

And they should help call center managers see the importance of queue management and the perils of keeping customers waiting on hold You’ve come to the right place! In this blog, we’ll explore the best practices for call center queue management. It results in faster resolution times and improved CSAT scores.

Contact Center 81

Contact Center Social Media Social Listening Customer Satisfaction 81

Fonolo

MAY 7, 2019

The call center remains the ideal avenue to funnel in customers who are less tech-literate as well as those with more complex concerns. However, social media is an excellent avenue to resolve less complex concerns that a buying public are hoping to resolve quickly. Their presence on social media is no exception.

Social Media 70

Social Media Customer Service Omnichannel Social Listening 70