Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. What Are Virtual Call Centers and Contact Centers?

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

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

MARCH 21, 2024

Contact center managers know that virtual queuing technology is essential to keeping operations running smoothly. Without it, mayhem would quickly ensue when calls come rushing into your contact center without any way to prioritize them or create order. Call routing always starts with virtual queuing.

Contact Center 75

Contact Center Technology Technology Customer Satisfaction 75

Fonolo

JANUARY 26, 2023

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. And their answers may not be what you expect.

Contact Center 126

Contact Center CX NPS Start-ups 126

Inside Customer Service

JANUARY 27, 2022

The contact center agent shook his head as he scanned the quality assurance form. I didn't do myself any favors by just setting the score sheet down in front of him at the start of the conversation. What is contact center quality assurance? Wrap-up by discussing goals for future calls. Nope," he said again.

Contact Center 148

Contact Center Legal Construction Start-ups 148

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Start small and make the first deployment successful Rather than developing an ambitious deployment plan, implement one capability at a time. The Ultimate Playbook for Contact Center Automation Download Now 3.

Contact Center 147

Contact Center Start-ups Gaming CX 147

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Fonolo

APRIL 25, 2023

It improves your CSAT scores, supports your agents and helps smooth out call spikes in the contact center. Top 7 Problems Fonolo Call-Backs Can Solve If you work in a contact center, chances are you are familiar with the traditional way to use call-backs. The post Can Call-Backs Do More For Your Contact Center?

Contact Center 95

Contact Center Gaming Start-ups Technology 95

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Pay Attention to Your Customers When They’re Talking Supercharging your CX game starts with paying close attention during calls. The non-verbal cues in this call tell you that the customer is fed up.

Contact Center 87

Contact Center Customer Satisfaction Healthcare Start-ups 87

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. Unsure where to start? Handpicked related content: This Year’s Top Contact Center Technology Trends.

Contact Center 148

Contact Center Social Media Start-ups Technology 148

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? Start there first. It’s simply become too loud.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Fonolo

MAY 23, 2023

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? What is Hyper-Personalization in a Contact Center? Let’s start with some definitions. Customers want to feel seen. It’s worth it!

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Hodusoft

APRIL 11, 2024

Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide In today’s digitally-driven world, customer support is increasingly dependent on digital technologies. So, let’s get started. An Understanding of HIPAA Compliance for Contact Centers How Does HIPAA Compliance for Contact Centers Work?

Contact Center 52

Contact Center Compliance Healthcare Education 52

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. READ THE FULL GUIDE: Contact Center Trends 2023. (It

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Fonolo

APRIL 18, 2023

Is your contact center staying on top of advancements in AI and automation ? Automation Strategies to Future-Proof Your Contact Center You can lock-in easy wins by deciding to strategically deploy automation and AI in your contact center. A bit of background is a great place to start.

Contact Center 81

Contact Center Machine Learning Sentiment Analysis Data Entry 81

Fonolo

APRIL 18, 2023

Is your contact center staying on top of advancements in AI and automation? Free Download: Automation Strategies to Future-Proof Your Contact Center New KPIs offer next-level insights into operations. You can lock-in easy wins by deciding to strategically deploy automation and AI in your contact center.

Contact Center 67

Contact Center Machine Learning Sentiment Analysis Data Entry 67

Execs In The Know

FEBRUARY 21, 2024

It’s a good start, but more must be done before considering ourselves in a fully autonomous driving world. Deloitte reports that 80% of contact centers are actively engaging in some stage of AI deployment. AI-driven hyperautomation for the enterprise looks like the current state of self-driving cars.

Contact Center 98

Contact Center AI Healthcare Start-ups 98

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. Start by creating a customer care vision and set goals. What does top-tier customer service look like in your call center? 7 Things Your Customers Want Your Contact Center to Know.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Execs In The Know

NOVEMBER 21, 2022

Over the last few years, call centers have changed significantly. With the rapid advancement of technology, brands have started to rethink how they deliver exceptional customer service. However, when deciding how to merge automated virtual agents into your call center, how do you determine what exactly should be automated?

Contact Center 98

Contact Center Education AI Engineering 98

Fonolo

JUNE 13, 2023

Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. Luckily, when you replace hold time with a call-back, your customer satisfaction ratings go up while improving your operational efficiencies. After a while, this effect flattens out.

Contact Center 104

Contact Center Social Media Start-ups Customer Satisfaction 104

DMG Consulting

JANUARY 3, 2024

Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. Keep the strategy and goals simple and find solutions that will help you address them.

Contact Center 48

Contact Center Artificial Intelligence AI Social Media 48

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Statistics That Demonstrate the Value of Great Customer Service Excellent customer service in the contact center has always been job one. will result in a $276,000 reduction in annual operational costs.

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

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. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. Read on and thank us later.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Fonolo

MAY 26, 2020

Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. How can you turn your contact center into a highly efficient part of your business?

Contact Center 142

Contact Center Technology Technology Start-ups 142

CX Accelerator

FEBRUARY 6, 2019

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! Jenny Dempsey @brittanynaylor awesome challenge!

Contact Center 206

Contact Center CX B2C Start-ups 206

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. If you’re ready to start developing your team of superstar agents, we have some essential tips for you. Where should you begin? TIP: Don’t overdo it!

Contact Center 129

Contact Center Construction Customer Satisfaction Start-ups 129

Fonolo

JANUARY 14, 2021

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. Empathy has been a hot topic in the contact center industry this past year.

Contact Center 150

Contact Center Start-ups Sales Customer Satisfaction 150

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

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. The idea of CCaaS started in the early 2000s. billion by 2030. What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Fonolo

MARCH 30, 2021

Here are some tips to help you get started. TIP: Most contact center software will generate a Call Detail Record (CDR). With social media and mobile apps at their peak popularity, contact centers would do well to invest in an omni-channel strategy. Take an omni-channel approach. Take an omni-channel approach.

Contact Center 147

Contact Center Social Media Customer Satisfaction Start-ups 147

Fonolo

AUGUST 29, 2023

As a call center manager, it’s essential that you ensure your agents are equipped with the right skills to deliver this kind of superior customer service experience. Start by introducing the concept of active listening to your agents. Imagine the positive impact on your call center’s performance.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Fonolo

MARCH 30, 2020

Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. Managing Remote Contact Center Agents. Here are 5 tips on managing your virtual call center team.

Contact Center 133

Contact Center Start-ups Gaming Technology 133

Taylor Reach Group

SEPTEMBER 3, 2021

After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The employee revolving door is something to which most contact center leaders are accustomed.

Contact Center 139

Contact Center Start-ups Technology Technology 139

Fonolo

OCTOBER 20, 2020

The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. Contact Centers Adapted Fast. Contact Center Budgets Are Shrinking. Good times.

Contact Center 126

Contact Center CX Education Start-ups 126

Taylor Reach Group

JUNE 5, 2020

Roughly three months into the COVID-19 shutdown, there has been a lot of discussion around what COVID-19 has done to our society, our economy, our elderly and; if you live in my little corner of the world; our customer experiences and contact centers.

Contact Center 106

Contact Center Start-ups Customer Experience CX 106