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. And let’s not forget the boom in cloud-based technology adoption. Our Top 6 Contact Center Technology Picks for 2022.

Contact Center 87

Contact Center Technology Technology Artificial Intelligence 87

Fonolo

FEBRUARY 14, 2023

As technology gets smarter and more intuitive, so does the contact center that benefits from it. Call center automation is the practice of using technology to tackle manual, time-consuming tasks on behalf of your agents. Call centers have always relied on different forms of automation to provide swift service to their clientele.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Fonolo

MARCH 19, 2019

By embracing modern customer service technology as a must-have ‘utility’, these brands can set themselves apart from their competitors. The Benefits of Improved Customer Service. Industries like retail, hospitality, and healthcare have continued to raise the bar to meet customer expectations. A study by J.D.

Technology 106

Technology Technology Customer Service Social Media 106

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. High workloads, outdated or inadequate technological tools, and lack of adequate training are among the primary obstacles.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction AI 53

Hodusoft

MAY 10, 2024

That means they don’t need customer service representatives and agents to be physically present in one location unlike traditional call centers and contact centers that are confined to physical locations. Virtual call centers leverage cloud-based technology to enable remote agents to handle customer inquiries from anywhere in the world.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Uniphore

JUNE 17, 2021

The challenge is accurately tracking whether a particular customer has actually received a resolution they are satisfied with and will not need to call back. Unresolved callbacks not only create more work for your agents, they also often come with added customer frustration. Improve Your Customer Journey from End to End.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

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. And let’s not forget the boom in cloud-based technology adoption. Our Top 6 Contact Center Technology Picks for 2022.

Contact Center 67

Contact Center Technology Technology Artificial Intelligence 67

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. Let’s explore what forms that technology can take.

Customer Experience 83

Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 83

Hodusoft

AUGUST 4, 2021

A Guide to Hybrid Workforce Technology for the Future of Work. Organizations will need to come up with technology to support a hybrid workforce and effectively manage differences in a complex environment. . WFH and Technological Interventions. However, with changing times the “work-from-anywhere” mode will be a norm.

Technology 98

Technology Technology Contact Center CRM 98

Hodusoft

FEBRUARY 4, 2024

As a result, they expect seamless omnichannel experiences. To keep customers satisfied and stay competitive, businesses are making every effort to improve customer experience and streamline operations. At this event, HoduSoft’s experts will talk about the latest innovations in the field of communication technology.

CX 52

CX Omnichannel Contact Center Social Media 52

Comm100

SEPTEMBER 25, 2021

Yet, these examples could be far from what some customers are looking for, and it’s crucial to know what it means. This article will cover the following: Digital Transformation in Customer Service Significance of Omnichannel Customer Service Importance of Personalization Strategy and Ideas Using Software for Customized Customer Service.

Customer Satisfaction 52

Customer Satisfaction Customer Service Artificial Intelligence Omnichannel 52

SurveySensum

JULY 26, 2023

Leveraging Technology to Tailor Personalized Experiences Nike , the sportswear giant has invested heavily in leveraging technology and data analytics to deliver personalized experiences to their customers. One of their standout personalized initiatives is the NikePlus Membership program.

Customer Retention 52

Customer Retention Retail Social Media E-commerce 52

ModSquad

JULY 25, 2019

As technology has become more advanced in recent years, companies dramatically changed the way they’re handling customer support. Not so long ago, the only way for customers to reach a company was through phone or fax. As a result, customers are able to choose their preferred method for contacting support agents.

Omnichannel 61

Omnichannel Social Media Gaming Customer Retention 61

TeamSupport

MARCH 11, 2024

Nowadays, the customer support landscape is more akin to a bustling city, full of life, interaction, and innovation. And this city is only getting bigger, better, and more technologically advanced. Personalization: Customers want to feel like individuals, and businesses are listening. The Big Trends So what's on the horizon?

Artificial Intelligence 52

Artificial Intelligence Social Media Omnichannel Customer Satisfaction 52

TeamSupport

MARCH 11, 2024

Nowadays, the customer support landscape is more akin to a bustling city, full of life, interaction, and innovation. And this city is only getting bigger, better, and more technologically advanced. Personalization: Customers want to feel like individuals, and businesses are listening. The Big Trends So what's on the horizon?

Artificial Intelligence 52

Artificial Intelligence Social Media Omnichannel Customer Satisfaction 52

Intercom, Inc.

MAY 13, 2022

They also care deeply about customer service. What technologies are required for a call center? Examples of call center technology include: Voice-recognition software that routes customers to specific representatives based on voice prompts. There are several solutions available to keep call centers running smoothly.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount.

Customer Service 76

Customer Service Social Media Omnichannel AI 76

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. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Contact Center 108

Contact Center Sales Omnichannel CRM 108

Aquire

JULY 27, 2021

Cobrowsing technology has been a game-changer for companies. It has allowed customer service teams to offer faster and smoother support in a secure way. . If you’re intrigued by this technology, check out our guide on the nuts and bolts of cobrowsing, its benefits, and how it’s different from screen sharing. Wondering how?

Technology 59

Technology Technology Customer Satisfaction Omnichannel 59

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

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. Moreover, the operation of such complex contact centers is supported by technology. Importance of Contact Center Technology Stack. banner_blog_1].

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Fonolo

APRIL 1, 2021

If your customers aren’t happy with the experience you provide, they’ll leave you without a word. That’s where CSAT — or customer satisfaction — scores come in. This KPI is essential for contact centers to measure how their customers feel about their service. Gather and utilize customer feedback. DID YOU KNOW?

Contact Center 152

Contact Center Social Media Customer Satisfaction Omnichannel 152

Hodusoft

JULY 28, 2023

This recognition solidifies HoduCC’s position as a market leader, empowering businesses with cutting-edge technology to deliver a superior customer experience. Their Data sources generally include approved user reviews, public data sources, and technology vendor data.

Contact Center 52

Contact Center Omnichannel Social Media Innovation 52

Logicalware

FEBRUARY 1, 2024

Customers expect fast, convenient, and personalised service across multiple channels, and enquiries are more complex and in bigger volumes than before. However, many contact centres struggle to meet these expectations as they face the challenges of integrating new technologies, managing multiple channels, and coordinating customer journeys.

Customer Experience 52

Customer Experience Sentiment Analysis Omnichannel Social Media 52

Hodusoft

FEBRUARY 16, 2022

In the last decade, contact center software has evolved to omnichannel contact center software (enabled to route contacts across multiple channels, such as email, chat, SMS, social media, and more.) Also Read our another blog on A Guide to Hybrid Workforce Technology for the Future of Work. Omnichannel support.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Ameyo Callversations

JANUARY 3, 2022

The future of customer-centric businesses and marketing will be more diverse, inclusive, and connected to the real needs of the customers. Technology continues to advance rapidly, and so of course, most of the recent and advanced trends are focused only on customer engagement. Omnichannel. Conversational AI.

Contact Center 98

Contact Center Social Media Omnichannel Non-Profits 98

CommBox

JULY 1, 2021

With more than 60% of customers preferring to solve fundamental issues through a self-service website or app*, the newly announced WhatsApp Bot-Squad is a massive game-changer for mid-to-large-sized companies and organizations. The company, founded in 2013, is revolutionizing customer communication with its AI-powered omnichannel solution.

Machine Learning 98

Machine Learning Omnichannel Social Media AI 98

Aquire

MAY 24, 2021

But with the right digital technology and protocols in place, your company’s response to these scenarios can actually help foster a great customer experience. Live chat , for example, is the most popular option for customer service, yet only 15 percent of low-cost carriers have built it into their mobile apps. Delta Airlines.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

ModSquad

JULY 25, 2019

As technology has become more advanced in recent years, companies dramatically changed the way they’re handling customer support. Not so long ago, the only way for customers to reach a company was through phone or fax. As a result, customers are able to choose their preferred method for contacting support agents.

Omnichannel 40

Omnichannel Social Media Gaming Customer Retention 40

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. The investments in infrastructure and technology to make remote working possible won’t vanish.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Zendesk

JANUARY 17, 2024

Key components of an intelligent CX Benefits of an intelligent CX How to implement intelligent customer experiences into your organization Frequently asked questions Build an intelligent customer experience with Zendesk Why are intelligent customer experiences important? Consumers expect the best.

Customer Experience 52

Customer Experience Omnichannel AI E-commerce 52

Zendesk

DECEMBER 8, 2021

These customer service stats will also give you a glimpse into what next year holds for CX. The impact of great customer service. The cost of bad customer service. The ROI of good customer service. The benefits of omnichannel customer service. The power of customer service automation and AI.

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

CommBox

MARCH 2, 2022

But customer service isn’t just about answering questions from emails and phone calls. This way, you can communicate with your customers from the widget, which is much faster and more efficient than other channels out there. This way, you can know that your support aligns with what your customers expect it to be.

Customer Service 98

Customer Service Social Listening Customer Journey Map Omnichannel 98

Lumoa

JANUARY 24, 2024

Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Satisfied customers are also paying customers, so keeping them happy also helps your bottom line. In 2024, delivering quality CX is so critical to business success that no Customer Experience Officer (CXO) can afford to overlook it.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Lumoa

APRIL 28, 2024

At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Aquire

JULY 20, 2021

21 Customer Service Goals to Strive for in 2021. 21 Customer Service Goals to Strive for in 2021. One of the most common questions about customer service is on how to measure its success and value to your business. Average response times differ depending on the customer support channel (e.g. A great place to start?

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98