Lumoa

FEBRUARY 7, 2023

Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. In This Article: What is the Voice of the Customer (VoC)?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Callminer

MAY 12, 2020

Call center software offers a wide variety of optimizations for such organizations to choose from; however, paralysis by analysis can keep company leadership from giving the best options a green light. There are multiple types of call center software that your business may benefit from, including: Interactive Voice Response (IVR).

Compliance 182

Compliance CRM Legal Customer Relationship Management 182

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? In fact, the cost of replacing an individual employee can range from 0.5 But how to do that? By LISTENING TO THE VOICE OF EMPLOYEES with the help of a robust employee feedback tool. And how do you listen to the voices of your customers?

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

Hodusoft

JULY 19, 2023

Benefits of using inbound call center software for businesses How inbound call center software differs from outbound call center software Features of inbound call center software How to choose the right inbound call center software? How does inbound call center software differ from outbound call center software?

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Fonolo

DECEMBER 1, 2022

But how do you buy the call center software and choose from the countless options in a very competitive marketplace? Tools enhanced with artificial intelligence are a must these days, along with IVR capabilities, smart routing, real-time analytics, and immediate access to caller information and context for agents. .

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. They’re valued by c-suites for providing insights gleaned from direct contact via customer service and support channels. But knowing which metrics matter, and how to interpret them, is key to success.

Contact Center 91

Contact Center Customer Satisfaction Sentiment Analysis Artificial Intelligence 91

Hodusoft

APRIL 4, 2024

Since customers these days have numerous options to choose from, they prefer choosing a company that offers a proactive, fast, and omnichannel customer experience. HoduCC Omnichannel CX Suite is All You Need How Does HoduCC CX Suite Help You Tackle Various CX Related Challenges? Let’s get started!

Omnichannel 52

Omnichannel CX Social Media Contact Center 52

Fonolo

MAY 23, 2023

Hyper-personalization in the contact center is a customer experience strategy that uses advanced technologies and data analytics to deliver tailored interactions. FACT: 75% of consumers are more likely to purchase from brands that recognize them by name, understand their preferences, and provide personalized recommendations.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? The frequency and timing of companies asking for customer feedback can be somewhat unclear, largely due to the diverse practices across different businesses and industries. So, the lingering question is: How do we ensure our approach is not just functional, but truly effective?

Customer Feedback 83

Customer Feedback Text Analytics Hospitality Hospitality 83

Hodusoft

FEBRUARY 6, 2024

It ensures consistent interactions and seamless customer engagement, no matter the channel (voice, video, chat, email, SMS, or social media). About IT EXPO 2024 ITEXPO is an annual technology conference and exhibition that brings together experts and professionals from different sectors of the information technology industry.

Omnichannel 52

Omnichannel Social Media Artificial Intelligence Contact Center 52

Callminer

SEPTEMBER 23, 2020

Speech analytics tools like CallMiner Eureka , for instance, allows call center managers to monitor outbound calls for language patterns, indicators of customer sentiment, and other factors that provide insight into performance. ” – How to Succeed with Outbound Calling – Part 1 , Call Centre Helper; Twitter: @callcentrehelp.

Contact Center 182

Contact Center Social Media Sales Data Mining 182

Fonolo

FEBRUARY 2, 2023

From there, you can streamline your operations and maximize efficiency. AI and natural language processing (NLP) From active listening to customer sentiment, this intelligent technology can analyze agent and customer interactions in real time, and offer suggestions based on tone of voice, language, and much more.

Contact Center 140

Contact Center Sentiment Analysis AI Machine Learning 140

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? In the e-commerce sector, customer service can be defined as support or assistance that customers need when they shop from an online store. Let’s get started.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Lumoa

MARCH 12, 2023

How important is customer experience, really? Listening to the voice of the customer sounds appealing in theory. But how do you do that in the real world? These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. A CX platform combines all of that.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Really, your WFO will be different depending on the industry, size, and needs of your call center. How do I get started?

Contact Center 81

Contact Center Social Media Omnichannel AI 81

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” That means you never hear from 70-80% of customers. Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program. Listen to the voice of employee.

Social Media 182

Social Media VOC VOE Contact Center 182

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. How Did We Evaluate InMoment Alternatives? So, let’s start exploring.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

Aquire

JANUARY 6, 2022

And with the rise of the digital workforce, the right online business tools can really help improve how you run your business. Slack Zoom Dropbox Canva Clearbit Google Analytics SEMrush Gong.io How much does Acquire cost? Let’s face it: remote work is here to stay. And most importantly, grow your business.

Social Media 105

Social Media Invoicing CRM Start-ups 105

Hodusoft

MAY 10, 2024

The COVID-19 pandemic propelled virtual call centers and contact centers from being supplemental solutions to essential infrastructure. As per recent stats the number of remote call center agents is expected to grow by 60 percent from 2022 to 2024. This flexibility offers several advantages over their brick-and-mortar counterparts.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

SurveySensum

OCTOBER 17, 2023

She decided to seek financial assistance from an NBFC for her startup. And as her patience wore thin, she received an offer from the NBFC with high-interest rates and a meager loan. How to Choose the Right NBFC Customer Feedback Tool? How We Evaluated the NBFC Customer Feedback Tool? What is a NBFC Customer Feedback Tool?

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Hodusoft

JANUARY 3, 2024

An era where agents can work from anywhere in the world without being tied to one particular place. In the last few years, the demand for CCaaS has increased significantly owing to the growth of remote working and agents working from home during the pandemic and subsequent lockdowns. billion by 2030. What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Logicalware

DECEMBER 15, 2021

You accept and receive a video call from a customer service agent who walks you through the top features. Marketing and sales teams can engage web visitors from the moment they land on their website and support them with personalised service right through to purchase. Video chat with customers and share web sessions to assist?them?with

Customer Service 98

Customer Service AI Start-ups Sales 98

Ameyo Callversations

JULY 22, 2021

An almost similar number of customers (59%) have grown their expectations from customer support over the last year. Let’s discuss how contact center automation has helped the brands in numerous ways-. 1) Work from Home Shift. 2) Modern Analytical Metrics Tools. Contact Centers: Automation and Transformation.

Contact Center 98

Contact Center Social Media Artificial Intelligence Omnichannel 98

Callminer

AUGUST 6, 2019

Automatic Call Distributor (ACD): ACDs handle how calls are routed to find the right rep or automated system. Computer Telephony Integration (CTI): Essentially, CTI is a software that brings together all communication channels (web-based, voice, email, etc.). These details allow for training reps and improving call center performance.

Contact Center 140

Contact Center VOC Social Media AI 140

Lumoa

JANUARY 11, 2022

Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. In simple words, NPS software is a tool, that helps businesses measure and track NPS results and get in-depth insights from customers. NPS surveys or full NPS analytics?

NPS 103

NPS Net Promoter Score Sentiment Analysis AI 103

Hodusoft

SEPTEMBER 29, 2022

7 Ways How Omnichannel Analytics In Contact Center Can Improve Your CX. Along with the software comes omnichannel analytics to further enhance the strategic planning of businesses. How does it level up your customer service? Read on to gain more insights on omnichannel analytics. What is omnichannel analytics?

Contact Center 52

Contact Center Omnichannel CX Actionable Insights 52

Aquire

AUGUST 12, 2021

But with so many different ways to go about it, and an abundance of customer engagement tools vying for your attention, engaging customers can sometimes seem a rather overwhelming task. Being a truly customer-centric company comes from choosing your tools wisely and building an effective customer engagement strategy around them.

Social Media 98

Social Media Retail Customer Survey Entertainment 98

Hodusoft

FEBRUARY 1, 2023

With more and more people using their smartphones for everything from banking to shopping, it’s no surprise that the use of business phone systems in the banking industry is on the rise. It enables financial institutions to communicate with their customers through various channels, such as voice, text, and video.

Finance 52

Finance Omnichannel Social Media Artificial Intelligence 52

Lumoa

NOVEMBER 21, 2023

In this article, we will go over how AI has transformed customer feedback analysis in detail while throwing some light on the trends, challenges, and the future. AI tools can also highlight correlations between different data sets that are not visible otherwise. No one seems to know how to improve the metric.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

Hodusoft

FEBRUARY 4, 2024

Transforming CX: A Glimpse into HoduSoft's Next-Gen Communication Solutions at the Digital CX Summit 2024 In today’s swiftly evolving digital communication landscape, customers have access to more information and options to choose from. As a result, they expect seamless omnichannel experiences.

CX 52

CX Omnichannel Contact Center Social Media 52

Fonolo

OCTOBER 5, 2023

ChatGPT stole most of the headlines, but as companies across the planet worked hard to get their bots chatting, many questions started to bubble to the surface. You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. 2023 was all about chatbots. Join us Oct.

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

Hodusoft

NOVEMBER 24, 2021

Furthermore, advanced predictive analytics can provide insights that can assist sales-based customer service providers in identifying the best sales and retention opportunities. These metrics are transformed into meaningful feedback that can help in decision-making by call centers using data analytics tools. Omnichannel Communication.

Artificial Intelligence 105

Artificial Intelligence Social Media CRM Omnichannel 105

Lumoa

APRIL 13, 2020

So how do you make the most out of your voice feedback? With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. What is voice feedback?

Text Analytics 83

Text Analytics Artificial Intelligence Machine Learning Social Media 83

SurveySensum

NOVEMBER 23, 2023

How to choose the right NPS tool? With an index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones. How to choose the right NPS tool? You don’t have to build a survey from scratch. What is an NPS tool?

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

Callminer

JUNE 9, 2020

In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform post-phone call to resolve that call. How to Reduce / Improve Average Handle Time.

Contact Center 182

Contact Center Customer Satisfaction Social Media CRM 182

SurveySensum

MARCH 3, 2022

11 best Voice of the Customer tools to listen to your customers effectively. So how can they improve? . How can they offer such an exceptional customer experience they become the first choice of the customer? And how can you do that? – With Voice of the Customer tools. . The answer is simple! SurveySensum.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52