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. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. Start by creating a customer care vision and set goals.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Contact Center 246

Contact Center Outlook Gaming Education 246

Hodusoft

MARCH 24, 2022

The Future of customer service is the Omnichannel Contact Center. Regardless of how the customers contact you, they expect to have their issues resolved on time. An omnichannel solution for contact centers is the perfect solution to meet these requirements.

Contact Center 105

Contact Center Omnichannel Customer Service Customer Expectations 105

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

MattsenKumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. However, the art lies in balancing this automation with the emotional intelligence of human agents.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

CSAT.AI

JANUARY 18, 2023

Eliminating any human customer service support, like Frontier Airlines has done, is a bold choice. Digital customer service options are able to help manage the support challenges businesses are facing. The question is, should they be the only options customers have? How Digital Customer Service Can Help.

Customer Service 85

Customer Service AI Sentiment Analysis CX 85

Shep Hyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 138

Customer Service Technology Technology AI 138

Fonolo

JULY 13, 2023

In customer service, this means being totally focused on the words your customer is saying, understanding what those words mean and responding in a manner that makes them feel heard and validated. The more empathy you have with your customers, the more they will value their relationship with you - and your products.

Customer Service 67

Customer Service Contact Center Social Media Start-ups 67

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. First contact resolution (FCR) measures might be…”.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

DMG Consulting

OCTOBER 2, 2023

The report defines generative AI and explores in-depth how contact centers and customer service organizations can utilize it to achieve their essential goals. The report also includes a list of the top frequently asked questions and answers about the impact of generative AI on contact centers and customer service.

Contact Center 59

Contact Center AI Customer Service Outlook 59

Uniphore

OCTOBER 21, 2021

2 1 , 2021 [12 AM PST, 3 AM EST ] – Uniphore announced today that it has completed its acquisition of Jacada and is unveiling the industry’s most compre he nsive p latform that will further enable enterprises to transform customer experiences. PALO ALTO, Calif. , Superior Business User Friendly UX.

Contact Center 189

Contact Center AI Education Healthcare 189

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? What’s inside?

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

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. Read on for an introduction to call center automation, plus our top software picks!

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! But in a world of possibilities, you may wonder which processes are best to automate. What is Call Center Automation? Sounds great, right?

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Ameyo Callversations

APRIL 6, 2022

AI chatbot solutions are leading the way in providing exceptional customer service to businesses worldwide. They play a major role in delivering consistent and engaging customer experiences across eCommerce, retail, banking, insurance, and travel. IS REMOTE WORKING A GOOD IDEA FOR YOUR CONTACT CENTER? DOWNLOAD NOW.

AI 98

AI Customer Service Compliance Contact Center 98

Ameyo Callversations

APRIL 6, 2022

AI chatbot solutions are leading the way in providing exceptional customer service to businesses worldwide. They play a major role in delivering consistent and engaging customer experiences across eCommerce, retail, banking, insurance, and travel. IS REMOTE WORKING A GOOD IDEA FOR YOUR CONTACT CENTER? DOWNLOAD NOW.

AI 98

AI Customer Service Compliance Contact Center 98

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. Delivering superior CX (speed, accurate authentication; engaging with virtual assistants).

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

CommBox

MAY 11, 2022

Customer service. Because keeping your customers happy isn’t just good for your karma. A whopping 93% of customers will make repeat purchases from companies that offer excellent service, while 83% feel more loyal to brands that respond to – and resolve – their complaints. Contact Form. Knowledge Base.

Customer Service 98

Customer Service Artificial Intelligence Omnichannel CRM 98

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. Just imagine you are a business owner who is considering outsourcing customer service.

Contact Center 52

Contact Center Customer Service CRM Social Media 52

Uniphore

NOVEMBER 11, 2021

Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Finance 130

Uniphore

DECEMBER 17, 2021

That’s where conversational artificial intelligence (AI) and automation can help. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

Ameyo Callversations

JULY 10, 2022

Irrespective of the business type, the importance of a robust customer support strategy cannot be undermined. This is what keeps contact centers at the core of such a strategy. With rising customer expectations, most contact centers handle tremendous pressure to do more with fewer resources.

AI 52

AI Customer Service Contact Center Social Media 52

Uniphore

OCTOBER 5, 2018

In order to step up to the seemingly impossible challenge of enabling deeper customer engagements, support organizations are turning to automation. It expands self-service from responding to questions, to actually completing customer requests such as returning a product or changing a flight. Read More.

Customer Service 100

Customer Service Contact Center Technology Technology 100

CSAT.AI

JUNE 7, 2022

called out Mark Zuckerberg during a House Financial Services meeting for the treatment of content moderators which she likened to “straight out of an episode of Black Mirror.” . Customer service whether it is as a content moderator, contact center agent or customer sales rep is emotionally taxing.

Customer Service 81

Customer Service Contact Center Customer Satisfaction Technology 81

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge.

Customer Service 81

Customer Service Healthcare AI Artificial Intelligence 81

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? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52

CSAT.AI

APRIL 5, 2023

Like most industries, customer service has its own jargon – chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms with some links if you want to go deeper. Brand : What customers think of when they see/hear a company name. The overall impression.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

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? We are all customers for something.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

CSAT.AI

FEBRUARY 1, 2023

The negative nickname of ‘cost center’ applied to contact centers works against the success of quality customer service. Further, there is an argument for the contact center as a means of increasing profit and using other department budgets wisely. Human based customer service is one of these.

Contact Center 101

Contact Center Non-Profits Sentiment Analysis Customer Loyalty 101

Hodusoft

MARCH 30, 2023

Small Business Inbound Call Center Software to Improve Customer Service As a business owner, you must never underestimate the power of your phone system. You will not only need it to make various outgoing calls to your suppliers, business partners, and customers but also to receive incoming calls.

Customer Service 52

Customer Service Data Entry Contact Center Customer Relationship Management 52

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Proactive customer engagement takes off. “By

Customer Service 82

Customer Service Omnichannel CRM Contact Center 82

Zendesk

OCTOBER 20, 2023

The right customer service plan is like the Infinity Gauntlet in the Marvel Universe. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document. The plan gives your business a blueprint to achieve your customer service goals.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Customer Service Life

DECEMBER 20, 2023

As I continue to mull over this idea, or perhaps the fantasy of never saying no to a customer, I’ll openly admit that I don’t think preventing contact center agents from saying particular words or phrases stops them from telling a customer we can’t do something for them. Think about it. Who cares about these limitations?

Contact Center 83

Contact Center Engineering Customer Service Sales 83