MattsenKumar

SEPTEMBER 21, 2023

The blog post discusses how Speech Analytics is reshaping CX and why it is poised to be a future trend. The fusion of advanced Natural Language Processing (NLP) and Artificial Intelligence (AI) propels this technology to seamlessly transcribe and decipher meaningful understandings from conversations between call center agents and customers.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

Hodusoft

AUGUST 13, 2021

How important are auto dialers for call center software. With stiff competition and shrinking profits, companies are now finding clever ways to generate sales leads without exhausting their most precious resource employees. From cost center to experience hub | Deloitte Digital. Productivity is the new mantra for businesses. .

Sales 98

Sales Engineering Education Customer Service 98

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. By leveraging call centers, they provide customer support, answer customer queries, resolve issues with products or services, and even accept orders or requests over the phone.

Net Promoter Score 52

Net Promoter Score AI Start-ups Contact Center 52

Customer Service Life

AUGUST 22, 2019

This article was originally published on the FCR blog on July 2, 2019. And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center. Image by Free-Photos from Pixabay. Click here to read the original.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

Contact Center 140

Contact Center VOC Social Media AI 140

Hodusoft

DECEMBER 28, 2022

What is Call Center Management? Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. By implementing call center management, organizations can accurately measure, monitor, and optimize their performance. What is call center management?

Net Promoter Score 52

Net Promoter Score NPS Data Entry Business Growth 52

Execs In The Know

OCTOBER 20, 2022

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. In today’s tight labor market, creating a contact center where people love to work is a major competitive advantage. The contact center is an extension of the client brand .

Contact Center 52

Contact Center CX Start-ups Finance 52

Totango

MAY 5, 2021

This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. Offering your clients features relevant to their industries and their usage patterns (e.g. Do their industries play a significant role in their satisfaction? Were there resources readily available?

Net Promoter Score 118

Net Promoter Score Customer Experience NPS Education 118

Fonolo

JULY 5, 2023

Sometimes, public perception of a whole industry can change — we’ve seen this recently with dairy, cereals, and meat-free alternatives. 30 Call Center Tips and Tricks You Can’t Live Without 3. 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

Hodusoft

NOVEMBER 15, 2022

Streamlining business operations, especially customer service with the right technological aid has become imperative to keep up with the current industry standards. Call center software , IP PBX solutions, broadcasting software, etc. In this blog, we begin with decoding call routing and its management.

Invoicing 52

Invoicing Customer Service Sales Business Operations 52

Totango

OCTOBER 20, 2020

This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. Offering your clients features relevant to their industries and their usage patterns (e.g. Do their industries play a significant role in their satisfaction? Were there resources readily available?

Customer Experience 86

Customer Experience Net Promoter Score NPS Education 86

Totango

OCTOBER 23, 2020

As the first step in the customer journey , onboarding is centered around educating your new client on how to properly use your product and access its features. Alternative processes might include an interactive space for customers to ask questions or a community forum with linked resources. . Standardize Onboarding.

VOC 71

VOC Net Promoter Score Start-ups NPS 71

SugarCRM

APRIL 19, 2022

Consumers seek a customer self-service portal to answer the standard questions that keep their use of your products and services running smoothly. Instead of contacting a representative, they use a customer self-service tool like: Portals. Reduce call center costs. Customer self-service applies to nearly every industry.

Social Media 44

Social Media Compliance Customer Satisfaction Customer Service 44

Execs In The Know

FEBRUARY 16, 2023

Simulation training is quickly becoming the gold standard for organizations of all sizes and industries that want to increase agent confidence and performance. Regardless of consumers embarking on a multichannel journey, the important takeaway is which channel is their first contact and with which channel they find their resolution.

AI 52

AI Scorecard Contact Center Compliance 52

Ameyo Callversations

MARCH 29, 2022

Businesses across industries have been focusing on personalized customer service. IS REMOTE WORKING A GOOD IDEA FOR YOUR CONTACT CENTER? Further, you can also automate the chatbots with standard responses to solve the most common queries. Yet, personalization has multiple facets when it comes to the customers.

Customer Service 52

Customer Service Omnichannel Customer Journey Map Touchpoint 52

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42

Hodusoft

OCTOBER 4, 2023

Managing the cost per call is a paramount challenge for contemporary businesses across various industries. As per industry standards, an acceptable cost per call could range anywhere from $2.70 However, the cost per call varies from one industry to the other. Read on and thank us later.

Compliance 105

Compliance Omnichannel Real Estate Legal 105

Hodusoft

AUGUST 2, 2023

Cost Per Call : A Key Metric for Your Contact Center Have you ever wondered how much money you spend to handle a single call? Cost per call is one of the most important metrics for contact centers. Factors that affect the cost per call How to calculate the cost per call in a contact center?

Contact Center 52

Contact Center Technology Technology Construction 52

Hodusoft

NOVEMBER 22, 2023

Increase ROI of BPO with Omnichannel Contact Center Software Excellent customer service is just as important as excellent marketing efforts. One such tool is omnichannel contact center software. In this blog post, we will delve into the role of omnichannel contact center software in increasing the ROI of BPOs.

Contact Center 52

Contact Center Omnichannel Compliance Social Media 52

Hodusoft

MARCH 21, 2024

In response to constant technological advancements and changing global trends, the BPO industry has evolved into a significant player in the global economy. Among the global industries, the commercial sector dominates the BPO market with over 60% share. Overview of The BPO Industry: How It Works? from 2021 to 2028. What is BPO?

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Comm100

AUGUST 23, 2018

The success of these industry leaders is thanks to their shared knowledge of (and ability to act on) a simple truth: the best defense is a good offense. This blog post is not about the top customer service trends to watch out for in 2018. This blog post is not about the top customer service trends to watch out for in 2018.

Customer Service 40

Customer Service Hospitality Hospitality Omnichannel 40

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software? Let’s understand multi-tenant contact center software with an example.

Contact Center 52

Contact Center Customer Service CRM Social Media 52

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. She has an accumulative experience of 16 years in the Audit and Banking industry.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Hodusoft

NOVEMBER 2, 2023

In this blog post, we will discuss how multi-tenant PBX are useful for UCaaS service providers. So, without further ado let’s dive right into the blog post and know more about UCaaS and multi-tenant PBX in detail. What is UCaaS? They have a high degree of autonomy in managing their communication services.

Compliance 52

Compliance CRM Legal Customer Relationship Management 52

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Its origins go back over 5 decades, to the earliest days of call centers.

Net Promoter Score 96

Net Promoter Score Contact Center Customer Satisfaction Start-ups 96

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Pratibha Vuppuluri is the Chief Blogger at She Started It , an online resource guide for working moms.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Pratibha Vuppuluri is the Chief Blogger at She Started It , an online resource guide for working moms.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Hodusoft

AUGUST 16, 2023

If you are an established ISP or a business looking to provide broadband services, then this blog post is just for you. Here we have discussed everything about ISPs, the industry overview, their challenges, their relationship with multi-tenant IP PBX software, and the five ways multi-tenant IP PBX software can enhance your ISP business.

Technology 52

Technology Technology Customer Retention Entertainment 52

Fonolo

SEPTEMBER 5, 2017

Call centers are highly focused on metrics too. If most call center teams had to pick a “North Star” it would be service level, which measures the length of time callers wait to reach an agent. Even more surprising is that most call centers would name the same target value for that metric: the magical “80/20”. Why is this so?

Net Promoter Score 52

Net Promoter Score Contact Center Customer Satisfaction Start-ups 52

SugarCRM

OCTOBER 10, 2023

This blog post will explore the various ways in which CRM software development has transformed the way businesses operate and the benefits it offers to organizations across different industries. This not only drained financial resources but also diverted crucial manpower away from more strategic initiatives.

Business Operations 26

Business Operations CRM Social Media Sales 26

Intercom, Inc.

APRIL 9, 2020

And I think much of that is rooted in our blog. While some customers have seen a big slowdown in customer contacts, many of them are busier. What types of questions are we getting time and time again, and how can we create a standardized template to respond? I remember someone once said that Intercom is a culture of writers.

Healthcare 245

Healthcare Non-Profits Start-ups Technology 245

Comm100

AUGUST 21, 2018

Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. Comparing bot and agent metrics can help your organization deliver consistent service that is aligned with company standards. This depends on the metric.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. Comparing bot and agent metrics can help your organization deliver consistent service that is aligned with company standards. This depends on the metric.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

SugarCRM

JULY 25, 2023

Typically, an All-in-One CRM includes core Sales, Marketing, and Service CRM capabilities such as: Contact and lead management Sales pipeline tracking Customer interaction history Marketing automation Customer support ticketing Project management Invoicing Analytics And more.

CRM 26

CRM Compliance Innovation Sales 26

Comm100

JUNE 13, 2018

Preparing for the shopping season ahead of time can help e-commerce vendors and retailers of all industries convert more browsers into buyers, improve customer satisfaction levels, and dodge inconvenient (and avoidable) operational hassles. During the holiday season, many contact centers experience high call volumes.

E-commerce 53

E-commerce Social Media Retail Customer Service 53

Qualtrics

NOVEMBER 10, 2020

Pew Research Center. This is what you can expect from The Pew Research Center , a non-profit organization that conducts research and analysis across a diverse range of areas. Industries : North American Industry Classification System or NAICS system. Contact us for a demo and quote). Here are 15 of the best.

Social Media 55

Social Media Non-Profits Education B2C 55