Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. Still have questions about call center training?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Of course, you should still use other KPIs to improve your call center.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. More personalization and better customer experience . Improved contact center operations .

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Callminer

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with. Allan Borch. Van Goodwin.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

Hodusoft

SEPTEMBER 21, 2022

What Is Outbound Call Center Software And How Can I Improve My Outbound Call Center? Outbound calling has been an effective strategy for businesses to expand their customer base. You can enhance the efficiency of your outbound calling by investing in reliable outbound call center software. Customer query.

CRM 96

CRM Actionable Insights Business Growth Sales 96

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Not doing so risks losing valuable customers and call center talent in an industry that’s already known for high agent attrition rates.

Gaming 182

Gaming Social Media Contact Center Customer Feedback 182

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. That’s where human-centered design comes in.

CX Transformation 99

CX Transformation CX VOE AI 99

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

Inside Customer Service

DECEMBER 2, 2021

Their enthusiasm made it far easier to connect with customers and assist them. Their job is to get the word out about a company's products and services. You might find them in sales, marketing, customer service, operations, or even finance. Now, imagine that customer is also an employee. They really stand out."

Retail 260

Retail Social Media Finance Sales 260

Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. Diffusing tense conversations and satisfying the chronically unsatisfiable are but two of the emotionally charged skills of every great call center agent.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

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. Types of Call Center Software. Be mindful of integrations.

Contact Center 140

Contact Center VOC Social Media AI 140

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Peter Mann. Brett Prentiss.

Contact Center 345

Contact Center Customer Satisfaction Customer Service Outlook 345

Fonolo

APRIL 18, 2023

Is your contact center staying on top of advancements in AI and automation ? Real-time agent assist helps agents understand customers’ emotions. Chatbots and call-backs create rewarding self-service experiences for customers. Chatbots and call-backs create rewarding self-service experiences for customers.

Contact Center 81

Contact Center Machine Learning Sentiment Analysis Data Entry 81

Fonolo

DECEMBER 13, 2022

Call center leaders have their work cut out for them. From training new recruits to briefing executives and monitoring customer satisfaction levels, the days move fast. Sometimes, it’s hard to find the time to map out call center development goals. . You need an action plan for call center development.

Net Promoter Score 135

Net Promoter Score Customer Satisfaction Contact Center Start-ups 135

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them.

Contact Center 91

Contact Center Customer Satisfaction Sentiment Analysis Artificial Intelligence 91

Fonolo

SEPTEMBER 1, 2022

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend. Why is Call Center Employee Retention Important? Don’t worry!

Contact Center 137

Contact Center Customer Feedback Start-ups Customer Satisfaction 137

Hodusoft

SEPTEMBER 6, 2023

What’s the Role of Lead Generation in an Outbound Call Center? Outbound call centers come in many shapes and sizes. It’s not uncommon to find different types of outbound call centers performing different activities. In the outbound call center context, there are five types of leads: 1. What Is Outbound Lead Generation?

Customer Retention 96

Customer Retention Sales Contact Center Artificial Intelligence 96

Fonolo

AUGUST 3, 2021

You know that customer service is the backbone of your organization. Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). What is a call center report?

Contact Center 142

Contact Center Net Promoter Score Start-ups Customer Satisfaction 142

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. Real-time agent assist helps agents understand customers’ emotions. All software should: Deploy quickly and scale easily.

Contact Center 67

Contact Center Machine Learning Sentiment Analysis Data Entry 67

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. 1 Develop Your Contact Center Managerial Skills .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Zendesk

JANUARY 25, 2024

What is an AI call center? An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. AI in call centers enhances customer satisfaction by helping teams offer faster support.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. 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? Customers want to feel seen. Let’s start with some definitions.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Here are 7 tips for call centers to improve customer experiences: 1.

Customer Experience 157

Customer Experience Omnichannel CRM Contact Center 157

Zendesk

MARCH 20, 2024

What is customer service quality assurance? Customer service quality assurance (QA) is a systematic process of evaluating customer interactions, identifying areas for improvement, and providing effective coaching to enhance the overall customer experience.

Customer Service 52

Customer Service Net Promoter Score AI NPS 52

Hodusoft

NOVEMBER 30, 2023

A Guide to Call Abandonment Rate in Call Centers and Its Significance Are you dealing with high call abandonment rates? Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent?

Customer Satisfaction 59

Customer Satisfaction Technology Technology Actionable Insights 59

Fonolo

JUNE 22, 2021

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. With this in mind, it’s important that your best agents are happy and engaged enough with their work to stay put and make your contact center successful.

Contact Center 151

Contact Center Start-ups Technology Technology 151

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. 66% of respondents had a serious problem with a product or service over the previous year. Don’t make this mistake.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Experience Investigators

OCTOBER 3, 2023

Your customers actively give clues about (or directly tell you!) A lot of customer experience teams focus on collecting surveys. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them. how to improve their experience.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

Hodusoft

MAY 26, 2022

HoduCC – Call Center and Auto Dialer Software Stands out as FrontRunner in the Gartner report. Providing impeccable services through tech-driven software, HoduSoft has become one of the reputed names in the unified communication industry. HoduCC is recognized as the Top Call Center Software and Auto Dialer software.

Business Operations 98

Business Operations Contact Center Actionable Insights Innovation 98

CSAT.AI

FEBRUARY 15, 2023

The customer service industry is constantly evolving and improving, and agile principles are a valuable component. Agile principles are based on the idea that customer service should be flexible and adaptive to changing customer needs. In customer service there are repetitive tasks.

CX 97

CX Contact Center Sentiment Analysis Innovation 97

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. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough.

Artificial Intelligence 156

Artificial Intelligence Contact Center Technology Technology 156

Lumoa

APRIL 4, 2023

A customer engagement strategy is vital to increasing customer loyalty and driving revenue. It will help you build relationships with existing customers. Ultimately, it raises customer satisfaction with your brand. You must plan, think creatively, and understand your customers to build your strategy.

Omnichannel 83

Omnichannel Customer Loyalty Customer Feedback Social Media 83

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. But you’re not quite sure how it’s being received by your customers. You’ve many questions like – Are they happy with your service? What is B2B SaaS feedback software?

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

Intercom, Inc.

JULY 5, 2022

But often when I shared these designs with others to get feedback, we’d get sidetracked by seemingly small interaction design decisions when, in reality, we just had different mental models of how the system should work. They were prefabricated and all the necessary parts to build the house were shipped to customers across the US.

Start-ups 186

Start-ups Construction Manufacturing Retail 186