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

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! What is Call Center Automation? FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

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

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Empower them to perform at the highest level with employee-first tech.

Contact Center 246

Contact Center Education AI Start-ups 246

Fonolo

FEBRUARY 2, 2023

In the call center world, efficiency is the name of the game. Customers are looking for faster results without sacrificing quality of service. Call center automation software is essential to accomplishing this goal. What is Call Center Automation? Is your business up to the challenge? Read on to find out!

Contact Center 140

Contact Center Sentiment Analysis AI Machine Learning 140

Intercom, Inc.

MAY 13, 2022

Call centers have historically been a popular way to offer that support by employing customer service representatives to assist both inbound and outbound queries from existing and potential customers over the phone. How do call centers work? That’s what’s known as a virtual call center.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Inside Customer Service

DECEMBER 2, 2021

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. Another benefit is knowledge. A great product or service is table stakes for evangelism. An employee brand evangelist is a bit different.

Retail 260

Retail Social Media Finance Sales 260

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. Knowledgeable assistance. Friendly service.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics. Read on to learn more.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

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

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. Human customer service agents and their knowledge, capacity to troubleshoot, and empathetic nature ensure they will always be a necessity when it comes to assisting customers.

Contact Center 151

Contact Center Start-ups Technology Technology 151

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. Invest in the Right Contact Center Software.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. What are cloud-based contact centers? billion by 2025 from USD 11.5

Contact Center 98

Contact Center Finance Omnichannel Customer Relationship Management 98

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

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023.

Contact Center 147

Contact Center Start-ups Education Customer Satisfaction 147

Fonolo

FEBRUARY 21, 2023

The on-going contact center conversion to SIP trunking technology has been an industry success story. And SIP trunking is super-flexible; it makes it easy for contact centers to add advanced features like speech analytics, Web Call-Backs (formerly Visual IVR), and conversation scheduling from third-party vendors. What is SIP Trunking?

Contact Center 142

Contact Center Technology Technology 142

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

Inside Customer Service

MAY 13, 2021

Two contact center leaders recently contacted me about the same issue. Their contact center was getting overwhelmed with volume. Overwhelmed contact center agents were at risk of quitting. I've been there as a contact center manager. Contact center expert, Myra Golden, has some great call control tips that can help.

Contact Center 147

Contact Center Start-ups Entertainment Social Media 147

Callminer

OCTOBER 22, 2019

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house.

Contact Center 203

Contact Center Healthcare AI Sales 203

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

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. The occasional call spike is hardly cause for concern — however, if your call center agents are struggling to manage daily volumes , you risk a lot more than a few abandoned calls. Prioritize Self-Service Solutions.

Contact Center 156

Contact Center Start-ups Technology Technology 156

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. velvetjobs.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

Callminer

NOVEMBER 25, 2019

An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. Fortunately, with a number of useful tools and techniques, team leaders can effect meaningful change based on observable and trackable data.

Sales 182

Sales Contact Center Customer Service Start-ups 182

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. Keep that in mind.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Comm100

MARCH 20, 2024

In the United States, a Pew Research Center study revealed that only 24% of Americans expressed trust in the government to do what is right “just about always” or “most of the time” – a stark decline from the past decades. This in turn helps to build public trust in government, as shown by Global Affairs Canada.

Government 75

Government Social Media Artificial Intelligence Legal 75

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. They are based on collaboration, effective responsiveness and accountability.

CX 97

CX Contact Center Sentiment Analysis Innovation 97

Shep Hyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Cloud-based calling? .

Contact Center 74

Contact Center Omnichannel CRM Customer Service 74

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. Customer service automation isn’t a new deal for businesses.

Customer Service 138

Customer Service Technology Technology AI 138

Zendesk

SEPTEMBER 5, 2023

Whether you’re a business owner, customer service professional, or curious about the latest trends in customer support, join us as we delve into the potential and benefits of omnichannel contact centers. What is an omnichannel contact center?

Contact Center 52

Contact Center Omnichannel Social Media AI 52

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

Hodusoft

MARCH 24, 2022

The Future of customer service is the Omnichannel Contact Center. A service platform is needed to meet these demands that effectively integrates all data sources and channels, so agents can effectively and efficiently manage their customer interactions. So let’s understand what an omnichannel contact center is.

Contact Center 105

Contact Center Omnichannel Customer Service Customer Expectations 105

Hodusoft

MAY 10, 2023

11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. This also helps to build trust with your customers and colleagues. between 2021 and 2026.

Social Media 100

Social Media Customer Satisfaction Artificial Intelligence CRM 100

Fonolo

MAY 4, 2021

Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. The ROI of Call-Backs for Your Call Center. The result?

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152

Aquire

AUGUST 10, 2021

Looking to create a knowledge base and provide 24/7, automated, self-service support for your customers? That’s the main reason you need to create a knowledge base: because a good part of positive customer experience depends on it. Determine knowledge base purpose. What is your knowledge base about?

Engineering 98

Engineering Start-ups CRM Sales 98

Help Scout

APRIL 27, 2021

Though it’s hard to imagine with clothing, the truth is lots of software operates on a one-size-fits-all model. Take customer service software for example: Up until the last few years, there weren’t many options geared toward smaller teams. What is customer service software? What is customer service software?

Customer Service 105

Customer Service Start-ups Omnichannel Social Media 105

Fonolo

DECEMBER 13, 2022

Call center leaders have their work cut out for them. Sometimes, it’s hard to find the time to map out call center development goals. . Here at Fonolo , our call center tech lends itself nicely to business and development planning. You need an action plan for call center development. Growth and scaling opportunities .

Net Promoter Score 135

Net Promoter Score Customer Satisfaction Contact Center Start-ups 135

Zendesk

MARCH 1, 2024

Intelligent call routing (ICR) is a refined telecommunications technology that efficiently directs incoming calls based on various factors, such as the caller’s needs and agent availability. Most customers are all too familiar with the frustration of calling traditional service lines. But it doesn’t have to be that way.

Customer Satisfaction 52

Customer Satisfaction Healthcare AI Contact Center 52