Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services.

Contact Center 52

Contact Center Finance Social Media Artificial Intelligence 52

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. billion by 2030. What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Uniphore

DECEMBER 20, 2021

Target the root cause of turnover in outsourced service centers with technology that empowers. With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent. The post Reducing Attrition in BPO Customer Service appeared first on Uniphore.

Customer Service 130

Customer Service Contact Center AI Technology 130

Uniphore

JULY 23, 2021

But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. Check it out!

Contact Center 246

Contact Center Social Media CX Customer Experience 246

Fonolo

OCTOBER 20, 2022

With so many interconnected touchpoints, remote agents, and constantly changing goal posts, it’s hard to know where to begin. And employing the right solutions WILL keep your customers and your business safe. Your customers expect you to keep their data safe too. Remote Workers. Account Take Overs.

Contact Center 146

Contact Center Start-ups Technology Technology 146

Intercom, Inc.

JULY 2, 2020

If you can maximize your team’s productivity, you can help more customers at lower costs. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . In her own words , “When you take care of your customers, the revenue comes.”

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Hodusoft

FEBRUARY 16, 2024

IP PBX Software- Optimizing ITSP Call Management for Superior Customer Experiences In today’s swiftly evolving era of the Information Technology Service Provider (ITSP) industry, it has become a necessity to ensure efficient management of call routing to deliver excellent customer experiences.

Customer Experience 52

Customer Experience Sentiment Analysis Artificial Intelligence Technology 52

UJET

JULY 21, 2020

Every agent on your team can use feedback to improve, increase efficiency, and learn how to move into specialized customer service roles. Especially when they are remote agents? Supervisors should have regular one-on-ones with remote agents. Maybe remote agents are scoring a low CSAT because of a complex issue.

Customer Satisfaction 120

Customer Satisfaction Customer Feedback Customer Service 120

Uniphore

JANUARY 26, 2022

First Name Last Name Email Address Company Name Phone Job Title By submitting your email, you agree that Uniphore may send you industry insights, service updates, and other marketing communications. And with more financial institutions offering remote service options, competition is fierce. You can unsubscribe anytime.

AI 130

AI Finance CX Technology 130

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly. Unified Platform.

Contact Center 106

Contact Center NPS Customer Retention Technology 106

Fonolo

AUGUST 5, 2021

Now that a large percentage of customer service agents are working remotely, it’s never been more important to ensure you have a solid training system in place. What are some common challenges that come with training remote agents? Communication is the main sore spot when it comes to implementing remote training.

Contact Center 159

Contact Center Start-ups Technology Technology 159

Fonolo

JANUARY 19, 2023

Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. Studies by Toister Performance Solutions show that a whopping 74% of agents are at risk of burnout.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Ameyo Callversations

JULY 22, 2021

Until a few years ago, several companies and BPOs treated their contact center division as an entity that managed superior customer service and nothing more or less. According to Microsoft’s State of global customer service report , more than half (58%) of customers choose a brand based on their customer service.

Contact Center 98

Contact Center Social Media Artificial Intelligence Omnichannel 98

Hodusoft

AUGUST 4, 2021

For most of us, the pandemic has been a period of remote work, with in-between visits to the place of work. Majority of the call and contact center organizations in the past have focused on on-site workforce technologies, overlooking remote service as sizable workers reported to the office every day. Cloud-based deployment.

Technology 98

Technology Technology Contact Center CRM 98

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly. Unified Platform.

Contact Center 96

Contact Center NPS Customer Retention Technology 96

Customer Think

MAY 12, 2023

The Covid-19 crisis led to a surge in call volumes and a decline in customer service agents, with incoming calls skyrocketing nearly 300% during the initial months. This prompted businesses to transition 90% of contact centers to remote and hybrid models, while seeking innovative solutions to deliver personalized […]

Contact Center 78

Contact Center Customer Service AI Innovation 78

Fonolo

OCTOBER 7, 2021

That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience. Retail customers have more options than ever to purchase a product — often even the same product! Cyber Monday.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

Fonolo

NOVEMBER 19, 2020

Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity. Call-backs allow your contact center to defer customer calls to a later time, easing the burden off your agents.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Fonolo

AUGUST 26, 2021

Call centers provide a vital service to customers worldwide. An overwhelming majority (76%) of customers prefer phone communication with customer service representatives, as it often provides an immediate solution compared with live chat, email, and social media channels. Remote call center environments.

Real Estate 142

Real Estate Social Media Gaming Contact Center 142

Hodusoft

MAY 11, 2022

The business communication demands are evolving as most companies are shifting towards remote and hybrid work models. PBX systems have always been the solution to this emerging challenge. Before deciding on the most suitable solution for your business, let’s dive into a comparative study. Limited control over the service.

CX 98

CX Government Actionable Insights Omnichannel 98

Fonolo

APRIL 27, 2021

Call center managers and agents know that a high volume of inbound customer calls can make or break a business day. Add remote call center teams. Having a backup remote team when disaster strikes, or at least when unpredictable call volumes rear their heads, brings peace of mind to agents. What is Call Overflow Handling?

Contact Center 128

Contact Center Omnichannel AI Technology 128

Fonolo

NOVEMBER 4, 2021

While this sparked big challenges for contact centers suddenly faced with overwhelming call volumes , it did have an unexpected silver lining around remote work. Additionally, 54% would like to continue to work remotely when the pandemic is over. Remote work is the reality for many industries, including call centers.

Technology 87

Technology Technology Contact Center Artificial Intelligence 87

Hodusoft

FEBRUARY 16, 2022

A Gartner survey suggests 30% of organizations will shift their on-premise contact center operations to remote by 2024. The same report suggests a 60% increase in customer service agents working from home. However, hybrid work comes with an added layer of complexity as the workforce is both remote and on-site.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Hodusoft

MAY 24, 2023

Even though the technology has been around since the 1990s, many call centers and contact centers have started using it not only to authenticate their customers and protect their data but also to improve several call center metrics. As per another study, voice biometrics can cut customer authentication time by more than 90 percent.

Contact Center 52

Contact Center AI Artificial Intelligence Social Media 52

CommBox

AUGUST 4, 2021

The financial industry is experiencing unprecedented changes and faces new challenges in recent years, mainly in areas of customer communication and digital transformation. Technology and Customers in the Financial Industry. Customer habits are also changing. Top 5 Customer Communication Challenges in the Financial Industry .

Artificial Intelligence 98

Artificial Intelligence Omnichannel Finance AI 98

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. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction.

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152

DMG Consulting

JANUARY 29, 2021

Question: What are the mobility capabilities of WFM solutions? And, mobile solutions enable on-site employees to complete self-service activities, view personal, team, and site performance results, and more, when they are not in the contact center. OT/VTO), from their smartphone or tablet.

Contact Center 101

Contact Center Customer Experience 101

Hodusoft

MARCH 29, 2022

The HoduSoft team was enlivened to participate in the event and meet customers personally gathering feedback on our UC products driving them towards further improvement. “We We are elated knowing the impact of our UC products from our customers. Revolutionizing Business Landscape through Visionary UC Products.

Contact Center 98

Contact Center Artificial Intelligence Innovation Actionable Insights 98

Hodusoft

DECEMBER 30, 2021

The multi-tenant IP PBX software (Internet Protocol Private Branch Exchange) is a complete communication and collaboration solution for small, mid-size, and large-scale businesses, providing integrated internet-based telephony. There are many companies around the world using IP PBX solutions. What is Multi-tenant IP PBX Software? .

Omnichannel 119

Omnichannel Technology Technology Gaming 119

Fonolo

DECEMBER 8, 2020

The rapid move to remote work how unprepared contact centers were for the future — even though they should have been. The long lines and endless hold times showed contact center managers that they needed to find better, more efficient ways to deliver customer support — fully opened executives’ eyes to finding a solution.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. Here are five tips to manage your remote customer support agents. Most remote agents enjoy a portable workstation.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

Hodusoft

SEPTEMBER 27, 2023

HoduSoft Honored with Omnichannel Contact Centre Excellence Award In today’s technologically advanced world of customer service and contact center solutions, companies that emphasize innovation and excellence are gaining a lot of success. Businesses that deliver excellent customer service can save and generate a lot of money.

Omnichannel 52

Omnichannel Contact Center Innovation CRM 52

Hodusoft

APRIL 24, 2024

A Comprehensive Guide on ISDN Even if you aren’t that well-versed with telecommunication lexicon, you still might have come across a term—ISDN, which is the abbreviation for Integrated Services Digital Network. ISDN-E leverages Ethernet technology to deliver ISDN services over high-speed internet connections. Read on to know more.

Start-ups 52

Start-ups Technology Technology Gaming 52

CommBox

MAY 18, 2021

In addition, it has given rise to a sought-after business solution, Unified Communications as a Service (UCaaS). This platform provided as a cloud-based software is known as UCaaS (Unified Communications as a Service). These also include artificial intelligence and remote work. . What are Unified Communications?

Artificial Intelligence 98

Artificial Intelligence Social Media Technology Technology 98

CommBox

JANUARY 26, 2022

You likely won’t be shocked to hear that a lot of us are working remotely right now. In 2022, it is estimated that about 26% of all employees will be full-time remote workers, according to research from Upwork. However, one area that’s undoubtedly still a challenge – for both businesses and employees – is remote collaboration.

Omnichannel 98

Omnichannel Social Media Start-ups Sales 98

Execs In The Know

MARCH 4, 2022

Much of the news about worker shortages has focused on food service and consumer goods, but the labor squeeze is also hurting the customer service function across all major industries. Call center agents are frontline soldiers in any customer service delivery operation. Challenging Conditions. Taking Work Home.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

Hodusoft

FEBRUARY 9, 2022

The industry is looking forward to a new year full of personalized solutions, advanced contact center technology, and conversational AI. Today, the age group of customers is diversified and people across age groups are active on various communication channels such as emails, calls, messaging, chat, and so on. Let’s find out!

Contact Center 98

Contact Center Technology Technology Social Media 98