Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. The Ultimate Playbook for Contact Center Automation Download Now 3. Solution delivery should be agile Stay nimble and set yourself up to adapt quickly when changes occur. A faster ROI.

Contact Center 147

Contact Center Start-ups Gaming CX 147

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. Ultimately, understanding customer needs and preferences is pivotal.

Contact Center 69

Contact Center AI Technology Technology 69

Intercom, Inc.

JULY 6, 2022

This two-way SMS solution means customers can ask questions and give feedback in the most convenient way, at the most convenient time. Discover what you can do with 2-way SMS, including sending promotional messages, re-engaging your customers, and much more over at our help center. The fastest, most powerful Inbox designed for scale.

Start-ups 210

Start-ups Customer Retention 210

Hodusoft

NOVEMBER 29, 2023

HoduSoft Shines Bright with Omnichannel Excellence Award at NXTGEN BPO CONFEX 2023 HoduSoft has been awarded the prestigious “ Omnichannel Excellence in Contact Center Solutions ” award at the NXTGEN BPO CONFEX & AWARDS 2023 in recognition of its outstanding service in the field of contact center solutions.

Omnichannel 52

Omnichannel Contact Center Social Media Innovation 52

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Compliance Social Media AI 52

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Read All the Contact Center Trends Here: Contact Center Trends 2021.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

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

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. Focus on First Contact Resolution.

Contact Center 156

Contact Center Start-ups Technology Technology 156

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

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?

Contact Center 98

Contact Center Finance Omnichannel Customer Relationship Management 98

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

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? Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option. Let’s get started.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Fonolo

OCTOBER 14, 2021

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. The Executive Guide to Improving 6 Call Center Metrics. What is cost per contact? It’s safe to say that a low cost per contact indicates call center efficiency and generally predicts success.

Contact Center 159

Contact Center Customer Satisfaction Start-ups Technology 159

Fonolo

MAY 20, 2021

Here, we’ll look at how to best handle escalations in a contact or call center to ensure your customer feels satisfied, and to learn more about how you can improve your company’s operations. The Contact Center Playbook for Improving Customer Satisfaction. What is an escalation in a contact center?

Contact Center 148

Contact Center Customer Satisfaction Customer Service Technology 148

Fonolo

JULY 29, 2021

Call center employees wear many hats! While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success. How to Foster Agent Engagement in a Hybrid Contact Center. Communication skills.

Contact Center 174

Contact Center Customer Satisfaction Start-ups Technology 174

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. But stressful industries like contact centers stand out. Why Does Call Center Retention Matter? The numbers are sobering.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Execs In The Know

FEBRUARY 29, 2024

Navigating Uncertainty with Human-Centered Design In a world where change is relentless and technology investments often outpace organizational readiness, uncertainty in our space looms large. That’s where human-centered design comes in. Contact center agents are tasked with learning seven tools, on average, to do their job well.

CX Transformation 99

CX Transformation CX VOE AI 99

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. The State of the Contact Center in 2020. Happier customers.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Customer Think

APRIL 11, 2023

Decades-high inflation and concerns of a recession have business leaders looking for ways to pursue cost-efficient growth in 2023. AI-driven automation can be a solution. Specifically, utilizing AI automation platforms in contact centers can drive down costs and improve customer experiences.

Contact Center 98

Contact Center AI Customer Experience Technology 98

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. Improves first contact resolution Intelligent call routing revolutionizes first contact resolution by ditching the one-size-fits-all approach.

Customer Satisfaction 52

Customer Satisfaction Healthcare AI Contact Center 52

Fonolo

AUGUST 31, 2021

Some companies have long contact pages, with hundred phone numbers linking to every department or important person. A call routing system is the industry standard solution to this. To customers, this is known as your run-of-the-mill call center phone menu. The Contact Center Guide to Managing Spikes in Call Volume.

Contact Center 152

Contact Center Customer Satisfaction Sales 152

Shep Hyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience Management 129

Customer Experience Management Contact Center Customer Experience Engineering 129

Fonolo

MARCH 30, 2021

Call center agents often experience high abandonment rates. TIP: Most contact center software will generate a Call Detail Record (CDR). With social media and mobile apps at their peak popularity, contact centers would do well to invest in an omni-channel strategy. Adopt a call-back solution.

Contact Center 147

Contact Center Social Media Customer Satisfaction Start-ups 147

Fonolo

JUNE 13, 2023

Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. What can a call center manager do? Luckily, when you replace hold time with a call-back, your customer satisfaction ratings go up while improving your operational efficiencies.

Contact Center 104

Contact Center Social Media Start-ups Customer Satisfaction 104

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028. from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Fonolo

DECEMBER 1, 2022

Call center managers know that choosing effective software is key to success. With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . How to Buy Contact Center Software.

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results.

Contact Center 62

Contact Center Predictive Analytics Artificial Intelligence CRM 62

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Fonolo

APRIL 18, 2023

Is your contact center staying on top of advancements in AI and automation ? Automation Strategies to Future-Proof Your Contact Center You can lock-in easy wins by deciding to strategically deploy automation and AI in your contact center. It helps you streamline your operations and maximize efficiency.

Contact Center 81

Contact Center Machine Learning Sentiment Analysis Data Entry 81

Fonolo

JANUARY 21, 2021

Ready to level up your call center team this year? With some hard work and a little luck, your team will be reaching new heights of operational efficiency ! TIP: Common KPIs for contact center agents can include Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction score (CSat). Set your KPIs.

Construction 176

Construction Contact Center Start-ups Customer Satisfaction 176

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Hodusoft

JANUARY 11, 2022

Fortunately, things are a little easier in a contact center, since only a few of the software can boost productivity and maximize revenue. This metric is particularly important when outbound contact centers are also concerned with sales and conversions and not just customer service. What is an autodialer? Call Monitoring.

Contact Center 119

Contact Center Compliance Sales Technology 119

Fonolo

OCTOBER 5, 2021

The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). How to Develop a Customer Service Strategy for Your Contact Center. Keep tabs on your NPS.

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

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. between 2021 and 2026. This also helps to build trust with your customers and colleagues.

Social Media 100

Social Media Customer Satisfaction Artificial Intelligence CRM 100