Zendesk

JANUARY 24, 2024

An employee onboarding process refers to the steps that integrate new employees into an organization. Dealing with high employee turnover rates brings several challenges to a business. One way to reduce employee churn is to implement an employee onboarding process that sets recruits up for success in their new roles.

Compliance 59

Compliance Start-ups Legal Construction 59

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. Still have questions about call center training? What is Call Center Training?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Uniphore

JANUARY 24, 2022

Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. With agent attrition racking up an estimated $91 billion* globally, the true cost of employee disengagement is too high to ignore. Get Your Copy Now. Agent Engagement Matters. Don’t blame the agents.

Healthcare 130

Healthcare AI Technology Technology 130

Hodusoft

FEBRUARY 29, 2024

Of them, almost 60 percent of clients have between one and 150 employees. In this blog post, we have listed the challenges MSPs’ call centers usually face, seven alarming signs that can indicate something is wrong in the call center operations, and six effective solutions. Read on and thank us later. That’s quite shocking.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Execs In The Know

FEBRUARY 29, 2024

Most CX teams today have limited manpower to spare, which is why keeping focused on what matters the most — the needs, preferences, and emotions of your customers and employees can help you avoid potential pitfalls along the way. Consider the employee experience.

CX Transformation 99

CX Transformation CX VOE AI 99

Intercom, Inc.

MAY 13, 2022

The representatives who work in call centers are usually trained to handle a wide array of customer questions and issues, with levels of specialization when needed. The best call center employees are helpful, attentive, empathetic, and knowledgeable about many aspects of the company for which they work. Call recording tools.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Zendesk

DECEMBER 15, 2023

Overall, workforce managers seek to get the most out of employees and processes to ensure businesses can meet and exceed their goals. They make sure that employees are performing efficiently, that everyone is meeting company initiatives, and that the business achieves current and future goals.

Business Administration 52

Business Administration Finance Healthcare Compliance 52

Comm100

APRIL 2, 2024

Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT. Team members should be trained to become product experts, enabling them to answer questions accurately and provide helpful information.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Intercom, Inc.

MAY 13, 2022

A help desk is a centralized department or group within a company – or in some cases an automated tool or software – that answers employee or customer questions, and helps to troubleshoot issues as they come up. . A support helpdesk is used to assist external customers answer inquiries such as help with a product or software setup. .

Customer Service 118

Customer Service Customer Experience 118

Fonolo

AUGUST 5, 2021

Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates. The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available.

Contact Center 159

Contact Center Start-ups Technology Technology 159

Fonolo

OCTOBER 14, 2021

Don’t forget to count the following: Employee wages including vacation pay, over-time, and bonuses. Recruiting, hiring, and training costs. All company technology including hardware, software, and licensing fees. Come up with solutions to improve these metrics and you should see an overall improvement in your cost per contact.

Contact Center 159

Contact Center Customer Satisfaction Start-ups Technology 159

Fonolo

OCTOBER 28, 2021

Combines with the right technical skills and software, your agents can reach new heights of success. Call center agents are expected to develop solutions for every issue they’re met with. Agents should be able to work independently with the customer and confidently arrive at a solution that works for everyone. Flexibility.

Contact Center 157

Contact Center Education Start-ups Customer Service 157

Hodusoft

FEBRUARY 24, 2022

Best IP PBX Call Management Software for Small Business. An IP PBX system combines a traditional PBX (Private Branch Exchange) and IP (Internet Protocol) technology, making it one of the best PBX software for small businesses. All that the employees need is a laptop and good internet connectivity. Understanding IP PBX.

Finance 98

Finance Start-ups Technology Technology 98

DMG Consulting

SEPTEMBER 14, 2021

Workforce Management Software Improves Employee Engagement. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship. This is where workforce management (WFM) software comes in. Jul 12, 2021 Donna Fluss. How New-Gen WFM Works.

Contact Center 98

Contact Center Real Estate Hospitality Hospitality 98

Hodusoft

MARCH 13, 2024

These centers provide cost-effective solutions, allowing financial institutions to focus on core functions while outsourcing non-core activities. Agents undergo comprehensive training to understand the intricacies of the financial sector. Cost-Effective Solutions “Technology makes things faster and more cost-effective.”

Contact Center 52

Contact Center Compliance Social Media AI 52

Fonolo

OCTOBER 12, 2021

Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation. Coworker dynamics are restricting policies are among the leading causes of employee burnout. This is also a great practice for hands-on training !

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

Fonolo

FEBRUARY 29, 2024

This means hiring trained staff, testing your vulnerabilities, and creating and maintaining a robust strategy that meets your needs. Investing in tools that support both employee satisfaction and team productivity – like Fonolo Call-Backs – pays extra dividends in this environment. Agents feel it too.

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

Execs In The Know

MARCH 25, 2022

It requires a transformation in the way leaders plan, direct, and engage employees in their organization. Two key areas are central to a successful WFH Hybrid program: the employee experience and the technology that powers the work. Employee Experience Checklist. Let’s start with the employee experience checklist.

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

Hodusoft

MAY 11, 2022

PBX systems have always been the solution to this emerging challenge. While both have their pros and cons, businesses must evaluate them in light of their requirement to choose the ideal communication solution for their business. Before deciding on the most suitable solution for your business, let’s dive into a comparative study.

CX 98

CX Government Actionable Insights Omnichannel 98

Lumoa

JANUARY 24, 2024

Every employee, from the product designer to the in-store salesperson, all the way to the after-sales customer service rep, has a role to play. Well, thankfully, software from Lumoa simplifies every aspect of customer experience and feedback analysis. Lumoa’s software is also enhanced with cutting-edge technology.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Zendesk

MARCH 20, 2024

Managers can use this information to provide constructive feedback and reviews as well as tailor training programs designed to improve your support team’s customer service skills. Improves the employee experience An efficient quality assurance process can directly contribute to the employee experience (EX).

Customer Service 52

Customer Service Net Promoter Score AI NPS 52

ProProfs

JANUARY 30, 2023

Training expenditure in the US has crossed the $100 billion mark. Considering how expensive training can be, even a few wasted training sessions can be heartbreaking. Businesses must consistently create the right training programs and conduct them impactfully. What Is Employee Training Assessment?

Compliance 52

Compliance Start-ups Customer Relationship Management Retail 52

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Striking a balance between protecting employees from the pandemic and continuity of business is still a major concern for most businesses in 2022. A cloud-based contact center software is an ideal choice for a hybrid workforce. Let’s find out.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Comm100

APRIL 10, 2024

Depending on your niche, AI can do everything from ensuring vehicle safety through predictive maintenance to creating software that automatically adapts to the needs of the user. Furthermore, this level of automation helps employees better serve clients and addresses the key challenges that can impact customer satisfaction. The result?

Customer Service 84

Customer Service Predictive Analytics AI Artificial Intelligence 84

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

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. Software Advice analyzes data of user reviews to present ranking in their reports. . “We

Business Operations 98

Business Operations Contact Center Actionable Insights Innovation 98

SurveySensum

JANUARY 1, 2024

You know engaged employees are 67% more likely to be advocates for their company. This connection between engaged employees and customer satisfaction leads us to something transformative: the Voice of the Customer (VoC). But how to use VoC to motivate employees, and why is it so important for them? Let’s find out!

VOC 52

VOC Social Media Actionable Insights Customer Satisfaction 52

ProProfs

NOVEMBER 18, 2021

Many people often confuse training management software (TMS) with a learning management system (LMS). Employee training programs are as good as the way you manage them. . Training management is a responsibility that unfolds behind the scenes to plan, organize, execute, and give direction to training operations. .

Compliance 52

Compliance Invoicing Non-Profits Legal 52

Zendesk

NOVEMBER 2, 2023

Workforce management (WFM) is a set of processes and technologies a business can use to manage employees and resources, optimize productivity, and ensure the organization complies with laws and regulations. What is workforce management? The overarching goal of WFM is to create as much efficiency as possible.

AI 52

AI Technology Technology Start-ups 52

Intercom, Inc.

JANUARY 5, 2022

If I’m about to do business with your company and your software is going to access my customers’ data, it’s my responsibility to ensure you have the proper controls in place to protect it. Evernote’s CTO on Your Biggest Security Worries From 3 to 300 Employees. If you sell software today, there’s a 99.9%

Compliance 211

Compliance Engineering Start-ups B2B 211

Fonolo

MARCH 9, 2023

The best call-back software is platform agnostic, works with any call-center system, and allows customers to schedule a call-back at a time they choose, up to 15 days in advance. Empower your staff and offer better training Nothing is more frustrating than being diverted through endless transfers from one call center agent to another.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

ProProfs

MAY 8, 2020

Did you know that over 50 percent of employees across the world work outside their office headquarters for at least 2.5 This is what IWG, a leading provider of modern workspace solutions, found recently in its study. Managing this growing breed of virtual teams training-wise can be challenging but not impossible. days in a week?

Social Media 85

Social Media Government Start-ups Technology 85

Fonolo

MAY 25, 2022

From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Plus, outsourced employees’ hourly rates are generally lower than the average salary of your in-house team. Workforce optimization (WFO) software. Operating a successful contact center is an expensive endeavour.

Technology 87

Technology Technology Contact Center CRM 87

Fonolo

DECEMBER 6, 2022

FACT: Authoritative, hands-off, influential, transactional, and employee-centric are five different types of leadership styles that support call center development in different ways. 2 Audit Your Call Center Software and Tech Tools . Still, your call center software can do a lot more for sales than you think. .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Zendesk

DECEMBER 7, 2023

Good employee experiences are a luxury in times of economic hardship. Adequate pay, work-life balance, and benefits like healthcare go further to create positive employee experiences than perks like office pizza parties or casual Fridays. But good employee experiences result in better business outcomes. Is our work meaningful?

AI 52

AI Healthcare 52

Zendesk

SEPTEMBER 5, 2023

Benefits of omnichannel contact centers Omnichannel processes rely on software that provides specialized tools that enable seamless communication. Once you incorporate the software into your contact center, your customers and employees both stand to benefit from the new system.

Contact Center 52

Contact Center Omnichannel Social Media AI 52

Fonolo

MARCH 8, 2022

Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. When managing your workforce, you must ensure staffing and training levels are adequate to keep your contact center operational. The right software is key. The benefits?

Contact Center 75

Contact Center Actionable Insights Customer Loyalty Customer Service 75