Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Call center agents of all kinds have a difficult task. The Real Call Center Confession.

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

Ameyo Callversations

JUNE 28, 2022

They need your team to offer required support on time and via the channel they prefer. This is one reason behind the tremendous growth of the customer support industry worldwide. This is where switching to a hosted contact center can make a significant difference. Is a Hosted Contact Center and Call Center the Same Thing?

Contact Center 52

Contact Center Omnichannel AI Sales 52

TeamSupport

MAY 21, 2020

We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). Visual Support. Support Operations. Self-service.

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B2B Education Sales Technology 59

TeamSupport

AUGUST 17, 2020

There are two types of viewpoints when it comes to B2B (business-to-business) customer support. The first approaches B2B customer support as a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have.

B2B 59

B2B Customer Relationship Touchpoint Education 59

Helpt

OCTOBER 27, 2022

Ask these questions when considering a call center or tech support service: Will my calls be answered live? Do you support multi-channel communication? Do you provide ongoing support and follow-up? Can you use our existing support tools and systems? How technical are your agents? Are your agents based in the US?

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Customer Service Life

JUNE 29, 2018

For us in the contact center world, we know it’s expensive to run a full time phone support contact center. It’s even more expensive when that contact center is 24/7. Phone support is a channel we’ve all known over the years and grown to hate. So instantly, you’d think we have phone support.

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Contact Center Social Media Omnichannel Customer Service 67

Taylor Reach Group

NOVEMBER 11, 2019

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. This process identified the centers’ maturity, and allowed for the charting of improvement initiatives to prove the results.

Contact Center 58

Contact Center Pharmaceutical NPS Technology 58

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee. Chris Laan. Adrian Travis.

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Contact Center Artificial Intelligence Finance Engineering 345

Help Scout

AUGUST 22, 2023

Read the full article

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Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. To help you in doing so, we’ve highlighted the major concerns typically encountered by call centers below. Holding onto valuable talent at your call center can be a daunting task.

Artificial Intelligence 287

Artificial Intelligence Innovation Social Media AI 287

Help Scout

MARCH 24, 2019

At first glance, the concept of “human-centered customer support” might appear somewhat redundant. Of course people are at the center of customer support. People are buying products; other people are supporting them. Clearly not every company that offers customer support centers humans in their delivery of it.

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Retail Customer Service Customer Experience 40

Inside Customer Service

MARCH 2, 2023

Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. That spells trouble for contact centers. Burnout study overview A total of 951 contact center agents participated between January and February 2023.

Contact Center 212

Contact Center Start-ups Customer Service 212

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Hodusoft

APRIL 23, 2019

It was a great leap forward when call centers migrated from PSTN to VoIP. The next big leap can be said to be video chat for call centers as a way to delivering a better user experience. If contact centers have not yet made the transition to incorporating video chat in their operations, it is time they did.

Contact Center 40

Contact Center Customer Satisfaction Omnichannel Invoicing 40

Help Scout

AUGUST 22, 2023

Learn how Ashesi University centralized emails across all departments, launched a knowledge base, and scaled service with automations at an award-winning university. Read the full article

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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

Intercom, Inc.

JULY 6, 2022

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. Head over to our help center for a demo video and to learn more about what’s new. Improve your support experience with Custom Actions and Custom Objects in bots.

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Start-ups Customer Retention 210

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. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions.

Data Entry 155

Data Entry Contact Center Education Social Media 155

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

SEPTEMBER 19, 2018

For those of us invested in improving our customer support offerings, we must acknowledge social media as a remarkable space in which to play. Using social media as a form of customer support will remind you of some important overarching customer service themes: Be Timely.

Social Media 237

Social Media Contact Center Non-Profits Education 237

Customer Think

MARCH 12, 2023

Jobs in every sector have seen some attrition recently, and this has placed an enormous strain on workers in every sector, including those working in call centers. In these challenging times, call center agents are managing very real worries of their own while dealing with stressed out consumers.

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Intercom, Inc.

MAY 13, 2022

In every business and industry, customers will have questions or need support before, during, and after a sale. 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.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Customer Think

FEBRUARY 4, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing […]

Contact Center 59

Contact Center 59

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? In the e-commerce sector, customer service can be defined as support or assistance that customers need when they shop from an online store.

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E-commerce Contact Center Social Media Gaming 52

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? What’s inside? What’s inside?

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Contact Center Artificial Intelligence AI CX 87

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. Understand Customer Behavior.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Execs In The Know

APRIL 9, 2024

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center performance. Why Agent Retention Matters The challenge of retaining top talent in a contact center environment is no small feat.

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Contact Center AI Technology Technology 52

Hodusoft

APRIL 1, 2024

As businesses continue to prioritize customer-centric strategies, having reliable call center software like HoduCC becomes indispensable. Understanding GetApp’s Category Leaders GetApp’s Category Leaders represent the cream of the crop in various software categories, including call center software.

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Contact Center Social Media Innovation Customer Satisfaction 52

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . As data centers scale up to provide accessible and more affordable computing power, they also usher in a range of new capabilities. Improved contact center operations . How to Buy Contact Center Software. IVR can: .

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Artificial Intelligence Contact Center Sentiment Analysis AI 138

Fonolo

NOVEMBER 15, 2022

They’re a staple of almost every workplace, and call centers are no exception. The Executive Guide to Improving 6 Contact Center Metrics. In short, well-supported agents will lead to happier, more satisfied callers. Call Center Managers: How to Conduct a Performance Review. Ah, performance reviews. DID YOU KNOW?

Outlook 127

Outlook Contact Center Touchpoint Technology 127

Customer Service Life

OCTOBER 28, 2023

Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. Most people working in the contact center industry call this First Contact Resolution or Next Issue Avoidance. Empower, empower, empower – This is quite possibly my favorite word in customer support.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

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

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0 percent of respondents, respectively.

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AI Contact Center ML Artificial Intelligence 48

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

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level. Read on and thank us later.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

CSAT.AI

JANUARY 25, 2023

But does this debate apply to the contact center work from home model? WFH and Hybrid Future in Contact Centers Contact Center Pipeline (with the Work from Home Alliance) surveyed contact center leaders from various industries in 2022 about hybrid and WFH models. Only 7% seek to have supervisors in-office full time.

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Contact Center Sentiment Analysis AI CX 96

Fonolo

AUGUST 19, 2021

And, those stats are even higher for customer support representatives, including call center agents. An overwhelming majority of call center agents (74%) are at risk for burnout. Maybe that’s why call center agent turnover rates are over double than those of other occupations. What are the signs of call center burnout?

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Contact Center Customer Satisfaction Technology Technology 148