Fonolo

SEPTEMBER 8, 2022

No great call center achieves success without implementing dozens of processes—especially when it comes to call center quality monitoring. Why does it matter? After all, what is a contact center without happy customers? What is Call Center Quality Monitoring?

Contact Center 87

Contact Center Scorecard Social Media Technology 87

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. How Can WFM Help my Contact Center?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Inside Customer Service

MARCH 31, 2022

This definition illustrates why executives are eager to end training quickly. It doesn’t matter how much (or how little) content you cover in training. What matters most is performance. More on why that matters in a moment.) That's costly. When should new hire training end? That's fairly easy in some businesses.

Customer Service 163

Customer Service Contact Center 163

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

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Fonolo

APRIL 7, 2022

“This call may be monitored for call center quality assurance.”. Anyone who’s ever called a contact center would recognize this familiar line —and for good reason. Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores.

Contact Center 67

Contact Center Customer Satisfaction Omnichannel Start-ups 67

CSAT.AI

DECEMBER 16, 2021

Offshoring contact center operations is not a new concept. Why Are Companies Offshoring. The costs of setting up and/or scaling contact centers are high from training, to equipment, to wages. Amazon created two call centers in the Philippines in 2019. Billion by 2025. However, it is not without problems.

Contact Center 109

Contact Center Entertainment Legal Retail 109

Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. Clearly, this is not a recipe for customer success and is a contributing factor to why it is so difficult to deliver superior service in an outsourced environment. A better approach is to look at the quality process as two sides of the coin.

Contact Center 98

Contact Center Compliance NPS VOC 98

Ameyo Callversations

JULY 4, 2022

These days the main focus of Contact Centers is to ensure that every customer call should end on a positive note without spending unnecessarily. Therefore, Answering promptly and solving issues efficiently is an important standard of a contact center. Significance of Key Operational Excellence in Cloud Contact Center.

Contact Center 52

Contact Center Scorecard Innovation Customer Satisfaction 52

Ameyo Callversations

JANUARY 3, 2022

Why Do Customer Engagement Matters? The reason is clear, it highlights the entire reason and answers why marketers market: to build and foster a healthy relationship with customers that will ensure customers prioritize you over the competitors, refer you to their family, friends, and colleagues and, keep coming back to you.

Contact Center 98

Contact Center Social Media Omnichannel Non-Profits 98

Customer Service Life

JANUARY 18, 2019

Creating a quality form for your customer service team can be a scary task. What questions matter most? But before we address them, let’s back up a bit and first discuss the “why” of quality assurance and talk about why this shouldn’t be a scary task at all. Questions abound. How many items should it hold?

Customer Service 80

Customer Service Contact Center Legal Customer Satisfaction 80

Hodusoft

AUGUST 27, 2020

So, why not call centers or contact centers? HoduCC – contact center software has launched a variety of features and functionality that help agents work efficiently and productively. Thus, HoduSoft has integrated WFH features for the contact center and call center software.

Business Operations 52

Business Operations Contact Center Business Management Technology 52

Customer Service Life

JUNE 10, 2019

I have two scenarios for you regarding contact center quality assurance. They arrive at the quality slide and proclaim, “Our average quality last month was 91%.” The other is whether an overall quality score offers any value at all? Simplify your quality scoring method. It’s just a number.

Contact Center 60

Contact Center Scorecard Customer Satisfaction Customer Service 60

Hodusoft

APRIL 17, 2024

No matter however they disliked keeping callers waiting, organizations were helpless. According to one research by Call Center Helper three-quarters (73 percent) of respondents scored their IVRs as a three out of five, indicating an average impression. But the quality of voice messages won’t be good enough!

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

DMG Consulting

NOVEMBER 8, 2017

It’s easy to see why the chat revolution has been long predicted: It’s an effective channel for facilitating communications between two or more parties, and its benefits are numerous. Chat features allow customers or prospects to contact a company without having to engage verbally with anyone.

Customer Service 59

Customer Service Contact Center Innovation Customer Experience 59

Lumoa

JANUARY 19, 2023

Different types of customers will interact with your brand in various ways, they might go back and forth between different touchpoints , and that’s why mapping can be quite the challenge. To ensure customer satisfaction, key members of different departments who have direct contact with customers should be involved.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! That is why I tend to speak about customer first rather than customer centricity these days. But I can assure you it’s worth it; its value is now well proven. Not a lot in many cases.

Innovation 75

Innovation Social Media Start-ups Technology 75

MattsenKumar

JUNE 18, 2021

All the challenges, as mentioned earlier, be it creating a quality customer experience or catering to both millennials & baby boomers with equal effectiveness, can be solved by having an omnichannel customer service strategy. A quality CX is equivalent to eating sugary products leading to a dopamine-releasing, which makes us crave more.

Omnichannel 52

Omnichannel E-commerce Customer Service Social Media 52

Callminer

JULY 15, 2019

We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting: Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Thursday, July 25th Customer Experience.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Comm100

AUGUST 24, 2016

As much as we want to assure the total satisfaction of each and every one of our customers, unfortunately, this is a practical impossibility. This alone shouldn’t be a matter of much concern. The problem might be with the quality of your product/service. Sadly, this happens only very rarely. limited functionality.

Customer Service 56

Customer Service Social Media Start-ups Customer Acquisition 56

Customer Bliss

MAY 3, 2017

It’s one of the main reasons why we continue to see stories of service failures (and the resulting customer outrage that ensues) all over social media. And, to make matters worse, putting unprepared staff on the phone with angry customers is not only expensive, but leads to higher staff turnover. About Matt Dixon.

Customer Service 53

Customer Service Contact Center Social Media Sales 53

Intercom

OCTOBER 4, 2023

Knowing how to find the signal in the data noise is what allows the best support teams to keep providing quality customer service, high customer satisfaction, and a high-performing team. The evolution of traditional support metrics While support metrics as we know them are evolving, they’ll remain essential to your team’s success.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

SugarCRM

JUNE 12, 2020

That’s why it’s absolutely critical that you evaluate the technology you have right now—and find the best solution for your organization. In the same breath, your current vendor should be addressing your issues and if they aren’t, it’s time to ask why. If it’s not, ask why. Is what’s the status of the data within the system?

Technology 26

Technology Technology CRM Innovation 26

Hodusoft

SEPTEMBER 14, 2023

HoduCC's Predictive Dialer Earns Prestigious Gartner Badges In today’s highly competitive contact center software solutions industry, standing out from others can be very challenging. Let’s look at what these badges signify and why they matter. Why Do Gartner Badges Matter?

Contact Center 52

Contact Center Customer Satisfaction Innovation Omnichannel 52

Customer Service Life

SEPTEMBER 7, 2018

They were positioning this not as a customer satisfaction tool, but as a quality tool to allow customers to rate the quality of the service they received. This then led me to ask: Can and should customer feedback ever replace our own internal quality assurance efforts? Here’s why. CSAT can be gamed.

Customer Satisfaction 97

Customer Satisfaction Contact Center Scorecard Customer Feedback 97

Customer Service Life

AUGUST 1, 2022

Thinking back to the early days of my first management role in a small contact center, I can remember one day when a newly-hired customer support agent came over to my cubicle for what had to have been the twentieth time to ask me yet another question. Why does internal customer support matter?

Contact Center 83

Contact Center Engineering Customer Satisfaction Technology 83

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. What brands provide excellent customer service based on your personal experience and why?

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. What brands provide excellent customer service based on your personal experience and why?

Customer Service 182

Customer Service Start-ups Education Gaming 182

Zendesk

MARCH 26, 2021

Need to quickly launch a basic, easy-to-use call center for your distributed team? Or are you looking to upgrade your call center software and customize it to better fulfill your customers’ expectations? Either way, there’s a call center solution (or two) built to meet your unique needs. What to look for in call center software.

CRM 59

CRM Start-ups Social Media Sales 59

Intercom

MAY 19, 2022

With the 2022 Customer Service Quality Benchmark Report , we wanted to look deeper than individual metrics. Here are a few key takeaways: An Internal Quality Score offers a more holistic view of an agent’s strengths and opportunities for growth and helps organizations gain insight into their teams’ work. Short on time?

Customer Service 52

Customer Service Start-ups ML Engineering 52

Comm100

FEBRUARY 10, 2022

Why does personalized customer service matter? Now that you know why personalized customer service matters and how it can make your brand stand apart from the competition, let’s look at the seven best strategies that can translate those benefits into measurable results for your brand.

Customer Service 52

Customer Service Social Media Omnichannel Customer Acquisition 52

Comm100

AUGUST 21, 2018

These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics. Whereas agents can be forgiven for their human speed, the automated nature of chatbots is no excuse for a slip in service quality. Recommended for you: Chatbot Do’s and Don’ts – These Are the Best and Worst Chatbot Practices.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics. Whereas agents can be forgiven for their human speed, the automated nature of chatbots is no excuse for a slip in service quality. Recommended for you: Chatbot Do’s and Don’ts – These Are the Best and Worst Chatbot Practices.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

Comm100

OCTOBER 11, 2017

You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Whether you are starting from scratch or hoping to maximize the quality and effectiveness of your current social media outreach, a jointly-owned social media department is the way to go. Introduction.

Social Media 47

Social Media Customer Service Start-ups Omnichannel 47