Fonolo

JANUARY 14, 2021

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction.

Contact Center 150

Contact Center Start-ups Sales Customer Satisfaction 150

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win. Learn more about Shaun here and here.

Contact Center 121

Contact Center AI Technology Technology 121

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have.

Contact Center 129

Contact Center Construction Customer Satisfaction Start-ups 129

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Fonolo

DECEMBER 5, 2019

As we head into 2020, data is becoming more crucial for successfully running a call center than ever. In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center. Metric #1: Customer Satisfation.

Contact Center 125

Contact Center Customer Satisfaction AI Customer Survey 125

Fonolo

OCTOBER 15, 2020

Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. #CX Here are seven things your customers want your contact center to know: They want easy solutions. That’s why creating reducing friction in your customer experience is so important. Not likely!

Contact Center 144

Contact Center Omnichannel Business Growth Technology 144

Fonolo

DECEMBER 17, 2019

In fact, more than 80% of customers now say the experience a company provides is as important as its products. It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. Contact Center Trend #1: Texting is Back (With Bells On).

Contact Center 76

Contact Center Social Media Omnichannel AI 76

Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. When it comes to customer service and experience content, Shep is the Godfather. . We specifically like his wrap-up of customer service blog posts that he curates from a variety of resources and publishes weekly. Peter Lavers @ ThinkCX .

Customer Service 136

Customer Service Contact Center Social Media CX 136

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Technology Social Media 98

Callminer

JANUARY 18, 2021

Watch for these skills when recruiting and hiring for your call center.” ” – Allie Decker, How to Run a Call Center in 2020 , HubSpot; Twitter: @HubSpot. ” – Allen Pettis, Propelled by COVID-19, How We Reimagined Our Call Center Operations , GlobalPayments; Twitter: @GlobalPayInc.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

CSAT.AI

AUGUST 12, 2021

Customers cheer when they feel that they matter. Treat your customers like valuable members of your team! Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. Redesigning a faulty part or sourcing a new manufacturer eliminates a problem permanently for the customer and the company.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. How to leverage Net Promoter Score in your call center.

Net Promoter Score 142

Net Promoter Score Contact Center NPS Customer Satisfaction 142

Win the Customer

FEBRUARY 17, 2018

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 billion by 2020, Markets and Markets projects. percent, on track to increase from $5.43 billion in 2016 to $15.67

Contact Center 93

Contact Center Omnichannel Retail Customer Service 93

Fonolo

OCTOBER 29, 2020

The 2020 holiday shopping season will look very different from others in recent memory, thanks to COVID-19. To stay ahead of the curve, retailers will need to stay alert to changing trends in their customers’ behaviour — but most importantly, they must prepare to support them when they run into challenges. Think you’re ready?

Retail 96

Retail E-commerce Contact Center Gaming 96

Fonolo

JANUARY 18, 2022

Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027!

Contact Center 81

Contact Center Omnichannel Technology Technology 81

Ameyo Callversations

AUGUST 26, 2021

Contact centers make the spine of your customer experience. Any piece that you miss in the contact center eventually disturbs the experience for the customer. Over the last few years, AI and digital transformation have evolved some new trends, and contact centers fall under that transitioning verticals.

Contact Center 98

Contact Center Sentiment Analysis AI Finance 98

Fonolo

NOVEMBER 11, 2021

Agent engagement has always been a critical ingredient for customer satisfaction. Without it, efficiency, productivity, and customer satisfaction are almost guaranteed to fall. Contact centers have been learning this the hard way over the last decade. READ THE FULL GUIDE: Contact Center Trends 2022.

Contact Center 87

Contact Center Customer Satisfaction Sales Touchpoint 87

Customer Service Life

JANUARY 7, 2021

This article was originally published on CustomerThink on November 10, 2020, and is being reposted with the permission of the editor. They boast a number of benefits for contact centers handling text-based support channels like email, chat, SMS, social media, and more, including: Improved speed and accuracy when interacting with customers.

Contact Center 95

Contact Center Social Media Start-ups Customer Satisfaction 95

Execs In The Know

AUGUST 10, 2021

While the labor shortage has affected every industry, one role that has fared relatively well during the labor shortage is that of the work-from-home (WFH) customer service agent. WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. Messaging Surpasses Voice.

Contact Center 78

Contact Center Machine Learning AI Actionable Insights 78

Fonolo

MARCH 19, 2020

“We actually are switching some of our sales team to customer support in the coming weeks just to support the volume of tickets,” CEO Avi Meir told TechCrunch. We’re very proud that our metrics are not declining — meaning specifically service level; how fast we solve cases; our ‘C-Sats’, customer satisfaction.

Contact Center 91

Contact Center Start-ups Technology Technology 91

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Top Contact Center Trends 2021. The 4 Most Important Call Center Agent Performance Metrics.

Net Promoter Score 148

Net Promoter Score Contact Center NPS Customer Satisfaction 148

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Fonolo

MARCH 6, 2020

The ones that develop social media departments undoubtedly grow revenue and can save money on other outdated systems and the use of call centers. It also helps to improve customer satisfaction levels. Handpicked related for you: The Golden Rules of Contact Center SLAs. Making your contact center omnichannel ready.

Social Media 122

Social Media Customer Service Contact Center Start-ups 122

Fonolo

OCTOBER 8, 2020

We compiled a list of the businesses with the most #OnHoldWith complaints via Twitter from March to August 2020. . #10. Sure wish customer service would be helpful pic.twitter.com/6qGomGoLkg. Salty McSalty (@Besitos_Anna) May 18, 2020. When your customer service is unhelpful, you know you have a problem. . Travelocity.

Social Media 141

Social Media Invoicing Contact Center Customer Service 141

Taylor Reach Group

JUNE 11, 2018

Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. Below, you will find Call Center Statistics related to the various Contact Center channels. of the vote.

Contact Center 50

Contact Center Social Media E-commerce VOC 50

Uniphore

DECEMBER 17, 2021

Yet, many payers are still struggling to eliminate the friction in patient/member journeys, improve consumer satisfaction and loyalty, and driver greater efficiency. Scoring an “Ok” Satisfaction Rating Isn’t Enough. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

CSAT.AI

APRIL 14, 2021

Instead, gain ground managing hybrid contact centers. As the PriceWaterhouse survey from November and December 2020 indicates, those with fewer years on the job, want to be in the office more with less remote days. CX Pro Managing a Hybrid Contact Center Remotely. It’s no longer rare to work from home.

Contact Center 52

Contact Center CX Customer Service NPS 52

Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. What Are Virtual Call Centers and Contact Centers?

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Ameyo Callversations

JUNE 21, 2022

Back in 2020, due to the pandemic, many business owners switched to operating remotely. As businesses these days are considering remote work in their long-term plans, it is imperative to consider contact center solutions as communication from home and office is seamless. What is a Cloud Contact Center?

Contact Center 52

Contact Center CX Customer Satisfaction Touchpoint 52

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them.

Contact Center 91

Contact Center Customer Satisfaction Sentiment Analysis Artificial Intelligence 91

Ameyo Callversations

AUGUST 1, 2022

Irrespective of the business category, the competition in the markets has mostly increased, making businesses give significant importance to customer interactions for both sales and support. . Using CTI integration with your call center software, you can enable the agents to manage phone calls from their computers.

Contact Center 52

Contact Center Customer Satisfaction CRM Technology 52

Fonolo

NOVEMBER 2, 2021

Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. How Your Brand Voice Can Improve Customer Engagement.

Net Promoter Score 95

Net Promoter Score Customer Service Contact Center E-commerce 95

Hodusoft

JUNE 17, 2021

There is nothing more rewarding than knowing that you are truly serving your customers well. HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. billion USD in 2020.

Contact Center 98

Contact Center Gambling Text Analytics Government 98

Fonolo

JUNE 15, 2021

Plus, every time an employee leaves, they risk lowering their call center’s morale, threatening the engagement of the staff who are left behind. How to Foster Agent Engagement in a Hybrid Contact Center. Luckily, taking steps to monitor and improve call center agent engagement is fairly easy.

Contact Center 115

Contact Center Sales Customer Retention Customer Satisfaction 115

CSAT.AI

JANUARY 8, 2020

Privacy compliance in contact centers poses unique challenges. The CCPA was voted in on June 29, 2018, went into effect January 1, 2020 and the date of enforcement is July 1, 2020. Contact Centers, Privacy and Compliance. 2020 is expected to be filled with more state laws and changes.

Compliance 52

Compliance Contact Center Legal Sentiment Analysis 52