Fonolo

MARCH 6, 2020

These days, the odds are pretty high that a business will have a presence on social media, interacting with customers and promoting their product. If you are just getting started or you haven’t considered how you can use social media to benefit your business, it’s time. Response Times. Be Proactive.

Social Media 122

Social Media Customer Service Contact Center Start-ups 122

PeopleMetrics

JANUARY 31, 2025

But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before. AI helps by analyzing feedback trends over time, spotting warning signs before a client walks away. That hasnt changed.

VOC 98

VOC B2C B2B AI 98

Fonolo

SEPTEMBER 19, 2018

That being said: Social media platforms aren’t solely used for public brand-shaming. For those of us invested in improving our customer support offerings, we must acknowledge social media as a remarkable space in which to play. Webinar: The Impact of AI in Customer Experience. Successful Cases Studies.

Social Media 237

Social Media Contact Center Non-Profits Education 237

Fonolo

MARCH 2, 2023

No stranger to change, the contact center industry has been ahead of the curve throughout the global pandemic. We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. Word: Contact centers are technology leaders! And not a moment too soon.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

Hodusoft

DECEMBER 26, 2024

Why Every BPO Needs an Omnichannel Contact Center for Success? Equipped with smartphones, they would rather prefer to send text messages, instant messages, emails, or engage through webchat or social media. Social Media A decade ago, customer service through social media was something BPOs could never fathom.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA. It’s challenging to train, onboard, and retain talent in the contact center today. Register Now.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 424

NPS Customer Feedback Net Promoter Score B2C 424

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. That’s where contact center analytics comes into play. What is Contact Center Analytics? However, what are the benefits of contact center analytics?

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Hodusoft

OCTOBER 17, 2024

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.”

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Uniphore

JUNE 22, 2021

You listen to your customers on social media. No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. Jacada's Call Center Life: 2021 Edition. Check it out!

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

DMG Consulting

AUGUST 31, 2018

The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.)

Contact Center 91

Contact Center AI Artificial Intelligence Social Media 91

SurveySensum

MARCH 5, 2025

Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. What is Call Center Text Analytics? Lets now understand how contact center text analytics software works. Lets find out!

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

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

Fonolo

APRIL 6, 2020

Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI. You may think that call centers are for big companies but the truth is, they have a lot of value for small and medium-sized businesses as well.

Contact Center 108

Contact Center Social Media Invoicing Hospitality 108

Hodusoft

NOVEMBER 17, 2021

The ultimate guide to the omnichannel contact center software. The use of an omnichannel contact center makes it simple to keep up with the expectations of a modern consumer. What is an Omnichannel Contact Center? Among the preferred channels for Omnichannel contact centers are: Web conferencing.

Contact Center 98

Contact Center Omnichannel Social Media Artificial Intelligence 98

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? What is Hyper-Personalization in a Contact Center? Customer service is all about meeting and exceeding customer expectations.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center offers more than just customer communication — it’s a powerful tool for creating memorable customer experiences (CX) and strengthening brand loyalty. What is an omnichannel contact center? Omnichannel vs multichannel contact center. Understand the customer journey.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

CSAT.AI

DECEMBER 16, 2021

Offshoring contact center operations is not a new concept. The costs of setting up and/or scaling contact centers are high from training, to equipment, to wages. Plus, supplemental contact center support in a different time zone makes it possible to have 24 hour service accommodating your customers around the world.

Contact Center 109

Contact Center Entertainment Legal Retail 109

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Cloud-Based Contact Center Solutions.

Contact Center 87

Contact Center Social Media Artificial Intelligence AI 87

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

DECEMBER 17, 2019

It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. In order to keep up with the demands of modern consumers, the contact center is destined to evolve further, into the ‘Customer Experience Hub’ of the future.

Contact Center 76

Contact Center Social Media Omnichannel AI 76

Callminer

OCTOBER 11, 2018

Kaye Chapman is the Learning & Development Manager at Comm100 , a global provider of AI-powered digital customer conversation software. She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. Employee engagement.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. Contact center managers know that SLAs are essential for defining and measuring success for their businesses. Contact center managers know that SLAs are essential for defining and measuring success for their businesses.

Contact Center 81

Contact Center Social Media Construction AI 81

Uniphore

JUNE 15, 2021

You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life. What Your Call Center Agents Rant About on Social Media.

CX 162

CX Social Media Contact Center Actionable Insights 162

Taylor Reach Group

MAY 14, 2017

Will AI Mean Less People and More Profit in the Contact Center? . Mention Artificial Intelligence (AI) to most people and it conjures up visions of talking robots and Alexa - like appliances answering simple questions. The drive to reduce the number of people in Contact Centers has been around since their inception.

Contact Center 79

Contact Center AI Artificial Intelligence Compliance 79

Fonolo

NOVEMBER 9, 2021

Contact centers have faced some serious ups and downs in the past few years. Find out how we scored in our latest resource, Contact Center Trends 2022. As for the upcoming year, take a sneak peek at our predictions below: READ THE FULL GUIDE: Contact Center Trends 2022. Trend #2: Remote contact centers.

Contact Center 87

Contact Center Artificial Intelligence Social Media AI 87

Ameyo Callversations

JANUARY 19, 2022

Contact centers act as a spine of good customer experiences. A modern contact center is a primary location that shapes both inbound and outbound communications with customers using various customer engagement channels and strategies; however, its success totally relies on meeting and exceeding customer expectations.

Contact Center 105

Contact Center Touchpoint Social Media Customer Expectations 105

Comm100

OCTOBER 25, 2021

Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers. In this article, we’ll explain why contact centers need digital transformation, and what steps you need to take to ensure a smooth and successful transition throughout your organization.

Contact Center 98

Contact Center Social Media Omnichannel Technology 98

Callminer

FEBRUARY 19, 2020

Embracing innovative new practices such as artificial intelligence (AI) and flexible working arrangements can help considerably in alleviating such issues. For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience.

Artificial Intelligence 287

Artificial Intelligence Social Media Innovation AI 287

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Contact center professionals? It’s simply become too loud. Learn more about Bill here and here.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Fonolo

MAY 19, 2022

The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. Industry Report: State of the Contact Center 2022. Our Top 6 Contact Center Technology Picks for 2022.

Contact Center 87

Contact Center Technology Technology Artificial Intelligence 87

Fonolo

DECEMBER 1, 2022

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. . But how do you buy the call center software and choose from the countless options in a very competitive marketplace? billion in 2022 to US $93.7

Contact Center 87

Contact Center Omnichannel Artificial Intelligence Sentiment Analysis 87

Fonolo

JANUARY 15, 2019

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). Today’s digitally-savvy customers have zero tolerance for bad customer experience; this certainly includes their experiences with contact centers.

Contact Center 80

Contact Center Omnichannel Artificial Intelligence AI 80

Execs In The Know

AUGUST 10, 2021

WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity. Perfecting the work-at-home contact center model. According to Gartner research, 70% of customer service and support agents prefer to work at home.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Hodusoft

MARCH 5, 2025

leverage E-Commerce Contact Center Software to Improve CX Read More Issues E-commerce Companies Face Due to Cart Abandonment High cart abandonment has a devastating impact on e-commerce companies. Our HoduCC omnichannel contact center software is one such useful tool that has helped many e-commerce companies of different sizes.

E-commerce 52

E-commerce Contact Center Omnichannel Invoicing 52

CSAT.AI

APRIL 5, 2023

Channels: All the ways customers can reach a brand like phone, email, social media, text, chat (see Omnichannel). Chatbot : A type of conversational AI that provides self-service for customers through a messaging app or other text channel. Note: Churn as a loss can be applied to customers or agents. Bain & Company, Inc.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97