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

Hodusoft

JANUARY 8, 2025

Role of VoIP and Contact Centers in Transforming Microfinance “Microfinance stands as one of the most promising and cost-effective tools in the fight against global poverty.” This is where contact centers and Voice over Internet Protocol (VoIP) solutions come into play. Let’s discuss it in detail.

Contact Center 52

Contact Center Finance Customer Satisfaction Transportation 52

Taylor Reach Group

APRIL 2, 2019

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. My name is Colin Taylor.

Contact Center 92

Contact Center Compliance Start-ups Education 92

Callminer

JANUARY 18, 2021

But our clients were willing to explore this opportunity with us because our call center operators were proven to be high-quality, trustworthy employees that were dedicated to customer satisfaction.” Strive to improve workplace satisfaction to minimise turnover. Let your operations team handle real-time management.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

Taylor Reach Group

NOVEMBER 18, 2019

More and more contact centers see the value of Quality Assurance in improving their operation both in terms of efficiency and effectiveness. This internally focused approach could be in conflict with what customers feel and experience. This internally focused approach could be in conflict with what customers feel and experience.

Customer Satisfaction 18

Customer Satisfaction Contact Center Scorecard Compliance 18

Callminer

JULY 16, 2018

Contact centers especially struggle with how to train, manage, and engage agents properly. Since contact center agents interact with customers daily, it is essential that you create a plan and strategy for keeping at home agents engaged from afar. Personalize their training. Recognize their efforts.

Contact Center 196

Contact Center Compliance Gaming Customer Satisfaction 196

Callminer

JULY 5, 2018

When they don’t receive consistent performance feedback, agents often experience burnout and lose their drive to perform efficiently resulting in agent churn and poorer customer experiences. How can you improve contact center efficiency? Improve compliance. They can also see where they are already excelling.

Compliance 157

Compliance Contact Center Social Media Customer Satisfaction 157

Callminer

JUNE 12, 2018

Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m. NetLink – 30 Minutes past the hour – The Care Cloud: Contact Center Analytics.

Contact Center 140

Contact Center Compliance Customer Satisfaction Sales 140

DMG Consulting

DECEMBER 10, 2018

Question: We’re implementing a balanced scorecard to measure agent and contact center performance. Here are 8 primary categories of KPIs that should be used in a contact center to oversee all aspects of its performance: Cost – how much it costs to handle (resolve, sell, collect) each item. implementation process.)

Scorecard 82

Scorecard Contact Center Compliance Customer Relationship Management 82

Uniphore

NOVEMBER 11, 2021

For years, contact centers have relied on post-call surveys and audits to measure customer experience, satisfaction, and agent performance—with limited results. Today, customers are having more conversations with businesses than ever. Download Now.

Contact Center 130

Contact Center Compliance Customer Satisfaction AI 130

Uniphore

NOVEMBER 11, 2021

Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Finance 130

Uniphore

NOVEMBER 11, 2021

For years, contact centers have relied on post-call surveys and audits to measure customer experience, satisfaction, and agent performance—with limited results. Today, customers are having more conversations with businesses than ever.

Contact Center 130

Contact Center Compliance Customer Satisfaction AI 130

SurveySensum

MARCH 5, 2025

Detects Emerging Trends : Helps businesses identify patterns in customer behavior and preferences. Supports Compliance and Risk Management : Ensures adherence to regulations by monitoring interactions for compliance violations. Lets now understand how contact center text analytics software works.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

CSAT.AI

JANUARY 8, 2020

Privacy compliance in contact centers poses unique challenges. Europe’s General Data Protection Regulation (GDPR) was just the beginning of attempts to bring more privacy and compliance protection to consumers. Contact Centers, Privacy and Compliance. Compliance and Consumer Trust.

Compliance 52

Compliance Contact Center Legal Sentiment Analysis 52

Fonolo

JUNE 3, 2021

This simple and powerful tool has been gaining momentum in the customer service world for its ability to lower call volumes, improve key call center metrics, and boost customer satisfaction. Are You Losing Customers to Hold Time? Contact Centers Are Using More Call-Backs Than Ever.

Technology 136

Technology Technology Contact Center Customer Satisfaction 136

Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. TechnologyAdvice. Technology_Adv. Firstly, it is about preventing mistakes.

Contact Center 210

Contact Center CRM Technology Technology 210

Customer Service Life

MAY 21, 2018

The first was to gauge our quality performance across all of our programs and the second was to be a thought leader in the customer experience space — working to promote best practices in our approach to customer satisfaction (CSAT) survey results and share valuable insights with clients. Average Handle Time (AHT).

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

Hodusoft

JUNE 27, 2024

Omnichannel Strategies for BFSI: Enhancing Customer Experience with Contact Center Software Do you know the top priority of today’s customers? However, in today’s digitally driven era, competition is getting fierce day by day, making it challenging for BFSI institutions to keep up with customer expectations.

Contact Center 59

Contact Center Omnichannel Customer Experience Social Media 59

Callminer

FEBRUARY 2, 2018

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently. The post 21 Call Center Leaders Reveal the Biggest Concerns Keeping Call Center Managers Up at Night appeared first on CallMiner.

Compliance 318

Compliance Customer Satisfaction Sales Contact Center 318

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers. More math ahead.

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

Lightico

SEPTEMBER 14, 2021

Today, customers rightly expect to be able to complete transactions remotely, securely and efficiently from anywhere. As customers push for easier, remote transactions, there have been heightened concerns about the legitimacy of contracts and services that have been secured — especially with only verbal consent.

Compliance 52

Compliance Contact Center NPS Customer Satisfaction 52

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

Hodusoft

AUGUST 29, 2024

The Current State of AI in BPO Contact Centers Do you know Artificial Intelligence (AI) is currently the hottest trend in various industries? AI technology has drastically transformed the BPO contact centers industry by automating repetitive tasks, enabling intelligent routing, and providing real-time analytics.

Contact Center 52

Contact Center AI Artificial Intelligence Compliance 52

Hodusoft

NOVEMBER 22, 2023

Increase ROI of BPO with Omnichannel Contact Center Software Excellent customer service is just as important as excellent marketing efforts. About 68% of consumers say they would pay more for a product or service from a company that has a reputation for great customer service. What is Omnichannel Contact Center Software?

Contact Center 52

Contact Center Omnichannel Compliance Social Media 52

Taylor Reach Group

AUGUST 23, 2017

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could conceive. Are returns declining?

Contact Center 66

Contact Center NPS Net Promoter Score Compliance 66

Hodusoft

NOVEMBER 27, 2020

To ensure the long-term success of a contact center, the management must be aware of what’s going on in the contact center. They must know what went down between their customers and agents during the call and how well agents stick to compliance and quality guidelines.

Contact Center 52

Contact Center Compliance Omnichannel Customer Satisfaction 52

Uniphore

DECEMBER 17, 2021

And it’s not hard to see why—Conversational Automation can simplify, streamline and speed up complex, time-consuming customer service processes, improving customer satisfaction (CSAT), net promoter score (NPS) and other key metrics. Create a positive, frictionless customer experience. Want to learn more?

Net Promoter Score 100

Net Promoter Score Compliance Contact Center NPS 100

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

Callminer

SEPTEMBER 23, 2020

What’s more, by arming agents with the tools and insights they need for success leads to greater employee satisfaction, which, in turn, contributes to increased customer satisfaction. Challenges Outbound Call Centers Face. Outbound call centers face unique challenges in the marketplace.

Contact Center 182

Contact Center Social Media Sales Voice of the Customer 182

Fonolo

JUNE 21, 2018

Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms. Improving Customer Satisfaction. Who should attend: VPs & Directors of Customer Service.

Contact Center 52

Contact Center Social Media Compliance Education 52

Hodusoft

DECEMBER 6, 2022

Contact Center Solutions For Your Enterprise: The New Keys to Success. Modern companies increasingly rely on contact center solutions in order to build loyalty and retention among customers. 84% of businesses that strive to enhance customer experience noted significant growth in their revenue.

Contact Center 52

Contact Center Omnichannel CRM Compliance 52

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. Poor customer support not only affects satisfaction but can also harm the reputation of financial organizations. percent from USD 90.57

Contact Center 52

Contact Center Compliance Social Media AI 52

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

DMG Consulting

SEPTEMBER 6, 2023

Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose. RTG solutions also help improve regulatory compliance and script adherence.

Contact Center 48

Contact Center Artificial Intelligence Compliance Predictive Analytics 48

Hodusoft

OCTOBER 19, 2022

5 Reasons Why Financial Institutions Must Invest In Contact Center Software Financial businesses, like banks and insurance companies, deal with people’s money. 51% of such institutions have realized that improving customer experience is one of the top priorities for their success. Curious to know how?

Contact Center 52

Contact Center Finance Omnichannel Social Media 52