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. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. We’ve got eight essential tips so you can start improving your contact center today.

Contact Center 148

Contact Center Social Media Start-ups Technology 148

Hodusoft

APRIL 24, 2025

Insurance Customer Retention with Contact Center Software For contemporary insurance companies, acquiring more policyholders is not good enough. In such a scenario, customer retention (or retention of policyholders, if you will) is the only recourse. They must have mechanisms to gather and act on customer feedback.

Contact Center 52

Contact Center Customer Retention Data Entry CRM 52

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. 7 Call Center Empathy Phrases Every Agent Should Use with Their Customers.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Hodusoft

APRIL 2, 2025

The Role of Automation in Telecom Contact Centers: Solving High Volume Challenges and Reducing Costs Uber-connected. ” The irony, however, is that the contact centers of telecom companies can do better when it comes to responding to customers’ queries and resolving their issues. Well-informed.

Contact Center 52

Contact Center Omnichannel Sentiment Analysis Data Entry 52

Fonolo

JANUARY 26, 2023

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. The industry players are bigger and more intimidating, and the customers are more demanding. They discuss the importance of driving employee engagement and by extension, customer satisfaction.

Contact Center 126

Contact Center CX NPS Start-ups 126

Hodusoft

MARCH 18, 2025

The Importance of Social Media Integration in Ecommerce Contact Centers Before we start with the blog, let’s do a quick experiment. Social media integration can help e-commerce companies increase customer satisfaction and retention by leaps and bounds by fostering direct, real-time engagement with customers.

Social Media 52

Social Media Contact Center E-commerce Retail 52

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. 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? Customers want to feel seen.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Fonolo

AUGUST 24, 2017

We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. Understand Your Customers’ Expectations. Test Your Own Experience.

Contact Center 98

Contact Center Customer Satisfaction Customer Expectations NPS 98

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

Experience Investigators

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Customer Feedback 133

Customer Feedback Net Promoter Score Close the Loop Customer Journey Map 133

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Social Media Customer Service Start-ups 99

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 #1: Customer intelligence.

Contact Center 87

Contact Center Artificial Intelligence Social Media AI 87

Fonolo

FEBRUARY 1, 2018

We already know how monotonous a call center agent’s role can be but, by making the training process exciting and fun, you’re creating a better environment for everyone. Remember, it’s not just the initial training that’s important; creating a culture of continuous learning is also essential to the success of your contact center.

Contact Center 92

Contact Center Gaming Start-ups Customer Feedback 92

Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. The second side of that coin is the direct customer feedback related to the specific interaction in question. Quality and the Customer Experience are the only Metrics that Matter. By: Colin Taylor.

Contact Center 98

Contact Center Compliance NPS VOC 98

Callminer

JANUARY 30, 2022

Think customer feedback is just for the contact center? Customer insights can be leveraged across sales, CX and product teams. Think again. Read this blog to learn how.

Contact Center 182

Contact Center Customer Feedback CX Sales 182

Callminer

JANUARY 18, 2021

The information captured by the metrics of a call center monitoring program is essential to the cost-effective operation of the call center and the capturing of vital customer feedback on quality, performance, and service.” ” – Contact Center Operation and Management , Digital.gov; Twitter: @digital_gov.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

CSAT.AI

APRIL 5, 2023

Quality Management (QM): Monitoring, measuring, and improving the quality of interactions between customers and customer service representatives, and the overall customer service experience. Response Rate: The percentage of customer inquiries that receive a response from the customer service team.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Fonolo

SEPTEMBER 6, 2017

Fonolo is excited to return as a sponsor for this year’s Contact Center Demo & Conference, happening September 25-27th at Mandalay Bay in Las Vegas, Nevada. If you’re looking for more information about ICMI Demo, or still need to get tickets, visit icmi.com/contact-center-demo-conference. Plus So Much More!

Contact Center 67

Contact Center NPS Customer Satisfaction Customer Feedback 67

Fonolo

APRIL 1, 2021

This KPI is essential for contact centers to measure how their customers feel about their service. It’s a great way to explore trends within customer feedback and identify problem areas. The tricky thing is, CSAT scores can be affected by a wide range of activities in the call center. DID YOU KNOW?

Contact Center 152

Contact Center Social Media Customer Satisfaction Omnichannel 152

Callminer

APRIL 26, 2017

First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call , with no follow-up required.

Contact Center 140

Contact Center Social Media Customer Satisfaction Customer Relationship Management 140

Fonolo

DECEMBER 16, 2021

If you’re not leveraging your social media channels to engage and support your customers, now is the time to start. Keep reading to discover the essential role this tool can play in your contact center’s success. Why every business needs a customer service strategy. . Be wary of negative customer feedback.

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Fonolo

DECEMBER 15, 2022

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. And that can be an undertaking, considering all the areas of the contact center that can affect performance.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Fonolo

MAY 1, 2018

What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 62

Contact Center Education Start-ups Customer Feedback 62

CX Accelerator

OCTOBER 3, 2019

Failure to do so is disrespecting the customer and the business." " To conclude, these are fantastic ideas that will both improve your employee onboarding experience and build a culture where new employees are valued and expected to focus on the customer. Jeremy Watkin is a contact center veteran turned CX leader.

CX 296

CX Voice of the Customer Contact Center Start-ups 296

Customer Service Life

APRIL 27, 2018

As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. Chattermill is a system that allows you to pull customer feedback from NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) surveys into one place. Chattermill.

Contact Center 68

Contact Center Net Promoter Score Machine Learning NPS 68

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. What is a call center report? Important call center KPIs. and as a total percentage for your contact center it directly informs workforce management ROI.

Contact Center 142

Contact Center Net Promoter Score Start-ups Customer Satisfaction 142

Fonolo

SEPTEMBER 13, 2022

Think about how many phone calls your contact center receives in one day. Now, think about how many ripe opportunities you have to ask for customer feedback. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. Thousands, right?

Net Promoter Score 150

Net Promoter Score Contact Center Hospitality Hospitality 150

CSAT.AI

FEBRUARY 8, 2023

For the customer service industry, how can generative AI tools like ChatGPT impact the future of contact centers? YouChat can also provide real-time updates on order status and delivery information and can even provide product recommendations to customers.

Contact Center 71

Contact Center AI Sentiment Analysis Customer Satisfaction 71

Hodusoft

NOVEMBER 27, 2024

So, without further ado let’s dive right into the blog post and understand why customer loyalty is the Holy Grail to business success. But a business that has a competitive advantage due to its people, especially loyal customers, will never stagnate or be priced out by competitors. Customer loyalty cannot be bought.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Fonolo

OCTOBER 5, 2021

The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Creating a Customer Service Strategy That Drives Business Growth. Keep tabs on your NPS.

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

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

Fonolo

MARCH 4, 2021

Contact center reporting can be stressful for even the most seasoned managers and directors. Even with modern technology, it’s still impossible to predict call volumes and customer demand with full accuracy. First Contact Resolution (FCR). The average call center has an FCR of 72%. DID YOU KNOW? – SQM Group.

Contact Center 148

Contact Center Customer Satisfaction Social Media Technology 148

Execs In The Know

MARCH 10, 2025

As brands continue to offer more self-service options digitally across websites, mobile apps, and chatbots, customers consistently reach the contact center having already attempted to resolve service issues themselves. Enter: Generative AI. However, its important to be strategic and continue to prioritize human support.

Contact Center 52

Contact Center AI Sentiment Analysis CX 52

Execs In The Know

MARCH 10, 2025

As brands continue to offer more self-service options digitally across websites, mobile apps, and chatbots, customers consistently reach the contact center having already attempted to resolve service issues themselves. Enter: Generative AI. However, its important to be strategic and continue to prioritize human support.

Contact Center 52

Contact Center AI Sentiment Analysis CX 52

Callminer

FEBRUARY 21, 2018

This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. So, this is a great question to ask when comparing call center monitoring software. That most did not know about virtual queuing with web callback that are part of most systems today.

Contact Center 210

Contact Center CRM Technology Technology 210