CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? How loyal are they?

VOC 182

VOC Contact Center Net Promoter Score NPS 182

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Customer Service Life

JANUARY 31, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.”

Contact Center 84

Contact Center Start-ups Customer Satisfaction Customer Service 84

Hodusoft

JANUARY 4, 2023

The CSAT: Measuring Customer Satisfaction in a Contact Center. For every complaint a contact center receives, there are around 26 clients who are dissatisfied with the service but prefer not to express their displeasure. We can call these customer satisfaction measures as customer experience (CX) metrics.

Contact Center 52

Contact Center Customer Satisfaction Net Promoter Score NPS 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

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves. Improved customer satisfaction and increased agent productivity. How Can WFM Help my Contact Center? The results?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? How loyal are they?

VOC 174

VOC Contact Center Net Promoter Score Customer Satisfaction 174

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. “I

Contact Center 126

Contact Center CX NPS Start-ups 126

Fonolo

MARCH 21, 2024

Contact center managers know that virtual queuing technology is essential to keeping operations running smoothly. Without it, mayhem would quickly ensue when calls come rushing into your contact center without any way to prioritize them or create order. 7 Tips for Contact Center Professionals 1.

Contact Center 75

Contact Center Technology Technology Customer Satisfaction 75

Fonolo

MAY 20, 2021

Here, we’ll look at how to best handle escalations in a contact or call center to ensure your customer feels satisfied, and to learn more about how you can improve your company’s operations. The Contact Center Playbook for Improving Customer Satisfaction. What is an escalation in a contact center?

Contact Center 148

Contact Center Customer Satisfaction Customer Service Technology 148

Fonolo

JANUARY 28, 2021

An unsung hero of the contact center, managers are typically known for overseeing daily operations. So how can contact center managers help your business shine in the eyes of your customers? Why can contact center managers influence customer perception?? The importance of ‘informal authority’.

Contact Center 175

Contact Center Customer Satisfaction CX Sales 175

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. Your attention to these nuances is the secret sauce to customer satisfaction.

Contact Center 87

Contact Center Customer Satisfaction Healthcare Start-ups 87

Fonolo

OCTOBER 7, 2021

That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience. The Contact Center Guide to Managing Spikes in Call Volume. of retail contact center leaders.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. The State of the Contact Center in 2020. Happier customers.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

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

Execs In The Know

SEPTEMBER 11, 2024

If your organization hasn’t yet explored the potential of AI in your contact center, now is the time. Our latest report in partnership with ASAPP , The State of the Tech: AI in the Contact Center , delivers key insights into how AI is transforming CX operations. AI Deployment Has Just Begun—Is Your Brand Ready?

Contact Center 52

Contact Center AI Technology Technology 52

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

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

Fonolo

JUNE 1, 2021

READ THE FULL GUIDE: How to Foster Agent Engagement in a Hybrid Contact Center. This is the reality contact centers are facing right now, as they navigate the post-pandemic transition back to the workplace. According to Fonolo’s 2020 State of the Contact Center report, agent attrition is worsening.

Contact Center 155

Contact Center Touchpoint Customer Satisfaction Technology 155

Fonolo

AUGUST 18, 2022

Your customer service should be accessible to everyone. But contact center accessibility doesn’t just help people with disabilities—it helps every customer. Contact center accessibility depends on two main factors: commitment and call center tech. What is Contact Center Accessibility?

Customer Satisfaction 87

Customer Satisfaction Contact Center Customer Service Technology 87

Fonolo

APRIL 11, 2023

Looking for ways to optimize your call center queue management and improve customer satisfaction? Customers hate waiting on hold. PRWeb reports that 32% of customers are not willing to wait on hold at all. And 69% of customers say they’ve abandoned a brand after a single bad customer service experience.

Contact Center 81

Contact Center Social Media Social Listening Customer Satisfaction 81

Fonolo

MAY 4, 2021

If this sounds familiar, don’t worry — it is possible to upgrade your call center infrastructure and reduce future contact center costs at the same time. Read on to learn how to offset call center costs, and ensure that your customer service operations meet the needs of the 21st-Century customer.

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152

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

Customer Service Life

FEBRUARY 28, 2023

I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process. It’s at this point in the meeting that they reveal the millions of metrics available to any contact center leader who adopts the platform.

Contact Center 84

Contact Center Scorecard Customer Satisfaction Gaming 84

CSAT.AI

DECEMBER 16, 2021

Offshoring contact center operations is not a new concept. When it comes to BPO (Business Process Outsourcing), customer service is near the top, especially for large businesses. The costs of setting up and/or scaling contact centers are high from training, to equipment, to wages. Billion by 2025.

Contact Center 109

Contact Center Entertainment Legal Retail 109

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Agents Were Our Virtual Frontline. ” — Bill Quiseng.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

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

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Fonolo

MARCH 30, 2021

TIP: Most contact center software will generate a Call Detail Record (CDR). This feature displays data for each incoming call, including time before the customer abandoned the call. Today’s customers expect to be able to reach you on any platform. Take an omni-channel approach. Adopt a call-back solution.

Contact Center 147

Contact Center Social Media Start-ups Customer Satisfaction 147

Hodusoft

APRIL 27, 2022

Omnichannel Contact Center: A Beginner’s Guide to Scale Up. Providing the best customer service is one of the most important pillars of any businesses’ success. Earlier, call centers had limited resources making it difficult for tech support to handle every query. An overview of Multichannel Contact Centers.

Contact Center 105

Contact Center Omnichannel Social Media CXM 105

Fonolo

JUNE 13, 2023

Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. Luckily, when you replace hold time with a call-back, your customer satisfaction ratings go up while improving your operational efficiencies. Capture customer information.

Contact Center 104

Contact Center Social Media Start-ups Customer Satisfaction 104

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. As a result, your business’s overheads reduce at the same time as your customers’ satisfaction goes up.”.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

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. Monitoring customer interactions to ensure each agent knows the basics.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

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

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