Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

Inside Customer Service

OCTOBER 12, 2023

Imagine two customers call a contact center at the same time. The two reps taking their respective calls follow the same routine: Listen to the customer Apologize for the issue Solve the problem The only difference is how each rep communicates. Concrete language improves customer satisfaction and increases revenue.

Customer Satisfaction 220

Customer Satisfaction Contact Center Start-ups Retail 220

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. Start by creating a customer care vision and set goals. DID YOU KNOW?

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

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 Customer Experience 175

Execs In The Know

FEBRUARY 10, 2025

The customer experience (CX) landscape is evolving rapidly, especially in contact centers. Todays consumers expect seamless, efficient service, and they have little patience for delays or miscommunication. Customers want their problems to be solved quickly, but they also want to feel heard and understood.

Contact Center 52

Contact Center CX Artificial Intelligence AI 52

Hodusoft

JANUARY 30, 2025

Omnichannel Contact Centers Solutions: What You Need to Know Do you know, businesses that implement omnichannel strategies retain 89% of their customers, compared to just 33% for those that dont? Enhanced customer satisfaction, improved retention rates, and stronger brand loyalty that drives business growth.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. One recurring theme was that of agent satisfaction. Download the full industry report FREE: The State of the Contact Center 2020 . Agents Were Our Virtual Frontline.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

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

Hodusoft

MARCH 26, 2025

The Complete Guide to E-commerce Contact Center Success with HoduSoft E-commerce companies have revolutionized the way people purchase products, as well as services. ” The quote pretty much sums up the importance of communication and customer service for e-commerce companies. As noted banker Douglas A.

E-commerce 52

E-commerce Contact Center Omnichannel Net Promoter Score 52

Fonolo

MAY 4, 2021

Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. The ROI of Call-Backs for Your Call Center.

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152

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

Hodusoft

DECEMBER 26, 2024

Why Every BPO Needs an Omnichannel Contact Center for Success? They are highly sophisticated organizations that offer a wide array of services to other businesses. The services range from customer service, legal support, data entry, marketing, and more. Apart from that what else?

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

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 Sports 142

Customer Service Life

OCTOBER 13, 2020

It’s a fairly simple set of criteria and I believe that if our customer support team consistently does these things, our company will earn high customer satisfaction marks from our customers. I was about 12 years into a career in customer service, still trying to figure out what my career would be.

Customer Service 185

Customer Service Contact Center Gaming Education 185

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.

Contact Center 52

Contact Center Finance Customer Satisfaction Transportation 52

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

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. An unhappy customer wants to be heard.

Customer Service 265

Customer Service Start-ups Gambling Customer Satisfaction 265

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. One thing contact centers need to get better at is…”.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

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

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 Customer Satisfaction Start-ups 147

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

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

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

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. When compared with other sectors, the customer retention rate of the e-commerce industry is among the lowest. How many can you find?

Social Media 52

Social Media Contact Center E-commerce Retail 52

Execs In The Know

MARCH 31, 2025

Spirit Airlines recognized this, embarking on a bold AI-powered transformation to redefine customer service (or “Guest Care,” as Spirit calls it) and move its brand into the future. Spirit implemented a CRM that connected all customer touch points, empowering agents with a full customer interaction history and loyalty data.

AI 78

AI Customer Experience Net Promoter Score Legal 78

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

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. costs scalability 24/7 service company size brand country options language barriers communication tools change and risk management.

Contact Center 109

Contact Center Entertainment Legal Retail 109

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.

Contact Center 144

Contact Center Omnichannel Business Growth Technology 144

eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. ”—offers a narrow and momentary transactional perspective on customer sentiment.

NPS 461

NPS Customer Feedback Net Promoter Score B2C 461

Fonolo

DECEMBER 16, 2021

A good call center leader understands the importance of customer service. So what if you have an incredible product or service? That means nothing if your customers are displeased with their experience with your brand. . improving customer satisfaction; and . improving customer satisfaction; and .

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

CX Accelerator

JANUARY 7, 2019

Imagine you’re on a company’s website and are searching through their knowledge base for an answer to a question before contacting customer service. Let’s assume you want to be able to predict if your customers are going to be satisfied with a particular response from customer service.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

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

CSAT.AI

APRIL 5, 2023

Like most industries, customer service has its own jargon – chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms with some links if you want to go deeper. A key customer service agent skill and modern metric.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

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

AUGUST 27, 2020

What is the primary purpose of a contact center agent? You might say it’s to close sales or solve customer issues, depending on the function of your team. Both are true, but every contact center agent in the world must adhere to creating an exceptional customer experience. Customer service can be repetitive.

Contact Center 135

Contact Center Transportation Construction Customer Loyalty 135

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. What Is An Omnichannel Contact Center?

Contact Center 105

Contact Center Omnichannel Social Media CXM 105