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Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences. Thanks for visiting our website.
Executives worldwide increasingly recognize the profound potential of AI through advanced algorithms , machine learning (ML), natural language processing (NLP), and generative AI technologies. Companies like Korean Air leverage AWS to rapidly scale AI-driven customer support services during high-demand periods.
According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience. In practice, the most effective customer experiences blend cutting-edge AI with timely human support.
To combat this, companies can benefit from tools such as sentiment analysis, Customer Data Platforms (CDPs), and other social media analytics that assess the emotional tone and urgency of complaints. However, even with technological support, keeping pace with incoming feedback can still be difficult.
As customer demands rise, AI is allowing companies to respond with more efficient and personalized support. Recently, thought leaders, industry experts and CX professionals gathered at All Access: Future ContactCenters 2025 to discuss the swift evolution and what this means for tomorrows customer support.
[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? past customers who churned or became high-value advocates) and identify patterns.
The customer experience (CX) landscape is evolving rapidly, especially in contactcenters. At the same time, contactcenter agents, who are tasked with delivering high-quality support, are under pressure to meet performance metrics while juggling increasingly complex interactions.
About Us Contact US How to Advertise Getting Covered Editorial Calendar Reprints July 2, 2025 By Phillip Britt , technology writer CustomerSatisfaction with ContactCenters Continues to Slide Last year, 55 percent of consumers said their experiences with businesses were getting worse.
Omnichannel ContactCenters 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 customersatisfaction, improved retention rates, and stronger brand loyalty that drives business growth.
Why Every BPO Needs an Omnichannel ContactCenter for Success? At HoduSoft, we have helped many BPOs set up omnichannel contactcenters to streamline their customer service operations and help them deliver exceptional customer experience. Their satisfaction level will increase by leaps and bounds.
How to Calculate AHT: AHT = (Total Talk Time + Hold Time + After-Call Work) Total Number of Calls How to Implement It Practically: Integrate with contactcenter platforms (e.g., Monitor daily trends and correlate to customersatisfaction. Customer Success governs CLV and Churn. Genesys, NICE, or Five9).
The Role of Automation in Telecom ContactCenters: Solving High Volume Challenges and Reducing Costs Uber-connected. ” The irony, however, is that the contactcenters of telecom companies can do better when it comes to responding to customers’ queries and resolving their issues. Well-informed.
Role of VoIP and ContactCenters in Transforming Microfinance “Microfinance stands as one of the most promising and cost-effective tools in the fight against global poverty.” This is where contactcenters and Voice over Internet Protocol (VoIP) solutions come into play.
The call center sector is one such industry that can benefit from AI-powered technology. Superior call centertechnology, which leverages AI and omnichannel communication, enables companies to route incoming calls to the right agents and departments as well as to give faster and superior service to customers.
Insurance Customer Retention with ContactCenter 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. In today’s time, all customers want fast and simple service.
The Complete Guide to E-commerce ContactCenter Success with HoduSoft E-commerce companies have revolutionized the way people purchase products, as well as services. Technology? E-commerce companies (their contactcenters, in particular) face certain unique challenges while delivering customer service.
When I joined NiCE I was drawn to something that was deeply personal to me and something that Ive always been passionate about: the opportunity to bring human connection with the power of technology. "We Inadequate, siloed solutions no longer work in an environment defined by technology and human connections, Russell added.
Today, Erica handles millions of monthly queries, dramatically enhancing customersatisfaction and operational efficiency. CX leaders routinely face internal resistance, from skeptical stakeholders wary of new technologies to employees uncertain how AI might change their roles.
At HoduSoft, we have helped telecom companies and communication service providers of various sizes manage high call volumes efficiently without compromising on customersatisfaction or service quality. Types of Intelligent Call Routing How Smart Call Routing Works in Telecom ContactCenters?
The rise of advanced analytics and AI is presenting an alternative: rather than asking customers for feedback at every turn, leading firms are beginning to know what customers think by analysing behaviours, conversations, and data signals in real time. In the near term, it encourages teams to be more predictive.
A recent study on contactcenters debunked the myth that outsourced operations inherently produce weaker CX. Effective outsourcing becomes a loop: decisions are data-informed, training is ongoing, governance is consistent, and agents are empowered—each call reinforcing customersatisfaction and loyalty.
As with many technology sectors, the primary driver behind KMs strong positive momentum is AI adoption; however, unlike many other sectors, KM benefits from the AI revolution in two distinct ways. This, in turn, enhances the customer and employee experience (CX/EX) and the bottom line for companies.
Source: CX Network, created in house 2025 Daniel Rajan, lead product marketing manager at Coveo , was unsurprised by this result, saying “Even the most impressive piece of AI technology. ” The benefits they saw were numerous, including reduced time to resolution , reduced costs and increased customersatisfaction.
About Us Contact US How to Advertise Getting Covered Editorial Calendar Reprints June 26, 2025 By Phillip Britt , technology writer Tips for Driving Customers to Self-Serve A single customer self-service interaction through a chatbot or FAQ portal can cost as little as 10 cents, while a live agent interaction can cost up to $8 or more.
Improve CX and drive ROI with a roles-based strategy The AI landscape is evolving so quickly, it seems like nearly every day there’s another “shiny new object” promising to revolutionize customer experience (CX). But embracing new technology just for technology’s sake won’t work in the long run.
leverage E-Commerce ContactCenter 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 contactcenter software is one such useful tool that has helped many e-commerce companies of different sizes.
Importance of Measuring NPS for BPO ContactCenters How to Benchmark NPS Tips to Conduct the NPS Survey What is Net Promoter Score (NPS)? In purely technical terms, Net Promoter Score is a metric to compute customer loyalty. That means a BPO company or call center has 50 percent more promoters compared to its detractors.
With rising competition in the MSP space, customer engagement becomes a crucial differentiator. And technology can play a huge role in engaging customers and building lasting relationships. At HoduSoft, we have helped several MSPs boost their customer engagement with our HoduBlast’s customizable broadcasts.
and cool technology, there were messages every CX leader needed to hear. ” Final thought: Experience starts with leadership As Zig Serafin, CEO of Qualtrics, said during the summit: “Technology is only as good as the human understanding behind it.” Of course, the focus was on artificial intelligence (AI).
Become a Member Become a Media Partner Our Advisory Board Our Contributors Meet the Team Contact Us Sign In Sign Up Artificial Intelligence in CX ContactCenterCustomer Data, Insights & Analytics Customer Experience Customer Loyalty Customer Service Voice of the Customer Filter Categories Artificial Intelligence in CX ContactCenterCustomer Data, (..)
Regarding data security considerations, while the use of data can lead to personalization and, consequently, greater customersatisfaction, it also raises security concerns for customers. The use of data at various points of customer interaction with the organization presents both advantages and disadvantages.
How AI-Driven ContactCenters Can Improve Loan Approvals & Debt Recovery If you are in the banking and finance sector you know how demanding and sensitive the industry is. ” At HoduSoft, we understand how vital it is for banks and financial institutions to leverage omnichannel contactcenters.
Social media text analytics is the process of analyzing text-based data from social media platforms using technologies like NLP, machine learning, and AI to extract meaningful insights. This process helps you understand brand mentions, customer sentiments, emerging trends, and competitor strategies. Lets find out!
What Is Average Wait Time By Industry What Is the Acceptable Average Wait Time Challenges Organizations Face Due to High Average Wait Time Benefits of Reducing Average Wait Time in a Call Center 5 Ways to Reduce Average Wait Time in Call Centers Conclusion What Is Average Wait Time By Industry? The number varied across industries.
Qualtrics Qualtrics offers TextIQ, a sentiment analysis tool that uses advanced NLP technology to decode unstructured data from different sources. Also, Dialpad AI ContactCenter transcribes voice calls in real time, and artificial intelligence performs live sentiment analysis to detect neutral, positive, or negative sentiment.
Let’s review what makes call-backs such a great addition to your call center: 1) Improve CustomerSatisfaction. Replacing hold-time with a call-back is truly a “win-win”: Your callers get a more pleasant experience and the call center gets a more efficient operation. VPs & Directors of ContactCenters.
Whitepaper: The ContactCenter Playbook for Improving CustomerSatisfaction. In this handy playbook, contactcenter leaders will learn the ins and outs of improving customersatisfaction. Making the Most of Customer Feedback. What’s Inside: What is CSat, NPS, and CES.
Last month we shared 4 Call Center Reports Worth Your Time. A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contactcenter industry. Who wrote it: Call Center Week. Other key measures include demeanor (71%) and customer feedback (65%). Where to get it: [link].
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 contactcenters, improving processes and delivering engaging, effective and fun learning and development solutions. Employee engagement.
By using OpenAI’s technology, Mattel will bring the magic of AI to age-appropriate play experiences with an emphasis on innovation, privacy and safety." Leveraging technology for innovation with AI products "Each of our products and experiences is designed to inspire fans, entertain audiences and enrich lives through play.
Paul Hagen, a former Forrester CX analyst and the present head of Customer Experience & Innovation Strategy at West Monroe Partners, believes 75 percent of CX initiatives fail on execution. For instance, at HoduSoft, our HoduCC call and contactcenter software is powered by a wide array of AI features.
Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) Self-help is the best help.
By using OpenAI’s technology, Mattel will bring the magic of AI to age-appropriate play experiences with an emphasis on innovation, privacy, and safety." Our work with OpenAI will enable us to leverage new technologies to solidify our leadership in innovation and reimagine new forms of play."
To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contactcenter to increase efficiency?”.
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