What are omnichannel contact center solutions?
Callminer
JUNE 29, 2022
It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel contact center solutions.
24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call
Callminer
NOVEMBER 18, 2020
Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.
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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency
Callminer
AUGUST 1, 2017
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 contact center to increase efficiency?”.
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Everything you need to know about an omnichannel contact center
Callminer
AUGUST 27, 2023
An omnichannel contact center syncs conversations across channels, including email, calls, and social media. Learn how an omnichannel strategy can ensure you meet your customers wherever they are.
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Omnichannel Contact Centers Solutions: What You Need to Know
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? In this blog, you can explore everything related to omnichannel contact center software starting from what it is?
Why Every BPO Needs an Omnichannel Contact Center for Success?
Hodusoft
DECEMBER 26, 2024
Why Every BPO Needs an Omnichannel Contact Center for Success? Another research by Twilio revealed that 91 percent of customers expect omnichannel communication from organizations. They need to adopt omnichannel communication to remain at the forefront in delivering exceptional service. Apart from that what else?
Contact Center Customer Experience Best Practices
Callminer
APRIL 20, 2018
Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. Each contact center has its own priorities and goals, each of which is influenced by customer expectations.
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2025 Contact Center Goals and Investment Priority Trends: Embracing AI for an Enhanced CX and EX
DMG Consulting
FEBRUARY 12, 2025
DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. Are contact centers adopting AI? An additional 37.1% of survey participants.
The evolving role of customer service representatives in today’s modern contact center
Callminer
SEPTEMBER 24, 2024
Learn more about how call centers have become omnichannel contact centers where customer needs are met through multiple channels, and AI-powered tools gather data and deliver real-time insights.
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Basketball, false hustle and metrics that matter – Interview with Thomas Laird of Expivia/OttoQA
Adrian Swinscoe
OCTOBER 24, 2024
Today’s interview is with Thomas Laird, founder and CEO of both the Expivia Interaction Marketing Group, a USA BPO omnichannel contact center, and OttoQA, a next-generation […] The post Basketball, false hustle and metrics that matter – Interview with Thomas Laird of Expivia/OttoQA first appeared on Adrian Swinscoe.
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25 Call Center Technology Trends to Watch in 2021
Callminer
FEBRUARY 23, 2021
A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes. Omnichannel support is expected and appreciated.
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Complete Guide to E-commerce Contact Center Success with HoduSoft
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. E-commerce companies (their contact centers, in particular) face certain unique challenges while delivering customer service. Here are some of those: 1.
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Omnichannel Contact Center: A Beginner’s Guide to Scale Up
Hodusoft
APRIL 27, 2022
Omnichannel Contact Center: A Beginner’s Guide to Scale Up. Earlier, call centers had limited resources making it difficult for tech support to handle every query. Today the concept of the omnichannel contact center has transformed the scenario. An overview of Multichannel Contact Centers.
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The True Role of AI in the Contact Center
Fonolo
DECEMBER 8, 2020
AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Read All the Contact Center Trends Here: Contact Center Trends 2021.
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The Future of customer service is the Omnichannel Contact Center
Hodusoft
MARCH 24, 2022
The Future of customer service is the Omnichannel Contact Center. Regardless of how the customers contact you, they expect to have their issues resolved on time. An omnichannel solution for contact centers is the perfect solution to meet these requirements. What Drives the Need for Omnichannel?
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How to Make Your Contact Center More Resilient
Fonolo
DECEMBER 15, 2020
However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. Contact centers need to be more resilient before the next crisis. Contact centers need to be more resilient before the next crisis. Contact Center Trends 2021. Crises do occur.
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How AI and Omnichannel Support Elevate Customer Service in Call Center
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.”
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The Role of Automation in Telecom Contact Centers: Solving High Volume Challenges and Reducing Costs
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.
The ultimate guide to the omnichannel contact center software
Hodusoft
NOVEMBER 17, 2021
The ultimate guide to the omnichannel contact center software. The use of an omnichannel contact center makes it simple to keep up with the expectations of a modern consumer. According to data collected by Think With Google, omnichannel strategies helped induce around 80% of the in-store visits by guests.
How to Create an Omnichannel Contact Center in 7 Steps
Aquire
SEPTEMBER 6, 2021
An omnichannel contact center offers more than just customer communication — it’s a powerful tool for creating memorable customer experiences (CX) and strengthening brand loyalty. What is an omnichannel contact center? Omnichannel vs multichannel contact center. Unify your CX strategies.
8 Tips to Reduce Contact Center Costs
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.
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7 Things Your Customers Want Your Contact Center to Know
Fonolo
OCTOBER 15, 2020
Here are seven things your customers want your contact center to know: They want easy solutions. By investing in a fully-integrated omnichannel system, you can empower your agents to pick up conversations where they last left off, creating a seamless experience. 4 Ways to Improve Contact Center Operational Efficiency.
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Track Performance and Boost Operational Efficiency With Contact Center Analytics
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. That’s where contact center analytics comes into play. What is Contact Center Analytics? However, what are the benefits of contact center analytics?
Is Omnichannel and Personalization Mutually Exclusive
Uniphore
JUNE 1, 2017
Omnichannel and personalization – and never the twain shall meet. Is the desire to deliver a true omnichannel contact center offering at odds with the idea of providing a truly personalized customer experience? Read More.
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Keeping Workers Safe and Productive (When the Contact Center Can’t Close)
Taylor Reach Group
APRIL 1, 2020
If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. Here are five ways contact centers can support their onsite workers amid the coronavirus outbreak: 1. by JD Fairweather.
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The Importance of Social Media Integration in Ecommerce Contact Centers
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. In such a scenario, adopting sophisticated contact center software such as HoduCC can be a game-changer. See how social media integration enhances eCommerce contact centers.
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20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability
Callminer
FEBRUARY 4, 2021
To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.
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4 Contact Center Technologies You Need to Win Over Gen-Z
Fonolo
SEPTEMBER 22, 2020
A Fully Integrated Omnichannel Contact Center. Omnichannel contact centers are more than just ‘nice to have’— they’re now essential for a great customer experience. The post 4 Contact Center Technologies You Need to Win Over Gen-Z first appeared on Fonolo.
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25 Indicators of Fraud on Inbound Calls
Callminer
NOVEMBER 9, 2020
This 360-degree visibility forms the foundation of true omnichannel service and a gateway to fully understanding a customer’s journey. ” – John Cray, Beating crooks at call center fraud , BAI; Twitter: @BAI_Info. 14. ” – Jeff Goldman, How to Prevent Contact Center Fraud , eSecurity Planet; Twitter: @eSecurityP.
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How Spirit Airlines Transformed Its Customer Experience with AI
Execs In The Know
MARCH 31, 2025
Led by Vanessa Hardy-Bowen , Director of Guest Care & Contact Centers, Spirit Airlines took a strategic approach to AI integration, turning challenges into opportunities to innovate. They also introduced an omnichannel experience, where customers could seamlessly switch between platforms without re-explaining their issue.
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Redefining BPOs: Digital Transformation in Contact Centers
Ameyo Callversations
JULY 22, 2021
Until a few years ago, several companies and BPOs treated their contact center division as an entity that managed superior customer service and nothing more or less. The message is loud and clear – ‘your contact center is key to win customers’. There are custom contact center solutions for BPOs.
Top Contact Center Technology Trends in 2021
Fonolo
FEBRUARY 2, 2021
The pandemic disrupted many contact center trends , but not all of them. Some, like the move to cloud-based contact center technology , were hastened in the last year. Here are some of the ways call center trends around technology have changed. Major Call Center Technology Trends in 2021.
How omnichannel creates seamless customer service experience
Hodusoft
AUGUST 17, 2022
How omnichannel creates seamless customer service experience. It’s simple; all they need is an ‘omnichannel approach’ in their Customer service journey! When you introduce an omnichannel customer experience , you’re up for an integrated, consistent, and real-time customer experience across multiple channels!
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Contact Center Technology Trends to Watch in 2022
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.
How to Find Best Hybrid workforce Contact Center Software in 2022
Hodusoft
FEBRUARY 16, 2022
How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Role of contact center software in managing a ‘hybrid workforce’.
Five Reasons Why E-commerce Players Need Social Media Contact Center Software
Hodusoft
AUGUST 9, 2021
EasyFive Reasons Why E-commerce Players Need Social Media Contact Center Software. Many e-Commerce players using Social Media Contact Center Software for better CX. Businesses understand that customers are today multi-platform shoppers, which has made omnichannel presence a cornerstone of great customer experience.
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The State of the Contact Center in 2020 | Peter Ryan Interview
Fonolo
FEBRUARY 11, 2020
A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. The real reason why companies are investing more in their contact centers.
Converse 2022
Uniphore
JANUARY 4, 2022
Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. CX and Contact Center Leaders. Conversational AI Platform. Trust Frictionless agent verification. Learn from Industry Experts.
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Why should you move from Legacy PBX to Modern Contact Center Software?
Hodusoft
OCTOBER 26, 2021
Why should you move from Legacy PBX to Modern Contact Center Software? Organizations using legacy PBX (Private Branch Exchange) or enterprise phone systems are giving way to prioritize customer service with modern contact center software. . Contact center software. Not just an upgrade from PBX to IP PBX .
How to Buy Contact Center Software: A Guide
Fonolo
DECEMBER 1, 2022
With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . But how do you buy the call center software and choose from the countless options in a very competitive marketplace? billion in 2022 to US $93.7
20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them
Callminer
OCTOBER 11, 2018
She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. First contact resolution (FCR) measures might be…”. The single most undervalued/overlooked call center metric which is not tracked by most contact centers is…”.
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Omnichannel Strategies for BFSI: Enhancing Customer Experience with Contact Center Software
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? To fulfill these demands of the customers, organizations in the BFSI field require well-planned omnichannel strategies. What Do You Understand by Omnichannel Strategies?
Leading Contact Center Conferences and Events
Fonolo
MAY 10, 2023
Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered!
Contact Center Digital Transformation – The Essential Stages for a Smooth and Successful Transition
Comm100
OCTOBER 25, 2021
Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers. In this article, we’ll explain why contact centers need digital transformation, and what steps you need to take to ensure a smooth and successful transition throughout your organization.
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