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…”.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

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?

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

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.

Contact Center 98

Contact Center Social Media Artificial Intelligence Omnichannel 98

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

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’.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

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.

Contact Center 98

Contact Center Social Media Omnichannel Technology 98

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…”.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Fonolo

DECEMBER 17, 2019

It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. In order to keep up with the demands of modern consumers, the contact center is destined to evolve further, into the ‘Customer Experience Hub’ of the future.

Contact Center 76

Contact Center Social Media Omnichannel AI 76

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

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

Hodusoft

DECEMBER 26, 2024

Why Every BPO Needs an Omnichannel Contact Center for Success? Equipped with smartphones, they would rather prefer to send text messages, instant messages, emails, or engage through webchat or social media. They need to adopt omnichannel communication to remain at the forefront in delivering exceptional service.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

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?

Contact Center 59

Contact Center Omnichannel Customer Experience Social Media 59

Taylor Reach Group

OCTOBER 31, 2017

Recently I was asked to participate in an expert round-up on How Fortune 500 companies Manage Their Contact Center(s). More specifically, I was asked to provide insight on the importance of consistency among different channels within a Contact Center. This perception forms the basis for our interaction expectations.

Contact Center 84

Contact Center Social Media Omnichannel Technology 84

Zendesk

JUNE 9, 2022

This business should have invested in an omnichannel customer experience, which would have united online and offline channels—and likely resulted in a sale. But according to the Zendesk Customer Experience Trends Report 2022 , only a third of companies are omnichannel. Only a third of companies are omnichannel.

Omnichannel 98

Omnichannel Social Media CRM Sales 98

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. Industry Report: State of the Contact Center 2022.

Contact Center 81

Contact Center Omnichannel Social Media Retail 81

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately.

Contact Center 170

Contact Center Social Media Education Technology 170

Fonolo

MAY 7, 2019

The call center remains the ideal avenue to funnel in customers who are less tech-literate as well as those with more complex concerns. However, social media is an excellent avenue to resolve less complex concerns that a buying public are hoping to resolve quickly. Their presence on social media is no exception.

Social Media 70

Social Media Customer Service Omnichannel Social Listening 70

Fonolo

JANUARY 15, 2019

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). Today’s digitally-savvy customers have zero tolerance for bad customer experience; this certainly includes their experiences with contact centers.

Contact Center 80

Contact Center Omnichannel Artificial Intelligence AI 80

Fonolo

OCTOBER 10, 2019

If you were to check your company’s social media mentions right now, there is a very good chance you would find customers trying to get your attention. Power , 67% of online users are leveraging social media to get in touch with companies for support. Some brands are funny on social media. According to J.D.

Social Media 73

Social Media Customer Service Social Listening Omnichannel 73

Zendesk

SEPTEMBER 5, 2023

Businesses are delivering on these expectations by embracing omnichannel technology—the integration of communication channels into a single interface. What is an omnichannel contact center? Traditional contact centers operate in separate channels that run the risk of creating information silos.

Contact Center 52

Contact Center Omnichannel Social Media AI 52

Fonolo

MAY 19, 2022

The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. Industry Report: State of the Contact Center 2022. Our Top 6 Contact Center Technology Picks for 2022.

Contact Center 87

Contact Center Technology Technology Artificial Intelligence 87

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Taylor Reach Group

SEPTEMBER 29, 2020

The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. On-premise contact center infrastructure is dead.

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85

Fonolo

APRIL 1, 2021

This KPI is essential for contact centers to measure how their customers feel about their service. The tricky thing is, CSAT scores can be affected by a wide range of activities in the call center. This will help you prioritize the areas to address in your contact center. Offer omnichannel support.

Contact Center 152

Contact Center Social Media Customer Satisfaction Omnichannel 152

CSAT.AI

APRIL 5, 2023

Channels: All the ways customers can reach a brand like phone, email, social media, text, chat (see Omnichannel). Omnichannel : Providing seamless customer support across multiple channels like website, social media, chat, phone and text. Bain & Company, Inc.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Hodusoft

NOVEMBER 22, 2023

Increase ROI of BPO with Omnichannel Contact Center Software Excellent customer service is just as important as excellent marketing efforts. One such tool is omnichannel contact center software. Let’s get a more detailed view of how omnichannel contact center software helps in improving the ROI of BPOs.

Contact Center 52

Contact Center Omnichannel Social Media Compliance 52

Hodusoft

JULY 27, 2020

This situation is entirely avoidable with the use of omnichannel contact center software. With the current emphasis on social media interactions, it could also be termed as the social media customer service software , allowing logistics to interact with both sides on a common platform.

Contact Center 52

Contact Center Omnichannel Social Media Customer Experience 52

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 95

Contact Center Engineering Social Media Customer Satisfaction 95

Hodusoft

AUGUST 3, 2022

7 Ways to Boost Business Revenue with an Omnichannel Contact Center Software. Do you know you can boost your customer retention rate up to 89% by just adopting a powerful omnichannel strategy? A hassle-free and seamless omnichannel experience for your customers is the cornerstone of robust customer service.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Ameyo Callversations

JANUARY 30, 2022

An omnichannel contact center brings together interactions across communication channels like voice calls, social media, email, chats in real-time, WhatsApp, etc., An omnichannel software empowers the agents to revert to customers from a single view, maintaining consistency in supporting customers across channels.

Contact Center 52

Contact Center Omnichannel Social Media Touchpoint 52

Customer Service Life

JUNE 29, 2018

For us in the contact center world, we know it’s expensive to run a full time phone support contact center. It’s even more expensive when that contact center is 24/7. We showcase our brand voice on social media, replying to any direct messages or comments left from customers.

Contact Center 69

Contact Center Social Media Omnichannel Customer Service 69

Callminer

SEPTEMBER 23, 2020

Download the report, The Insider’s Guide to Outbound Contact Centers , to leant more about the outbound calling marketplace, as well as best practices for outbound contact centers. Challenges Outbound Call Centers Face. Outbound call centers face unique challenges in the marketplace.

Contact Center 182

Contact Center Social Media Sales Data Mining 182

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

Fonolo

JANUARY 9, 2020

Advances in communication technology are forcing rapid change in the contact center. To accommodate consumers’ growing expectations and provide 24/7 omnichannel customer support, we’re expecting to see a mass exodus, with as many as 70% of contact centers moving ‘to the cloud’ in the next 12-24 months.

Contact Center 67

Contact Center Artificial Intelligence Omnichannel AI 67

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. Here are some of the most common customer complaints in contact centers. Offer omnichannel customer service Everybody loves options.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Hodusoft

SEPTEMBER 29, 2022

7 Ways How Omnichannel Analytics In Contact Center Can Improve Your CX. An omnichannel customer engagement software is the best solution to overcome this challenge. . An omnichannel contact center software empowers the business with multi-channel integration to deliver consistent CX across every channel.

Contact Center 52

Contact Center Omnichannel CX Actionable Insights 52

Hodusoft

MAY 21, 2019

Call centers need to adapt to changing trends to delight customers. Social media has emerged as one of the largest and the most powerful channels of communication as well as interaction. Social media integration in contact center software can help drive better experience. He can do so on Twitter.

Social Media 40

Social Media Contact Center Customer Experience Omnichannel 40

Hodusoft

OCTOBER 28, 2018

Contact center software solutions evolve to keep in pace with changing tech and customer patterns. That most present CC solutions are omnichannel is a pointer to changing trends influenced by customer behavior. The better option is omnichannel contact center solution with Facebook and Twitter integration.

Social Media 40

Social Media Contact Center Omnichannel CRM 40