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?

Contact Center 105

Contact Center Omnichannel Customer Service Customer Expectations 105

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.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

Hodusoft

NOVEMBER 17, 2021

The ultimate guide to the omnichannel contact center software. Modern consumers are technologically inclined and driven by efficiency. The use of an omnichannel contact center makes it simple to keep up with the expectations of a modern consumer. What is an Omnichannel Contact Center?

Contact Center 98

Contact Center Omnichannel Social Media Artificial Intelligence 98

Fonolo

MAY 4, 2021

Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors. Budget-conscious center managers are struggling to up their CX game while managing the cost of upgrading their operations. Upgrade your call center software and infrastructure. The result?

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152

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.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

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.

Contact Center 144

Contact Center Omnichannel Business Growth Technology 144

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

Callminer

NOVEMBER 9, 2020

Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Organizations need to be prepared to effectively combat call center fraud.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

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.

Contact Center 137

Contact Center Government Omnichannel Technology 137

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

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. Call-Back Technology. Let’s dive in!

Contact Center 87

Contact Center Technology Technology Artificial Intelligence 87

Fonolo

JUNE 3, 2021

That’s where call-back technology comes in. This simple and powerful tool has been gaining momentum in the customer service world for its ability to lower call volumes, improve key call center metrics, and boost customer satisfaction. Call-backs work with any call center platform. Call-back technology is totally secure.

Technology 136

Technology Technology Contact Center Customer Satisfaction 136

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

AUGUST 17, 2022

How omnichannel creates seamless customer service experience. The increasing competition due to demanding customers, technological disruptions, and shopping behavior patterns have changed the traditional course of action. . It’s simple; all they need is an ‘omnichannel approach’ in their Customer service journey!

Omnichannel 98

Omnichannel Customer Service Contact Center Touchpoint 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

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 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

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.

Contact Center 98

Contact Center AI Omnichannel Technology 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

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 .

Contact Center 98

Contact Center Omnichannel Artificial Intelligence Machine Learning 98

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 87

Contact Center Healthcare Gaming Innovation 87

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.

E-commerce 105

E-commerce Social Media Contact Center Omnichannel 105

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

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 95

Contact Center Social Media Omnichannel Technology 95

Win the Customer

FEBRUARY 17, 2018

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 Here’s a look at how contact centers compare to call centers and why many companies are making the switch.

Contact Center 93

Contact Center Omnichannel Retail Customer Service 93

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. What are cloud-based contact centers?

Contact Center 98

Contact Center Finance Omnichannel Customer Relationship Management 98

Ameyo Callversations

AUGUST 26, 2021

Contact centers make the spine of your customer experience. Any piece that you miss in the contact center eventually disturbs the experience for the customer. Over the last few years, AI and digital transformation have evolved some new trends, and contact centers fall under that transitioning verticals.

Contact Center 98

Contact Center Sentiment Analysis AI Finance 98

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

JANUARY 18, 2022

Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027!

Contact Center 81

Contact Center Omnichannel Technology Technology 81

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. by JD Fairweather. Quality Management (QM).

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85

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. Call-Back Technology. Let’s dive in!

Contact Center 67

Contact Center Technology Technology Artificial Intelligence 67

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

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. Read on for an introduction to call center automation, plus our top software picks!

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

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

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

Callminer

JANUARY 18, 2021

While the majority of consumers choose to reach out to companies via multiple mediums , many have reported wanting to avoid going through structured IVR systems – so it’s no surprise that communication quality within a contact centre has become more important than ever before. ” – Marketing and Call Center Strategy , CSG.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

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

Hodusoft

MARCH 22, 2022

The Call & Contact Center Expo at Las Vegas started with much fanfare, where HoduSoft showcased its innovative unified communications products. The event took place in Las Vegas Convention Center on 16th & 17th March this year. HoduCC- Call and Contact Center Software.

Contact Center 98

Contact Center Innovation Government Omnichannel 98