Fonolo

MAY 25, 2022

Employing the right technology for your contact center’s specific needs can cut call center costs incrementally, leading to more productive call center agents who stick around longer and improved customer satisfaction (CSat) scores. 5 Technologies to Help You Cut Call Center Costs. Cloud-based technology.

Technology 87

Technology Technology Contact Center CRM 87

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. And let’s not forget the boom in cloud-based technology adoption. Our Top 6 Contact Center Technology Picks for 2022.

Contact Center 87

Contact Center Technology Technology Artificial Intelligence 87

Fonolo

MAY 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. One of the most talked about in recent years is the Visual IVR, for its hugely positive impact on customer experience. Customer Experience Leaders Share Their Industry Trend Predictions for 2021. Read on for a crash course!

CX 132

CX Contact Center Omnichannel Customer Satisfaction 132

ECXO

AUGUST 21, 2024

In customer experience, focusing solely on one aspect, like automation or cost-saving, without balancing it with human touch and empathy can lead to dissatisfaction. Successful organizations strike a balance between technology and human interaction to ensure a holistic and enriching customer journey.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

Callminer

FEBRUARY 21, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics.

Contact Center 210

Contact Center CRM Technology Technology 210

Fonolo

FEBRUARY 14, 2023

As technology gets smarter and more intuitive, so does the contact center that benefits from it. Call center automation is the practice of using technology to tackle manual, time-consuming tasks on behalf of your agents. Call centers have always relied on different forms of automation to provide swift service to their clientele.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Hodusoft

APRIL 24, 2025

Insurance companies are doing whatever it takes to retain more policyholders, including leveraging sophisticated technology solutions such as AI-powered contact center software. In today’s time, all customers want fast and simple service. If the claims processing is slow and confusing, it affects customer satisfaction.

Contact Center 52

Contact Center Customer Retention Data Entry CRM 52

Callminer

APRIL 26, 2017

First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call , with no follow-up required.

Contact Center 140

Contact Center Social Media Customer Satisfaction Customer Relationship Management 140

Hodusoft

APRIL 16, 2025

At HoduSoft, we have helped telecom companies and communication service providers of various sizes manage high call volumes efficiently without compromising on customer satisfaction or service quality. The sheer volume of incoming calls daily affects agent performance, which in turn affects customer satisfaction.

Contact Center 52

Contact Center Customer Satisfaction CRM Customer Service 52

Fonolo

MAY 25, 2022

Employing the right technology for your contact center’s specific needs can cut call center costs incrementally, leading to more productive call center agents who stick around longer and improved customer satisfaction (CSat) scores. 5 Technologies to Help You Cut Call Center Costs. Cloud-based technology.

Technology 67

Technology Technology Contact Center CRM 67

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. And let’s not forget the boom in cloud-based technology adoption. Our Top 6 Contact Center Technology Picks for 2022.

Contact Center 67

Contact Center Technology Technology Artificial Intelligence 67

ECXO

MAY 29, 2024

Additionally, cross-functional teams can help identify customer pain points and develop innovative solutions to address them, ultimately leading to increased customer satisfaction and loyalty. By thoroughly understanding different customer segments, teams can tailor experiences to meet specific needs and preferences.

CX 156

CX Innovation E-commerce Real Estate 156

TeamSupport

DECEMBER 20, 2023

Embracing an omnichannel approach ensures that customers can switch between channels without losing the context of their requests. Implementing advanced customer relationship management (CRM) systems can help streamline information, allowing agents to provide more personalized and efficient support.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

ECXO

MAY 11, 2023

Before we continue, there’s a good definition from Gartner on what is meant by customer centricity: ‘Customer centricity demands that the customer is the focal point of all decisions related to delivering products, services and experiences to create customer satisfaction, loyalty and advocacy.’

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. CRM stands for Customer Relationship Management. Lets get started.

CRM 52

CRM Customer Feedback NPS Touchpoint 52

Totango

MAY 24, 2022

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. A customer relationship management app is software used to store data about prospect and client interactions in a single database to support sales, marketing, and other business functions.

CRM 96

CRM Customer Relationship Management Customer Relationship Sales 96

Intercom, Inc.

MAY 13, 2022

They also care deeply about customer service. What technologies are required for a call center? Examples of call center technology include: Voice-recognition software that routes customers to specific representatives based on voice prompts. Customer relationship management dashboards that provide reporting functions.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

SugarCRM

JULY 7, 2022

It has reshaped how business leaders think, how staff wants to work, and customer expectations. Technology for collecting, managing, and advancing customer interactions is vital for all businesses. Customers recognize scenarios that are often beyond the normal limits of a company’s control.

Technology 55

Technology Technology Data Entry ML 55

Fonolo

MAY 23, 2023

Hyper-personalization in the contact center is a customer experience strategy that uses advanced technologies and data analytics to deliver tailored interactions. The solutions are all based on a customer’s specific preferences, behaviors, and needs. It minimizes frustration and enhances overall satisfaction.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

ECXO

SEPTEMBER 30, 2024

Creating a feedback loop helps ensure that all teams are aligned with the customer’s needs and expectations. By establishing shared objectives centered around customer satisfaction, teams can work towards a common vision.

Sales 156

Sales Customer Experience Innovation Customer Feedback 156

Fonolo

NOVEMBER 3, 2022

Gather Your Data: Customer satisfaction score. Find inefficiencies in your technology and determine how to correct them. You could have the best agents in the world but if your technology doesn’t allow them to properly serve customers, their talents won’t get put to good use. Average handle time. Agent engagement.

Contact Center 128

Contact Center Net Promoter Score Start-ups Customer Relationship Management 128

Hodusoft

MAY 10, 2023

The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends. Improved customer service: Knowledge of call center terminologies helps agents to better understand customer inquiries and provide accurate and relevant responses.

Social Media 100

Social Media Customer Satisfaction Artificial Intelligence CRM 100

Totango

AUGUST 11, 2022

Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. In this article, we’ll show you how to build client relationships digitally with your SaaS customers. Customer satisfaction and feedback surveys.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

Customer Experience Matrix

MAY 24, 2007

Perhaps the most substantive finding was that while 74% of the executives who implemented new customer self-service systems believed they now had higher customer satisfaction, only 14% of their customers rated their experience as “much better”. Twenty two percent actually said service had gotten worse.

Technology 48

Technology Technology Customer Service Customer Relationship Management 48

Hodusoft

JANUARY 30, 2025

Enhanced customer satisfaction, improved retention rates, and stronger brand loyalty that drives business growth. On the other hand, a unified experience helps businesses build trust, enhance customer satisfaction, and drive brand loyalty. The result? Here, Omnichannel is the Right Solution!

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 105

Customer Satisfaction Actionable Insights CRM Social Media 105

Retently

MAY 31, 2024

Candidates should be able to quickly learn and adapt to new technologies. Customer-Centric Attitude : The best candidates genuinely care about customer success and are dedicated to helping customers achieve their goals. A smooth onboarding process sets the tone for a positive customer experience.

Net Promoter Score 145

Net Promoter Score Engineering Customer Retention Customer Feedback 145

Comm100

SEPTEMBER 19, 2022

Engaged customers mean greater retention, which in turn increases conversions and maximizes revenue. Here are three essential AI chatbot features that will help your company improve engagement and customer satisfaction. There are, however, some technologies that may be used to implement NLP in your Chatbot.

Social Media 90

Social Media Artificial Intelligence AI Customer Satisfaction 90

Hodusoft

DECEMBER 26, 2024

Enhanced Customer Satisfaction As most customers want and expect omnichannel communication from BPOs, they are more likely to be satisfied when they experience a seamless and consistent service across all channels. Omnichannel support isnt just about technology. The list is very long indeed.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn. Now let me take a step back.

AI 143

AI Machine Learning Social Media Customer Relationship Management 143

Shep Hyken

DECEMBER 9, 2022

A study by Aspect Software found that companies that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to companies that don’t. . A contact center CRM is a customer relationship management system that’s designed specifically for contact centers.

Contact Center 108

Contact Center Sales Omnichannel CRM 108

Hodusoft

JULY 19, 2023

It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.

CRM 98

CRM Compliance Customer Satisfaction Artificial Intelligence 98

Intercom, Inc.

OCTOBER 1, 2022

More often than not, today’s customers prefer doing their own research and problem solving to speaking to a customer support representative. They also prioritize being able to resolve issues quickly as a key customer satisfaction metric. What are the best practices for a customer self-service strategy?

Machine Learning 104

Machine Learning Omnichannel Customer Satisfaction Customer Relationship Management 104

Hodusoft

MARCH 26, 2025

Technology? ” The quote pretty much sums up the importance of communication and customer service for e-commerce companies. Warner III rightly said, “In the world of internet customer service, it’s important to remember your competitor is only one mouse click away.” Or communication? You guessed it right!

E-commerce 52

E-commerce Contact Center Omnichannel Net Promoter Score 52

Hodusoft

MARCH 1, 2021

Customer satisfaction has become a key priority for businesses. They are making all the possible efforts to augment the customer experience so that they can build a loyal customer base and enhance their business growth. Over a period of time, contact centers have evolved drastically.

Contact Center 98

Contact Center CRM Start-ups Customer Relationship Management 98

Fonolo

JUNE 18, 2019

A study conducted by Forrester Consulting on behalf of Ada showed that personalized customer service has a variety of benefits for the company providing these customized experiences. Despite the clear benefits of personalized customer service, only 5% of companies said they were implementing customized experiences regularly.

Customer Service 91

Customer Service Machine Learning Customer Relationship Management AI 91

Hodusoft

NOVEMBER 17, 2021

Modern consumers are technologically inclined and driven by efficiency. Customer care executives should be able to give them the service they anticipate. Interactions on multiple channels are automatically synced, making it easy for representatives to review the entire conversation history before assisting a customer.

Contact Center 98

Contact Center Omnichannel Social Media Artificial Intelligence 98