aircall

JULY 28, 2021

It announced that it would be adopting a hybrid workforce model in response to employee demands. CEO Sundar Pichai explained in a blog post: “Our campuses have been at the heart of our Google community, and the majority of our employees still want to be on campus some of the time. Improving the Employee Experience.

Real estate 104

Real estate call center software Call Center Wait times 104

Momentum Telecom

FEBRUARY 27, 2024

Since MS Teams offers a complete suite of cloud-based features, including instant messaging, file sharing, and video conferencing, many organizations have come to rely on the application to provide work-from-anywhere employees with the tools they need to stay connected.

Wait times 52

Wait times CRM Customer Service Personalization 52

TechSee

JUNE 10, 2021

Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. However, these senior technicians are not skilled trainers, and junior technicians find them difficult to follow using only voice-based instructions.

Self service 207

Self service Analytics Transportation Healthcare 207

Momentum Telecom

MARCH 2, 2024

In this blog, we’re diving into managed SD-WAN and its benefits to help you make the best choice for your business. SDWaaS is a cloud-based service model that provides a complete SD-WAN solution, including hardware, software, and management, delivered as a service. What Is Managed SD-WAN?

Management 52

Management Analytics Technology 52

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It. Absolutely!

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date.

Enterprise 97

Enterprise Real estate Chatbots Construction 97

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Global Response

JULY 17, 2023

Considering switching to a cloud-based call center solution? Compared to legacy solutions, or on-premise contact centers, cloud-based solutions make much more sense—and offer a lot more flexibility—for today’s market. Here’s how. That is: if you’re using something, you pay for it; and if not, you don’t.

call center solutions 62

call center solutions Call Center Bilingual agents Analytics 62

Momentum Telecom

FEBRUARY 28, 2023

While the past few years may feel like a fever dream, IT leaders haven’t forgotten how challenging it was to set up systems to support employees working from home. Today’s platforms are more feature-rich than their predecessors, with advanced capabilities that streamline processes, improve communications, and keep employees happy.

CRM 98

CRM Technology Contact Center Surveys 98

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. This blog will walk you through the basic step by step method to build an anonymous survey. Better probability of getting answers on sensitive questions like money, past-experiences, etc. #2. Wondering how?

Surveys 158

Surveys Construction Personalization Feedback 158

Spearline

AUGUST 26, 2022

Is your beauty sleep interrupted with nightmares of bad user experiences throughout the week? In our blog article about watchRTC , our passive monitoring product, we talked about the benefits of aggregating every available metric for careful scrutiny by your IT and development teams.

Scripts 98

Scripts Benchmark Metrics Contact Center 98

Hodusoft

MAY 11, 2022

Cloud-based PBX has come into the limelight today. For on-premise PBX systems , business needs to set up hardware installation at a physical location. Cloud-based PBX. It also facilitates better CX for customers by ensuring zero latency with real-time customer engagement capabilities over the cloud. .

voip 98

voip Analytics industry standards Government 98

ShepHyken

MARCH 13, 2020

Experience-led businesses have 1.7x higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Customer Experience: A duo of two harmless and normal words. Hence, creating positive customer experiences is a necessity for businesses today. return on spend, and 1.6x

Customer Support 336

Customer Support Customer retention Customer Experience Management 336

Global Response

OCTOBER 17, 2023

For US-based businesses, offshore call centers are typically housed in the Philippines or India. Data Security Vulnerabilities in Offshore Call Centers With offshore call centers, one of the main factors in data security or vulnerability is the geopolitical climate of your offshoring location. Ready to perfect your CX?

Call Center 62

Call Center outsourcing Technology Finance 62

Branch Mesenger

JANUARY 4, 2018

Today, we want to explore some of our favorite blog posts that we've written over the course of the past year. Customer Stories. And, when we're really lucky we get a story like we did with the crew at the Tampa Pizza Hut who used Branch to communicate with employees and maintain operations during a hurricane.

Healthcare 48

Healthcare Banking Enterprise Finance 48

CSM Magazine

JANUARY 17, 2024

In 2023, HubSpot Blog conducted a study entitled The State of Video Marketing in 2023. From the audience perspective, customers use it to keep updated about the latest products, brands and deals. Most customers report that they can watch the entire video and may often replay them a few more times.

Enterprise 52

Enterprise Analytics Marketing Sales 52

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Are Disengaged Employees Really A Concern? Why Isn’t Training Enough To Drive Culture Change?

Employee engagement 79

Employee engagement Banking Coaching Personalization 79

Global Response

JUNE 27, 2023

Once you’ve determined the location, strategy, services and structure that’s right for your call center, you still have one of the toughest parts yet to go—recruiting and hiring. Ideally, your sourcing should be location-independent, or should consider a variety of locations that make sense with your goals.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Global Response

JUNE 13, 2023

However, offshoring leaves a lot to be desired in many cases as well—offshoring to locations like India can result in language and cultural barriers that leave customers feeling disconnected and dissatisfied, can have quality and control issues, and create communication issues due to lack of proximity and disparate time zones.

outsourcing 62

outsourcing Call Center Bilingual agents Education 62

Momentum Telecom

OCTOBER 23, 2023

This blog discusses SD-WAN, and how SD-WAN deployment improves everything from application performance to internet traffic optimization for each branch office of a multi-location business. SD-WANs enable enterprise cloud services to offer superior applications to customers. What Are SD-WAN Services?

Technology 52

Technology Enterprise Accountability Management 52

ProProfs Blog

OCTOBER 30, 2021

Today, customers have diverse needs and one solution for all isn’t going to work. The identification of what customers want is important and based on different factors, marketers need to divide people into market segments. Think about it like a cheat sheet that includes different groups of customers.

Marketing 142

Marketing B2B Advertising B2C 142

ProProfs Blog

MAY 6, 2020

As per Forbes , 80 to 90 percent of employees want to work from home, at least on a part-time basis. . Further, with the advent of disruptive workplace technologies, employees naturally expect their companies to utilize novel means of remote collaboration and aggregation on multiple channels. . Source: Deloitte Millennial Survey.

Management 162

Management Customer Service Best practices Entertainment 162

VirtualPBX

NOVEMBER 29, 2023

Guest Blog From SayNine Business communication changes almost on a daily basis, and it is essential for businesses to try to keep up with the new trends in the sphere. Features such as voicemail-to-email transcription, text messaging , and video conferencing contribute to a more versatile communication experience.

voip 98

voip Analytics B2B Technology 98

Hodusoft

FEBRUARY 16, 2022

Striking a balance between protecting employees from the pandemic and continuity of business is still a major concern for most businesses in 2022. Though many employees continue to work from home, both organizations and employees are exploring the ‘hybrid work model’ for striking the balance. Cloud-based solution.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Global Response

APRIL 27, 2023

When it comes to outsourcing, there’s plenty of myths floating around—we’re here with 40+ years of experience in the customer service industry to help you sort out the facts. Since the call center is located domestically, they assume that they’ll receive the same quality they would receive in-house.

outsourcing 62

outsourcing Call Center Bilingual agents Marketing 62

TeleDirect

MAY 6, 2024

If you want your brand to succeed, it must be someone who understands and respects customer service. Customer service is the cornerstone of every successful operation. Your customers expect and deserve helpful, efficient, and knowledgeable interactions with your team every time.

Call Center 62

Call Center Contact Center Real estate outsourcing 62

JustCall

MARCH 7, 2023

Whenever you hear the term contact center, you imagine cubicles filled with employees, headsets on their heads resolving customers’ queries. A cloud contact center is ideal for businesses looking to optimize their customer service practice with minimal cost and maximum efficiency.

Contact Center 52

Contact Center Cloud contact Contact center software contact center solutions 52

Hodusoft

MAY 24, 2022

The system usually directs calls based on the following factors: Customer’s selection (IVR) Telephone number The selected campaign Time of the day, etc. The system is not only beneficial for the agents but also for the customers. This not only increases customer satisfaction levels but also enhances customer experiences.

Interactive Voice Response 96

Interactive Voice Response Call Center Wait times voip 96

Nicereply

APRIL 27, 2022

To understand CXM and its importance, brands must first absorb the impact good (or bad) customer experience has on their customers and reputation. What is customer experience management (CXM)? Customer Experience is how a customer feels about your brand. The Benefits of CXM.

Customer Experience 104

Customer Experience Management Feedback Surveys 104

Blueship Call Center

OCTOBER 25, 2023

These services cover duties including data entry, bookkeeping, managing human resources, providing IT support, and providing customer service. It is the location of all the necessary but unsexy labour, such as keeping the lights on and the computers functional as well as processing payroll and overseeing employee benefits.

outsourcing 76

outsourcing Customer Care Call Center Technology 76

Hodusoft

FEBRUARY 8, 2023

A modern, hosted PBX system is a cloud-based phone system that allows businesses to make and receive calls over the internet, and can therefore bring numerous benefits to an insurance business where every second matters. Customization: Hosted PBX systems can be customized to meet the unique needs of an insurance business.

CRM 52

CRM Call Logging Analytics Personalization 52

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. So, what does a Chief Customer Officer do and why is this role so important?

Chief Customer Officer 125

Chief Customer Officer Customer centricity Education Best practices 125

Kayako

SEPTEMBER 28, 2022

In today’s world, many companies are focusing on improving customer relationship management, and rightly so. Getting customer service right isn’t easy. New truth: You are competing with the last best experience your customer had.” The challenge for company management is they don’t just have external customers.

Technology 62

Technology Customer Service Multichannel Self service 62

Global Response

MAY 1, 2023

If you’re like most people, you imagine rows of desks with hard-working agents taking incoming phone calls from customers who need help or have questions. Inbound call centers manage incoming customer communications, either by phone or multiple channels. That’s an inbound call center, and it’s one of the most common call center models.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

JustCall

MARCH 7, 2023

The on-premise workers are located at the same facility as the contact center, while the remote workers are located outside the facility, usually at or other locations scattered throughout the globe. The pros include increased flexibility, reduced costs, and improved customer service. What Is Hybrid Work?

Contact Center 52

Contact Center voip Business Process Outsourcing Telecommunications 52

Momentum Telecom

JANUARY 28, 2022

Similarly, you need to provide your employees with the right tools to collaborate with each other and interact with customers. Chances are you’re coordinating with multiple vendors to select and deploy individual cloud-based solutions. That’s precisely the experience we deliver to all our customers. Collaboration.

Management 98

Management contact center solutions Contact Center CRM 98

bold360 Blog

APRIL 1, 2020

No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity. COVID-19 has caused massive disruption in the customer service and contact center space, on both the supply side and the demand side.

Call Center 95

Call Center Management Self service Abandon rate 95