Hodusoft

JUNE 21, 2023

A Complete Guide to Setting Up a Call Center Are you planning to set up a call center? If yes, then you must know everything about call centers starting from all call center systems to how to select the best call center software and customer service agents. What is a call center?

Call Center 52

Call Center call center software Interactive Voice Response Multichannel 52

aircall

APRIL 10, 2018

The post Aircall’s 2018 Customer Support Strategy Survey (Full Report) appeared first on Customer Experience & Cloud Call Center | Aircall Blog. Key topics include: Strategic objectives & obstacles. Top tracked metrics. Most used channels. Employee development plans.

Surveys 84

Surveys Customer Support Call Center Metrics 84

Serenova

AUGUST 11, 2020

To adequately address these questions, businesses need to employ teams of customer service employees that can answer the call and deliver the optimal experience every time, no matter the nature of the request. How important are call center agents on brand perception, you ask? What is a Call Center Agent?

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Working Solutions

JANUARY 3, 2019

From new insights into the benefits of outsourced customer care to news about what’s going on in our community of clients and associates, 2018 proved to be memorable here at the Working Solutions blog. The post Year in Review: Our Top Customer Service Blog Posts of 2018 appeared first on Working Solutions.

Customer Service 40

Customer Service outsourcing Customer Care virtual call center 40

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience. The struggle is very, very real.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Fonolo

JULY 19, 2018

The headlines were cranked up to eleven: “Google’s Duplex AI could kill the call center.”. Google Is Reportedly Looking to Take Over Call Centers.”. As usual, the press misunderstands the role of the call center, and the forces that might make it grow or sink. Ian Jacobs (@iangjacobs) July 5, 2018.

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”. Where will they invest their time, money, and attention?”.

Customer Support 59

Customer Support B2C B2B Surveys 59

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information. Click here to view the full infographic.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Aspect

JANUARY 30, 2018

Contact Center Pipeline recently released their special report, Contact Center Challenges & Priorities for 2018. The report breaks down common challenges by top industries and contact center size and then shares the priorities leaders should focus on to help eliminate the challenges.

Contact Center 60

Contact Center Call Center Customer Service 60

Fonolo

MAY 10, 2018

In 2018, companies, platforms, and users alike are keeping an even closer eye on privacy and, importantly, verified, trusted, and accurate content. Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Centers incentivize employees to work over the holiday and be prepared. Having more people in the call center doesn't always mean readiness to handle holiday workloads. More Blogs Menu.

Call Center 49

Call Center Management Contact Center Journey mapping 49

aircall

FEBRUARY 26, 2018

2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. As far as things to look forward to in 2018, we’ll be monitoring phone network carriers in real-time. 2018 updates include: Cold and warm call transfers. A Category Breakdown. Media: 8/20.

call center software 59

call center software Call Center First call resolution Technical Support 59

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Some questions were straightforward. Improved Communication.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

NICE inContact

JULY 25, 2019

Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Avoiding job boredom in the contact center is crucial to keeping them around. 2) Ask for Feedback.

Call Center 56

Call Center Gamification Coaching Surveys 56

Stafford Communications

MAY 31, 2018

Stafford Wins 2018 Communicator Distinction Award Doing the same old thing doesn’t get you noticed. It’s this approach that earned us the “2018 Communicator Awards Distinction” in the business-to-consumer print advertising category. Being different does. Recognized for our creative work on behalf of Atlantic NeuroSurgical Specialists.

Healthcare 40

Healthcare Advertising Call Center Consulting 40

Monet Software

DECEMBER 21, 2018

It’s safe to say that 2018 was an eventful year at Monet Software. It is given to vendors that are advancing the call center, CRM and teleservices industries one solution at a time. And the accolades just kept coming for Monet WFO, which this month was named a 2018 Contact Center Technology Award winner.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

The Center for Client Retention

NOVEMBER 28, 2017

Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game. Dig more deeply into these 2018 trends and find creative ways to leverage the most relevant ones. Some exceptional firms are going all-out and competition dictates others will either catch up or fade away.

Customer Experience 85

Customer Experience Entertainment Technology Accountability 85

Outsource Consultants

MARCH 14, 2018

This portion of the blog post is based on an article from CustomerThink. To read the original article, please click the following link: Why Do We Still Need Surveys In 2018? Call Centers Can Help! For these companies, outsource call centers can be valuable partners. Need an outbound call center?

Call Center 52

Call Center Surveys Telemarketing outsourcing 52

Stafford Communications

MAY 31, 2018

Stafford Wins 2018 Communicator Distinction Award Doing the same old thing doesn’t get you noticed. It’s this approach that earned us the “2018 Communicator Awards Distinction” in the business-to-consumer print advertising category. Being different does. Recognized for our creative work on behalf of Atlantic NeuroSurgical Specialists.

Healthcare 52

Healthcare Advertising Consulting Consulting 52

Liveops

JANUARY 6, 2020

In 2018, 36% of the workforce engaged in remote jobs, compared to just 15.8% Virtual call centers such as Liveops provide award-winning blended learning and development opportunities for contractors to complete at their own pace, from anywhere in the country. Visit liveops.com for more information. .

Call Center 77

Call Center virtual call center Surveys outsourcing 77

Serenova

AUGUST 11, 2020

To adequately address these questions, businesses need to employ teams of customer service employees that can answer the call and deliver the optimal experience every time, no matter the nature of the request. How important are call center agents on brand perception, you ask? What is a Call Center Agent?

Call Center 52

Call Center Contact Center Chatbots Quality management 52

NICE inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences.

Call Center 48

Call Center Benchmark Contact center software Contact Center 48

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

Journey mapping 72

Journey mapping Contact Center Enterprise Personalization 72

Talkdesk

DECEMBER 31, 2018

Here at Talkdesk, we’ve decided to take a moment to reflect back on 2018 as we’re about to enter a new year. The contact center industry continued to grow and evolve in exciting ways and the conversation around making the customer experience a focal point increased with powerful momentum.

Contact Center 46

Contact Center Customer Experience Call Center 46

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”. Where will they invest their time, money, and attention?”.

Customer Support 54

Customer Support B2C B2B Surveys 54

OctopusTech

OCTOBER 19, 2019

In a blog post, we published on our site in January of 2018, we talked about how artificial intelligence was reshaping the call center industry. The post Should Call Center Teams be Worried about the impact of AI? appeared first on Octopus Tech.

Call Center 54

Call Center Interactive Voice Response Chatbots B2C 54

The Center for Client Retention

DECEMBER 5, 2017

TCFCR’s 2018 Customer Experience Trends is now available to download as a FREE eBook! Whether it is wearable technology, or voice assistants that better understand and help us, 2018 is sure to see a great deal of new and exciting CX action.

Customer Experience 54

Customer Experience Technology Call Center Customer Service 54

Outsource Consultants

MARCH 9, 2018

Faris provides the following six predictions for contact center trends in 2018: AI will be used to improve customer interaction and improve business processes. 2018 Contact Center Trends: Punching Through the Barrier. 4 Channels Companies Should Utilize with Their Call Center Partners. Shelby Faris .

Call Center 52

Call Center Interactive Voice Response outsourcing Multichannel 52

Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! Shep Hyken (@Hyken) February 1, 2018. You can follow his writing on the HelpScout Blog. — Jeanne Bliss (@JeanneBliss) January 28, 2018.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? The post 2018: New Ways Cloud Will Enhance Customer Care appeared first on inContact Blog. So, what comes next? Digital Transformation. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Contact Center Pipeline

NOVEMBER 2, 2018

You can search our article archive and blog for seasonal tips. Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends and loved ones at Thanksgiving. As always, Pipeline is here to help during this busy time of year. Don’t miss […].

Contact Center 113

Contact Center Call Center 113

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

VocalCom

DECEMBER 4, 2017

Here are five ways blended AI may transform customer service and sales in 2018. To deliver the very best in customer service and conversational commerce, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Sales 0

Sales Contact center software Self service Contact Center 0

Beyond Philosophy

APRIL 4, 2019

How do your call center employees deliver on a brand value of “red?” In simpler terms, when Bert Scroggins phones into the call center to complain, your philosophy should inspire that interaction with some practical application in the Customer Experience. For example, I was chatting with a mobile phone company.

Call Center 326

Call Center Consulting Consulting Benchmark 326

NICE inContact

MARCH 15, 2018

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview !

Customer Experience 48

Customer Experience Education Analytics Customer Service 48

Revation Systems

MARCH 13, 2018

LinkLive’s Spring 2018 Release features both text-to-speech (TTS) and speech-to-text (STT) capabilities, which are designed to help organizations in various sectors simplify engagement and bolster positive relationships. This better equips your call center agents and supervisors in making real-time decisions and strategies.

Chatbots 48

Chatbots Banking Contact Center Healthcare 48

OctopusTech

FEBRUARY 7, 2018

Learn what 2018 has in store for you and apply these top trends to give your customers a unique experience. Millennials today don’t want any irrelevant information, and this is the point companies must look out for in 2018. The post Learn What are 2018’s Top Customer Experience Trends appeared first on Octopus Tech.

Customer Experience 48

Customer Experience Chatbots Call Center Personalization 48