Hodusoft

MARCH 13, 2024

This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support. What English author John Philips said for technology tools in general could be said for contact center software in particular.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

SharpenCX

AUGUST 21, 2023

Add customization and personalization. Customization and personalization in customer support and up-selling can help — but it’s important to track your ROI with measurable goals: “Integrate data from [app] by [date] to include personal details in 50% of new call center messages.” The result?

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

SharpenCX

NOVEMBER 21, 2019

Likewise, sending out surveys doesn’t work if you don’t do anything with the feedback you get. As we look to 2020 call center trends, we look past shiny objects. But by 2025, 60% of contact centers believe they’ll intelligently route customers based on agent skills, urgency, lifetime value, or personality.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

SharpenCX

NOVEMBER 21, 2019

Likewise, sending out surveys doesn’t work if you don’t do anything with the feedback you get. As we look to 2020 call center trends, we look past shiny objects. But by 2025, 60% of contact centers believe they’ll intelligently route customers based on agent skills, urgency, lifetime value, or personality.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

Avaya

JUNE 24, 2019

Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. Should a customer want to escalate a bot conversation to a live person, all context gathered during the interaction will be made easily accessible to the agent.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

SharpenCX

NOVEMBER 12, 2019

Only a slim 1% of contact centers think their intelligence strategy is perfect. The rest struggle with siloed data, little customer intelligence, and not enough personalization. To help tear down the barriers between you and your metrics, we’re sharing out call center metrics best practices on customer happiness.

Metrics 64

Metrics Best practices Call Center Surveys 64