CSM Magazine

APRIL 26, 2022

Funding to further enhance its leading technology and bring 360-degree data analytics solution to new markets. Conjura , the leading e-commerce data analytics platform, today announced it raised €15 million in Series A funding. About Conjura.

Analytics 52

Analytics Benchmark industry standards Customer retention 52

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights. This may also contribute to increased FCR rates.

call center software 64

call center software Banking Call Center First call resolution 64

CSM Magazine

JANUARY 28, 2024

Next-Gen MFA addresses the weaknesses of previous technologies by incorporating advanced authentication methods, such as biometrics and behavioral analytics, to provide a stronger defense against unauthorized access. The benefits of multi-factor authentication with a next-gen approach extend far beyond enhanced security.

industry standards 52

industry standards Best practices Finance Healthcare 52

Hodusoft

MARCH 22, 2024

The event provides HoduSoft with the opportunity to connect with industry professionals and discuss how their solutions can transform organizations. HoduSoft’s Participation: What to Expect?

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

HGS

JULY 12, 2017

In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We Best Use of Self-Service Technology.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

Comm100

OCTOBER 30, 2020

We’ll cover some of the best AI chatbot technology in the field, then give you some tips on how to make your final decision. With a wealth of AI chatbot technology in customer service, it can be hard to choose the best chatbot for your business. Today, we’ll give you a shortcut to doing just that. Find out for yourself.

Chatbots 59

Chatbots Technology CRM industry standards 59

Comm100

JANUARY 29, 2021

We’ll cover some of the best AI chatbot technology in the field, then give you some tips on how to make your final decision. With a wealth of AI chatbot technology in customer service, it can be hard to choose the best chatbot for your business. Today, we’ll give you a shortcut to doing just that. Find out for yourself.

Chatbots 52

Chatbots Technology CRM industry standards 52

Call Experts

OCTOBER 5, 2023

Technology and Infrastructure The technology and infrastructure of your chosen contact center can significantly impact your service delivery specifically uptime. Remember to consider the following technological aspects. Look for contact center solutions that offer advanced analytics and reporting capabilities.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

NobelBiz

APRIL 9, 2024

call centers that handle patient information on behalf of healthcare providers and organizations are obligated to comply with the Health Insurance Portability and Accountability Act (HIPAA) that sets standards for the security and privacy of sensitive patient health information. HIPAA Regulations: In the U.S.,

Call Center 104

Call Center Telemarketing Healthcare Government 104

Fonolo

MARCH 17, 2022

Analytical skills. Call center managers should have the analytical skills to interpret the data and translate them into actionable insights. They should feel comfortable making important decisions, whether for hiring agents or picking the right call center technology. Experience working with up-to-date call center technology.

Call Center 91

Call Center Management call center software Average Handle Time 91

CSM Magazine

DECEMBER 4, 2023

Furthermore, the integration of digital technologies, including artificial intelligence, blockchain, and big data, augments these ESG capabilities. The dynamic nature of ESG metrics and their multifaceted relationship with CFP necessitates a detailed and layered analytical approach.

Government 105

Government Morale Finance industry standards 105

CSM Magazine

JUNE 22, 2023

Calabrio leads the charge by placing employees firmly in the driver’s seat, merging cutting-edge technology with innovative design to amplify job satisfaction and performance, regardless of location. Support for Hybrid Operations: The modern workforce demands flexibility and autonomy, irrespective of organisation size.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Cisco - Contact Center

FEBRUARY 18, 2020

Many of our customers across the globe and from many industries have shared with us their struggle to balance the need for innovation with cloud-based capabilities powered by artificial intelligence (AI) to stay competitive while maximizing their valuable on-premises contact center investments in people, process, and technology.

Contact Center 117

Contact Center Enterprise Self service contact center solutions 117

NobelBiz

MARCH 5, 2024

Call Center Analytics vs. Call Center Reporting: Differences The distinction between analytics and reporting can be considered as a cornerstone for strategic decision-making. Call Center Analytics : If reporting is the compass, then analytics is the sextant, enabling navigators to chart a course towards future destinations.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Call Experts

APRIL 8, 2024

Technology and Infrastructure The technology and infrastructure of your chosen contact center can significantly impact your service delivery specifically uptime. Remember to consider the following technological aspects. Look for contact center solutions that offer advanced analytics and reporting capabilities.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Spearline

JUNE 1, 2021

“Although the modern contact center extends to email, chat windows, and social media, the voice continues to be the foundation for customer interactions”, Elliot Mulley-Goodbarne, Technology Journalist for UCToday*, reports in his latest article. According to the Global Telecoms Quality of Service Report, 7.8%

Contact Center 98

Contact Center Telecommunications industry standards Analytics 98

Fonolo

DECEMBER 1, 2022

Tools enhanced with artificial intelligence are a must these days, along with IVR capabilities, smart routing, real-time analytics, and immediate access to caller information and context for agents. . Omnichannel integration has quickly become the industry standard and is appreciated—and expected—by today’s customers. .

Contact center software 87

Contact center software Contact Center Interactive Voice Response call center software 87

CSM Magazine

OCTOBER 19, 2023

As we delve into the intricacies of customer service in the travel sector, we’ll explore how Jayride are not just meeting but exceeding customer expectations, thereby setting new industry standards and enjoying the financial benefits that come with it. If we review Jayride for example.

Transportation 52

Transportation Customer Experience industry standards Analytics 52

Lumoa

JANUARY 31, 2023

At the same time, it’s also an industry-standard metric, which means you could benchmark the results. Now, with the help of modern technology, there’re cost-effective ways to analyze feedback. Modern technologies have made feedback analysis a very simple process. Now, all you really have to do is act on it.

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

Hodusoft

MAY 10, 2024

Virtual call centers leverage cloud-based technology to enable remote agents to handle customer inquiries from anywhere in the world. As communication technology continued to evolve, customers began using various channels (such as voice calls, video calls, email, live chat, social media, and messaging apps) to interact with businesses.

virtual call center 52

virtual call center Call Center Contact Center call center software 52

Hodusoft

OCTOBER 4, 2023

Managing the cost per call is a paramount challenge for contemporary businesses across various industries. As per industry standards, an acceptable cost per call could range anywhere from $2.70 However, the cost per call varies from one industry to the other.

voip 105

voip Real estate Abandon rate Analytics 105

Global Response

JULY 17, 2023

Advanced Features and Integration As the more modern technology, cloud-based solutions come with advanced features and integrations that make your processes and workflows seamless, more efficient and give you advanced optimizations to deliver better service. With cloud-based solutions, your service provider is responsible for the security.

call center solutions 62

call center solutions Call Center Bilingual agents Analytics 62

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. Incorporating advanced technology into your call center can significantly boost productivity and efficiency.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Fonolo

OCTOBER 23, 2018

Examples include FAQ sections on websites, help center blog forums, self-service account creation, password resetting, and interactive voice technology in call centers. Dive Into Your Analytics. The first step towards creating a high-quality customer self-service strategy is to dive right into analytics. Plus so Much More!

Self service 85

Self service Interactive Voice Response Call Center industry standards 85

Real Blue Sky

MARCH 6, 2023

This blog post is not about the technological transformation of the call center into the modern contact center. Just as your organization has core competencies, an outsource provider (OSP) has the knowledge and experience necessary to provide top-notch customer service, leveraging industry best practices to manage customer relationships.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Lumoa

FEBRUARY 16, 2023

In recent years, VoC has gained popularity as new technologies have expanded how companies receive and process customer feedback. Insights from data analytics can help create new product designs or services. Keeping up with industry standards or new trends. Get a free demo of our text analytics or survey analytics tools.

Feedback 94

Feedback Best practices Analytics Surveys 94

Hodusoft

AUGUST 2, 2023

Technology costs Technology is the lifeblood of every business, especially contact centers. Modern contact centers can’t operate without a wide range of technology tools. So technology costs are among the major costs in contact centers. However, the cost per call varies from one industry to the other.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

JivoChat

AUGUST 27, 2023

A Robust E-commerce Platform E-commerce infrastructure refers to the underlying technological and operational framework that enables the functioning of an online retail business. What technology infrastructure is required to support e-commerce and m-commerce? Let’s dig in!

CRM 75

CRM Technical Support Analytics Customer Support 75

Call Experts

JULY 27, 2023

At Call Experts, we routinely hit industry standards and have even received Platinum certification from our industry partner ATSI. In this blog, we will explore how contact centers have transformed the industry and discuss the key metrics that should be tracked to ensure continued customer satisfaction.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This technology is optimal for remote or hybrid contact centers with home-based agents.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This technology is optimal for remote or hybrid contact centers with home-based agents.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

JustCall

AUGUST 23, 2023

But beyond tools and technologies, there’s another vital component. Customer Support Technologies: Leverage cutting-edge technologies like AI chatbots and predictive analytics, and regularly train your team to maximize the potential of these tools for superior service delivery.

Customer Service 52

Customer Service Average Handle Time Feedback First call resolution 52

NobelBiz

FEBRUARY 15, 2023

Key Points: Lousy customer service can be quite costly Your business needs to choose the suitable agents and the right technologies CCaaS tools are a vital component to excellent customer service Why is Customer support service so vital for businesses? The purpose of this technology is to optimize the user’s interactional experience.

Customer Support 52

Customer Support CRM Contact Center Analytics 52

JustCall

AUGUST 26, 2022

This article explains what CCaaS is and how this booming technology has put organizations in control of their customer service. Also, we’ll tell you how this cutting-edge technology is giving organizations a more personalized experience with artificial intelligence (AI-enabled) contextual interaction and emotional intelligence.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Call Center 52

Global Response

MARCH 20, 2023

Implement advanced call routing and IVR systems Aside from agent training, there are other things you can do to reduce AHT as well—and making effective use of the technology available is an important one. Analysis tools such as speech analytics, AI, operational measurements and so on can help you pinpoint bottlenecks in your process.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

Tethr

MAY 18, 2020

Since all services who are able to operate remotely are doing so, offshore BPOs are being challenged with having the advanced technology they need to provide quality service. The tools and technology you carry should be customer-focused as they will impact the kind of experience your customers will have with your products or services.

Customer Experience 94

Customer Experience Coaching Surveys industry standards 94