Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

NobelBiz

MARCH 26, 2024

Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights. Automated customer support: Utilizing automation to handle routine customer inquiries and issue resolutions, freeing up human agents for more complex tasks.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Vistio

JANUARY 16, 2024

As companies strive to maintain their competitive edge and foster customer loyalty, modern contact center technology solutions, like next-best-action guidance and automation, can be invaluable in optimizing processes and empowering agents to deliver outstanding experiences consistently.

Contact Center 52

Contact Center Customer Experience Average Handle Time Analytics 52

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Supervisors rely on these insights to optimize processes and drive performance improvements.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Hodusoft

JULY 19, 2023

Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency. In this blog, we will explore everything related to inbound call center software. Agents are able to handle more calls in less time, enabling enhanced productivity.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

JustCall

APRIL 3, 2024

This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! Wondering how can you avoid call chaos and optimize your team performance? JustCall’s team members’ analytics can help. Drowning in calls during peak season?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

NobelBiz

FEBRUARY 13, 2024

The algorithm predicts when agents will be available and which numbers are most likely to connect. This efficiency reduces idle time and increases overall contact rates. This tool is ingeniously designed to present client information alongside contact details before the call is made.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . 1 Develop Your Contact Center Managerial Skills . He’s right! Are your sales dropping?

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. examine the differences between generative and analytical AI, focusing on the importance of good data and its role in delivering exceptional CX.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Expivia

FEBRUARY 15, 2024

Enlighten Actions: Beyond Analytics Enlighten Actions represents a significant advancement in AI-driven analytics, providing unprecedented insights into customer interactions and agent performance. This tool significantly reduces after-call work, allowing agents to devote more time to customer engagement.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. As per a report , the customer care BPO market is estimated to rise from US$22,598.82

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

JustCall

APRIL 3, 2024

They are tireless assistants handling manual dialing while your agents focus on closing sales or generating leads. With auto dialers, your agents can effortlessly connect with live prospects, avoiding busy signals or voicemails. It gives 5x results by optimizing connections (intelligent routing) and decreasing agent idle time.

Sales 52

Sales CRM Scripts APIs 52

TeamSupport

JUNE 20, 2023

As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout. In this blog, we will explore the five best practices that customer support teams should implement to provide great customer experiences even in challenging times.

Best practices 97

Best practices Self service Chatbots Analytics 97

JustCall

FEBRUARY 3, 2021

Likewise, sales and customer support managers supervise corresponding agents. Ensuring that your agents are doing well on-job is more than just a matter of measuring metrics. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

TeleDirect

DECEMBER 14, 2023

When we call them, we know your services or products that could improve their lives. They’re impressed that we remember them, contact them for feedback and that our communications are heartfelt across multiple channels. They can also determine expected demand to help improve customer service.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

Quiq

FEBRUARY 2, 2023

In this blog post, I’ll share with you what Quiq Insights is, why we built it, and what sets it apart from other analytical offerings. Quiq Insights is a data analytics tool that provides a powerful lens to view your customer interactions, journeys, and more. What is Quiq Insights?

Analytics 80

Analytics Contact Center Engineering Surveys 80

Aspect

MARCH 10, 2020

There is no question that agent satisfaction and customer satisfaction are important factors. Analytics can serve as a bridge to not on ly understand but also improve both agent and customer satisfaction. . A nalytics can help agents be more productive. Here are a few ways: .

Analytics 83

Analytics Contact Center Average Handle Time Metrics 83

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need to modernize my customer and agent experiences to remain competitive.”. “I Do These Challenges Sound Familiar? You’re not alone! Highlights of What’s New.

Contact Center 134

Contact Center Enterprise Self service contact center solutions 134

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where agents can work from anywhere in the world without being tied to one particular place. CCaaS is the acronym for Contact Center as a Service.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. Clear Performance Metrics: Establishing clear performance metrics allows supervisors to track and evaluate agent performance in real-time.

Call Center 52

Call Center Coaching Contact Center Metrics 52

TechSee

AUGUST 14, 2023

Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Call Design

DECEMBER 5, 2023

Enhancing Employee Well-being: WFM professionals have a direct impact on the lives of agents. By involving WFM in strategic planning, senior management can use their expertise to design flexible schedules and implement tools that boost agent satisfaction.

Management 78

Management Analytics Employee engagement Customer Experience 78

Outsource Consultants

AUGUST 14, 2018

4 Social Media Services Contact Centers Provide Businesses. This is where an outsourced contact center can step up to fill in the gap. Contact centers are omnichannel, which means they help companies do more than inbound and outbound call center tasks and help in a variety of different channels and mediums, including social media.

Contact Center 156

Contact Center outsourcing Call Center Analytics 156

Global Response

MAY 1, 2023

However, if you want to: improve the cost-effectiveness of your call center raise your service levels effectively improve CSAT and provide better customer experiences understand staffing needs to manage demand and call volume improve employee retention and satisfaction …then you need workforce management.

Call Center 62

Call Center Management outsourcing Coaching 62

CSM Magazine

APRIL 20, 2022

Embrace analytics to boost your wellbeing strategy. In our last blog , we asked the question ‘what does wellbeing really mean?’ In our last blog , we asked the question ‘what does wellbeing really mean?’ Today’s WEM solutions offer the perfect de-stressing tool for agents, operational supervisors and senior managers.

Technology 52

Technology Coaching Analytics Enterprise 52

Nicereply

NOVEMBER 16, 2022

Part of being a great manager means staying informed of the latest technology, so that you can continually improve your customer experience as your company grows and customer expectations evolve You can get along fine without most tools —for a while. Knowledge base software (for customers and agents). Example: Nicereply.

Management 98

Management Analytics Feedback Surveys 98