Integrate Social Media Channels to Transform the Call Center Experience

Win the Customer

Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. TMCNet discusses the answer by describing the modern day customer and the challenge that call centers face as they look to integrate social media channels […].

3 Simple Ways To Upgrade Your Call Center Experience and Win the Customer

Win the Customer

With the growing number of channels by which customers can now contact businesses, call centers must adapt their strategy and structure to leave room for coordination, collaboration, and enhance the customer experience. Call Center Customer Service Technology

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Can your contact center build stronger brand identity?

TRUSTID

Just how important is your contact center to your brand identity? In a recent study by Calabrio, “The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era,” call center agents are feeling the effects of changing customer behavior.

20 #CX Statistics Prove Why Customer Service Matters

Win the Customer

The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools. Did you know that almost one in every 25 jobs in the US is within the contact center industry?

Remove friction from the contact center experience

TRUSTID

When it comes to improving banking efficiencies and protecting customers over the telephone channel, contact center supervisors have traditionally relied on knowledge-based information to authenticate customers.

This Call Center Reduced Abandon Rates by 62%

Fonolo

Velocity takes pride in making its members feel valued, and in creating a positive customer experience, however their current service offering was not meeting these goals. Velocity was struggling with long hold times and a high number of abandoned calls. Smooth out Call Spikes.

When Adding Call-Backs to Your Call Center, Beware The “Free” Option

Fonolo

The call center experience is under great scrutiny from today’s consumers. On the other hand, call center managers have to be cost-conscious in their approach to staffing. 4 Reasons to Add Call-Backs. How We do Call-Backs at Fonolo.

3 Ways to Enhance Customer Experience in the Call Center

Etech

Call centers have come along was from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. The level of service received in a call center can determine whether or not customers continue to do business with a particular company.

Why Call Center BPOs Need to Offer Call-Backs

Fonolo

Many organizations now report that outsourcing decisions are no longer solely based on cost reduction, but to utilize value-added services that improve the customer experience. Read this datasheet and learn the major reasons why call center BPOs can benefit from offering call-backs.

Why We Love Call-Backs (And You Should, Too!)

Fonolo

Consumers today are more demanding than ever, especially when it comes to the call center experience. Meanwhile, call centers are under pressure to live up to these expectations while keeping costs contained. 4 Reasons to Love Call-Backs.

3 Takeaways from Our Live Discussion on Crisis Management for Customer Service [Video]

Fonolo

This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. How Can Call Centers Prepare for Unexpected Volume Spikes? White Paper: 9 Critical Contact Center Trends for 2018.

Surprising Find: Which US States Are The Most Gabby?

Beyond Philosophy

For years, I have talked about the emotional context of your experience both from the emotional state your customers bring to it and the cues your experience provides to them. New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. They analyzed four million phone calls from 2013 to 2015. So they hang up and likely feel disappointed with your experience. Blogs Customer Experience

Survey Data Shows Call-Back Popularity Growing

Fonolo

Today’s demanding consumers have high expectations when it comes to the call center experience. The solution to hold-time is to offer a call-back as an alternative. Call-backs can also be offered on a scheduled basis, where callers can choose a time slot in the future. (We