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What is Voice Feedback and How can You Generate Customer Insights From it?

Lumoa

So how do you make the most out of your voice feedback? With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. What is voice feedback?

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How Can You Boost Efficiency and Savings by Outsourcing Your Call Center?

OctopusTech

Understanding Outsourced Call Centers Outsourcing Call Center Services involves entrusting specific business functions, such as customer support, to external service providers. This strategic move enables companies to focus on their core competencies while leveraging the expertise of specialized call center professionals.

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How to Manage Remote Agents

UJET

Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. In fact, according to the 2020 State of Customer Experience report , half of all call center professionals said they are currently using Quality Management solutions to measure success.

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How to Manage Remote Agents

UJET

Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. In fact, according to the 2020 State of Customer Experience report , half of all call center professionals said they are currently using Quality Management solutions to measure success.

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Active Listening is Key to Great Customer Service

Fonolo

7 Tips for Success from Call Center Professionals So, even though actively listening may be a challenge, it’s critical to providing a great customer service experience. This differential actually makes listening harder, because our brains can easily stray in search of stimulation for all that extra capacity.

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How Does Contact Tracing Work?

TeleDirect

Centers for Disease Control & Prevention (CDC), contact tracing has helped slow the spread of the virus. Tools like surveys’ & feedback are critical in piecing together the overall health puzzle associated with any outbreak. A contact center is helpful in identifying everyone associated with contact tracing.

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Join Fonolo at ICMI’s Contact Center Expo & Conference

Fonolo

Produced by ICMI, a trusted advisor in the industry, the Contact Center Expo & Conference educates and motivates professionals looking to further their knowledge in an industry undergoing constant change. Call center professionals know they can rely on the show to deliver a comprehensive, intuitive program.