Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Quiq

JANUARY 18, 2023

With Quiq’s robust messaging platform, it’s easy for contact centers to manage customer conversations while boosting conversion rates, increasing engagement, and reducing costs. But our little slice of digital nirvana only gets better when you add chatbots into the mix. Enter the business messaging bot.

Chatbots 64

Chatbots Customer Service Airlines Surveys 64

Playvox

FEBRUARY 16, 2024

From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. How Quality Management Processes Have Shifted It could be called the perfect storm for contact centers. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

CX Global Media

MAY 11, 2020

In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. STOP : What are the truths of AI in contact centers? What about the uniqueness of your contact center, the work you perform, and your strategic positioning in your organization.

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. At its most basic, a survey is any set of questions you ask your customers and invite them to respond.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

SmartAction

NOVEMBER 22, 2023

Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty. Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience. Collaborate.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SharpenCX

MAY 10, 2022

Contact centers have long been a critical part of business operations and the customer service experience. Today, companies implement contact center automation tools to meet rising customer expectations and increase the productivity of their human agents. It’s time to embrace the power of contact center automation tools.

Contact Center 76

Contact Center Morale call center software Chatbots 76

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will the AI / chatbot hype start to live up to its promise? This is the latest in their “Inner Circle” series which is based on industry surveys. Will Avaya soar upwards, freshly unburdened from its decade of debt?

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Quiq

OCTOBER 1, 2020

No, this article isn’t about The Governator or Tony Stark taking over your contact center. With all of these advances, it might seem as though we’re living in the golden age of chatbots. We count five foundational principles of a cyborg contact center: 1. Bot Awareness of the Contact Center & Workforce.

Contact Center 96

Contact Center Chatbots Wait times Surveys 96

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Statistics That Demonstrate the Value of Great Customer Service Excellent customer service in the contact center has always been job one. 14% of contact center leaders predict growth of more than 10%.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

NICE inContact

MARCH 3, 2021

Each year, NICE inContact surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses. Last year, we discussed the numerous impacts that the global pandemic had on both businesses and consumers.

Contact Center 71

Contact Center Chatbots Benchmark Surveys 71

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Balto

NOVEMBER 18, 2022

Contact centers are no different. Whether executives view their contact center as a profit center or a cost sink ultimately determines how much investment, or divestment, happens there. A few interesting observations stand out: Three out of four respondents currently use AI in their contact centers.

Contact Center 98

Contact Center Self service Metrics Surveys 98

Outsource Consultants

SEPTEMBER 14, 2021

It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. Try These 3 Contact Center Strategies for Q4 Success. But why would anyone worry about potentially high sales volume? Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Customer Service Life

MAY 11, 2022

Now, before you go thinking that this is a pro-Zendesk article that’s irrelevant to your customer support team or contact center, I believe that many popular support ticketing systems and knowledge base platforms offer similar technology to boost self-service. We certainly take time to celebrate those wins.

Self service 100

Self service Chatbots Metrics Surveys 100

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. So let’s get into it. Those first three are what we’d expect.

Contact Center 62

Contact Center Customer Experience Chatbots Customer Care 62

Balto

JUNE 20, 2023

And if you’re still relying on a traditional contact center model with long wait times, scripted interactions, and frustrated customers, your business is destined to lose a lot of customers, and concurrently, money. Modern contact centers can use conversational AI to meet customer demands. What is Conversational AI ?

Contact Center 52

Contact Center Chatbots Complaint resolution Wait times 52

SharpenCX

JULY 6, 2022

Let’s dive into the 5 things you can do now to prepare your contact center for a recession. Take the steps to prepare your contact center now for an upcoming recession. As a call center, your ability to withstand a recession is truly dependent upon the business as a whole. Your tech stack adds up.

Contact Center 76

Contact Center Self service Chatbots Call Center 76

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? Learn more about Balto AI’s solutions here.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

TechSee

APRIL 26, 2021

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. A January 2021 survey found that 65% of U.S. Vision: A key element for transforming contact centers . The journey toward Visual Transformation in contact centers.

Contact Center 109

Contact Center Self service Upselling Call Center 109

Global Response

MARCH 18, 2022

Omnichannel contact centers: the evolution of customer communication. Or, for some companies, the majority of contacts come over the phone. What is an omnichannel contact center? Keep reading to understand the different types of contact centers. Omnichannel contact center services.

Contact Center 71

Contact Center Call Center Best practices contact center solutions 71

JustCall

MARCH 7, 2023

A dedicated contact center solution strives to meet around 90% of its customer support requirements. With contact center omnichannel software, achieving this is much easier than you can imagine. Recent surveys reveal that brands using omnichannel have a 90% higher customer retention rate than a single channel.

Contact Center 52

Contact Center Contact center software contact center solutions Telemarketing 52

Balto

SEPTEMBER 13, 2022

From chatbots and mobile apps to self-service libraries and loan calculators, the current number of available self-service channels for customers of banks and financial institutions has become unrivaled. But what if a customer needs to dial into the contact center? Why is Personalization Important in the Contact Center?

Banking 52

Banking Contact Center Personalization Self service 52

Fonolo

NOVEMBER 7, 2017

The IVR experience (“press 1 for this… press 2 for that…”) has long been part of the contact center. Many people see chatbots as a natural replacement for the core functions of the IVR. Second, most of the aspects of IVRs that make them hated are likely to translate directly to chatbot form. Chatbots to the Rescue?

Interactive Voice Response 118

Interactive Voice Response Chatbots Abandon rate Contact Center 118

Talkdesk

APRIL 14, 2020

Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. Oftentimes in 24-hour contact centers, agents share desks and equipment – including headsets. Put simply, contact centers are perfect petri dishes for healthcare crises.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81

Comm100

NOVEMBER 13, 2022

A Comprehensive Guide to Chatbot Software. In 2020, the North America chatbot software market was valued at $182 million. Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. Customer service chatbots don’t just benefit the end consumer.

Chatbots 52

Chatbots Wait times Healthcare Banking 52

Calltools

FEBRUARY 8, 2023

Call center abandoned rates are calculated by dividing the total abandoned calls by the total number of calls. Abandon rates can provide insight into the overall performance of your contact center. As such, reducing your abandon rate is essential to running a successful contact center.

Abandon rate 52

Abandon rate Contact Center Interactive Voice Response Abandon Call 52

Balto

APRIL 20, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Contact centers find themselves at a critical juncture. Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. How are they doing this?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

CCNG

JANUARY 31, 2024

Customers want better self-serve options to give them the right answer quickly in a multitude of different ways: chatbots, internal customer portals, external websites, and company apps. According to a recent APQC Survey, 38% of leaders are now recognizing that managing knowledge is a strategic asset within the organization.

CCNG 195

CCNG Self service Best practices Chatbots 195

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. Here are some of the most common customer complaints in contact centers. How to Create a Useful Customer Perception Survey 10.

Contact Center 87

Contact Center Self service Call Center Interactive Voice Response 87

Balto

SEPTEMBER 7, 2022

So, it comes as no surprise that one of the primary challenges identified by financial services contact center employees is the easy access of available desktop tools. In fact, one in five contact center employees has listed desktop tools among their top operational challenges for four years in a row.

Contact Center 52

Contact Center Banking Contact center software Average Handle Time 52

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. As per a study conducted by Clutch, more than one-fourth of small businesses surveyed outsource their customer service to BPOs (business process outsourcing organizations). What is Multi-tenant Contact Center Software?

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Inbenta

MAY 16, 2022

One answer is AI chatbots. In recent years, the ability of AI chatbots to comprehend speech and automate tasks has grown in leaps and bounds. With innovations such as Alexa, Siri, and more, AI chatbots are increasingly being used to perform many menial and tedious tasks that used to bog down the service industry.

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

NobelBiz

FEBRUARY 15, 2023

As a result, self-service is becoming a cornerstone of customer experience in contact centers. In this article, we will explore the importance of self-service customer experience, and why it greatly matters for contact centers. It includes online portals, chatbots, voice-activated assistants, and mobile applications.

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Self service Contact Center Customer Experience Interactive Voice Response 52