Hodusoft

APRIL 5, 2023

Sophisticated call center software will streamline your calls and automate most of the mundane tasks, your agents’ efficiency and productivity. In the age of multichannel communication, you can consider investing in high-quality omnichannel contact center software. Here are some stats to prove it.

Best practices 52

Best practices Call Center Management call center software 52

VocalCom

SEPTEMBER 2, 2019

Are customers receptive to marketing information on your social channels? For example, large call volumes might mean that it’s necessary to implement customer service on faster, more cost-effective channels such as live chat, Facebook, or Twitter. Are customers satisfied after each interaction?

Multichannel 48

Multichannel Contact center software CRM Contact Center 48

VocalCom

OCTOBER 16, 2017

What began as a fun and innovative way to communicate with friends is now an essential business tool for delivering customer service. Here are six social customer service rules your brand needs to know—and follow—right now. Social customer service must be a priority.

Customer Service 54

Customer Service Contact center software Customer advocacy Contact Center 54

VocalCom

JUNE 24, 2019

While customers typically appreciate these improvements, the human touch is still in high demand—and remains what truly turns a business transaction into a long-term relationship. According to Microsoft, 30% of consumers claim that not being able to reach a human is the most irritating part of a bad customer service experience.

Customer Service 48

Customer Service Contact center software Contact Center Surveys 48

Hodusoft

JANUARY 1, 2023

But with changing times and a rapidly evolving digital landscape, traditional telephones and switched networks aren’t adequate to handle a torrent of incoming calls or make a massive volume of outgoing calls suitable for a professional call center. What is Call Center Software? Let’s discuss each in brief detail.

call center software 52

call center software Call Center Multichannel Interactive Voice Response 52

VocalCom

JUNE 18, 2018

According to a recent study by West Unified Communications Services, 74% of the customers surveyed were frustrated that service was only available during business hours. Customers may benefit from longer support hours, while employees may enjoy better working hours.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

VocalCom

FEBRUARY 12, 2018

You may think so, but your customers may disagree. A recent study by Conduent, which surveyed customers in the U.S. This statistic is hardly unique, as many studies reveal the same sentiment. Take measures to enforce security within the contact center and from the customer’s side.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

VocalCom

MARCH 26, 2018

Making purchases online comes with risks, and companies that fail to protect their customers lose trust. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. Give customers reliable self-service options.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

VocalCom

FEBRUARY 5, 2018

Customers today want to feel respected, understood, and excited when they interact with your company. According to a study of customer emotions conducted by Motista, customers who feel both satisfied and emotionally connected to a brand are 52% more valuable than those who are just highly satisfied. An honest reputation.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

VocalCom

OCTOBER 24, 2017

Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. However, IVR menus must be tested regularly to make sure customers are being routed efficiently and that information is truly up to date. Integrate self-service with your omnichannel strategy.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

VocalCom

JANUARY 22, 2018

Many brands are achieving this goal by offering stronger service and personalized content through artificial intelligence and geolocation. Here are five ways personalization impacts customers’ purchasing habits and drives sales success. They become loyal customers.

Personalization 90

Personalization Sales Contact center software Upselling 90

VocalCom

DECEMBER 4, 2017

In the past few years, many companies have recognized the power of AI for revolutionizing the sales and customer service processes. Intelligent assistants and chat bots are helping customers with tasks ranging from checking the weather to purchasing items online. The human role in customer service will shift.

Sales 0

Sales Contact center software Self service Contact Center 0

VocalCom

DECEMBER 25, 2017

Chat, SMS, social media…there are so many channels these days for customer service. Not only do customers have their preferred channels, but they are also expecting you to deliver the best service possible on these channels at all times. But is it really necessary for your brand to use them all? In short, absolutely.

Contact center software 88

Contact center software Surveys Contact Center Customer retention 88

VocalCom

FEBRUARY 19, 2018

According to a Wistia study, two minutes is an ideal length of time for a brand video. After that, concentration drops considerably, with many customers leaving the videos unfinished. By engaging customers through video in creative ways, your company can foster a deeper connection with them for the long term.

Contact center software 96

Contact center software Entertainment Advertising Contact Center 96

VocalCom

AUGUST 5, 2019

Whether using chatbots or speech-based assistants, these brands integrate AI into their omnichannel experience—often in their messaging applications—to drive stronger sales and customer service. And if customers enjoy the perks of this technology, it is because the contact centers that are using it are driven to be more efficient.

Contact Center 48

Contact Center Contact center software Chatbots Self service 48

VocalCom

NOVEMBER 5, 2018

Sometimes, customers may call you because your other channels are failing to help them (assuming that they don’t give up and seek out your competitor instead). A Google study found that 59% of customers who call a brand in the middle of a purchase want a quick answer. They think they will get a faster response.

Contact center software 59

Contact center software Contact Center Technology Personalization 59

VocalCom

MARCH 25, 2019

To put it simply, millennial customer experiences should be considered the gold standard for how you treat all your customers. No, millennials don’t like long customer service interactions. Facebook and Twitter are excellent for engaging in customer service interactions as well as sharing brand news and video content.

Contact center software 54

Contact center software Advertising Contact Center Chatbots 54

VocalCom

MAY 20, 2019

According to Big Commerce, 77% of customers read product reviews before making a purchase. Display product reviews prominently, and designate customer service agents to monitor them. Potential customers will trust you more for featuring all kinds of honest commentary on your website and taking the time to solve any issues.

Contact center software 54

Contact center software Self service Advertising Contact Center 54

VocalCom

JULY 31, 2017

Taking the perspective of the customer is essential to understanding his experience with a brand. For this reason, many companies are using customer journey mapping to study the user experience and learn where improvements can be made. Identifying gaps in service or communications. Increased sales.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

VocalCom

APRIL 2, 2018

In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. As many studies have shown, digital channels are favored only when they work seamlessly. You can only offer great service when you know what your customers expect from you.

Interactive Voice Response 48

Interactive Voice Response Contact center software Average Handle Time Self service 48

VocalCom

NOVEMBER 26, 2018

First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. While resolving an issue quickly may restore faith in a customer, minimizing his effort to begin with is the greatest way to earn his trust. The truth is, not much.

Customer effort 48

Customer effort Average Handle Time Contact center software Interactive Voice Response 48

VocalCom

AUGUST 21, 2017

Here are five key terms that drive great customer experiences and keep the customer’s interests at heart. Great customer experiences begin with trust. According to a study conducted by the public relations agency Cohn & Wolfe, the number one quality customers demand from brands is honesty about their products and services.

Customer Experience 48

Customer Experience Abandon rate Contact center software Interactive Voice Response 48

VocalCom

AUGUST 6, 2018

When you think of how artificial intelligence is being used in customer service these days, chatbots may come to mind. Indeed, chatbots have redefined the way in which customers interact with brands, helping consumers find answers more quickly and make purchases more seamlessly.

Customer Experience 48

Customer Experience Chatbots Big data Contact center software 48

VocalCom

DECEMBER 10, 2018

Many people will tell you that customer experience has gone digital. Indeed, a Big Commerce study states that 51% of Americans prefer to shop online, and a whopping 96% of this demographic has made an online purchase in their life. The post 5 Ways to Make Customers Choose Your Brand appeared first on Vocalcom Blog.

Contact center software 54

Contact center software Telecommunications Contact Center Chatbots 54

VocalCom

JULY 2, 2018

Customer data has long been a sensitive issue. A Pew Research Center study found that 64% of Americans had personally experienced a data breach, and nearly half of all Americans do not trust the federal government or social media sites to protect their data.

Management 48

Management Contact center software Government Contact Center 48

VocalCom

OCTOBER 2, 2017

Our modern digital era has made it easier than ever to connect with customers, offering them a mix of both human and automated assistance. Otherwise, it’s essential to ask for the customer’s name before offering to assist him. Customers want to be heard, and they may be frustrated when they contact customer service agents.

Contact center software 48

Contact center software Contact Center Customer Service Marketing 48

VocalCom

JANUARY 28, 2019

When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. As sophisticated as technology might be these days, customers still long for the human touch.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

VocalCom

SEPTEMBER 4, 2017

For example, outline the process in numbered steps, use trusted forms of payment, offer customer passwords for secure logins, and provide confirmation numbers with contact information should customers have questions immediately following purchase. Offer timely service.

Contact center software 48

Contact center software Interactive Voice Response Contact Center Sales 48

Hodusoft

FEBRUARY 8, 2024

But now, larger and well-established businesses are using the specialized services of MSPs. As per a recent study , the number is 55 percent to be precise. When an average MSP serves that number of clients then it’s quite obvious that effective communication and customer service are of paramount importance.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

NobelBiz

FEBRUARY 7, 2022

Before giving the extension number, it is better to provide the service or option that goes with it. For example: “For Customer Service, Press 1”, not “Press 1 for Customer Service.” On a more operational level, IVR reporting can assist you in improving customer service management.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

Balto

DECEMBER 5, 2022

In this piece, we’ll provide you with insights into everything you need to know about healthcare contact center software. What is Healthcare Call Center Software? Best Healthcare Contact Center Software Platform Types. AI-Powered Healthcare Contact Center Software.

call center software 52

call center software Healthcare Call Center Contact center software 52

Balto

NOVEMBER 2, 2023

Great contact centers also make use of every single piece of relevant data and care for the well-being and development of their agents. Balto also helps you address the challenges newcomers face when doing their jobs with AI-powered alerts and coaching. minutes, thanks to Balto’s AI-powered, real-time guidance for agents.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Fonolo

FEBRUARY 7, 2013

Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. More than 80% of customers say the experience a company provides is as important as its products. 3 Steps to Eliminate Hold Time in Your Contact Center.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62