JustCall

MARCH 9, 2023

Providing delightful customer service is as necessary as the quality of your services or products. As per Shep’s ACA 2022 study Top 6 Contact Center Features Every contact center solution provides plenty of features to enhance contact center functionality.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Contact center software 52

CCNG

NOVEMBER 9, 2021

Ten years after we were told that Software is Eating the World, we’re now well aware that The Cloud is Eating the World. Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. CRM has long been in the cloud.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

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

Hodusoft

MARCH 9, 2023

Do you think you provide adequate customer experience (CX) to your customers? A Twilio study revealed 85 percent of brands thought they offered personalized CX. But just 60 percent of customers agreed. As per another study by CallMiner , US businesses lose $35.3 Think again.

Contact Center 52

Contact Center Contact center software Analytics Interactive Voice Response 52

Hodusoft

JUNE 14, 2023

As per a study , almost three-quarters of customers will be loyal to a brand that has friendly customer service agents. Another research found that more than two-thirds of customers said that they would pay more to receive excellent customer service. Let’s look at some stats.

Contact center software 52

Contact center software Contact Center CRM call center software 52

Hodusoft

MAY 10, 2024

The COVID-19 pandemic propelled virtual call centers and contact centers from being supplemental solutions to essential infrastructure. As per recent stats the number of remote call center agents is expected to grow by 60 percent from 2022 to 2024. What Are Virtual Call Centers and Contact Centers?

virtual call center 52

virtual call center Call Center Contact Center call center software 52

VocalCom

MARCH 19, 2018

Sprout Social notes that 73% of social media users follow a brand because they are interested in its products or services. When planning your customer service strategy on social channels, consider these six current trends. Social media influencers play an important role in customer loyalty. Greater peer influence.

Customer Service 90

Customer Service Contact center software Chatbots Entertainment 90

SharpenCX

JULY 17, 2018

If companies want to be successful in navigating today’s corporate terrain, we need to focus more on engineering the customer service experience. Customers expect every interaction is the best experience they’ll have with any given company. A study from Bain & [.].

Engineering 76

Engineering Customer Service Contact center software Contact Center 76

NobelBiz

OCTOBER 31, 2023

To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. Training and Development Invest in regular training programs for your customer service representatives.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

VocalCom

FEBRUARY 27, 2018

Many brands believe that chatbots are key to modernizing customer service. It’s still an early stage for chatbots within the domain of customer experience, and companies need to use them prudently. Here are five tips for optimizing the use of chatbots in your customer service strategy.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

Tenfold - Contact Center Blog

AUGUST 3, 2018

Top of mind for customers is swift and consistent support–hence the rise of omnichannel customer service. Today’s customers no longer simply rely on calling customer support for assistance. Understand your customer’s most preferred channels. First, understand where your customer are.

Best practices 64

Best practices Customer Service Contact center software Self service 64

VocalCom

MARCH 18, 2019

Email might actually be a step toward helping the customer use self-service. A study conducted by SuperOffice found that the average company takes just over 12 hours to respond to emails. However, another study by Toister Performance Solutions, Inc. Don’t waste time.

Customer Service 59

Customer Service Contact center software Self service Contact Center 59

Playvox

APRIL 25, 2023

This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training. A 2022 ICMI study revealed that 34% of contact centers cited training a remote workforce as their biggest challenge. Related Article: Best Contact Center Software for Remote Workers 3.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

JustCall

OCTOBER 22, 2023

Failure to do so may lead to loss of sales, poor customer service, and low productivity. Solution: Implementing Customer Support Analytics Platforms The lack of customer support analytics can be solved by implementing analytics solutions and integrating modern, automated platforms with existing contact center software.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

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 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 small and medium-sized businesses could provide similar customer service as their larger counterparts.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

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

NobelBiz

APRIL 23, 2024

RELATED ARTICLE Intelligent Automation in Call Centers: A Paradigm Shift in Customer Service Excellence Prioritizing Customer Service in Debt Collections The modern debtor expects respectful and empathetic treatment, which is far different from the aggressive collection tactics of the past.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

Playvox

FEBRUARY 13, 2023

But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5% But what’s the real value of a loyal customer? of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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

SharpenCX

OCTOBER 22, 2019

According to research from Jeff Toister , agents without call center wallboards in their work environments are more likely to be at severe risk for burnout. On the flip side, a study out of The Strategic Journal of Business & Change Management linked KPIs to better work. Pull in customer comments and sentiment, too.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

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

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are my customers willing to recommend my product or services to others?

Metrics 49

Metrics Airlines Customer Service Contact Center 49

SharpenCX

OCTOBER 18, 2018

A study from NewVoiceMedia did some digging into the impact of customer service on a company’s success. Turns out, 37 percent of customers leave a company because of unhelpful and rude staff, 30 percent switch to a competitor because they.

Contact center software 59

Contact center software Contact Center Customer Service Customer Experience 59

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

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are my customers willing to recommend my product or services to others?

Metrics 49

Metrics Airlines Customer Service Contact Center 49

SharpenCX

MAY 27, 2020

Download Now: Let real data you collect fuel your customer experience strategies. You and your execs know that customer service is important. And that without loyal customers, your business would fall flat. Research shows, for every cent a company shells out to improve customer service, the ROI is between 34% to 400%.

Call Center 67

Call Center Average Handle Time Customer Service Interactive Voice Response 67

3CLogic

AUGUST 3, 2021

When it comes to waiting on hold, studies have shown that callers don’t have a ton of time to spare. A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

SharpenCX

APRIL 14, 2020

Research says companies with excellent customer experience have employees who are 1.5x The metrics associated with your customer service have power. They tell the story of how your whole company cares for its customers and how your agents contribute. Measuring Quality in your Call Center.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

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

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

NobelBiz

JANUARY 16, 2024

They serve as a direct line of communication, offering personalized interactions that can effectively address customer needs, resolve issues, and convert inquiries into tangible business outcomes. Call center campaigns are important for businesses to maintain a high level of customer satisfaction and to improve their customer service.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Fonolo

JANUARY 18, 2022

COVID Is No Longer an Excuse for Poor Customer Service. The more technology improves, the shorter our attention spans become, according to a study conducted by Microsoft. Pair that with the pandemic delays and poor customer service, and you have a recipe for impatient customers.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81