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

FEBRUARY 12, 2018

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. Is your company providing a great digital experience? Provide a secure experience.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

VocalCom

MARCH 26, 2018

Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. A BT study found that, while 73% of respondents liked using digital self-service tools, 92% experienced problems using them. So what does this mean for your brand?

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

VocalCom

MARCH 19, 2018

According to a study by Collective Bias, 70% of millennial customers are influenced by their peers when making purchasing decisions. In addition, the study revealed that 30% of consumers are more likely to purchase a product recommended by a blogger who is not a celebrity. Greater peer influence.

Customer Service 90

Customer Service Contact center software Chatbots Entertainment 90

Hodusoft

JANUARY 1, 2023

Things to consider when choosing a call center software. Future of call centers. Types of call centers. When it comes to the classification of call centers, there are six types of call centers—inbound, outbound, automated, multichannel, omnichannel, and virtual call centers.

call center software 52

call center software Call Center Multichannel Interactive Voice Response 52

VocalCom

OCTOBER 24, 2017

A global study entitled “The Self-Service Economy” found that 70% of customers expect a self-service option for handling commercial questions and complaints, highlighting the importance of automation for great customer experiences. The post 5 Ways to Optimize Self-Service Practices appeared first on Vocalcom Blog.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

VocalCom

FEBRUARY 5, 2018

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. As a Walker study affirms, by 2020 customer experience will overtake price and product as the key brand differentiator.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

VocalCom

JANUARY 22, 2018

A Wunderman study found that 56% of customers feel more loyal to companies that demonstrate a deep understanding of their preferences and priorities. If your brand makes an effort to closely match products to your customers’ tastes, their satisfaction will increase. They become loyal customers.

Personalization 90

Personalization Sales Contact center software Upselling 90

VocalCom

NOVEMBER 5, 2018

A Google study found that 59% of customers who call a brand in the middle of a purchase want a quick answer. The same Google study found that consumers are more likely to call a company when making a high-value purchase, such as a car or trip. They think they will get a faster response. They are making a significant purchase.

Contact center software 59

Contact center software Contact Center Technology Personalization 59

VocalCom

DECEMBER 4, 2017

With AI, brands are expected to save even more: According to a study by Juniper Research, chat bots may help cut business costs by more than $8 billion per year by 2022. AI can generate more leads, offer more accurate prospect information using advanced algorithms, and improve productivity in the contact center—all leading to increased sales.

Sales 0

Sales Contact center software Self service Contact Center 0

VocalCom

MARCH 18, 2019

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. Email might actually be a step toward helping the customer use self-service. Don’t waste time.

Customer Service 59

Customer Service Contact center software Self service Contact Center 59

VocalCom

FEBRUARY 27, 2018

A recent Twilio study found that 9 out of 10 consumers want to use messaging programs to contact brands. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

VocalCom

FEBRUARY 19, 2018

According to a Wistia study, two minutes is an ideal length of time for a brand video. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Contact center software 96

Contact center software Entertainment Advertising Contact Center 96

VocalCom

DECEMBER 25, 2017

According to a Forrester study, 50% of shoppers expect to be able to purchase online and pick up in-store. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Contact center software 88

Contact center software Surveys Contact Center Customer retention 88

VocalCom

NOVEMBER 26, 2018

According to a study by Corporate Executive Board, reducing customer effort is key to earning long-term loyalty. For example, long average handling times may indicate miscommunication among departments or insufficient use of contact center technologies such as CRM databases. The truth is, not much.

Customer effort 48

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

VocalCom

MAY 20, 2019

A Nielsen study once concluded that 92% of consumers believe suggestions from their family and friends more than advertising. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Contact center software 54

Contact center software Self service Advertising Contact Center 54

VocalCom

DECEMBER 10, 2018

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. A RetailDIVE study found that 62% of consumers prefer shopping in-store rather than online because they want to see and try out products before making a purchase.

Contact center software 54

Contact center software Telecommunications Contact Center Chatbots 54

VocalCom

FEBRUARY 18, 2019

While some customers may enjoy earning loyalty points toward a major discount, some studies have shown that paid loyalty programs may actually be more worthwhile for customers and companies alike. Rewarding customers for loyalty is a standard practice for many brands.

Contact center software 48

Contact center software Customer centricity Advertising Contact Center 48

VocalCom

JULY 30, 2018

Study social media habits and comments. Study their habits to determine which channels they use most frequently and at which times. A combination of engaging with them personally and studying their habits is key to understanding how to serve them best. Social media offers a wealth of information about your customers.

Journey mapping 48

Journey mapping Contact center software Surveys Feedback 48

VocalCom

MARCH 25, 2019

Furthermore, the same study cites that 84% of millennials believe companies are meeting or exceeding their service expectations. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Contact center software 54

Contact center software Advertising Contact Center Chatbots 54

VocalCom

JULY 31, 2017

For this reason, many companies are using customer journey mapping to study the user experience and learn where improvements can be made. The same study reveals tremendous potential for increased sales. Taking the perspective of the customer is essential to understanding his experience with a brand. Increased sales.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

VocalCom

OCTOBER 16, 2017

Conversely, ignoring complaints is highly damaging—a Conversocial study found that 88% of consumers are less likely to purchase from brands that do not answer complaints on social media. Indeed, a study by Bain & Company found that customers spend 20-40% more when companies engage and respond on these platforms.

Customer Service 54

Customer Service Contact center software Customer advocacy Contact Center 54

VocalCom

JULY 2, 2018

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. Customer data has long been a sensitive issue.

Management 48

Management Contact center software Government Contact Center 48

VocalCom

JUNE 24, 2019

An Invoca study found that when looking at a complicated purchase, 39% of people prefer to speak to an expert advisor while 35% of consumers call when their purchase exceeds $500. Even if you offer excellent digital service, customers sometimes need to talk to an agent. This can be especially true when they need to spend a large sum of money.

Customer Service 48

Customer Service Contact center software Contact Center Surveys 48

VocalCom

APRIL 2, 2018

As many studies have shown, digital channels are favored only when they work seamlessly. A Google study found that 59% of respondents prefer to call a business rather than make contact online with the hope of getting a quick answer.

Interactive Voice Response 48

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

VocalCom

AUGUST 6, 2018

Scientists frequently use big data and AI together when conducting language development studies to predict how the subjects may act in certain situations. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Customer Experience 48

Customer Experience Chatbots Big data Contact center software 48

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. Many companies consider an omnichannel approach the solution to this problem, but there is one question that must be answered: Is your brand accessible 24/7?

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

VocalCom

AUGUST 21, 2017

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. Here are five key terms that drive great customer experiences and keep the customer’s interests at heart. Accountability. Great customer experiences begin with trust.

Customer Experience 48

Customer Experience Abandon rate Contact center software Interactive Voice Response 48

VocalCom

OCTOBER 2, 2017

However, the traditional voice channel is far from extinct—a recent Google study found that 61% of mobile users call businesses during the purchasing phase, with 59% seeking a quick answer and 57% wishing to speak to a real person. When customers feel the attentiveness and empathy of agents, their confidence and loyalty are restored.

Contact center software 48

Contact center software Contact Center Customer Service Marketing 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. Timeliness is essential to trust and has a major impact on sales.

Contact center software 48

Contact center software Interactive Voice Response Contact Center Sales 48

VocalCom

JANUARY 28, 2019

A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. A contact center is considered successful if it’s customer-centric.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Hodusoft

FEBRUARY 8, 2024

As per a recent study , the number is 55 percent to be precise. This blog post explores how a sophisticated communication system such as HoduCC contact center software can coordinate and unify communication across multiple devices and channels and ensure the success of MSPs. Read on and thank us later. It’s a huge number.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

Balto

DECEMBER 5, 2022

Running a contact center in the healthcare space isn’t an easy task. However, call centers can find cost savings, efficiencies, and more when using modern software solutions. In this piece, we’ll provide you with insights into everything you need to know about healthcare contact center software.

call center software 52

call center software Healthcare Call Center Contact center software 52

NobelBiz

MAY 25, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz The Importance of Customer Data in Call Centers Customer Data Platform (CDP) software allows contact centers (and other business models, for that matter) to pull in customer data from any channel, system, or data stream to build a unified customer profile.

call center software 98

call center software Call Center APIs Contact Center 98

Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? How to Calculate Hold Time in a Call Center. What causes long call center hold times? How to Reduce Hold Time in Your Contact Center.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

VocalCom

OCTOBER 29, 2018

According to a Customer Thermometer study, 65% of customers who feel an emotional connection believe the brand cares about people like them. The same study reveals that this positive feeling leads to other bonuses for brands, including lower customer attrition rates and greater consumer spending. Or does this connection even matter?

Contact center software 48

Contact center software Contact Center Chatbots Metrics 48