TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. Learn how TechSee’s helped Achmea improve their core KPIs and enhance customer satisfaction . Data Analytics.

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

SmartAction

MARCH 7, 2023

What are the key drivers of this explosive growth in the CAI market? Trend #1: IVAs and Automation Intelligent voice assistants (IVAs) process the words a user speaks and converts them into digital data that software can reliably analyze. Let’s take a closer look at the top CAI trends to follow – both in 2023 and beyond.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

Hodusoft

JANUARY 3, 2024

An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. In this blog post, we discuss CCaaS in detail starting from what CCaaS is, its top benefits, its key features, and how you can handpick the right CCaaS solution for your business needs. billion by 2030. What is CCaaS?

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

NobelBiz

AUGUST 22, 2023

Voice over Internet Protocol, commonly known as VOIP, is a technology that enables voice communication and multimedia sessions over the Internet. Unlike traditional phone systems, VOIP operates by converting your voice into packets of data, transmitting them over the web, and reassembling them at the destination.

voip 98

voip Telecommunications Contact Center Contact center software 98

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

NobelBiz

DECEMBER 11, 2023

Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Queue management includes hold music or comfort messages.

Call flow 106

Call flow Interactive Voice Response Customer Experience Contact Center 106

Hodusoft

MAY 10, 2023

In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. This is because many businesses have had to shift to remote work and rely more heavily on customer support services. between 2021 and 2026.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

NobelBiz

NOVEMBER 27, 2023

Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. By automating the collection and organization of call details, businesses can gain valuable insights into their communication activities, improve customer interactions, and drive informed decision-making.

Call Logging 59

Call Logging voip Contact center software CRM 59

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. Account Setup and Verification : Upon receiving a debt, the agency sets up an account for the debtor and verifies all the details.

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

Global Response

DECEMBER 23, 2022

Even basic call centers have a variety of software requirements, from essential call center operating software to software for security and recruitment. In this article, we’ll break down the 8 types of software every call center needs, along with key features to look for.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

SmartAction

MAY 23, 2023

The funds will help advance the company’s AI-powered technology platform and expand its commercial team to meet the growing demand for its customer support solutions. From the initial build to ongoing maintenance, SmartAction remains dedicated to its clients throughout the lifespan of their accounts.

Real estate 82

Real estate Virtual Agent B2B Contact Center 82

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. But hyper-personalization digs deeper.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Hodusoft

APRIL 17, 2024

Auto attendant, also known as Interactive Voice Responder (IVR) system is an advanced business phone system feature that automates and simplifies the incoming call process and routes the callers to the most appropriate agent or department. What is an Auto Attendant? But the innovation of entrepreneur and innovator Sanford J.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. Chatbots are software that can hold online conversations through a chat interface. What is a chatbot?

Chatbots 77

Chatbots Customer Service Wait times Banking 77

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. This is especially true for managing customer contacts, which, while vital to growing a business, can have negative impacts if not done well. Call Center Software for SMB. Cloud Contact Center for SMBs.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

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. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

JustCall

MARCH 7, 2023

Customer support is the backbone of every customer-facing business, and your growth relies heavily on your ability to satisfy and retain your customers. But meeting the increasing expectations of your customers is a challenge. And the only way to succeed is through an effective contact center management system.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

Spearline

OCTOBER 28, 2021

It is a type of unified communications as a service ( UCaaS ) that offers voice communications through a third-party host. Furthermore, the Covid-19 pandemic necessitated organizations worldwide to rely on collaboration software as a communications platform for their remote workers.

Telecommunications 98

Telecommunications voip Call flow Enterprise 98

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Software installation and onboarding issues.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

JustCall

JANUARY 5, 2023

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. Some Best Speech Analytics Software. Significance of Speech Analytics.

Analytics 52

Analytics Coaching Call Center APIs 52

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. These include the need to create value for customers on a recurring basis as well as lowering the switching costs for customers. Traditional customer support models will not cut it. What is customer success management or CSM?

Management 52

Management CRM Analytics Customer retention 52

NobelBiz

FEBRUARY 21, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Businesses can utilize this data to gain a significant competitive edge over their competitors while also creating customer loyalty programs. We will also discuss why customer data privacy and security matter for contact centers.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

NobelBiz

FEBRUARY 15, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Businesses can utilize this data to gain a significant competitive edge over their competitors while also creating customer loyalty programs. We will also discuss why customer data privacy and security matter for contact centers.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps.

Self service 85

Self service Management Coaching Contact Center 85

JustCall

APRIL 12, 2023

Customer experience is more important than ever before for companies to gain an edge in today’s highly competitive business landscape. User Interface Comparison For starters, let us get a first-hand experience of the user interface of both these software solutions. JustCall vs Aircall Comparison 1.

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Whether you are that new call center manager or a seasoned pro who wants to pick up some new ideas, we’ve packaged everything you need to know to help you improve your call center performance. But with the opportunity to grow comes with, well, growing pains.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM).

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Calltools

NOVEMBER 15, 2023

in the consumer’s time zone and no pre-recorded voices and/or messages are allowed without the specific written permission of the call recipient. HIPAA Health Insurance Portability and Accountability Act of 1996 ( HIPAA ) is one of the most impactful consumer protection laws. What is Call Center Compliance?

Call Center 52

Call Center Telemarketing Contact Center CRM 52

OctopusTech

AUGUST 31, 2022

The customer service sector is evolving continuously every day. It often seems like a new communication platform is introduced daily which your representatives should use to stay updated by communicating with your clients and ensuring customer satisfaction. What if there are high call volumes of your customers? .

Interactive Voice Response 62

Interactive Voice Response Call Center First call resolution Self service 62

Nicereply

AUGUST 3, 2021

If your business is growing fast, then your customer service ticket volume is, too. At some point, the inquiries and questions from customers can be too much to handle internally. How can you be sure you’re putting your customers in good hands? Ideally, you’ll have an account manager in addition to a team lead.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

JivoChat

JUNE 29, 2023

In the competitive world of E-commerce, going the extra mile and leaving a lasting impression on customers is paramount. A recent study revealed that 94% of consumers think of brand experience as a key factor influencing their purchase decision. But how do you create a brand experience that truly wows your customers?

Analytics 88

Analytics Chatbots Feedback Surveys 88

Solvvy

JUNE 22, 2022

You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately. What is Conversational AI?

Chatbots 119

Chatbots Banking Self service Finance 119

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94