Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. Read on and thank us later.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software? Imagine an office building called the contact center.

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Contact center software Contact Center Customer Service Agent burnout 52

SharpenCX

MAY 19, 2020

Creating an employee development plan and offering examples of career paths are vital for both engagement and retention. Especially in the contact center. Contact centers are notorious for high turnover rates. For example, you have an agent named Rachel. What does an Employee Development Plan Look Like?

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Contact Center Brand ambassadors Coaching Metrics 128

Dialer 360

MAY 1, 2023

One way insurance companies can improve their customer experience (CX) is by leveraging contact center software. What is Contact Center Software? Contact center software is a communication solution that enables organizations to manage all customer interactions in a unified platform.

Contact center software 48

Contact center software Contact Center Wait times First call resolution 48

Callminer

NOVEMBER 18, 2020

Steve Bufton is the Director of Contact Center Operations at Donlen (Fleet Management division of Hertz). The contact center industry is rapidly evolving – whether you’re in the fleet space like Donlen or something else – with a variety of macro trends…”. Voice of the Customer, CSAT, NPS and Customer Advisory Boards).

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Calltools

JUNE 1, 2022

Cloud contact center software allows 75% of companies to carry out more agile business operations. That scalability has become essential to your success and growth in your modern call centers. So, here are a few of the key benefits you’ll experience when you use a cloud contact center for your operation: 1.

Contact center software 52

Contact center software Cloud contact Contact Center Interactive Voice Response 52

SharpenCX

AUGUST 1, 2022

Cloud software has done a great job to make migrations as painless as possible. Take SharpenCX’s customer, Instructure, for example. The post 6 Signs Your Legacy Contact Center Software is Holding You Back appeared first on SharpenCX. A lot has changed since companies first jumped on their legacy platforms.

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Contact center software Contact Center Self service Virtual Agent 67

CCNG

MARCH 23, 2021

An autonomous contact center acts as the first line of defense to resolve, not deflect Tier-1 customer service issues without burdening your agents with repetitive, high-volume calls or keeping your customers on hold. Autonomous contact centers use voice AI to speak with customers naturally, understand intent, and resolve their issues.

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Contact Center Average Handle Time Interactive Voice Response outsourcing 195

NobelBiz

FEBRUARY 21, 2022

This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition. Why do you need to upgrade to a top cloud-based contact center software? Why do you need a new contact center software? And here are the telltales.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

Hodusoft

MAY 24, 2022

Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. Many businesses are moving to cloud based contact center software to maximize the flexibility, scalability, and cost benefits. .

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

Hodusoft

OCTOBER 17, 2024

” At HoduSoft, our HoduCC call and contact center software and omnichannel CX suite is powered by cutting-edge AI technology. By using our sophisticated call and contact center solutions, our customers have succeeded in taking their customer service to an altogether different level. It happens by design.”

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Call Center Customer Service Contact center software Chatbots 52

CX Accelerator

JULY 22, 2019

For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. Contact center platforms can import and display the data in an executive dashboard to provide a holistic view of top-level, touch-point KPIs in a single, clean interface.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

SharpenCX

JANUARY 15, 2020

What about the examples of good customer service and the success stories of leaders and employees who ban together to deliver outstanding experiences? Improve your processes and communication with an omnichannel contact center. It’s how you set the best examples of good customer service. They treat employees well.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

CX Accelerator

JULY 22, 2019

For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. Contact center platforms can import and display the data in an executive dashboard to provide a holistic view of top-level, touch-point KPIs in a single, clean interface.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

ShepHyken

JANUARY 3, 2020

They can provide an extra sense of enjoyment, for example by emphasizing to an agent how helpful they have been through their progress on a leaderboard. Examples of gamification. This is another example that is much easier to implement. Maximizing motivation is the main reason that most teams use gamification strategies.

Gamification 149

Gamification Morale Contact center software B2B 149

Hodusoft

MARCH 5, 2025

That’s a perfect example of miscommunication. leverage E-Commerce Contact Center Software to Improve CX Read More Issues E-commerce Companies Face Due to Cart Abandonment High cart abandonment has a devastating impact on e-commerce companies. Don’t worry, we have saved it for you.”

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

Hodusoft

AUGUST 17, 2022

For example, your customer service agent may offer information on a product that differs from the internet, or an online deal won’t be accessible to customers shopping in-store. Interestingly, Hodusoft’s contact center software offers an omnichannel platform for a stellar customer experience. .

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Contact center software Customer Service Contact Center Self service 98

SharpenCX

FEBRUARY 12, 2020

We’re continuing our brand crush series and sharing customer experience examples to show you how companies are shaking up industries and turning CX on its head. As the company continues to expand and change the way we taxi about, we’re exploring 7 ways they’re setting customer experience examples we can all learn from. Get the guide.

Customer Experience 84

Customer Experience Transportation Contact Center Coaching 84

Fonolo

JANUARY 12, 2023

Improved contact center operations . How to Buy Contact Center Software. AI-powered software can also perform sentiment analysis to track your customer’s reactions and emotions in real time during a phone call. For example, a frustrated customer might pause more often, and their tone of voice may go up.

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Contact Center Interactive Voice Response First call resolution Contact center software 138

SharpenCX

APRIL 22, 2020

They’ve continuously innovated to reshape their CX and remove effort for their customers, providing leading examples of how to build a good customer experience. Let’s dive in and learn examples of good customer experience from a brand dedicated to changing the game. That’s why this month, we’re crushing on CVS.

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Customer Experience Scripts Contact Center Contact center software 76

VocalCom

FEBRUARY 5, 2018

For example, Apple customers expressed outrage over the company’s admission that old phones were being slowed down deliberately. Such examples illustrate the need to set clear policies in place, show transparency in all communications, and satisfy unhappy customers in a timely manner. Convenience. appeared first on Vocalcom Blog.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

VocalCom

MARCH 26, 2018

For example, prices and return policies should be clearly outlined on your website, and customers should not be given conflicting information on other channels. For example, agents should be taught to use your company’s security tools properly and follow a protocol. Offer clear and consistent information. Improve agent training.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

Babelforce

NOVEMBER 4, 2021

For example: Your website Company bio Address Phone number. When they discover it, they can contact you via the messaging service. 1 Send and receive WhatsApp messages within your contact center software. Integrating WhatsApp lets agents send and receive WhatsApp messages using your existing software.

Customer Support 98

Customer Support Contact center software Contact Center Interactive Voice Response 98

VocalCom

FEBRUARY 27, 2018

For example, they may assist your customers with changing passwords, obtaining a receipt, or verifying information. When a customer makes contact, chatbots may collect data in order to decide what the next step should be. For example, obtaining a customer’s name would allow a chatbot to access purchase history and service history.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

VocalCom

DECEMBER 31, 2018

For example, moving the customer to another channel may be necessary, or the agent may wish to follow up with him post-contact to ensure that everything was resolved to the customer’s satisfaction. The post 6 Qualities Every Customer Service Agent Should Have appeared first on Vocalcom Blog.

Customer Service 97

Customer Service Contact center software Contact Center CRM 97

VocalCom

JANUARY 1, 2018

For example, the online retailer Zappos—already well-known for its excellent customer service—continues to impress customers with its personalized mobile app. Mercedes, for example, has invited customers to take virtual drives in their cars and look inside the vehicles. A less-explored form of customer engagement is virtual reality.

Contact center software 89

Contact center software Contact Center Chatbots Sales 89

VocalCom

DECEMBER 25, 2017

For example, if a customer makes an initial contact on social media but needs to explain his case in detail, an agent might suggest speaking on the phone. By offering timely service on both channels and giving the customer detailed contact information, the customer is given a rapid and personalized response that fits his needs.

Contact center software 88

Contact center software Surveys Contact Center Customer retention 88

VocalCom

JANUARY 15, 2018

For example, IKEA is using Apple technology to let customers envision furniture in their homes, while Estée Lauder uses a Facebook Messenger bot to recommend lipstick colors to customers once they upload photos of themselves. The post Top 7 Customer Engagement Trends in 2018 appeared first on Vocalcom Blog.

Contact center software 50

Contact center software Chatbots Finance Contact Center 50

VocalCom

MARCH 12, 2018

Identify, for example, the most recurring reasons for customer contact, and take note of any procedures that might be hindering service. Contact center managers can empower agents by giving them greater autonomy. For example, allow employees to communicate their work schedule preferences. Give them autonomy.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

SharpenCX

FEBRUARY 12, 2020

We’re continuing our brand crush series and sharing customer experience examples to show you how companies are shaking up industries and turning CX on its head. As the company continues to expand and change the way we taxi about, we’re exploring 7 ways they’re setting customer experience examples we can all learn from. Get the guide.

Customer Experience 67

Customer Experience Transportation Contact Center Coaching 67

VocalCom

JANUARY 8, 2018

For example, if the customer uses a formal tone, the agent should do the same and refrain from slang words or emoticon use. For example, if the customer has experienced an inconvenience, the agent should offer some kind of gesture to remedy the situation. Agents should always use a natural and friendly tone.

Contact center software 0

Contact center software Surveys Contact Center Analytics 0

VocalCom

DECEMBER 4, 2017

For example, fashion brand Everlane has been using Facebook Messenger successfully, allowing customers to place orders, receive personalized recommendations, and get updates on order status all within the app. For example, brands may offer 24/7 service with or without human support, ensuring that sales opportunities are not missed.

Sales 0

Sales Contact center software Contact Center Self service 0

VocalCom

DECEMBER 11, 2017

For example, visual IVR enables customers to tap their way through visual menus and reach agents quickly. 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.

Interactive Voice Response 89

Interactive Voice Response Customer Service Contact center software Self service 89

VocalCom

FEBRUARY 12, 2018

For example, use Facebook to post engaging video content, respond quickly on Twitter, and use a callback system on the voice channel. Take measures to enforce security within the contact center and from the customer’s side. Provide a secure experience. Digital experiences can unfortunately provoke security issues.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

Callminer

AUGUST 6, 2019

If most of your agents are complaining about the same issues, listen to them, because they are the people who will be spending most of the time with the software.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Social media.

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call center software Best practices Call Center Interactive Voice Response 140

VocalCom

FEBRUARY 19, 2018

For example, if a customer needs help assembling a product, the tutorial may feature a lively animation or a real person with a clear voiceover narration. Rather, think about addressing customer needs and delivering solutions through video. For customer support, this might mean creating tutorials that quickly answer customer questions.

Contact center software 96

Contact center software Entertainment Advertising Contact Center 96

VocalCom

DECEMBER 18, 2017

With lead management software integration , predictive dialers may organize data all in one place. For example, agents are able to access information such as customer profiles and purchase history with great ease. Stronger lead management. The post 6 Ways Predictive Dialers Drive Brand Success appeared first on Vocalcom Blog.

Abandon rate 89

Abandon rate Contact center software CRM Call Logging 89