ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. What is an omnichannel contact center? An omnichannel contact center works like a call center, except the customer can also communicate with customer service representatives through various means.

Contact center software 52

Contact center software Contact Center CRM contact center solutions 52

Hodusoft

JULY 27, 2020

This situation is entirely avoidable with the use of omnichannel contact center software. With the current emphasis on social media interactions, it could also be termed as the social media customer service software , allowing logistics to interact with both sides on a common platform. Can you identify gaps?

Contact center software 52

Contact center software Contact Center Customer Experience Interactive Voice Response 52

Hodusoft

NOVEMBER 6, 2024

Increased Call Abandonment Rates Would it surprise you to know that the lack of quality can increase call abandonment rates ? Long wait times and poor service can drive customers to abandon calls. It can result in lost opportunities for resolution and retention. Aim for rapid call answering—ideally within 20 seconds.

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

Fonolo

JANUARY 12, 2023

Improved contact center operations . How to Buy Contact Center Software. When customers do connect with an agent, in-call sentiment analysis can decode customers’ emotions and offer in-call prompts, supporting agents, and improving metrics like first call resolution.

Contact Center 138

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

Fonolo

DECEMBER 15, 2022

Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys. Invest in the Right Contact Center Software. How to Buy Contact Center Software.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Key Performance Indicators (KPIs) provide valuable insights.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Hodusoft

DECEMBER 6, 2022

The software-based system also provides statistics and analytics to monitor and track contact center performance. 7 ways contact center software improves customer service quality With the modern trends in communication technology, contact center software have become more advanced than ever.

contact center solutions 52

contact center solutions Contact Center Enterprise Contact center software 52

Hodusoft

AUGUST 17, 2022

Interestingly, Hodusoft’s contact center software offers an omnichannel platform for a stellar customer experience. . Use skills-based routing for the customer service call. Skill-based routing improves your first call/chat resolution by 98%. Integrate your CRM with customer service .

Contact center software 98

Contact center software Customer Service Contact Center Self service 98

Hodusoft

MARCH 17, 2020

The finest omnichannel contact center software. Responding to customers on the channel of their choice is the first step and for this, you will want to use the omnichannel contact center software. The easy way out is call center solution with the audio-video conferencing feature.

First call resolution 52

First call resolution Contact center software call center software call center solutions 52

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.

Call Center 52

Call Center Customer Service Contact center software Chatbots 52

Fonolo

FEBRUARY 2, 2023

Let’s explore some of the benefits you can expect from an automated call center. How Automation Can Benefit Your Call Center Improve first call resolution First call resolution, or FCR, is one of the most common KPIs in the contact center. DID YOU KNOW?

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

Hodusoft

SEPTEMBER 4, 2024

First Call Resolution Rate When customers call e-commerce companies, they want the agent to resolve their issues or queries in the first call itself. But how many e-commerce companies manage to provide the desired first-call resolution to their customers?

call center solutions 52

call center solutions Call Center Sales call center software 52

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service?

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

Balto

OCTOBER 22, 2024

“To Script or Not to Script” For decades, call center scripting software has been at the heart of customer service operations, helping call center agents navigate complex conversations, ensure compliance, and provide a consistent customer experience. The future is now, and it’s time to lead it.

Scripts 52

Scripts Call Center Customer Service call center software 52

Hodusoft

SEPTEMBER 29, 2022

An omnichannel customer engagement software is the best solution to overcome this challenge. . An omnichannel contact center software empowers the business with multi-channel integration to deliver consistent CX across every channel. Omnichannel analytics is a powerful feature of omnichannel contact center software.

Contact Center 52

Contact Center Analytics Contact center software First call resolution 52

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service?

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Hodusoft

AUGUST 2, 2023

Modern contact centers can’t operate without a wide range of technology tools. So technology costs are among the major costs in contact centers. The technology costs can include contact center software , customer relationship management (CRM) systems, business phone systems , call routing software, and more.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

Fonolo

JUNE 9, 2020

First Call Resolution (FCR). In an ideal scenario, customers will only need to call your support center once to have their issue resolved. According to SQM group , the average call center has an FCR of 72%, which means that 28% of calls require a follow-up engagement. Did you know?

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

JustCall

MARCH 7, 2023

The Advantages of Omnichannel Contact Center Omnichannel contact center software is not only beneficial for your customers, but it also helps your sales professionals in many ways. Below is a list of some of the most popular Omni-contact center providers. What is meant by ‘contact center solutions’?

Contact Center 52

Contact Center Contact center software contact center solutions Telemarketing 52

NobelBiz

JULY 18, 2023

It’s a system where incoming calls are directed to the most skilled agent in that particular area, ensuring a higher chance of first-call resolution. Brad Butler, Contact Center Software Consultant @NobelBiz Defining Routing Rules – Algorithms Next comes defining the routing rules.

Management 52

Management First call resolution Contact center software Call Center 52

Fonolo

FEBRUARY 14, 2023

To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation. Read on for an introduction to call center automation, plus our top software picks! How to Buy Contact Center Software What is Call Center Automation?

Call Center 142

Call Center Interactive Voice Response call center software Contact Center 142

Hodusoft

MARCH 21, 2024

Choosing the right contact center software can help them deal with their key challenges effortlessly, driving operational excellence and customer-centricity. Before we talk about the role of contact center software for BPOs , let’s delve into some of the most common challenges faced by BPOs.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

Hodusoft

APRIL 14, 2022

Consequently, the customer service and contact centers are evolving rapidly with the latest technologies– cloud, artificial intelligence, and business intelligence platforms to facilitate businesses with a better understanding of the customer service experience. Data can help you to formulate an effective customer experience strategy.

Customer Service 59

Customer Service Contact center software contact center solutions Contact Center 59

Calltools

MAY 3, 2023

This is another handy feature of speech analysis tools — they create scorecards that outline agents’ performance and measure it against KPIs you’ve set, such as First Call Resolution (FCR) , Average Handling Time, and Customer Satisfaction Score, or Csats.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

Hodusoft

JUNE 19, 2024

Interestingly, there is a term for that and it is known as “ skill-based routing ” meaning that all incoming customers calls are routed to the agents with the right skills to address the queries and resolve the issues in the first instance of the contact. How Contact Center Software Help Insurance Companies in Enhancing CX?

Wait times 52

Wait times Interactive Voice Response Contact center software Contact Center 52

Balto

JUNE 13, 2022

In the contact center industry, we talk a lot about the importance of first call resolution (FCR). The more queries we can resolve on the first contact, the more satisfied customers are. Employ Guided Contact Center Software. However, most agents are never asked.

Management 52

Management Contact center software Coaching Contact Center 52

NobelBiz

APRIL 1, 2022

First call resolution and contact center rates are crucial for contact center performance. Training your call center agents entails nurturing and improving skills like active listening and active speaking.

First call resolution 98

First call resolution Contact Center Call Center Customer Experience 98

SharpenCX

AUGUST 21, 2023

First, assess what a “good” first impression means to you and your customers. Fast resolution times? Then, make it SMART by setting smaller goals and adding in KPIs and parameters: “Increase first call resolution by X% within Y [days, months, years].” Consistent, branded messages? Friendly agents?

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

Hodusoft

JULY 6, 2022

Businesses that want to make sure that every call is handled by the highly appropriate agent, HoduCC, a contact center software designed by HoduSoft allows them to do just that.

Interactive Voice Response 59

Interactive Voice Response Customer Experience Contact center software Call Center 59

Hodusoft

JANUARY 1, 2021

There may be a hundred agents working to receive calls and resolve issues. However, the contact center software automatically records calls and such recordings can be analyzed using the real-time analytics & reports feature. It is not humanly possible for a supervisor to listen to each conversation.

Call Center 52

Call Center call center software Contact center software Analytics 52

SharpenCX

JUNE 12, 2023

Continuously track a handful of customer service metrics like average hold time and first call resolution to identify patterns and trouble spots. Monitor Customer Satisfaction Consistency is key to maintaining customer satisfaction. Placing a caller on hold isn’t always a bad thing — it’s often necessary.

Coaching 67

Coaching Morale Contact center software Call Center 67

Talkdesk

APRIL 12, 2019

Call SLA: Call SLA looks at what % of the calls are answered in X seconds. Downtime: How many minutes or hours per month is your contact center software down or unavailable? If downtime is affecting your contact center, check out our 100% Uptime SLA agreement.

Call Center 43

Call Center Metrics First call resolution Contact center software 43

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

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. – Brad Butler, Contact Center Software Consultant @ NobelBiz 2.

Best practices 98

Best practices Call Center Gamification Contact center software 98

NobelBiz

DECEMBER 19, 2021

Invest in contact center technologies Consumers today are aware of their rights and will contact customer support if they are displeased. Between Handling times, customer satisfaction, NPS, etc… Most contact centers don’t know where and how do you draw the line.

Abandon rate 52

Abandon rate Contact Center Abandon Call Wait times 52

NobelBiz

APRIL 25, 2023

By ensuring that your agents are well-trained and knowledgeable, you can minimize call handle times, increase first-call resolution rates, and reduce the need for additional staffing. Investing in employee training is a long-term strategy for reducing call center operating expenses.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Hodusoft

OCTOBER 23, 2020

ROI or return on investment can also be improved in delivering a fluent experience with an improved first call resolution rate with agents. As a part of the contact center software , Video chat uplifts the bar of customer service engagement. . Ultimately, this helps in co-browsing and guest lectures. ·

Contact Center 52

Contact Center Contact center software First call resolution Upselling 52