Aspect

NOVEMBER 28, 2017

Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come. What does this mean for your contact center?

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

Fonolo

SEPTEMBER 28, 2022

Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey? Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey! What is an After-Call Survey For? DID YOU KNOW?

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Hodusoft

JUNE 27, 2024

Omnichannel Strategies for BFSI: Enhancing Customer Experience with Contact Center Software Do you know the top priority of today’s customers? In this blog, you will get to explore the importance of omnichannel strategies in enhancing CX and how contact center software can support omnichannel strategies in the BFSI sector.

Contact center software 59

Contact center software Contact Center Customer Experience Banking 59

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

Hodusoft

APRIL 27, 2022

Omnichannel Contact Center: A Beginner’s Guide to Scale Up. Earlier, call centers had limited resources making it difficult for tech support to handle every query. Today the concept of the omnichannel contact center has transformed the scenario. An overview of Multichannel Contact Centers.

Contact Center 105

Contact Center Multichannel Contact center software Interactive Voice Response 105

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. With the growing customer expectations, enterprises are under great pressure to deliver exceptional service.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Hodusoft

MARCH 24, 2022

The Future of customer service is the Omnichannel Contact Center. Regardless of how the customers contact you, they expect to have their issues resolved on time. An omnichannel solution for contact centers is the perfect solution to meet these requirements. They generate the necessary data to make smart decisions.

Contact Center 105

Contact Center Customer Service Contact center software contact center solutions 105

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Fonolo

DECEMBER 15, 2022

That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. And that can be an undertaking, considering all the areas of the contact center that can affect performance.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Hodusoft

JULY 16, 2021

Call Center and Contact Center Software Difference Complete Guide. Over 50% of customers across all age groups prefer phone communication to reach out to a service team, making it the most-used channel for customer service, a survey by Zendesk found. What is the difference between call and contact center software?

Contact center software 52

Contact center software Contact Center Call Center Interactive Voice Response 52

ROI CX Solutions

JANUARY 8, 2025

Cloud-based contact center software offerings continue to grow 2. Wide adoption of self-service contact center options 4. AI taking center stage in the CX world 5. Omnichannel offerings continue to rise The current gold standard of contact center customer service is omnichannel communication.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. As per a study conducted by Clutch, more than one-fourth of small businesses surveyed outsource their customer service to BPOs (business process outsourcing organizations). Drucker once said “Do what you do best.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. The e-commerce contact center has been realized as one of the most powerful tools in this battle. The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success.

Contact center software 52

Contact center software Contact Center Abandon rate CRM 52

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Communication.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. Contact centers vary widely to suit the needs of a wide range of businesses. A customer-facing company and business-to-business (B2B) sales will have different needs from a contact center. ViiBE Blog.

Contact center software 52

Contact center software Contact Center CRM contact center solutions 52

JustCall

AUGUST 16, 2021

The contact center as a service or CCaaS is a new-age technology that serves the needs of all customers. CCaaS has replaced on-premise call centers, and only for the better. CCaaS stands for Contact center as a service. It is a cloud-based software that comes with the technology you need for your support team.

Contact Center 98

Contact Center Interactive Voice Response Contact center software Cloud contact 98

Hodusoft

OCTOBER 23, 2024

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. It can also be defined as a method to calculate customer experience based on surveys.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

Hodusoft

NOVEMBER 27, 2024

Optimizing CX with Omnichannel Contact Center in Your E-commerce Business Read More How Can Businesses Enhance Customer Loyalty? When it comes to personalizing customer interactions, your call and contact center software’s integration with Customer Relationship Management (CRM) systems can be immensely helpful.

Best practices 52

Best practices Contact center software Contact Center Advertising 52

Hodusoft

MAY 1, 2023

HoduCC Contact Center Software Wins 2023 UC Product of the Year Award Sometimes, an award is more than just a recognition or honor. HoduSoft’s HoduCC contact center software winning the TMC’s 2023 Unified Communications Product of the Year Award shows the power of teamwork.

Contact center software 52

Contact center software Contact Center Interactive Voice Response CRM 52

NICE inContact

DECEMBER 3, 2018

Both are hot topics when it comes to contact centers and customer experience. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Artificial intelligence (AI) is hot.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

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.”

Call Center 52

Call Center Customer Service Contact center software Chatbots 52

SharpenCX

MAY 26, 2020

It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. Starting with the Source of Quality CX — Your Contact Center Agents.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

Hodusoft

APRIL 22, 2021

As per a survey it was found that before the emergence of this deadly pandemic, about 11% of patients were using telehealth services. To make communication a seamless process, many hospitals in the healthcare industry are implementing contact center software. Features of Contact Center Solution for Healthcare Sector.

Contact center software 52

Contact center software Healthcare Contact Center contact center solutions 52

Noble Systems

MAY 4, 2021

We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience. What is the difference between a Call Center and a Contact Center? The Contact Center was the next evolution.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

SharpenCX

MARCH 7, 2019

The post The Top 7 Customer Survey Format Examples appeared first on Sharpen Contact Center Software. In the book How Every Great Company Listens to the Voice of the Customer, companies like Enterprise and Petco serve as case studies for how customer satisfaction helps you predict your.

Surveys 75

Surveys Contact center software Enterprise Contact Center 75

Hodusoft

DECEMBER 11, 2024

This survey by Emplifi found that 86 percent of customers said that they will leave their favorite brand after only two to three bad CX. As per findings by IDC and Emplifi, nearly 87 percent of brands surveyed rated themselves a 7/10 or higher, while 19 percent rated themselves a perfect 10/10 on CX! Ask for a Free demo!

Personalization 52

Personalization Contact center software Metrics Customer retention 52

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Engagement.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Balto

JANUARY 6, 2025

Heres the good news: in 2025, we have a wide array of capable & best call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making. This guide aims to help you choose the right QA software for your contact center.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. Managing software and associated tasks needed to put the contact center running smoothly and efficiently becomes easier, relieving the administrative obligation and letting businesses focus on operational and strategic tasks.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

Playvox

JUNE 28, 2022

While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use. What Is An Omnichannel Contact Center?

Contact Center 84

Contact Center contact center solutions Contact center software Quality management 84

SharpenCX

DECEMBER 23, 2019

The American Express 2017 Customer Barometer Survey found that 62% of customers said a representative’s knowledge or resourcefulness was key to their positive service experience. When people are knowledgeable on a certain topic, you trust them and feel better about your experience. The same goes for interactions with your agents.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

SharpenCX

FEBRUARY 26, 2019

Too few responses to your customer satisfaction surveys is your kryptonite. Your customer satisfaction surveys give you a channel to solicit. The post 7 Ways to Encourage Customers to Take Customer Satisfaction Surveys appeared first on Sharpen Contact Center Software.

Surveys 69

Surveys Contact center software Contact Center Customer Experience 69

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

SharpenCX

MAY 10, 2022

Contact centers have long been a critical part of business operations and the customer service experience. Today, companies implement contact center automation tools to meet rising customer expectations and increase the productivity of their human agents. It’s time to embrace the power of contact center automation tools.

Contact Center 76

Contact Center Morale call center software Chatbots 76