Fonolo

NOVEMBER 29, 2017

Today, changes to the contact center are a response to consumer behaviour, and not simply the result of business initiatives. In a climate where technology and customer preferences change at a breathtaking pace, it can be overwhelming to consider all the ways that your contact center needs to evolve.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

VocalCom

JUNE 16, 2020

The post [White Paper] Contact Centers of the Future: Creating Tomorrow’s Experience appeared first on Vocalcom Blog.

Contact Center 62

Contact Center Multichannel Call Center Customer Service 62

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. An unhappy customer wants to be heard.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Callminer

NOVEMBER 9, 2020

Organizations need to be prepared to effectively combat call center fraud. Further, malicious callers can manipulate customer service agents and automated systems to change account information, transfer money and more. Customer behavior across channels does not seem normal.

Call Center 345

Call Center Banking Contact Center Accountability 345

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

Callminer

FEBRUARY 19, 2020

For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience. However, this diversification of customer service channels makes staying on top of communication more complex in practice.

Call Center 287

Call Center Accountability Technology Customer Support 287

Fonolo

MAY 31, 2018

In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). Speed is arguably the most significant benchmark for every single customer service interaction today. Businesses can never be too fast to reply, react, or resolve an issue.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Callminer

JULY 22, 2020

For information on reducing employee churn at your call center, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. This termination letter example shows how you can go about issuing a termination notice to businesses whose services you had previously contracted.

Call Center 182

Call Center Customer Service Best practices Coaching 182

Jon Arnold

MAY 31, 2023

While it may be a necessary evil for customer “service”, there’s also an opportunity for contact centers and brands to use that time in a more constructive, engaging fashion. Annoying music can certainly make the experience even worse, but imagine providing content that customers would actually want to hear while on-hold.

Construction 59

Construction Contact Center Personalization Customer Experience 59

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

Contact Center 143

Contact Center Enterprise Technology Customer Care 143

Fonolo

MAY 24, 2018

After all, customer happiness and engagement are amongst the most significant drivers behind the image, culture, and success of an organization. In fact, 82% of consumers surveyed by Zendesk in their annual Benchmark Report said they stopped doing business with a company because of bad customer service from call centers.

Call Center 87

Call Center Benchmark Metrics Analytics 87

Fonolo

FEBRUARY 1, 2018

We already know how monotonous a call center agent’s role can be but, by making the training process exciting and fun, you’re creating a better environment for everyone. Remember, it’s not just the initial training that’s important; creating a culture of continuous learning is also essential to the success of your contact center.

Contact Center 92

Contact Center Call Center Metrics Feedback 92

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. The real reason why companies are investing more in their contact centers.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Call Center Self service Surveys 99

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Fonolo

JANUARY 20, 2020

Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. As always, the customer service space reads like a riveting novel, full of conflict, drama, beauty, disappointment, hope, taxes, unanswered phonecalls, and robots. New in Contact Centers.

Customer Service 117

Customer Service Contact Center Call Center Healthcare 117

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge.

Big data 98

Big data Contact Center Analytics Metrics 98

Callminer

MAY 11, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Management 273

Management Customer Experience Customer Service Coaching 273

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Insights Report] 2018 Call Center Industry Report.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Cisco - Contact Center

NOVEMBER 24, 2020

Hope and Hype for Customer Service and Support Solutions — Insights from Cisco and Gartner Research. Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead.

Contact Center 100

Contact Center Technology contact center solutions Cloud contact 100

Callminer

MARCH 12, 2020

Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment.

Call Center 182

Call Center Analytics Best practices Government 182

Fonolo

APRIL 2, 2019

We share a lot of diverse content, including lists of industry reports , links to discussion groups , and our own white papers. Key quote: “The Contact Center is going to change more in the next five years than in the last 25.” See our related post: “ AI is Not Reducing Call Center Agent Employment.”.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

Fonolo

MARCH 6, 2020

The ones that develop social media departments undoubtedly grow revenue and can save money on other outdated systems and the use of call centers. It also helps to improve customer satisfaction levels. Handpicked related for you: The Golden Rules of Contact Center SLAs. Making your contact center omnichannel ready.

Customer Service 122

Customer Service Call Center Contact Center Accountability 122

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant. The Talkdesk CX Maturity Model evaluates CX based on nine core areas: .

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Fonolo

JUNE 13, 2022

The number of digital products and services we use day-to-day has increased rapidly, with digital elements playing a part in almost every customer interaction. To maintain service levels and meet customer demands, customer service delivery must be designed with the digital experience at its core. Learn more.

Contact Center 81

Contact Center Chatbots Customer Service Service level 81

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Peter Lavers @ ThinkCX .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Callminer

FEBRUARY 5, 2020

For more information on leveraging Voice of the Customer solutions with data-driven strategies, as well as recognizing their impact on brand loyalty and your business’s bottom line, download our white paper, Measuring the Voice of the Customer: Data Driven Strategies & Tools to Unlock Voice of the Customer Insight.

Best practices 251

Best practices Call Center Metrics Surveys 251

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? We are all customers for something.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Callminer

APRIL 20, 2020

.” – Nicolina Savelli, 5 Tips for Choosing the Right BPO for Your Call Center , Fonolo; Twitter: @fonolo. For more information on how artificial intelligence can help your company overcome new obstacles, take a look at our white paper, How AI Improves the Customer Experience.

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. Businesses are getting the message, pun intended, and are starting to engage and serve customers through this channel.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Management 207

Management Customer Service Consulting Consulting 207

Fonolo

AUGUST 23, 2018

As customer service is ultimately informed by human interaction, it is necessarily a part of the fabric of the show, woven into each storyline even in the subtlest of ways. And the service “agents” are personal, too, which contributes to a unique customer-agent rapport. What can we learn from this?

Customer Service 89

Customer Service Advertising Contact Center Government 89

Fonolo

MARCH 22, 2018

In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Customers’ Trust a Person’s Voice Over Text. Phone Calls Lead to Customer Satisfaction and Retention.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79