In today’s era, taking a cookie-cutter approach to designing communication systems for organizations across all industries is a recipe for disaster. The needs of one industry can hugely vary from another. So how can you expect desired results from a one-size-fits-all communication system? That’s why HoduSoft specially engineers its contact center software and omnichannel CX […]
None of us can predict exactly what customer service teams will look like in a few years, but there’s no question that teams are feeling the pressure to implement and adapt to AI. AI-powered customer service tools can transform many facets of the customer experience, from automating routine tasks to improving the efficiency of your […]
In the pursuit of customer satisfaction, companies often heavily invest in cutting-edge technology, comprehensive training programs, and meticulously crafted processes. One critical element that can make or break a customer support operation frequently goes overlooked — the relationship between managers and their frontline customer support consultants. This dynamic duo can elevate customer support to extraordinary […]
Highlights Stanislav is a Senior Quality Assurance Engineer at RingCentral. His team created its own performance testing tool. Stanislav shares insights on how the architecture of the tool was built and describes the entire process of the tool’s creation. Hi, my name is Stas (but you can call me Stan, if you like it better) […]
Introduction: The Quest for Connection In today’s busy digital world, customer service is mainly done through automated systems and virtual interactions. However, maintaining a human touch is still essential. This is where AI help create personalised customer experiences. Jane is the owner of a growing retail company. She wants to make digital interactions feel personal […]
Like all sectors, the e-commerce industry faces a broad array of challenges. While some challenges are generic in nature, some are unique to the sector. Here are some of the major challenges faced by the e-commerce sector. 1. Cart Abandonment Rate This problem is unique to the e-commerce sector. Did you know how many customers […]
Omnichannel contact center software can mean the difference between success of an HMO and failure in providing efficient service to patients. When choosing the right omnichannel contact center software, consider the following: 1. Define Your Objectives First thing first, start by defining your objectives. Determine what you want from the omnichannel contact center software to […]
Burnout is considered one of the most frequent effects felt by customer support consultants. It is in fact so common that it completely overshadows empathy fatigue — something that is just as serious as burning out. The good news is that, just like with burning out, overcoming empathy fatigue is easy. Here is a guide […]
“We hit 115% of our target across Totango + Catalyst in Q1 on our expansion number, and that was largely due to the CSMs and the focus they put in along with the work that we’re doing with our account executives. The partnership that we have is working.” Customer renewals are the lifeblood of any […]
Zoho Desk has carved a niche for itself in the customer support software world. But if you have tried Zoho Desk and feel it does not come close to your business needs, don’t worry. You are not alone. I’ve compiled a list of the best Zoho Desk alternatives that rank high on functionality, power, and […]
