HoduSoft

  Legendary American author Seth Godin famously said, “A useful metric is both accurate and aligned with your goals. Don’t measure anything unless the data helps you make a better decision or change your actions.” Businesses that leverage sophisticated contact center software have the power to do just that. They not only can keep an eye on a wide range of key metrics in real-time but also can do whatever is needed to change outcomes. Here are some key metrics that high-quality contact center software can help businesses to enhance their customer experience (CX).  1. First Contact Resolution (FCR) As the name suggests, FCR measures the percentage of customer inquiries or issues resolved during the first interaction with the contact center. The higher the FCR rate, the higher is the customer satisfaction rate.  A study by SQM Group found every follow-up call reduces customer satisfaction by 15 percent. Even though the industry standard for a good FCR rate is between 70...

  Multi-channel and omnichannel platforms are different from each other. An average contact center software , which provides multi-channel experience, is quite different from advanced omnichannel contact center software. And that’s why it should come as no surprise that they provide different customer experiences (CX). If you are curious to know how multi-channel platforms provide different CX as compared to omnichannel platforms, this article is just for you. In this, we explore ten differences between multi-channel and omnichannel customer experience. Read on and thank us later. 1. Channel Inclusion As the name suggests, multichannel means ‘many channels.’ It includes a limited selection of content channels. Omnichannel , which means ‘all channels,’ encompasses each one of them. Omnichannel contact center software provides support across all channels starting from voice calls to video calls, live chat, text messages, instant messages, social media, and others. 2. Engagement Mul...

  Did you know that Americans received almost 3.8 billion robocalls in December 2023 alone? A study by YouMail Robocall Index revealed that and that’s not all. Annual nationwide robocall volume increased nine percent in 2023. In today's time, when robocalls and caller ID spoofing have become more prevalent than ever before, there is an urgent need to address this problem. And the solution to the problem is a framework known as STIR/SHAKEN (Secure Telephony Identity Revisited/Secure Handling of Asserted information using toKENs). This article explains the framework designed to authenticate and verify caller IDs and its significance for IP PBX users. Read on to know more about it. What Is STIR/SHAKEN? STIR/SHAKEN is a set of standards and protocols developed to combat illegal caller ID spoofing, a technique used by scammers and telemarketers to disguise their phone numbers and deceive recipients into answering unwanted calls. The framework works by digitally signing caller ID inf...

  If you are in the healthcare sector then you must be knowing how important it is to protect confidential and sensitive data of patients. Failing to do so not only violates patient trust but also goes against strict guidelines by the Health Insurance Portability and Accountability Act (HIPAA). And that can mean heavy penalties. As per stats , the United States Department of Health and Human Services (HHS) issued USD four million in fines. In total, 109 million patients were affected by the breaches. That’s why healthcare providers need to do whatever it takes to ensure data security and compliance with HIPAA. Leveraging sophisticated digital communication systems such as IP PBX software can help. This article delves into the importance of choosing an IP PBX system that prioritizes patient data security and explores key considerations for healthcare organizations in making this decision. Why Data Security Is A Must in the Healthcare Sector? From medical histories to billing deta...