Vonage

MAY 30, 2017

We’re extremely pleased to announce that ContactWorld has been voted best contact centre solution in the 2017 Call Centre Helper Awards! A big thank you to everyone that voted for us. More than 1,040 votes were received overall and it was great to see such positive comments about ContactWorld from those who nominated us.

Technology 48

Technology Customer Service Marketing Management 48

Playvox

DECEMBER 21, 2022

Those concerns might be why almost half of the contact center leaders in our 2022 remote work research study told us that they’re bringing agents back to the office this year. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Connection through tools like Slack.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

OCTOBER 18, 2022

Nearly 60% are using a hybrid work model, while almost 40% of service centers are entirely remote. We learned a lot more about how today’s customer service centers are operating remotely in our study: The vast majority of agents (68%) work remotely 31-40 hours per week, while most managers (64%) work remotely five or more days per week.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Stratifyd

AUGUST 6, 2019

We’re thrilled about this investment as it will help us achieve our goals by giving us the ability to hire top talent to help expand our solution’s capabilities and attract new clients,” said Derek Wang, CEO of Stratifyd.

Finance 45

Finance Banking Healthcare Call Center 45

SmartAction

FEBRUARY 11, 2020

Earned the highest-rated Virtual Customer Assistants standing on Gartner Peer Insights (4.8 Not only do we get best-of-breed conversational AI technology over voice and chat that saved us more than $1 million in our first-year, but we also have a partner who handles everything from design to build to ongoing operation.

Virtual Agent 56

Virtual Agent Self service Enterprise SaaS 56

Creative Virtual

JANUARY 7, 2020

One of the questions was about where I grew up and how my upbringing influenced my career. I talked about growing up on the Isle of Dogs in East London and learning at an early age that there is no substitute for hard work when you want to achieve something. Relationships are at the core of what the company is all about.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

Calabrio

FEBRUARY 11, 2020

We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. Check out our current opportunities and find out more about what it’s like to work at Calabrio. Our answer?

SaaS 52

SaaS Analytics Customer centricity Engineering 52

Netomi

JANUARY 5, 2022

At Netomi, we deeply care about improving the customer experience. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. This is especially true in the customer service industry. Bill Quiseng.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Hodusoft

AUGUST 13, 2021

Let us work backward here. Real-time call monitoring the call center agents get the appropriate data about the caller that helps them to make better conversations. It lets agents view comprehensive details about the customers before calling them. We have also been named in the latest Gartner list. Preview dialer.

call center software 98

call center software Call Center voip Sales 98

Talkdesk

NOVEMBER 13, 2019

Additionally, the 1800+ customers who use Talkdesk rave about how easy it is to implement, learn and use. At Talkdesk, I was blown away by the technology and the company’s awards and recognition —most recently recognized as a Leader in the 2019 Gartner Contact Center as a Service Magic Quadrant, North America.

Marketing 71

Marketing Contact Center Technology Personalization 71

Clarabridge

MAY 11, 2018

Gartner Breaks Down the Key to Customer Loyalty. Kicking off the final day of C3, Lara Ponomareff, Practice Leader for Gartner, delivered a compelling opening keynote about how the key to driving customer loyalty lies in effortless experiences. Join us in next April 29–May 1 in sunny Miami – stay tuned for more details.

Healthcare 40

Healthcare Analytics Self service Feedback 40

Taylor Reach Group

APRIL 25, 2018

And learn more about exciting new technology that’s revolutionizing customer experience. Join us in May to explore this critical connection: How CX strategies must lead, not follow, business strategies, and how employee experience drives execution on customer experience. Connect with peers, partners and experts.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Liveops

JUNE 7, 2019

That’s from a recent article in CRM Magazine I had the honor of being featured in about how brands can meet increasing expectations for outstanding customer service by developing team members into super agents. As VP of Learning and Development at Liveops, I think a lot about what makes an agent a super agent.

Chatbots 88

Chatbots CRM Call Center Customer Service 88

Taylor Reach Group

FEBRUARY 26, 2019

What will this technology allow us to do? D efine Your Own Use Cases. Look on-line for solution providers, check analyst groups like Gartner, Forrester, etc. – capabilities that you would like to know more about, which could be desirable in the future. Have they won awards or recognition? Functional Criteria.

Best practices 85

Best practices Contact Center Technology Consulting 85

Education Services Group

JUNE 21, 2018

“Sometimes it’s the journey that teaches you a lot about your destination.” While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). Did you like this blog post?

Journey mapping 53

Journey mapping Customer retention Enterprise Analytics 53

CSM Magazine

JUNE 12, 2020

This interconnectivity enables us to analyze the customer’s perceptions of value through a holistic lens. According to a recent study conducted by Gartner Research, 15 percent of all customer service interactions will be handled entirely by AI by 2020 1. Four Trends in Gartner Hype Cycle for Customer Service and Customer Engagement.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Liveops

JUNE 7, 2019

That’s from a recent article in CRM Magazine I had the honor of being featured in about how brands can meet increasing expectations for outstanding customer service by developing team members into super agents. As VP of Learning and Development at Liveops, I think a lot about what makes an agent a super agent.

Chatbots 48

Chatbots CRM Call Center Customer Service 48

PeopleMetrics

JANUARY 28, 2021

My name is Madeline, and I am the Marketing Manager here at PeopleMetrics, and I joined the team in 2017 - just about four years ago. I joined in 2017, the same year Madeline joined, so about four years here. I joined PeopleMetrics in 2011, so I'll hit the 10 years milestone at PeopleMetrics very soon and I'm really happy about it.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

Amity

FEBRUARY 2, 2016

Let us know in the comments below. You head into work with a strict schedule: call your three newest customers to see how onboarding is going, meet with the product and development teams, and finish helping the client who phoned in yesterday with questions about your app’s newest feature. Plus the Customer Success Hero Awards.

SaaS 80

SaaS Education Customer retention Sales 80

AWS Machine Learning

JANUARY 31, 2024

Mendix has been named an industry leader by Gartner and Forrester. Enterprises like us have access to the latest advancements and improvements in AI technology, allowing us to remain ahead of the curve and adjust to evolving market trends and demands. Suresh Patnam is the principal GTM Specialist AI/ML and Generative AI at AWS.

Customer Experience 80

Customer Experience Enterprise APIs Technology 80