Myra Golden Media

FEBRUARY 4, 2023

Imagine what your relationship would be like if your partner, child, or boss only listened to you 0.03% of the time! For more help with conversation control, check out my De-escalation Academy. What active listening looks like: Verbal cues, “Um-hm,” or “I see.”

Contact Center 156

Contact Center Average Handle Time Healthcare Personalization 156

Myra Golden Media

MARCH 25, 2019

If you’re pissed off at your partner, and you’re yelling, maybe even cursing, and in response they say… nothing. Here are three more tips for de-escalating. My de-escalation training can be purchased ala carte for $199 , or as part of my customer service training online library. Let me ask you something.

Personalization 166

Personalization Customer Service Call Center 166

ConvergeOne

AUGUST 30, 2022

ConvergeOne became the city’s go-to networking partner after supporting a firewall transition, assisting with training, implementation and long-term strategic planning for leveraging new technologies. De-Risk Your Digital Transformation. The City of Henderson, Nevada, serves 320,000 residents. A True Partnership.

Management 78

Management Technology Enterprise 78

Hello Customer

MAY 17, 2020

The Hello Customer Management Team: Bram De Vos (Chairman of the Board) - Eline De Wilde (Head of HR) - Gilles Declercq (CRO) - Leslie Cottenjé (CEO) - Tom Bogaert (CFO) - Joeri Pansaerts (CTO). Its customer portfolio includes Luminus, Telenet, Café Royal and Coca Cola European Partners. International expansion to be continued.

SaaS 98

SaaS B2B Feedback Enterprise 98

Quadient

JULY 21, 2022

Elke onderneming in de wereld bevindt zich in een transformatieproces, of zou zich in een transformatieproces moeten bevinden. In een post-pandemisch tijdperk is een uitzonderlijke klantervaring de belangrijkste onderscheidende factor voor bedrijven. De klanten van vandaag zijn slim en veeleisender dan ooit tevoren. Introductie.

Customer Experience 52

Customer Experience Management CRM Journey mapping 52

Help Scout

SEPTEMBER 16, 2021

Ben Dlugiewicz, Community Manager at YouCanBook.me , had scalability in mind as he was choosing an outsourcing partner. De Sousa learned a lot from the initial onboarding and has made some adjustments as she continues to bring on new agents: Training people across different time zones is challenging. “We Dlugiewicz from YouCanBook.me

outsourcing 98

outsourcing Customer Service Business Process Outsourcing Average Handle Time 98

Myra Golden Media

JULY 1, 2020

I’m sitting on my patio bursting with excitement to be telling you I’ve partnered with Microsoft and LinkedIn to help millions of jobseekers reskill to pursue customer service roles. I hope you’re safe and well. Do you realize that right now, there are over 1.8+

CRM 78

CRM Customer Service Customer Experience 78

customer sure

NOVEMBER 27, 2023

CustomerSure was a clear winner for us to partner with for a number of reasons. Claudia de Graaff, Professional Marketing Manager Oral Healthcare Western Europe at Philips “The impact of using CustomerSure has been immensely positive. As a new venture for Marmalade, the option to run a free, no-commitment trial was a great incentive.

Healthcare 62

Healthcare Feedback Surveys Marketing 62

Quality Contact Solutions

MAY 4, 2021

It’s not any different if you’re trying to find an inbound call center outsourcing partner. Here are seven inbound call center outsourcing tips for finding the right partner to support your business. The more information you can share with the inbound call center outsourcing partner, the better. Why do they call?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Tethr

APRIL 17, 2020

With that in mind, we would like to invite you to the crème de la crème of virtual customer experience summits. Tethr has partnered with Kustomer and Challenger, Inc. Leaders are jumping at the chance to discover the best ways to adapt to the hand we have been dealt. and many more.

Customer effort 118

Customer effort Customer Experience 118

Hello Customer

MAY 17, 2020

The Hello Customer Management Team: Bram De Vos (Chairman of the Board) - Eline De Wilde (Head of HR) - Gilles Declercq (CRO) - Leslie Cottenjé (CEO) - Tom Bogaert (CFO) - Joeri Pansaerts (CTO). Its customer portfolio includes Luminus, Telenet, Café Royal and Coca Cola European Partners. International expansion to be continued.

SaaS 52

SaaS B2B Feedback Enterprise 52

CSM Magazine

JUNE 29, 2023

As one of Twilio’s trusted development and CX consultancy partners for Europe, Sabio brings a wealth of experience in implementing and optimising the platform for businesses across various industries. ” The partnership between Memo and Sabio will bring significant benefits to both organisations.

Consulting 52

Consulting Consulting Analytics Technology 52

24-7 InTouch

MAY 15, 2023

The Customer Experience Interaction Awards are organized by BPRO, Asociación Colombiana de Business Process Outsourcing , to recognize organizations that are industry leaders in delivering exceptional customer service in Colombia. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results.

Employee engagement 52

Employee engagement Customer Experience Business Process Outsourcing outsourcing 52

CSM Magazine

FEBRUARY 7, 2022

Employees have a tendency to forget or break their hard tokens, and with 150% annual staff turnover, assigning and de-authorizing the tokens takes too much time. BPOs need to deploy MFA, but until now didn’t have the enabling products or vendor partners to make it possible.

Call Center 98

Call Center Enterprise Marketing Customer Service 98

C Space

OCTOBER 22, 2020

Consider easy-to-use tools that allow business partners to run their own research for quick and low risk decision making. Make it easy for them to get into the work so you can focus on de-risking the more strategic business decisions! External Partners. Make your partners part of the team , and demand they do the same.

Coaching 52

Coaching Management Customer Experience 52

Interactions

SEPTEMBER 19, 2023

Q: Why did you choose to partner with Interactions? We also saw their human-in-the-loop technology approach as innovative, highlighting them as a company we could partner with long term. Ed : When making the move to the cloud, it’s beneficial to be able to de-scope the IVA/IVR front door. Our success was their success.

Interactive Voice Response 48

Interactive Voice Response Self service Best practices Contact Center 48

Lumoa

SEPTEMBER 1, 2022

To analyze and bring answers to how to collect feedback that drives powerful results, we interviewed Christian Lelo de Larrea Gaudiano , Customer Engagement Manager of giosg, to tell us about their practices.

Feedback 83

Feedback Surveys Chatbots Customer effort 83

COPC

OCTOBER 31, 2022

Customer expectations are rapidly evolving, channel availability is expanding, and the complexity of transactions handled by outsourced partners continues to increase. We will explore key areas to transform vendor management approaches into a partner success model for the future. It is an exciting time in our industry!

Management 79

Management outsourcing Government Multichannel 79

Outsource Consultants

SEPTEMBER 1, 2022

When emotions are high contact center agents maintain a level head, using empathy to de-escalate the situation and soothe callers. If you’re ready to add some stellar performers, our BPO partners have the people in place to elevate your customer experience.

Call Center 67

Call Center outsourcing Contact Center Consulting 67

Anexa BPO

DECEMBER 13, 2021

Anexa has set the pace in the outsourcing industry and continues to partner with business sectors – including retail – for a range of customer support and back-office activities. Another supplemental and transformative tool is to utilize the services of BPO outsourcing companies, particularly one with an accredited track record.

outsourcing 40

outsourcing Morale Sales Technology 40

CSM Magazine

NOVEMBER 24, 2020

In no time at all, Premium Plus has grown to become the main integrator of Zendesk in Belgium, the Netherlands and France, with more than 500 active clients including Carrefour, Q8, De Lijn, and Club Brugge. The company’s results-driven approach has proven popular. Premium Plus guides companies towards a better customer experience.

Chatbots 52

Chatbots Sales Surveys Technology 52

Toister Performance Solutions

NOVEMBER 9, 2023

I partnered with Balto , a contact agent support software provider, to test this metric by analyzing aggregated data from over 29,000 de-identified customer service phone calls made to a home improvement company.

Surveys 103

Surveys Metrics Customer Service Customer Experience 103

Anexa BPO

JULY 22, 2021

Since an organization’s data entry activities frequently involve sensitive information, another smart strategy for companies looking to up their cybersecurity game is to outsource activities related to data and consider partnering with a reputable BPO / outsourcing company.

outsourcing 40

outsourcing Banking Marketing Technology 40

CustomerServ

DECEMBER 16, 2022

However, the Philippines is, and will likely remain, the de facto offshore destination for English-language BPO services. Brands are looking to de-risk, diversify, and expand into regions where highly skilled talent is readily available in unsaturated markets. Geographic diversification.

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

Eckoh

FEBRUARY 25, 2020

What's more, with a PCI Level 1 partner such as Eckoh, you can add extra payment methods securely — such as e-Wallet payments , Chat Payments or IVR payments. Entirely de-scoping your contact center means that customer service directors, contact center managers, chief security officers and heads of compliance can breathe a sigh of relief.

Contact Center 52

Contact Center industry standards Interactive Voice Response CRM 52

Beyond Philosophy

JUNE 17, 2015

It can often get quick results, in the form of brand visibility and site visits; but the downsides are that it requires knowledge about what partner sites will work best and it can also quickly become cost-prohibitive.

Advertising 241

Advertising Engineering Analytics Marketing 241

Anexa BPO

FEBRUARY 6, 2023

We are also proud of the Línea de Escucha team who are also finalists in one of the thought leadership categories, and who have helped shape our company culture through knowledge, empathy, and understanding.

Sales 40

Sales Customer Service Contact Center outsourcing 40

AWS Machine Learning

APRIL 18, 2023

This blog post summarizes how the Amazon Machine Learning Solution Lab (MLSL) partnered with RallyPoint to drive a 35% improvement in personalized career recommendations and a 66x increase in coverage, amongst other improvements for RallyPoint members from the current rule-based implementation.

Personalization 71

Personalization Metrics Healthcare Automotive 71

TechSee

DECEMBER 4, 2018

Our goal is to partner with innovative Tier-1 companies, by providing them with digital solutions that enable them to exceed their customers’ expectations. As a leading provider of intelligent visual engagement, TechSee is at the forefront of the digital CX transformation.

Telecommunications 95

Telecommunications Self service Technical Support Call Center 95

AWS Machine Learning

MAY 23, 2023

This client partnered with PwC Canada and AWS to address challenges with inefficient model development and ineffective deployment processes, lack of consistency and collaboration, and difficulty in scaling ML models. Case study In this section, we share an illustrative case study from a large insurance company in Canada.

Engineering 73

Engineering Government Calibration Scripts 73

Fonolo

MARCH 27, 2018

First, let’s take a quick look at the panel of speakers: Alan Quayle , Dave Michels , Nicolas de Kouchkovsky , Shai Berger. Channel partners have traditionally been a big part of the call center world. Last year, 80% of Avaya’s revenue came through their reseller partners.) Amazon and Twilio Dominance in The Call Center World.

Call Center 59

Call Center SaaS Contact Center Metrics 59

Eckoh

MARCH 11, 2019

De-scoping the contact center: What are my objectives? To discover how to choose the right PCI DSS compliance partner while keeping your eyes open download our mini guide to ' De-scoping what you need to know that some vendors won’t tell you '. Here's where life can get foggy, confusing and risky.

Contact Center 40

Contact Center industry standards Sales Management 40

C Space

JANUARY 19, 2021

Christopher is recognized for the significant contribution he has made to the Diversity, Equity and Inclusion agenda across the Interbrand Group – including group clients and partners. This includes dedicated DE&I Boards, and a Global Horizon Board; young talent from 12x key markets, who regularly consult with Executive Leadership.

Consulting 52

Consulting Consulting Finance Marketing 52

Comm100

APRIL 17, 2023

” – Gianni De Gaspari, Co-founder, Viata With Comm100, healthcare providers can build stronger relationships, improve patient satisfaction, and reduce support costs. Comm100 has many healthcare customers around the world for our HIPAA-compliant messaging, as well as the platform’s suitability for healthcare organizations.

Healthcare 52

Healthcare Chatbots Management Accountability 52

TechSee

FEBRUARY 3, 2020

Minor knowledge worth keeping is how to de-scale the office coffee machine or where best to source toner for the printer. Building relationships: partnering experienced workers with novice staff – apprenticeships, essentially – is another way to accomplish knowledge transfer.

Customer Service 109

Customer Service Contact Center Best practices Average Handle Time 109

Vcaretec

JUNE 6, 2022

Connect: @bcarroll7 Bart de Craene Bio: He is a customer experience advocate, runner, and bass player. Connect: @Hyken Linda Ireland Bio: Linda is an owner-partner of @AveusLLC. Connect: @kerrybodine Becky Carroll Bio: Becky is the author of Hidden Power of Your Customers. She taught social media @UCSD and contributes to NBC-SD SM.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

CSM Magazine

MARCH 5, 2020

Max De Pree. Rick Conlow is CEO & Senior Partner of WCW Partners , a performance improvement company. .” – Napoleon Hill. “A A leader must inspire or his team will expire.” – Orrin Woodward. Leadership is much more an art, a belief, a condition of the heart, than a set of things to do.” Lewis B Ergen. Michael Jordan.

Personalization 52

Personalization Management Sales 52