Russel Lolacher

JUNE 29, 2021

World Social Media Day is here again, providing a great opportunity to inform and educate your own public sector organization about what its social media efforts do to benefit them and their audience: the public. ” In the public sector, globally, social media is still not as effective as it could be for public engagement.

Education 98

Education Government Metrics Customer Care 98

Call Center Weekly

MAY 10, 2018

Working in a public library is unlike most retail-type positions. What is equally important is for members of the public to recognize the employees serving them. I have worked in the public sector for many years; the reputation doesn't fit with most people with whom I've worked. Tell us a story!" I had a story every time.

Consulting 134

Consulting Consulting Coaching Education 134

Vistio

DECEMBER 6, 2023

Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do.

Contact Center 52

Contact Center Best practices 52

TeleDirect

NOVEMBER 9, 2022

Your customer relations department and public relations teams are entirely different operations. In order to succeed in your public relations goals, your business needs to be on top of its customer service and satisfaction game. Unifying customer service and public relations within your business strategy is critical.

Customer Service 62

Customer Service outsourcing Business Process Outsourcing Customer retention 62

Russel Lolacher

MARCH 29, 2022

Social public service isn’t effective off the side of your desk. Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful. Rate this post.

Government 98

Government Education Management Personalization 98

LiveVox

JUNE 27, 2023

The rise of cloud computing has revolutionized the way businesses operate, and the public cloud has emerged as a game-changer for contact centers of all sizes and industries. In […] The post Beyond Borders: Exploring the Flexibility and Security of Public Cloud for Business Success appeared first on LiveVox.

Contact Center 71

Contact Center Management 71

ConvergeOne

JULY 27, 2021

With public cloud adoption becoming the way of life for the increasing number of organizations looking to solve business challenges with remote working, questions about its security implications are inevitable. However, security has many different meanings and challenges in the public cloud with native solutions. SaaS accounts zombie.

Management 100

Management Government SaaS Accountability 100

Cisco - Contact Center

SEPTEMBER 10, 2023

Today, Cisco announced Nicole Isaac has joined the company’s Government Affairs organization as Vice President of Global Public Policy. Leading a team of experts, Nicole will drive Cisco’s policy age… Read more on Cisco Blogs

Government 52

Government 52

Russel Lolacher

JANUARY 5, 2022

Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful. And certainly not meet the growing expectations the public has for digital engagement.

Government 98

Government Management Personalization Metrics 98

Fonolo

OCTOBER 4, 2017

Most of the process happened out of the public view, but in the last month, three announcements have revealed the status. September 28: Avaya Plans to Emerge from Bankruptcy as a Public Company. It looks like Avaya met their challenge successfully and will be exiting bankruptcy soon.

Marketing 173

Marketing Call Center APIs Benchmark 173

Ansafone

AUGUST 6, 2022

The way they communicate with constituents decides the perception of the public. Lastly, contact center resources allow agencies to deliver highly responsive public service interactions at a reduced cost. Enhancing the public perception of a government agency is easier than it sounds.

Government 62

Government Contact Center outsourcing Call Center 62

Russel Lolacher

APRIL 5, 2021

Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. With 10 years under my belt in the public service, there’s nothing like a milestone to get you feeling introspective. Oh, it’s been amazing. And I look forward to so much more in my career.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

VirtualPBX

APRIL 21, 2020

The VirtualPBX Zapier Integration – our app inside the Zapier task automation website – is now available for public use. He’s worked hand-in-hand with Zapier to build our app and get it ready for public release. “We’re proud to see our own Zapier Integration be released to the public.

Accountability 85

Accountability Sales Personalization Customer Service 85

Myra Golden Media

JULY 1, 2019

A lot of people are curious about self-service options in public libraries and in retail, but many customers will avoid trying self-service if it seems complicated. No one wants to add more stress to their lives, so if it looks hard, they’ll skip it, and work with a real person instead.

Self service 166

Self service Customer Experience Personalization Customer Service 166

Concentrix

DECEMBER 1, 2020

Fremont, Calif., The post Concentrix Completes Spin-Off from SYNNEX, Debuts on the NASDAQ as Independent, Publicly Traded Company appeared first on Concentrix.

Marketing 118

Marketing Technology Customer Experience 118

Helpware

SEPTEMBER 22, 2022

Efficient Transactions are Key to Digital Service for Public Sector Agencies.

78

78

Cisco - Contact Center

JULY 13, 2023

Cloud transformation has become an imperative for organizations in today’s rapidly evolving digital landscape. It offers unparalleled scalability, flexibility, and cost-efficiency, giving businesses… Read more on Cisco Blogs

95

95

Help Scout

JULY 12, 2021

Today, we’re excited to announce In the Works: a brand new digital publication for mission-driven small businesses and founders who want to stay true to their values at every turn. Each month, In the Works will feature fresh, new content in the form of founder stories, growth articles and resources, audio interviews, and videos.

71

71

Cisco - Contact Center

NOVEMBER 16, 2023

The global pandemic caused what may have been the biggest IT challenge in history. Practically overnight, companies called on IT administrators to find a way for almost every office worker to be able… Read more on Cisco Blogs

93

93

Comm100

FEBRUARY 10, 2022

One of the driving forces for workers in the public sector is the desire to make a difference. While the work isn’t always glamorous, knowing that your work has made a positive impact on the public can be incredibly rewarding. Perhaps more than any other, the topic of trust makes a strong case for public sector CX.

Government 52

Government Customer Experience Chatbots Wait times 52

Cisco - Contact Center

NOVEMBER 29, 2023

Imagine a world where AI not only complements but significantly transforms federal operations. In my role as a Customer Success Executive at Cisco, I have the unique privilege of guiding Federal… Read more on Cisco Blogs

Government 94

Government 94

NICE inContact

FEBRUARY 15, 2021

Now that 2021 is upon us and there is a faintly visible conclusion to the pandemic, the question remains – will public sector contact centers revert to the models they had relied on prior to COVID-19? The answer is unequivocally NO.

Contact Center 62

Contact Center Best practices Call Center Customer Experience 62

Fonolo

MARCH 6, 2018

It was a big moment for Avaya: their first quarterly report as a public company in 10 years. Avaya Shakes Off Debt, Heading to Public Market. I believe about 20% of that is from the call center product – (“VCC”) has been seen as a bit lackluster by the public and analysts, as you can see by Ovum’s latest Decision Matrix.

Call Center 80

Call Center Average Handle Time Enterprise call center solutions 80

Guru

OCTOBER 30, 2019

Guru is excited to announce that Public Cards are here to solve all of your problems—ok, maybe not all of them, but definitely a few key ones. We have some ideas for how you and your team can best leverage Public Cards, including: Reference Lists. Post-Webinar/Event Follow-Up Emails. Best Practice Lists. Industry Group Emails.

Best practices 49

Best practices 49

3CLogic

AUGUST 24, 2021

When it comes to interacting with the public sector, citizens have high expectations. The Problem With Putting Off Public Sector Digital Transformation. Public sector digital transformation isn’t just possible – it’s essential. Digital solutions can vastly improve citizen services.

Government 52

Government Contact Center Self service Technology 52

TCN

NOVEMBER 30, 2021

The post TCN Wins Four 2021 MarCom Awards for Excellence in Digital Media and Publicity appeared first on TCN. George, UT. — Nov. 30, 2021 — TCN, Inc., a global provider of a.

52

52

Cisco - Contact Center

JUNE 27, 2023

Cities require safe, reliable, and secure transportation systems, while also aiming to eliminate emissions and ensure fairness and accessibility for everyone. Some forward-thinking cities and… Read more on Cisco Blogs

Transportation 73

Transportation Wireless 73

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Author: Pauline Ashenden - Marketing Manager Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

Zappix

JUNE 15, 2022

Zappix, the leading provider of Visual Self-Service, will provide visual self-service and digital automation including their flagship Visual IVR solution to public sector organizations in the SLED Market through a Zappix industry partner. The solution will empower citizens.

Marketing 40

Marketing Interactive Voice Response Self service 40

ChaseData

FEBRUARY 18, 2020

Offering more contact center self-service options is one way to keep these businesses relevant in a time when they have fallen out of public favor. While often mocked by older people, this is just a natural part of the evolution of communication - and something that should be catered to by businesses that hope to remain competitive.

Self service 52

Self service Contact Center Customer Service call center software 52

Alorica

MARCH 19, 2020

Following the government’s COVID-19 mandate, we have decided to close our operations in Guatemala, including locations in Campus and Primma effective today, March 20. We know this is the right move for our people as we work together aggressively to stop the spread of the virus. The locations will remain closed until further notice.

62

62

Mindtouch

APRIL 26, 2018

Companies that don’t make at least some of their documentation public are likely missing a huge opportunity for self-service. Companies that don’t make at least some of their documentation public are missing a huge opportunity for self-service. The post Why Isn’t Your Documentation Public? Okay, time for a reality check.

Self service 48

Self service Customer effort Education Customer Support 48

Toister Performance Solutions

JULY 10, 2018

There are probably two desires for every company's Twitter strategy: Get people to love us so they buy more Avoid public complaints Unfortunately, many companies inadvertently nudge customers to complain via Twitter. I opted to send a public tweet instead. Anyone can read a public tweet. private messages).

Accountability 54

Accountability Enterprise Customer Care Customer Service 54

ConvergeOne

NOVEMBER 2, 2020

The Healthcare sector (often known as Healthcare and Public Health, or HPH) is currently under an all-out cyber-attack, again focused on hospitals and ransomware gangs of cybercriminals.

Healthcare 59

Healthcare 59

Comm100

NOVEMBER 27, 2017

Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology. The publicity about the cyanide-laced capsules immediately caused a nationwide panic. But why is that?

Advertising 116

Advertising Transportation Airlines Personalization 116

MicroAutomation

JULY 7, 2020

This blog post will provide education and exploration around the following topics: The OmniMonitor Software-as-a Service (SaaS) for Public Health Overview How MicroAutomation’s (MAI) Omnichannel Illness Monitoring Solution Makes a Difference Understanding the OmniMonitor User Experience Why OmniMonitor Is Delivering Consistently for Our Public Health (..)

SaaS 52

SaaS Education contact center solutions Contact Center 52

Fonolo

AUGUST 14, 2018

As part of keeping up with the industry, we follow publically-traded companies for which the call center is a significant component of their business. Avaya (NYSE:AVYA) reported revenue of $755 million, EBITDA of $187 million, and a net loss of $88 million in its second full quarter as a public company (slides here ).

Call Center 52

Call Center Contact Center Benchmark Enterprise 52