Fonolo

APRIL 1, 2021

Jeremy Watkin is a contact center industry leader with over two decades of experience. Blair Pleasant is a top unified communication and contact center analyst. Peter Ryan is a renowned BPO consultant who has been at the forefront of the services industry for over a decade. Watch the full video on YouTube ?. Jeremy Watkin. “If

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Outsource Consultants

FEBRUARY 28, 2023

“Our team here at Outsource Consultants has been working hard to grow and innovate in the BPO advisory industry so that we can offer our clients the best outsourcing solutions. Our mission is to provide companies a call center industry insider’s expertise without requiring them to exhaust their own time and resources.

Consulting 128

Consulting Consulting outsourcing Call Center 128

Quadient

MAY 23, 2022

. • Notifying other individuals within the organization that may have to take an action. • Sending resources to the caller, such as instruction manuals and required disclosures. The time required to complete the wrap-up process varies greatly by industry and mission of the contact center, but a common industry estimate is six minutes.

Contact Center 105

Contact Center CRM Call Center Personalization 105

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Multi-modal agents can summarize lengthy financial reports quickly, saving analysts significant time and effort.

Marketing 101

Marketing APIs Engineering Analytics 101

Outsource Consultants

JUNE 8, 2023

Saint Louis Park, MN, June 8, 2023 – Bob Guarnieri, a veteran of the call center and customer service industry, has joined Outsource Consultants as an Executive BPO Matchmaker. He has established himself as a trusted advisor within the call center industry and is looking forward to applying his experience to his new role. “I

Consulting 67

Consulting Consulting outsourcing Telecommunications 67

Lumoa

DECEMBER 19, 2023

Customer feedback is a precious resource for understanding what’s effective and what needs improvement. From enhancing customer support experiences to predicting market trends, AI empowers businesses across industries to make data-driven decisions that resonate with their audience.

Feedback 83

Feedback Banking Chatbots Automotive 83

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations. Yes, they cost a lot. This blog challenges that status quo. How much data?

Self service 207

Self service Analytics Transportation Healthcare 207

Quadient

AUGUST 11, 2022

2022 Analyst Report Roundup: Data to Back Your CCM-CXM Budget. Quadient has licensed reports and analyses from leading analyst firms, including Aspire CCS, Forrester, Gartner, and IDC. These analyst reports help describe the business benefits, market dynamics, and customer impacts of improving the way you engage with customers.

Journey mapping 52

Journey mapping Self service Marketing Analytics 52

Outsource Consultants

JUNE 8, 2023

Saint Louis Park, MN, June 8, 2023 – Todd Tierney, a veteran of the call center and customer service industry, has joined Outsource Consultants as an Executive BPO Matchmaker. Throughout his impressive career spanning two and a half decades, Tierney has been a prominent figure in the call center industry.

Consulting 67

Consulting Consulting outsourcing Call Center 67

Outsource Consultants

JUNE 8, 2023

For the past decade, Schoonmaker has been a significant influencer in the call center industry. His expertise has established him as a trusted advisor within the call center industry, and he eagerly anticipates applying his wealth of experience to his new role at Outsource Consultants. “I

Consulting 67

Consulting Consulting outsourcing Telecommunications 67

Fonolo

FEBRUARY 27, 2023

While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. Chatbots, FAQs, and assistive AI all fall under this umbrella — with that said, it’s not enough to implement these resources. Watch the video or read on for the highlights!

Self service 142

Self service Contact Center Chatbots Consulting 142

ShepHyken

FEBRUARY 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Carole McCluskey: Create Memories That Count by SMG Events. Who’s Who in Digital Experience?

Customer Service 345

Customer Service Customer centricity Construction Customer Experience 345

Playvox

FEBRUARY 6, 2024

How Quality Management Has Evolved Fast forward to the post-war industrial revolution when companies turned their attention to quality products and the production process on the factory lines. Due to time and resource constraints, contact centers only analyze a small percentage of their interactions.

Quality management 83

Quality management Customer centricity Management Contact Center 83

ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. My Comment: Augie Ray is a rock star analyst with Gartner. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Journey mapping 196

Journey mapping Customer Service Customer centricity Self service 196

Outsource Consultants

AUGUST 31, 2023

With our team’s over 150 combined years of call center industry experience, we are uniquely positioned to initiate lasting partnerships between our clients and BPO providers. Our mission is to provide companies a call center industry insider’s expertise without requiring them to exhaust their own time and resources.

outsourcing 67

outsourcing Consulting Consulting Call Center 67

Outsource Consultants

MARCH 15, 2022

Regionals Midwest, including company profiles and an interactive database that can be sorted by industry, metro area, and other criteria, can be found at inc.com/midwest starting March 15, 2022. Our mission is to provide companies a call center industry insider’s expertise without requiring them to exhaust their own time and resources.

Consulting 128

Consulting Consulting outsourcing Call Center 128

Outsource Consultants

OCTOBER 29, 2021

With our team’s over 150 combined years of call center industry experience, we are uniquely positioned to initiate lasting partnerships between our clients and BPO providers. Our mission is to provide companies a call center industry insider’s expertise without requiring them to exhaust their own time and resources.

Consulting 126

Consulting Consulting outsourcing Call Center 126

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. Société Générale’s group head of corporate resources and innovation explains how to achieve such symmetry. And, it’s also not a coincidence that they happen to be more successful than others in their industry.

Airlines 237

Airlines Customer Service Chatbots Customer Care 237

Call Design

AUGUST 30, 2022

Intelligent automation solutions are increasingly being applied throughout the contact centre industry to help you deliver a better customer experience and improve processes, as well as seamlessly support agents. Intradiem’s intelligent automation can empower a contact centre to better utilise agent time and maximise labour resources.

Coaching 78

Coaching Best practices Metrics Management 78

ShepHyken

APRIL 15, 2019

Each week I read a number of customer service and customer experience articles from various resources. Riccardo Pasto, the senior analyst of CX at Forrester, identified a number or “pitfalls” that can potentially apply to almost any business. Let’s take some lessons from the retail industry.

Customer Service 216

Customer Service Chatbots Self service Customer Experience 216

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Mazareanu, Call center services industry in the U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

CSM Magazine

SEPTEMBER 14, 2023

Standardization of business processes leveraging journey mapping, human-centered design, and industry best practices (e.g., The good news for Retail/e-Commerce brands is that 62% of their customers think their customer care needs and expectations are generally being met, versus 35% of consumers across all industries.

Journey mapping 59

Journey mapping Government Transportation Customer Care 59

Beyond Philosophy

MARCH 8, 2017

To make matters worse, consolidation of the telecom industry creates an unhealthy environment for Customer Experience progress. I understand the challenges of this industry. However, even I find it astonishing, the lack of progress the industry has made toward providing an exemplary, or even adequate Customer Experience.

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

Monet Software

JANUARY 20, 2021

As a long-time industry analyst focused on the contact center workforce optimization market, I have long questioned why small to medium-size (SMB) businesses do not get more love from the major WFO vendors. Since 2007 Pelorus Associates has authored 19 comprehensive reports on WFO applications.

contact center workforce 118

contact center workforce Contact Center Service level Engineering 118

Fonolo

OCTOBER 3, 2018

This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. The culture in the workplace may be due for an upgrade, including the provision of psychological support resources.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

DMG Consulting

JANUARY 3, 2020

To support these new “interaction centers,” service departments will employ coders to create the IVAs and attended RPAs, business analysts to keep them optimized, and AI managers to oversee the projects. This represents the first major shift in employment opportunities for the contact center industry. Like what you’re reading?

contact center workforce 96

contact center workforce Contact Center Virtual Agent Enterprise 96

Fonolo

JANUARY 14, 2020

When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Jeanne Bliss. Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

OctopusTech

DECEMBER 10, 2019

In light of our widespread success and impact, we’ve been named one of the top call centers by Clutch, an objective resource for B2B ratings and reviews. We’d like to attribute this success to our customers, who participated in client interviews on our behalf with Clutch business analysts!

Telemarketing 104

Telemarketing B2B Call Center outsourcing 104

Fonolo

APRIL 10, 2019

Reporting from Five9’s analyst summit last week, analyst Sheila McGee-Smith tweeted a dramatic statement from CEO Rowan Trollope. ” ) The CEO of RingCentral found an impactful way to demonstrate this at the RingCentral analyst event last week. That image is via analyst Blair Pleasant’s write-up. The game is over.

CRM 98

CRM Contact Center Call Center Contact center software 98

CSM Magazine

SEPTEMBER 11, 2023

” The resources he was referring to were, of course, the likes of demand forecasting, scheduling, reporting and analysis and capacity planning, with the need for organisations to focus on these processes to unlock the benefits of mature WFM solutions that have either yet to be unearthed or forgotten about completely.

Management 52

Management Entertainment Consulting Consulting 52

Outsource Consultants

OCTOBER 28, 2022

With our team’s over 150 combined years of call center industry experience, we are uniquely positioned to initiate lasting partnerships between our clients and BPO providers. Our mission is to provide companies a call center industry insider’s expertise without requiring them to exhaust their own time and resources.

outsourcing 67

outsourcing Consulting Consulting Call Center 67

CSM Magazine

NOVEMBER 9, 2022

Jim Davies , the former Gartner analyst who helped define and nurture the market segments for workforce optimisation (WFO), workforce engagement management (WEM), and voice of the customer (VoC) solutions has joined Calabrio , the workforce performance company, as Chief Experience Officer (CXO).

Marketing 52

Marketing Customer centricity SaaS Contact Center 52

Calabrio

JULY 28, 2020

Original post on all the finalists below: It’s always wonderful to see our customers recognized as industry leaders. Rackspace pairs Calabrio WFM with Amazon Connect PBX for modern contact center forecasting and resource planning. Stay tuned for a special profile of Sharon and her accomplishments. Julie Reed, Pepco.

outsourcing 80

outsourcing Contact Center CRM APIs 80

Jon Arnold

NOVEMBER 10, 2017

This crossed my path recently, and wanted to share it as a good resource/overview of technologies currently leading the contact center space. There's a solid list of industry experts - myself included, thanks - and if you're not sure who to follow to stay on top of things, this cohort covers the ground pretty thoroughly.

Contact Center 80

Contact Center Technology Benchmark Consulting 80

Vcaretec

JUNE 6, 2022

Customer support representatives need to also have support, in the form of human resources, IT, and care analysts ready to on-board, offer technical support, and monitor your care analytics. For every 15 customer care representatives, the team should have a supervisor, a quality analyst, and a team lead.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

Global Response

JANUARY 22, 2024

Across all industries, outsourcing continues to help businesses save money, streamline processes, and gain a competitive advantage. And it’s not just large companies: In 2023, 90% of small businesses across industries planned to outsource. Analysts predict it will double by 2032.

outsourcing 62

outsourcing Healthcare Best practices Business Process Outsourcing 62

CX Global Media

MARCH 27, 2018

Tethr’s AI in their listening platform has been trained to think like a Gartner analyst, surfacing insights that help you pinpoint and prioritize issues causing the highest customer effort. Too often contact centers need to fight for resources and personnel development. So, what – you might ask? Give Sight to the Blind.

Customer effort 200

Customer effort Contact Center Call Center contact center solutions 200