ShepHyken

NOVEMBER 10, 2021

She said that my problem was complicated, and while she could probably give me the answer that would make me happy in the short term, it was not a long-term solution. Normally I would have been frustrated, but she gave me enough information to make me feel confident she was working on a solution. Next, she explained why.

Customer Support 362

Customer Support Customer Service Personalization 362

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

TechSee

AUGUST 10, 2023

As a solution that is natively integrated with Amazon Connect, there are no integration costs for customers to deploy. Visual engagement continues to drive better business outcomes, virtualizing face-to-face interactions. Simply put, text and voice are not enough for today’s highly demanding consumer.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. IntouchCX continues to expand its global presence with over 25,000 employees across 12 countries.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). B2B transactions, such as IBM’s enterprise software solutions or Caterpillar’s heavy machinery, involve substantial investments and can extend for months or even years.

B2C 90

B2C B2B Marketing Accountability 90

VirtualPBX

FEBRUARY 23, 2024

In the ever-evolving landscape of telecommunications, businesses must stay vigilant to adapt to regulatory shifts that can impact their operations. This significant change has implications for businesses relying on traditional phone lines for their communication needs.

Telecommunications 98

Telecommunications Government Technology Consulting 98

AWS Machine Learning

DECEMBER 19, 2023

This post was written in collaboration with Ankur Goyal and Karthikeyan Chokappa from PwC Australia’s Cloud & Digital business. Many businesses already have data scientists and ML engineers who can build state-of-the-art models, but taking models to production and maintaining the models at scale remains a challenge.

Analytics 106

Analytics Engineering Government Best practices 106

24-7 InTouch

APRIL 26, 2024

But businesses must navigate the delicate balance between leveraging AI for competitive advantage and ensuring safety and ethical integrity. This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment.

Government 52

Government Customer centricity Technology Management 52

Momentum Telecom

NOVEMBER 21, 2023

By joining forces with G12, we are poised to deliver premier voice-enabled collaboration solutions that empower organizations and the modern workforce to thrive in an increasingly digital and collaborative world,” said Todd Zittrouer, CEO of Momentum. “This strategic acquisition marks a significant milestone for Momentum.

Technology 111

Technology Management Marketing 111

24-7 InTouch

APRIL 17, 2024

Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards. Learn more about the Stevie Awards at [link].

Contact Center 105

Contact Center Technology Sales Management 105

VirtualPBX

JANUARY 11, 2024

Looking ahead to the unfolding year, 2024 holds even more transformative plans, featuring innovative solutions like real-time contact center and POTS replacement. One notable achievement was the launch of VirtualText Forward , a groundbreaking solution designed to empower small businesses.

Contact Center 98

Contact Center Customer centricity Sales Feedback 98

TeleDirect

MAY 4, 2020

You Can Say that Again: The Importance of Redundancy for Business Continuity. Now more than ever, remote-based business processing outsourcing (BPO) services are essential for businesses and non-profits to handle everything from customer service to lead generation. Confidence is shaken.

Business Process Outsourcing 106

Business Process Outsourcing Government Call Center Enterprise 106

AWS Machine Learning

APRIL 24, 2024

The Amazon D&C team implemented the solution in a pilot for Amazon engineers and collected user feedback. The solution uses Amazon SageMaker JumpStart as the core service for model deployment, fine-tuning, and reinforcement learning. Some of the errors (about 10% of negative feedback and 7.5%

Engineering 100

Engineering Feedback Construction Analytics 100

TeamSupport

DECEMBER 8, 2023

As customer expectations continue to rise, businesses must invest in robust customer support software to streamline interactions, enhance efficiency, and ultimately build lasting relationships. While there are many options to choose from, be sure to keep these eight factors in mind before you commit to a solution.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

Vistio

APRIL 22, 2024

From automating routine tasks to providing personalized recommendations, AI promises to revolutionize how businesses interact with their customers. With advancements in natural language processing (NLP), machine learning (ML), and automation technologies, the potential for AI-driven customer service solutions seems limitless.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

CSM Magazine

MARCH 5, 2024

Business Systems Ltd , a leading provider of compliance and digital transformation solutions, has proudly announced the appointment of Mike Wardell as the company’s new Chief Executive Officer (CEO). His leadership style aligns perfectly with Business Systems’ commitment to excellence and client satisfaction.

Calibration 52

Calibration Banking Management Customer Experience 52

Zappix

MARCH 21, 2024

In the ever-evolving business landscape, one thing remains constant: the importance of exceptional customer service. As we delve deeper into the digital age, customer expectations continue to soar, pushing companies to adopt new strategies and technologies to meet these demands.

Customer Service 52

Customer Service Self service Chatbots Analytics 52

AWS Machine Learning

NOVEMBER 22, 2023

The IDP Well-Architected Lens is intended for all AWS customers who use AWS to run intelligent document processing (IDP) solutions and are searching for guidance on how to build secure, efficient, and reliable IDP solutions on AWS. This post focuses on the Operational Excellence pillar of the IDP solution.

Best practices 86

Best practices Metrics Feedback Enterprise 86

Cyara

FEBRUARY 22, 2024

These things reflect badly on a business, frustrate agents trying to do their jobs, and chase customers away. Continuous Improvement Support It’s unfortunately true that on Monday, all your agents could be serving customers with the highest quality interactions possible, and by Tuesday, nothing works.

Contact Center 76

Contact Center Customer Experience Technology Sales 76

NobelBiz

FEBRUARY 27, 2024

Agent Screen Capture: Monitoring and improving agent performance is a continuous challenge in call center optimization. Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

CSM Magazine

APRIL 18, 2024

Automated workflows and integration of management systems has meant that two, full-time staff members have been redeployed within the business equating to a saving of around £60,000 per annum. “We knew how our business operated and the workflows that were required to get jobs done and invoiced,” he continued.

Management 52

Management Engineering CRM Finance 52

Momentum Telecom

AUGUST 22, 2023

Acquisition Expands Reach of Momentum’s Managed Network Offering ATLANTA – August 22, 2023 – Momentum , a leading global provider of managed cloud services and next-gen managed network solutions, today announced that it has completed its transaction to acquire Asset Black , a Savannah, Ga.-based based managed network provider.

Customer centricity 98

Customer centricity Sales Management 98

AWS Machine Learning

APRIL 16, 2024

They’re often used with highly sensitive business data, like personal data, compliance data, operational data, and financial information, to optimize the model’s output. This is why it is critical for AWS to continue to innovate on behalf of our customers to raise the bar on security across each layer of the generative AI stack.

Engineering 120

Engineering Personalization Accountability Customer Experience 120

TeamSupport

APRIL 17, 2024

As businesses scramble to keep up with growing demands, the right customer support solution becomes a pivotal asset. When looking at customer support solutions, it's essential to identify features that not only address current needs but are also scalable for future growth and challenges. This is where TeamSupport stands out.

Customer Support 52

Customer Support Analytics Upselling CRM 52

NobelBiz

OCTOBER 31, 2023

Business is more than just transactions. At its heart, business is a bond between service providers and customers. It’s at these moments they seek more than just a solution: Satisfactory service is the baseline expectation. However, during trying times, these expectations rise significantly.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Workforce engagement is a business concept that describes the level of enthusiasm and dedication workers have toward their jobs. Why Workforce Engagement Matters to Business?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Help your business grow Complaint resolution is not just about damage control but also a powerful tool for business expansion. Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

VirtualPBX

JANUARY 25, 2024

Over the ensuing decades, these analog lines became the backbone of telecommunications, serving as a lifeline for both residential homes and businesses. As the communication landscape continues to evolve, the challenges faced by POTS lines highlight the necessity for a transition towards more modern and adaptive solutions.

voip 105

voip Telecommunications Technology 105

VirtualPBX

SEPTEMBER 19, 2023

In today’s fast-paced business world, staying connected and effectively managing communications is paramount to success. That’s where VirtualPBX steps in, offering a range of business phone plans that have been making waves for their industry innovation. Scalability: As your business grows, so can your phone system.

Telecommunications 105

Telecommunications Enterprise Marketing Personalization 105

Call Experts

APRIL 8, 2024

In business, exceptional call handling and customer service can set you apart from the competition. When customers reach out for assistance or information, they seek solutions and a positive experience. Zippia explains that 40% of American customers ceased business with a company following a negative customer service experience.

Customer Service 52

Customer Service Interactive Voice Response Call Center Scripts 52

Comm100

APRIL 22, 2024

This can directly lead to improved customer satisfaction, increased sales, and more repeat business. Acknowledging and understanding these challenges is critical as it lays the foundation for developing tailored solutions that significantly enhance agent productivity.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52