TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

AWS Machine Learning

MARCH 22, 2024

Contentful is an intelligent composable content platform that allows the creation and management of content to build digital experiences. Use case Contentful customers use the platform to scale content across global experiences, brands, and channels. About the Authors Ulrich Hinze is a Solutions Architect at AWS.

Engineering 88

Engineering Consulting Consulting Enterprise 88

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. From the ongoing impact of COVID-19 to supply chain issues and global conflict, businesses are facing unrelenting pressure.

Customer Service 151

Customer Service Chatbots Self service Customer Care 151

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Fast forward to today, Carol leads the iconic UPS brand.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

24-7 InTouch

NOVEMBER 2, 2023

Winnipeg, MB – November 2, 2023 – IntouchCX, a global leader in contact center and technology solutions, has announced the appointment of Mitul Kotecha and Shane Kozlowich as its new Co-Chief Executive Officers. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results.

Real estate 111

Real estate Finance Contact Center Technology 111

ShepHyken

MARCH 4, 2022

This week we feature an article by Mike Macpherson, Director of Sales and Marketing for VBO Tickets , a global provider of a total ticketing engagement solution. Customers want to feel you are genuinely trying to understand their concerns and then they want to see you deliver solutions to those concerns.

Customer Experience 179

Customer Experience Customer centricity Sales Marketing 179

CSM Magazine

APRIL 22, 2024

As Laura Stevens, CCaaS & CRM Product Manager at Awaze, pointed out, their company is still in the early stages of integrating AI across different platforms and services. However, the human touch will remain crucial, especially in omnichannel environments where customers interact with brands across multiple touchpoints.

outsourcing 52

outsourcing Engineering CRM Technology 52

24-7 InTouch

JANUARY 9, 2024

CAIRO, EGYPT – January 10, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has announced the creation of more than 500 full-time jobs in Cairo. Established in 2000, IntouchCX currently employs more than 25,000 people across 22 locations worldwide.

Technology 64

Technology Personalization Customer Experience Management 64

24-7 InTouch

JANUARY 13, 2023

“ 24-7 Intouch , a global leader in contact center and technology solutions, announced today it is changing its corporate name to IntouchCX to better align with its accelerated growth, new solution offerings, and positioning as a market innovator. IntouchCX currently operates globally in a work from anywhere model.

Employee engagement 98

Employee engagement Contact Center Technology Marketing 98

CSM Magazine

MARCH 13, 2024

Activewear brand, Sweaty Betty, has achieved transformational success by partnering with customer experience (CX) experts Sabio Group to overhaul its customer service experience. Overall, the enhancements empowered customers to engage with the brand on their channel of choice – whether self-service, email, web or chat.

Customer Experience 52

Customer Experience Self service Customer Care Chatbots 52

Cyara

FEBRUARY 13, 2024

Today, we’re thrilled to announce a new, industry-first solution to this challenging situation for contact centers with outbound call line identification (CLIs) serving your customers around the world. When they appear incorrectly, are not branded, or are marked as spam, they’re unable to get through.

Technical Support 76

Technical Support Contact Center Healthcare Sales 76

Global Response

DECEMBER 21, 2023

Does customer service really impact how your audience views your brand? Take a look for yourself: 3 out of 5 customers say that good customer service is necessary for them to feel loyal to a brand. 83% of consumers say they feel more loyal to brands who quickly resolve their concerns and complaints.

Customer Service 62

Customer Service outsourcing Chatbots Abandon rate 62

CSM Magazine

FEBRUARY 7, 2024

Sabio Group , the digital customer experience transformation services specialist, has expanded its partner leadership with the appointment of two new Global Partner Account Managers. Tina will be responsible for managing key Sabio partnerships with Avaya, Verint, Microsoft and Google.

Accountability 52

Accountability Sales Technology Management 52

CSM Magazine

JANUARY 16, 2024

Gabrial Rodriguez Seilhan, Managing Director for Iberia Sabio Group , the global digital experience transformation services specialist, has announced the appointment of a new Managing Director for its Iberian operations.

Management 52

Management Consulting Consulting Marketing 52

Global Response

JULY 23, 2023

In many cases, customers can easily spot the difference between an internal employee who’s well versed in the brand, policies, products and experience, and an external agent who’s just trying to answer basic service questions. We selectively match our specialists to each brand so they embody your culture at every customer touchpoint.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

24-7 InTouch

JANUARY 9, 2024

Our partner, a global leader in the online learning space, experienced growth in all global markets. The Challenge Faced with a need for budget optimization, our partner required an innovative solution to deliver quality multilingual support at lower cost, including niche languages like Bahasa and Arabic.

Customer Experience 52

Customer Experience Average Handle Time Education Government 52

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They also value brand engagement over social networks as well. Cloud-based, omni-channel CRM solutions. The Millennial opportunity for businesses.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Spearline

JULY 5, 2022

This blog outlines Spearline’s IVR testing solutions. These IVR tools include interactive dashboard, IVR mapping, IVR transcription, audio capture, global coverage and scheduled testing. If one of these problems did occur, it could result in your brand reputation being damaged. . Interested in Spearline’s IVR Tester?

Interactive Voice Response 98

Interactive Voice Response Call flow Contact Center Technology 98

Global Response

MARCH 1, 2023

Here at Global Response, we’re excited to announce that several of our clients have been recognized for their exceptional customer service in “Best Customer Service 2023” awards from both Newsweek and Forbes. Forbes’ respondents ranked brands in more than a dozen different categories, including customer service. We were so pleased.”

Customer Service 62

Customer Service outsourcing Surveys Sales 62

Global Response

NOVEMBER 21, 2023

The solution? In part because it’s difficult to manage, especially at scale. That’s where a trusted healthcare BPO partner can enhance your solutions. Addressing Industry Challenges with BPO Solutions BPO isn’t just a benefit for patients, though—it also provides necessary support for overworked healthcare teams.

Healthcare 62

Healthcare outsourcing Call Center Personalization 62

Global Response

JANUARY 22, 2024

But with the rise of modern technology and the globalization of the workforce, call centers and business process outsourcing (BPO) services look very different today. Globalization and Call Center BPO Outsourcing is becoming more seamless and effective as it is easier and easier to connect with people worldwide.

Call Center 62

Call Center outsourcing Interactive Voice Response voip 62

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. Today, it offers advanced, learning-driven solutions that redefine customer service. It effectively decodes the customer’s detailed descriptions and offers solutions in real time.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

NobelBiz

FEBRUARY 6, 2024

Global Awareness: Contact centers operating globally or across different regions must be diligent and comply with the specific regulations of each jurisdiction they operate in. Holly Depies suggests that the future of SMS marketing lies in the intelligent use of technology to streamline and enhance campaign management.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

Call Experts

OCTOBER 5, 2023

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. A satisfied customer is more likely to become an advocate for your brand. Boosting Brand Reputation A well-handled customer inquiry or complaint can turn a near-harmful experience into a positive one.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

CSM Magazine

FEBRUARY 28, 2024

Today, as the CEO, I’m proud to lead a company that manages more than 500 enterprise brands globally, helping some of the world’s largest companies deliver exceptional customer experiences. That level of passion and commitment to finding solutions is truly inspiring. How did we get here?

Enterprise 52

Enterprise Technology Customer Experience Management 52

24-7 InTouch

OCTOBER 12, 2023

INTOUCHCX ANNOUNCES EXPANSION INTO EGYPT WINNIPEG, MB – OCTOBER 12, 2023 – IntouchCX, a leading global customer experience and technology company, has announced its expansion into Egypt. This is the second global footprint expansion for IntouchCX in 2023.

Finance 64

Finance Education Marketing Technology 64

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. How customers experience your brand is more important than ever before.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Call Experts

APRIL 8, 2024

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. A satisfied customer is more likely to become an advocate for your brand. Boosting Brand Reputation A well-handled customer inquiry or complaint can turn a near-harmful experience into a positive one.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Cincom

JUNE 5, 2023

Cincom Systems announces a strategic partnership with Sapiens International Corporation, a leading global provider of software solutions for the insurance industry. “We are thrilled to partner with Sapiens International Corporation,” said Brian Bish, Managing Director, Eloquence North America.

Customer Experience 52

Customer Experience SaaS Management Marketing 52

Global Response

APRIL 17, 2023

Not only can a great BPO call center manage day-to-day operations of customer service and support, but BPO outsourcing can also help boost productivity, improve processes, integrate customer data and analytics, improve QA processes and more. 68% of consumers would switch brands if another brand offered support in their native language.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

CSM Magazine

NOVEMBER 30, 2023

With the expansion of global markets and the increasing need for efficient, cost-effective shipping solutions, small businesses are seeking options that can help them compete effectively in the global marketplace. The year 2024 marks a significant era for small businesses, especially in terms of logistics and shipping.

Transportation 52

Transportation Enterprise Marketing Technology 52

Spearline

JANUARY 6, 2022

Cloud migrations are on the agenda The global pandemic has accelerated call center cloud migration for many organizations. Businesses have faced difficult market circumstances and workforce management challenges. Multisite capacity and capabilities are often noted as the greatest benefit of cloud-based contact center solutions.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

24-7 InTouch

JUNE 12, 2023

WINNIPEG, MB – June 12, 2023 – IntouchCX is excited to announce a partnership with NeuralSpace, a Software as a Service (SaaS) solution, to enhance its language solutions for their clients across the globe. It is very exciting to take the power of NLP into a global network like IntouchCX,” said NeuralSpace CEO, Felix Laumann. “It

APIs 52

APIs SaaS Technology Customer Experience 52

Global Response

FEBRUARY 28, 2024

Pharmacy benefit management : Outsourcing the administration of prescription drug programs to specialized companies. Clinical data management : Managing and processing clinical trial data to ensure high-quality and reliable data. Human resources : Outsourcing recruitment, training, and HR management functions.

Healthcare 62

Healthcare outsourcing Best practices Business Process Outsourcing 62

Inbenta

SEPTEMBER 30, 2023

The additions to Inbenta’s executive team aims to support Inbenta’s expansion in the North American market; further innovate its products and services; and increase Inbenta’s brand awareness to key sectors. Inbenta is actively working with companies across industries to fine-tune its solutions for both the corporate and end-user.

Banking 52

Banking B2B Enterprise SaaS 52

Global Response

MARCH 13, 2024

Customer retention and loyalty programs : Outsourcing providers design and manage customer retention strategies to increase customer loyalty and reduce churn. Social media management : Outsourced CX providers monitor, engage, and respond to customers on social media, fostering positive relationships and addressing concerns.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. SevenRooms is currently live across 25 countries at Marriott brands including W Hotels, The Ritz-Carlton, St.

Technology 52

Technology CRM Marketing Management 52