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

24-7 InTouch

FEBRUARY 13, 2024

This partnership is designed to support the growing need for globally diverse customer service solutions while leveraging a people-driven culture, and operational best practices from both companies. The Company acquired global BPOs Knoah Solutions in 2020, and Goodbay Technologies in 2021.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

ShepHyken

OCTOBER 9, 2023

Conversational AI solutions can be beneficial in voice-led customer interactions. ” About: Peter Mullen is the Chief Marketing Officer of Interactions , a company specializing in intelligent virtual assistants and conversational AI. He is a seasoned marketing executive with 20 years of experience.

Customer Support 212

Customer Support Enterprise Technology Contact Center 212

ShepHyken

DECEMBER 19, 2023

For now, you can guess. Cindy, from my office, had a customer service issue. A Seamless Omni-Channel Experience – The definition of an omni-channel experience is a continuous conversation moving from one form of communication to the next. I’ll share that company’s name at the end of this article. And this part is important.

Customer centricity 212

Customer centricity Chatbots Self service Feedback 212

ShepHyken

JUNE 12, 2023

It also enhances communication internally and externally, making it easy for your team to delight your customers with less effort in less time. Whenever an update is implemented within your organization, ensure it is communicated from the frontline to the back office so that everyone can access the same information.

Customer centricity 156

Customer centricity Sales Customer Service Customer Experience 156

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. Read Shep’s latest Forbes article: Nine Out Of 10 Companies Will Require Employees To Return To The Office Achieving success in business goes beyond offering quality products and services.

Employee engagement 338

Employee engagement Morale Customer Experience Feedback 338

Playvox

FEBRUARY 20, 2024

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. Remote work is the practice of working from a location other than the traditional office setting. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

VirtualPBX

JUNE 21, 2023

As the summer season approaches, businesses are actively seeking ways to reduce operating costs while maintaining efficient communication systems. One solution that stands out in the realm of cost-saving and streamlined communication is VirtualPBX.

voip 98

voip Call Logging Telecommunications Morale 98

The Northridge Group

MARCH 14, 2023

By investing in modern data analytics solutions, to gain timely, actionable insights about business performance and the patient experience as a whole, they can use this information to better understand and address friction points, thereby boosting retention. According to 2021 data, 59%-70% of patients would rather self-schedule appointments.

Healthcare 142

Healthcare Technology Self service Analytics 142

TechSee

MARCH 7, 2023

Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence. Kate champions digital innovations that create the best customer experience and solutions. She is a force to be reckoned with as a writer and speaker on customer experience.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

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]. To learn more about us, visit intouchcx.com.

Contact Center 105

Contact Center Technology Sales Management 105

Inbenta

JUNE 14, 2023

DALLAS – [June 14, 2023] – Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Adam Rivera to Chief Legal Officer. As Chief Legal Officer, Rivera will be responsible for leading Inbenta’s legal, compliance, and regulatory oversight.

Government 98

Government Chatbots Enterprise Marketing 98

VirtualPBX

FEBRUARY 1, 2024

Standing for Plain Old Telephone Service, the POTS line has a rich history deeply intertwined with the evolution of communication technology and has served as the steadfast backbone of telecommunication systems for decades. What is a POTS Line?

Telecommunications 105

Telecommunications voip Technology Analytics 105

TechSee

AUGUST 14, 2023

He is currently the Strategy & Optimization Czar at Call Design North America (CDNA), the leader in workforce management solutions for contact centers. She is a 5-time Chief Customer Officer, a published author of four books, a keynote speaker, a thought leader, and an industry-leading expert on customer-centric leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

VirtualPBX

JANUARY 25, 2024

In the dynamic and ever-evolving landscape of communication technology, traditional methods frequently find themselves gradually supplanted by the emergence of newer, more advanced alternatives. However, the landscape of communication has undergone a seismic shift in recent years, marked by the advent of digital technologies and the internet.

voip 105

voip Telecommunications Technology 105

Momentum Telecom

OCTOBER 23, 2023

Around 130 million commercial Microsoft users now use Teams , 1 so it only makes sense that more businesses want to know if they can use this popular collaboration platform as a voice solution. Can Businesses Use Teams as a Voice Solution? Yes, businesses can use Microsoft Teams as a voice solution.

Wait times 105

Wait times CRM Customer Service Personalization 105

Back Office Centers

SEPTEMBER 26, 2023

A reliable back office service provider is useful in this situation. The advantages of back office outsourcing will be discussed in this article, along with some advice on how to get started. This section will explain what back office jobs are and why firms are increasingly hiring outside experts to do these duties.

outsourcing 62

outsourcing Metrics Accountability Enterprise 62

Fonolo

AUGUST 26, 2021

An overwhelming majority (76%) of customers prefer phone communication with customer service representatives, as it often provides an immediate solution compared with live chat, email, and social media channels. Call centers that kept their physical offices still experienced certain changes due to the COVID-19 pandemic.

Call Center 142

Call Center Real estate call center software Interactive Voice Response 142

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). In recent years, emerging as a leader in communication solutions that support organisations to transform their CX strategies.

Calibration 52

Calibration Banking Management Customer Experience 52

COPC

MARCH 11, 2024

Should this role be fully in-office, hybrid, or remote? Have we considered current research showing that at-home employees are more satisfied than those required to go into an office? Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

TechSee

OCTOBER 9, 2018

On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter to her WeWork shared office space, stopping briefly at the local convenience store to pick up her morning coffee. Cloud-based, omni-channel CRM solutions.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

CSM Magazine

FEBRUARY 6, 2024

Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers. Enhanced efficiency The advancement of technology has provided businesses with quick and efficient solutions to communicate with their customers.

Customer Service 98

Customer Service Chatbots Technology Sales 98

Connect

DECEMBER 11, 2023

By Martin Cross , Chief Strategy Officer at Connect. By orchestrating first-line customer engagement with intelligent routing, the solution can allocate basic engagements and repetitive tasks to automated AI solutions like chat bots or conversational virtual agents. AI-based decisioning can field and prioritise inbound calls.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

VirtualPBX

MARCH 14, 2023

Said Rich Tehrani, CEO, TMC, “in the opinion of our judges and editorial team, VirtualPBX Business Phone Plans have proven to be among the best communications and technology solutions available on the market. I look forward to continued leadership from VirtualPBX.” So what has been happening?

Call Center 98

Call Center Marketing Feedback Technology 98

Connect

APRIL 18, 2024

Amid this hype, Chief Technology Officers (CTOs) feel pressure to invest in Gen AI in some form, with a BCG survey of over 1,400+ C-suite executives revealing that 89% rank AI and Gen AI as a top-three tech priority for 2024. However, Gen AI is not a plug-and-play solution.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

Momentum Telecom

MARCH 14, 2022

Your first task is to ensure that employees can easily access the applications they use and communicate with coworkers, customers, vendors, and other third parties. The network you use to connect your employees must work the same for those in your office and those working from a home office. Collaboration.

Customer Support 98

Customer Support Management 98

Blueship Call Center

OCTOBER 25, 2023

Companies have a few alternatives when it comes to back office operations: they may handle everything in-house, outsource the entire operation or just some tasks to outside vendors. The last choice is gaining popularity as more and more companies learn how advantageous it is to hire back office support system. Let’s get going!

outsourcing 76

outsourcing Customer Care Call Center Technology 76

Momentum Telecom

JUNE 11, 2021

A hybrid work environment needs high-quality, cloud-based communications and collaboration technology. The key is making remote workers feel like they haven’t left the office behind. Cloud voice and unified communications are solutions that easily enable your business to migrate your communications infrastructure to the cloud.

Technology 98

Technology Engineering Enterprise Analytics 98

Momentum Telecom

JULY 20, 2021

Today, research indicates [1] that a hybrid workforce – where some employees work in the office, some work from home, and some split their time between the office and home – is likely to be the future of work. Why Are Cloud Communications Critical? . Network Solutions . What Technologies Support a Hybrid Workforce? .

Technology 92

Technology Service level Personalization Management 92

Momentum Telecom

FEBRUARY 27, 2024

Around 130 million commercial Microsoft users now use Teams ,1 so it only makes sense that more businesses want to know if they can use this popular collaboration platform as a voice solution. Can Businesses Use Teams as a Voice Solution? Yes, businesses can use Microsoft Teams as a voice solution.

Wait times 52

Wait times CRM Customer Service Personalization 52

Inbenta

SEPTEMBER 30, 2023

Inbenta adds new Chief Marketing Officer, Head of Experience, and Head of Product DALLAS, September 27, 2023 – Inbenta, an AI platform purpose-built to optimize customer experience, today announced the appointment of David Barnhardt to Head of Experience, Janice Diner to Chief Marketing Officer, and Robin Dindayal to Head of Product.

Banking 52

Banking B2B Enterprise SaaS 52

VirtualPBX

NOVEMBER 16, 2023

In our modern and interconnected world, effective cross-border communication, particularly when calling Canada from the US, is pivotal for both personal and business interactions. These issues not only hinder the flow of communication but also compromise the overall experience for both personal and business calls.

voip 105

voip Personalization Technology Customer Service 105

COPC

OCTOBER 16, 2023

Today’s multigenerational workforce brings together unique values, communication styles, work preferences and even technology habits. Older generations often view traditional office setups as the standard way of working, valuing face-to-face interactions and a structured workday. The Five Generations in the Current U.S.

Transportation 94

Transportation Surveys Technology Contact Center 94

Back Office Centers

DECEMBER 14, 2023

Back office outsourcing services are very advantageous for companies looking to save costs, increase efficiency, and gain a competitive advantage in the market. Let’s examine some of the main benefits that make back office outsourcing advantageous for businesses strategically. Describe back office outsourcing, please.

outsourcing 57

outsourcing Finance Accountability Business Process Outsourcing 57

NobelBiz

DECEMBER 5, 2023

Business call forwarding is a vital tool that seamlessly redirects incoming calls to ensure constant communication with clients and colleagues. By incorporating call forwarding into their communication strategies, businesses can achieve higher connectivity, customer satisfaction, and operational efficiency.

voip 104

voip Cloud contact Contact center software Contact Center 104

NobelBiz

NOVEMBER 20, 2023

In an era defined by digital communication, mastering the art of business calls is non-negotiable. Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

NobelBiz

FEBRUARY 6, 2024

Compliance and privacy are critical considerations when it comes to SMS communications in contact centers. We were able to train people easily, and deploy it to their computers in their home offices to keep productivity going!” According to Depies, believing that short codes are the solution to all challenges is a common misconception.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98