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Spearline
SEPTEMBER 26, 2022
Digital transformation (DX) is redrawing the entire contact center map. One of the most disruptive DX trends is the shift to a seamless omnichannel customer experience (CX).
Spearline
SEPTEMBER 16, 2022
Today’s customers are connected customers, they expect personalized, seamless, omnichannel engagement and they are willing to pay a premium for it. Building an ecology of CX excellence takes some effort but you’ll be glad you put the work in.
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Spearline
AUGUST 26, 2022
Do you ever find yourself up all night worrying about how your infrastructure is keeping pace with your requirements and your SLAs? Do you toss and turn, stressing about whether your webRTC application is working globally just where you need it?
Spearline
AUGUST 17, 2022
Welcome The Dominican Republic, Ghana, Guatemala & Côte d’Ivoire to the Spearline network!
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
Spearline
AUGUST 12, 2022
Over the last number of years DEI has been the feature of many blogs, articles and white papers. But how does this actually impact how we attract, hire and retain employees? In this blog I will set out to explain what this is and how it impacts our hiring here at Spearline.
Spearline
SEPTEMBER 28, 2022
What is it and how do you test it? Interactive voice response, or IVR, is an automated enterprise telephony system that uses pre-recorded messages and/or text-to-speech technology to interact with a combination of voice telephone inputs and touch-tone keypad selection.
Spearline
AUGUST 24, 2022
Watch for the swerve. Real-time WebRTC communication has become the controlling force in communications technology and yet, somewhat ironically, there are still many WebRTC variables beyond our control.
Spearline
JANUARY 25, 2022
According to Forrester , it costs 5 times more to acquire new customers than it does to keep an existing one. Customer churn is a fact of life for almost every organization around the world.
Spearline
JULY 12, 2022
An introduction to Voice Quality Testing We’ve all experienced a phone call where the voice quality makes it almost impossible to hold a conversation. Sorry, what was that?’, ‘Can you repeat that?’…
Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic
In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.
Spearline
JUNE 28, 2022
For the full live experience click here. Bring visibility to WebRTC applications using monitoring Watch a replay of our live webinar from Wednesday June 15 hosted by Tsahi Levent-Levi, Head of Product at testRTC , author of Bloggeek.me
Spearline
JULY 21, 2022
If the recent seismic shift to WebRTC has taught us anything, it is this, WebRTC is tricky. Many view WebRTC as the new solution to all of our existing real-time communication problems. In fact, WebRTC isn’t really a solution, it’s a technology.
Spearline
JULY 28, 2022
Are you running your business phone system in the cloud? The reliance on cloud-based team collaboration software has grown rapidly with many enterprises using these applications to keep dispersed teams connected. But how do you measure the audio quality on these connections?
Spearline
JUNE 14, 2022
WebRTC doesn’t scale, right? Built as a peer-to-peer communications protocol, it’s true that traditional WebRTC did not lend itself easily to scalability practices. But that was then, this is now.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.
Spearline
MAY 19, 2022
For the full webinar experience click here Successful deployment of WebRTC applications Watch a replay of our live webinar from Wednesday May 11 hosted by Tsahi Levent-Levi, Head of Product at testRTC , author of Bloggeek.me
Spearline
JULY 4, 2022
The importance of WebRTC monitoring for enterprises Web Real Time Communications (WebRTC) is transforming the way we communicate online. Fuelled, in part, by the remote communication needs of the Covid-19 pandemic, use of WebRTC solutions has grown significantly in the last few years.
Spearline
JUNE 20, 2022
See why testRTC , is the world’s most powerful WebRTC testing and monitoring platform, for companies serious about WebRTC! WebRTC is an important focus for us today and how Spearline plans to future proof communications for our customers.
Spearline
JUNE 2, 2022
It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers.
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.
Spearline
MAY 17, 2022
We are excited to let you know that Spearline will be exhibiting at this year’s Customer Contact Week (CCW) in Caesars Forum, Las Vegas, from June 20 – 23, 2022, and we can’t wait to talk to as many of you as possible at the Spearline booth.
Spearline
JULY 5, 2022
[link] Customers don’t like waiting on hold, being directed to the wrong line or getting cut off. With IVR systems in place, it can be hard to know if your customers are experiencing these problems.
Spearline
JULY 6, 2022
There are a number of reasons outbound call campaigns are important to contact centers. Telemarketing/sales calls, customer service callbacks, marketing research or surveys are just a few of the types of outbound calls.
Spearline
MARCH 23, 2022
By utilizing WebRTC in your application you kept your customers happy by eliminating the need for them to download anything. Everything works in their web browser enabling them to use features such as video and chat quickly and easily.
Speaker: Kate Nasser, The People Skills Coach™
Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.
Spearline
DECEMBER 15, 2021
The Spearline Podcast Spearline Podcast Ep. 18 : Telecoms – Then and now with Ola Budak 35:57 Spearline Podcast Ep. 18 : Telecoms – Then and now with Ola Budak 35:57 30 30 1x Subscribe Listen and subscribe on your favorite app.
Spearline
MAY 3, 2022
Phone number testing is arguably one of the most important aspects to ensure an excellent customer experience. No matter what business you operate, your phone numbers are one of your most important assets. Studies show that phone calls are the most used channel for customer service.
Spearline
JULY 28, 2022
Are you running your business phone system in the cloud? The reliance on cloud-based team collaboration software has grown rapidly with many enterprises using these applications to keep dispersed teams connected. But how do you measure the audio quality on these connections?
Spearline
MAY 25, 2022
Welcome Bosnia and Herzegovina to Spearline! We are delighted to let you know that you can now test your numbers in Bosnia and Herzegovina across the country’s two major mobile networks – BH Telecom and M-Tel.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.
Spearline
APRIL 28, 2022
In this episode Mike and Kees are delighted to be joined by Stamatios Papadatos from ATOS. Stamatios is a Sr IT Leader Architect from Atos. we chat to him and get his insights into proactively managing your customer experience and much more.
Spearline
DECEMBER 1, 2021
Spearline
JUNE 8, 2022
Welcome Peru, Ecuador, Kenya and Nigeria to Spearline! We are delighted to let you know that you can now test your mobile numbers in Peru, Kenya, Ecuador and Nigeria across the countries major mobile networks.
Spearline
SEPTEMBER 9, 2022
At Spearline, we recognize that Interactive Voice Response, or IVR systems are an important point of contact between you and your customers and carry the weight of your brand message.
Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense
Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.
Spearline
SEPTEMBER 8, 2022
Clear and concise communication is the key to success – lowering the risk of misunderstanding and the likelihood of conflict.
Spearline
JANUARY 6, 2022
Analysts predict that cloud-hosted Contact Center as a Service (CCaaS) will become the dominant adoption model, exceeding 50% in 2022. In fact, estimates indicate that 57% have already migrated their CRM systems to the cloud, or are in process of doing so today.
Spearline
MAY 10, 2022
What is VoIP? Voice over Internet Protocol (VoIP) in basic terms, refers to voice being compressed and then sent over the internet to a receiver on the other end and decompressed back into audible voice. There are many benefits to utilizing VoIP instead of a traditional phone line.
Spearline
MARCH 2, 2022
We are excited to let you know that Spearline will be exhibiting at this year’s Enterprise Connect event in Orlando, Florida, from March 21st to 24th 2022, and we can’t wait to talk to as many of you as possible at booth #1205.
Nobelbiz Guide: Customer Service De-Escalation Techniques
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