EPIC Connections

OCTOBER 20, 2017

EPIC Connections, a global customer engagement and contact center consulting company, announced today that it received the Collaboration Award from NICE inContact, a leading provider of both cloud and on-premise enterprise software solutions. The collaborative session addressed omnichannel best practices in the contact center environment.

Contact Center 38

Contact Center Virtual Agent Self service Enterprise 38

Vistio

JUNE 29, 2021

Throughout his career, Peter has advised CX outsourcers, contact center clients, national governments, and industry associations on strategic matters like vertical market penetration, service delivery, best practices in technology deployment, and offshore positioning. The Bermuda Triangle of careers in the best way possible.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

Livepro

JULY 17, 2018

Topic: ‘Using Analytics to improve Customer Experience’. Paul has received a number of awards for customer service excellence including ‘best practice in manufacturing’ from the Victorian Government. In 2003 Paul joined CSBA because of his passion for understanding and improving customer service.

Transportation 40

Transportation Government Multichannel Consulting 40

Robert Davis

APRIL 5, 2018

In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. Davis and Associates , a renowned customer contact consultant: “The first 30 seconds of an outbound sale call is critical.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. Davis and Associates , a renowned customer contact consultant: “The first 30 seconds of an outbound sale call is critical.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Lumoa

APRIL 3, 2018

Whom would you consult if you were choosing a hairdresser's saloon or a new car to buy? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. That's where text analytics technologies come into play. Share in the comments your best practices and findings. Now it's your turn!

Benchmark 134

Benchmark Feedback Best practices Metrics 134