CSM Magazine

DECEMBER 15, 2015

CGS, a global provider of business applications, enterprise learning and outsourcing services, has announced the acquisition of Mas Cerca Contact Center, the Chile-based business process outsourcing (BPO) provider. ” Established in 2004, Mas Cerca has offices located in Santiago as well as in the southern region, in Valdivia.

Contact Center 40

Contact Center Business Process Outsourcing outsourcing Transportation 40

Fonolo

OCTOBER 29, 2019

Contact Babel teased some data from their latest UK Contact Centre Decision Maker’s Guide. They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. It’s planned for release in mid November.

Self service 52

Self service Call Center Interactive Voice Response Chatbots 52

Vcaretec

OCTOBER 3, 2019

(v)WeCare has been providing customer support since 2004. We understand a phone call is the first connection point a customer has with your brand. Our friendly call reps will handle your customers courteously as they resolve any underlying issues. You'll also reduce wasted resources caused by idle call reps.

outsourcing 40

outsourcing Technical Support Contact Center Call Center 40

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

Service level 142

Service level Call Center Abandon rate Metrics 142

Vcaretec

OCTOBER 23, 2019

The idea of outsourcing call center can seem daunting, especially if you've never used this service before. We have provided call center outsourcing services since 2004, and our vast experience positions us as experts in the industry. We also provide outbound call center solutions and inbound call center services.

outsourcing 40

outsourcing Call Center Upselling call center solutions 40

Babelforce

AUGUST 12, 2021

Conversational AI is a buzzword in the customer service and contact center industry. The tech promises to transform the way contact centers work. But how many contact centers are able to make full use of it? . What about the contact center? Or so the story goes. . Natural Language Generation.

Interactive Voice Response 52

Interactive Voice Response Chatbots Contact Center Self service 52

Talkdesk

OCTOBER 16, 2019

In 2004, the founders envisioned a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively. After evaluating several options, Cherwell chose Talkdesk for its flexible, modern architecture, depth of reporting and clear view into the entire contact center.

Customer Service 44

Customer Service Contact Center Metrics Analytics 44

ijgolding

MARCH 20, 2018

My background was call centers and phone-based customer contact and I was one of a small team of people working with clients like AT&T, FedEx, IBM to improve their phone-based customer services. While I was there, the agency started working with something called experience-based branding.

Journey mapping 61

Journey mapping Customer centricity B2B Multichannel 61

Contact Center Geek

AUGUST 7, 2014

Here's a question to my fellow call center and customer service colleagues: have you re-evaluated your company’s cancellation procedures in light of the recent Comcast cancellation fiasco ? As a call center leader, I was astonished. And then I took a look at what it means to cancel service in my call center.

Government 48

Government Average Handle Time Call Center Metrics 48

LiveChat

JANUARY 20, 2017

They began to fill large rooms with call center agents who spent their time answering incoming calls and helping their customers. The 80s introduced toll-free numbers, and during the 90s, call centers become essential for customer service. That’s about 10 years. Next was live chat.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

Aspect

OCTOBER 25, 2017

Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., Your call center may be getting by on management alone today, but in order to stay competitive long-term, you have to execute your vision for a better customer experience with a digital transformation. Today, Netflix is worth more than $60 Billion.

Contact Center 162

Contact Center Cloud contact Call Center Interactive Voice Response 162

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Its origins go back over 5 decades, to the earliest days of call centers.

Service level 96

Service level Call Center Abandon rate Metrics 96

CSM Magazine

DECEMBER 12, 2019

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus , discusses how call centers can navigate the options to ensure both PCI DSS compliance and the best possible customer experience. The view from the contact center. Data breaches continue to challenge and cost businesses.

Contact Center 52

Contact Center Interactive Voice Response Finance Call Center 52

Netomi

JANUARY 5, 2022

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. She has served clients as an independent consulting partner since 2004. RPA Helps Contact Centers Deliver Better Customer Experiences.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98