TeamSupport

SEPTEMBER 16, 2020

For many technology companies 70% or more of total revenue comes from existing customers. Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. We conclude this series with customer support versus customer success.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

ShepHyken

JANUARY 31, 2020

Businesses must keep their eyes on the sky and their ears to the ground when it comes to this world’s rapidly changing trends, themes, and pulse, but must never neglect the lifestyles, attitudes, technological aptitude, and the overall customer service expectations of their clients according to generational differences.

Customer Service 277

Customer Service Entertainment Marketing Customer Support 277

ShepHyken

JANUARY 31, 2020

Businesses must keep their eyes on the sky and their ears to the ground when it comes to this world’s rapidly changing trends, themes, and pulse, but must never neglect the lifestyles, attitudes, technological aptitude, and the overall customer service expectations of their clients according to generational differences.

Customer Service 268

Customer Service Entertainment Marketing Customer Support 268

TeamSupport

SEPTEMBER 14, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

B2B 81

B2B Customer Support SaaS Strategic Value 81

TeamSupport

JANUARY 12, 2021

Nearly a third (30% to be exact) of technology companies have come to market with, or moved exclusively to, a subscription licensing model. Support organizations must prepare to scale to meet growing demand as they are increasingly called upon to participate in success-related activities. The Subscription Effect.

B2B 86

B2B Customer Support Technical Support Coaching 86

TeamSupport

JANUARY 20, 2021

Technology tools such as TeamSupport’s proprietary Customer Distress Index ® (CDI) make it easy. It is imperative that Support must go beyond simply meeting demand and go further to deliver enhanced customer value.

Customer Support 81

Customer Support B2B Technical Support Accountability 81

Vcaretec

JUNE 3, 2022

(v)WeCare has been providing customer support since 2004. In either case, (v)WeCare contact center outsourcing company can give you access to a workforce with the latest technologies, many years of experience, and deep expertise. We understand a phone call is the first connection point a customer has with your brand.

outsourcing 52

outsourcing Technical Support Contact Center Call Center 52

Call Design

FEBRUARY 11, 2021

Bliss 2004), you can see why turnover, or minimising it, is so important. Technology has enabled contact centres to deflect simple calls from agents to self-service for years, and this trend continues in the current environment. A big problem for all contact centres has been how to retain staff and reduce attrition.

Self service 103

Self service Consulting Consulting Analytics 103

Fonolo

OCTOBER 29, 2019

It’s hard to get clear, objective data about the overall state of self-service technology. In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good. They report a 62% increase in service call duration since 2004. See chart below.

Self service 80

Self service Call Center Interactive Voice Response Chatbots 80

Creative Virtual

SEPTEMBER 7, 2021

It’s at the heart of everything we do, from the initial development stages of our conversational AI technology to the ongoing evolution of V-Person deployments that have been live for a decade or more. The entire company is currently collaborating on our next product release, Gluon, set to be introduced to the market next year.

Virtual Agent 52

Virtual Agent Morale Chatbots Enterprise 52

Vcaretec

JUNE 3, 2022

We have provided call center outsourcing services since 2004, and our vast experience positions us as experts in the industry. At (v)WeCare, we understand the level of service you're looking for, the right steps to implementation, and your concerns. Experience, services offered, location, and knowledge are just a few.

outsourcing 52

outsourcing Call Center Upselling call center solutions 52

TeamSupport

SEPTEMBER 8, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

B2B 64

B2B Customer Support Strategic Value Coaching 64

BlueOcean

OCTOBER 17, 2023

The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments.

Government 71

Government outsourcing Automotive Customer Care 71

SmartAction

DECEMBER 15, 2021

The decline continued but stabilized around 2004 until the Great Recession of 2008 hit, which severely affected the labor participation rate. While this is happening economically, we’re seeing another macro trend: more outstanding technological capabilities and applications for conversational AI.

Contact Center 76

Contact Center Virtual Agent Agent burnout Self service 76

TeamSupport

NOVEMBER 10, 2020

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

Customer Support 59

Customer Support B2B Coaching Education 59

Fonolo

OCTOBER 29, 2019

It’s hard to get clear, objective data about the overall state of self-service technology. In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good. They report a 62% increase in service call duration since 2004. See chart below.

Self service 52

Self service Call Center Interactive Voice Response Chatbots 52

Provide Support

MARCH 20, 2018

Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely.

Customer Experience 53

Customer Experience Chatbots Technology Personalization 53

CSM Magazine

NOVEMBER 26, 2020

Localz , leading experts in digital customer engagement, location, and communications technology announced today the closing of a £2 million venture round of funding led by London-based investment manager Triple Point. Its focus is making the day of service awesome with solutions for order collection, service delivery, and product delivery.

Customer centricity 52

Customer centricity Technology Marketing Customer Experience 52

Interactions

OCTOBER 17, 2019

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. 15 years ago, the impact that technology has on customer care could not have been predicted. Working in today’s most innovative technology space, AI, the focus is always on the future.

Customer Care 48

Customer Care Technology Customer Experience Marketing 48

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. Today, Cherwell® Service Management software enables IT departments to easily automate routine tasks, enhance response times and free up valuable time.

Customer Service 44

Customer Service Contact Center Metrics Analytics 44

Spearline

SEPTEMBER 26, 2019

I attended Nottingham Trent University where I attained an MBA (International Business) in 2004. In the past decade, as technology advanced, there have been many enhancements in contact centres globally, and the past five years, in particular, have seen dramatic changes. On top of that, it's cost effective as well.

Contact Center 69

Contact Center contact center solutions Engineering Education 69

Babelforce

AUGUST 12, 2021

Conversational AI is the technology that allows people to speak directly to computers. The vast reach of this technology means that, in the U.S., In the contact center, the primary use for Conversational AI is IVR technology. Conversational AI uses several types of technology to work effectively. Where is this tech used?

Interactive Voice Response 52

Interactive Voice Response Chatbots Contact Center Self service 52

TeamSupport

JANUARY 26, 2021

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 64

B2B Customer Support Technical Support Coaching 64

AWS Machine Learning

JUNE 13, 2023

Founded in 2004, BrainPad Inc. In addition to traditional keyword searches such as “technology trends,” natural language searches such as “I want information on new technology initiatives” can greatly enhance the user experience. This is a guest post by Dr. Naoki Okada, Lead Data Scientist at BrainPad Inc.

Chatbots 78

Chatbots Engineering Enterprise APIs 78

Interaction Metrics

JUNE 19, 2023

Founded in 2004, Stanford University’s Hasso Plattner Institute of Design broke down Design Thinking into five distinct phases: Empathize : Understand your customer. Customers began to expect intentional, planned, and positive interactions with technology. Walk in their shoes. The solution was the iPhone. Apple had set the bar.

Engineering 62

Engineering Surveys Government Metrics 62

Avaya

JANUARY 26, 2018

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders. Recording Regulations: Raising the Bar.

Government 51

Government Coaching Contact Center Quality management 51

Vcaretec

OCTOBER 3, 2019

(v)WeCare has been providing customer support since 2004. In either case, (v)WeCare contact center outsourcing company can give you access to a workforce with the latest technologies, many years of experience, and deep expertise. We understand a phone call is the first connection point a customer has with your brand.

outsourcing 40

outsourcing Technical Support Contact Center Call Center 40

CSM Magazine

JULY 14, 2020

Introduce clever technology behind the scenes. Once re-acquainted with the importance of PCI DSS, why not introduce technology that enables PCI DSS compliance? Look for a partner who is Level 1 PCI DSS accredited, which means you and your customers can rely on their technology with absolute confidence.

Finance 52

Finance Interactive Voice Response Education CRM 52

Vcaretec

OCTOBER 23, 2019

We have provided call center outsourcing services since 2004, and our vast experience positions us as experts in the industry. At (v) WeCare, we understand the level of service you're looking for, the right steps to implementation, and your concerns. Experience, services offered, location, and knowledge are just a few.

outsourcing 40

outsourcing Call Center Upselling call center solutions 40

Jon Arnold

AUGUST 16, 2018

Overall, there was lots of energy in the crowd, and while the show producers fell short in many areas, they sure packed the place with big names, and the venue had the right mix of exciting new technology and a Gen Y/Z party vibe. I'll have more to say about that in my upcoming post, so for now, I'll share a few photos.

voip 40

voip Customer Care Big data Technology 40

Horizon CX

JULY 15, 2019

It would be safe to say that advances in technology in and around learning have facilitated a lot more capability for successful online learning. My learning here was both interactive and memorable—two key learning elements. Now let’s take this to the current state of learning around the Customer Experience discipline.

Entertainment 45

Entertainment Education Consulting Consulting 45

Creative Virtual

JANUARY 7, 2020

I’m very proud to say that our first enterprise customer, Lloyds Banking Group, who we first worked with in 2004, are still a customer today. During 2019, a number of our customers have published verified reviews of our company and technology on the Gartner Peer Insights* website.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

CSM Magazine

OCTOBER 7, 2019

We’re also helped in our quest to provide the best possible customer service for PRM passengers by the many companies and organizations which are actively coming up with devices and technologies to solve issues affecting PRM passengers. This includes the top 30 airports within the USA and 15 airports within the UK.

Customer Service 40

Customer Service Morale Government Banking 40

JustCall

AUGUST 31, 2022

After a break from area code 909 in 2004, the 518 code was created. JustCall provides data centers in seven global zones to manage concurrency, rapid failover, and outage proofing for phone and messaging and is designed on a software-based basis and distributed technologies to provide a smooth connection.

Outbound sales 52

Outbound sales voip Transportation Telecommunications 52

COPC

SEPTEMBER 9, 2019

“… the technology revolution (e.g., Q: What has been the biggest challenge in the deployment of AI technology at Ant Financial, and how did you overcome it? In realizing our vision, we have been faced with many challenges in terms of technology, data, AI logic, etc. Last but not least, the technology revolution (e.g.,

industry standards 40

industry standards Self service Strategic Value Finance 40

COPC

SEPTEMBER 5, 2019

“… the technology revolution (e.g., These changes have been strongly influenced by the development and adoption of new technologies. Being an internet-based company, we instinctively started to think about how we could use new technologies and big data to overcome the obstacles we were finding in our service delivery.

Enterprise 40

Enterprise industry standards Big data Technology 40

COPC

SEPTEMBER 4, 2019

“… the technology revolution (e.g., These changes have been strongly influenced by the development and adoption of new technologies. Being an internet-based company, we instinctively started to think about how we could use new technologies and big data to overcome the obstacles we were finding in our service delivery.

Enterprise 40

Enterprise industry standards Big data Technology 40