Contact Center Pipeline

DECEMBER 14, 2017

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.

Customer Service 178

Customer Service Customer Care Contact Center Call Center 178

SmartAction

JULY 13, 2018

With AI adoption within contact centers at an all-time high, the Los Angeles based company is prepared to scale its impact as the market searches for omni-channel automation approaches to offload the conversations handled by live agents today. SmartAction was recognized by Deloitte as a Tech Fast 500 recipient in 2016.

Call Center 40

Call Center Marketing B2B Contact Center 40

Fonolo

MAY 16, 2019

The Guest Education Centre is a call center that focuses on “product education” rather than sales. This means that if you don’t live by a lululemon store and have a question about garment care or an issue with a product, you can give them a call. Tracking Your Call Center Data. There is no big secret here.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

CX Global Media

NOVEMBER 19, 2018

The quality of leadership is one of the most important predictors of an organization’s future success (Peterson, Walumbwa, Byron and Myrowitz 2009). FREE Training – How to Build a Contact Center Dream Team. FREE Training – How Do Your Call Center Supervisors Measure Up?

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Fonolo

MAY 1, 2019

Avaya’s core call center business was the result of an acquisition of Nortel assets, following the latter’s bankruptcy in 2009. Just in terms of call center software: Avaya has 3 distinct platforms (IPOffice, Aura, and Oceana) and Mitel has three or four depending on how you count. It should be much simpler.”.

Contact Center 99

Contact Center Entertainment Call Center call center software 99

Hodusoft

AUGUST 27, 2019

Recently, the company has provided ready-to-use HoduCC – Contact Center Software to SHOPTOMYDOOR – A Leading Freight Forwarding Company in Nigeria. The Company was registered at Nigeria in 2009. It guarantees to provide the best Call Center Software that suits best for all types of call centers.

Contact center software 40

Contact center software voip call center software Contact Center 40

Transparent BPO

DECEMBER 11, 2019

The call centers wouldn’t let us get involved at the agent level. Impressed by what we found, we opened Transparent BPO’s first offshore site in Belize City in late 2009. We hired all Belizeans to start with to bring them up, took the first calls in January 2010, and have been growing steadily ever since.

outsourcing 109

outsourcing Education Call Center Marketing 109

Hodusoft

MARCH 24, 2019

Recently, the company has provided ready-to-use HoduCC – Omnichannel Contact Center Software to Wapic Insurance – A Leading Insurance Company in Nigeria. The Company was licensed in Ghana in 2009 and commenced business on 27th April 2009 to underwrite General Insurance.

Contact center software 40

Contact center software voip call center software Contact Center 40

Fonolo

JUNE 26, 2019

Back in 2009, Apple filed for a trademark on its buzz-worthy phrase, “There’s an app for that.” How to Prepare Your Call Center for a Crisis: Black Friday and Cyber Monday. How can call centers improve customer interactions during the most important weekend of the year? What’s Inside: .

Customer Service 104

Customer Service Airlines Transportation Call Center 104

Contact Center Pipeline

DECEMBER 28, 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

Ansafone

MARCH 23, 2020

Besides the SARS Epidemic of 2002-2004, H1N1 Influenza Pandemic of 2009, and Ebola Epidemic of 2014-2016 in more recent years, we, unfortunately, are dealing with one in 2020! An outbreak of a serious disease that has grown out of … Preparing For a Pandemic with Ansafone Contact Centers!

Contact Center 71

Contact Center Call Center 71

Liveops

FEBRUARY 8, 2019

In fact, Sharon had not only an entire career before joining Liveops Nation in 2009, she was a leader in creating some of the nation’s first outsourced call centers in the 1980s. Sharon got her start in the contact center world shortly after attending University of Florida. So she went to work as a Liveops agent.

Call Center 91

Call Center Consulting Consulting Contact Center 91

Sykes

MAY 16, 2018

Irving Williams credits two things for his rise from call center agent to site director at the SYKES Malvern call center: The first is that he is good at call center work. When I started I found out that I was really good in call center life, talking to people and helping people out.”.

Call Center 75

Call Center Personalization Management 75

ShepHyken

JULY 11, 2022

Implement These 5 Customer Experience Analytics to Upgrade Your Call Center by Emily Gregor. That includes reviews of your company’s products or services, customer interactions on social media, customer conversations with contact centers, and much more. In other words, It’s essential to understand the “why” behind the metric.

Customer Service 61

Customer Service Average Handle Time Metrics Analytics 61

CSM Magazine

DECEMBER 6, 2021

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. Tip #3: Streamline Call Center Communications Technology. The Great Resignation is also upon us. It is expected to be shipped on <date>”. Being over-prepared this season is a strong strategy.

Journey mapping 97

Journey mapping Chatbots Contact Center CRM 97

NobelBiz

APRIL 9, 2024

Call centers play a crucial role in customer service and sales operations. However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations. Table of Contents What is Call Center Compliance and Why is it Important?

Call Center 104

Call Center Telemarketing Healthcare Government 104

NobelBiz

FEBRUARY 14, 2019

WASHINGTON, February 14, 2019—The Federal Communications Commission today proposed rules banning illegal spoofed text messages and international calls. The proposed rules would enable the agency to address consumer concerns about unwanted text messages and scam calls from overseas.

voip 52

voip Call Center Accountability Technology 52

Robert Davis

JULY 16, 2018

In The New York Times, Stephanie Rosenbloom explained why footwear sales in October 2009 reached $1.5 Emotional connections, measurable results – an excerpt from the book The Quality Conversation by Bob Davis. This was the highest October sales figure since 2006, even though the recession had hit people hard across the country.

Surveys 96

Surveys Banking Contact Center Sales 96

Revation Systems

JANUARY 2, 2020

In addition to the introduction of HIPAA in 1996, the Health Information Technology for Economic and Clinical Health ( HITECH ) Act of 2009 was designed to address the privacy and security concerns associated with the electronic transmission of health information.

Technology 62

Technology Healthcare contact center solutions Contact Center 62

Toister Performance Solutions

DECEMBER 10, 2019

I've lost count how many times angry customers yelled that at me when I was working in retail, first in a clothing store and later in a call center. You've ruined Christmas!" You've probably heard customers say the same thing if you've worked during the holiday season. Getting yelled at is hard enough.

Advertising 67

Advertising Airlines Morale Self service 67

Fonolo

APRIL 17, 2019

Air Canada media relations told us that the company brought in extra staff through overtime and recalled recently reassigned call center employees to handle the increased volume of calls caused by the 737 Max flight cancellations. Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions.

Airlines 78

Airlines Transportation Contact Center Self service 78

Quality Contact Solutions

JULY 19, 2018

At QCS, every call center and telemarketing program we conduct for our clients has a direct tie to growing or maintaining revenues on behalf of our clients. Here are a few examples of current B2B outbound, inbound and multi-channel call center client programs: Healthcare Industry Case Study. . • Request a Price Quote.

Telemarketing 63

Telemarketing Inbound sales Outbound sales outsourcing 63

Noble Systems

MAY 11, 2021

Google Voice Search launched in 2009. Over the last ten years, call center speech analysis has been catapulted into a future we did not expect. The personal computer propelled speech recognition in the 1990s, which is when BellSouth introduced its voice portal, VAL. It included 230 billion words.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center.

Call Center 96

Call Center Technology Interactive Voice Response Contact Center 96

Talkdesk

AUGUST 19, 2016

As part of a training session each year, Jeff Bezos asks thousands of Amazon managers, including himself, to ­attend two days of call-center training,” states Balducci. However, back in 2009, Amazon made a huge blunder pertaining to unauthorized copies of classic books that they had sold. Be Transparent.

Customer Service 41

Customer Service Customer centricity Accountability Call Center 41

TMP Direct

APRIL 29, 2015

Consequently, call centers with the ability to solve problems have enormous potential to help firms retain valuable customers and preserve the value of their customer asset. Customer Service Is Key To Survival,” Tyler Dikman, CEO CoolTronics, published April 2009 in CRN. “9 customers with unresolved issues indicate the same.

Customer Service 40

Customer Service Advertising Contact Center Customer retention 40

Talkdesk

AUGUST 19, 2016

As part of a training session each year, Jeff Bezos asks thousands of Amazon managers, including himself, to ­attend two days of call-center training,” states Balducci. However, back in 2009, Amazon made a huge blunder pertaining to unauthorized copies of classic books that they had sold. Be Transparent.

Customer Service 40

Customer Service Customer centricity Accountability Call Center 40

Robert C. Davis and Associates

JULY 16, 2018

In The New York Times, Stephanie Rosenbloom explained why footwear sales in October 2009 reached $1.5 Emotional connections, measurable results – an excerpt from the book The Quality Conversation by Bob Davis. This was the highest October sales figure since 2006, even though the recession had hit people hard across the country.

Surveys 40

Surveys Banking Contact Center Sales 40

Talkdesk

NOVEMBER 7, 2017

Vivino has been at the center of the movement to digitalize the wine industry since it was founded in 2009, taking the wine-buying experience mobile with an app that allows for image recognition, community reviews and intelligent behavior monitoring. Technology has changed the way consumers shop for everything today.

Contact Center 40

Contact Center Analytics Customer Support Personalization 40

Talkdesk

NOVEMBER 7, 2017

Vivino has been at the center of the movement to digitalize the wine industry since it was founded in 2009, taking the wine-buying experience mobile with an app that allows for image recognition, community reviews and intelligent behavior monitoring. Technology has changed the way consumers shop for everything today.

Contact Center 0

Contact Center Analytics Customer Support Personalization 0

Verint

APRIL 3, 2018

In 2009, for example, a bronze statue of civil rights pioneer Rosa Parks was unveiled at the Rosa Parks Plaza, located in downtown Dallas. Dallas is home to six professional sports teams, over 30,000 hotel rooms, and The Trinity River Corridor Project, which when completed is slated to be over ten times the size of New York's Central Park.

Marketing 28

Marketing Contact Center Call Center Analytics 28

Select VoiceCom Blog

MAY 25, 2022

The number of remote workers has increased by 159% since 2009. This gives employees a better balance between both worlds as they can benefit from working from home while still interacting with co-workers in the office physically, albeit not always.

Personalization 52

Personalization outsourcing Education Analytics 52

Talkdesk

OCTOBER 3, 2017

This philosophy served Zappos so well they sold the company to Amazon for $928 million in 2009. Likewise, 62% of companies view the customer experience delivered by their contact centers as a true competitive differentiator. It is part of the company decision making process.

Contact Center 40

Contact Center Advertising Customer centricity Customer Service 40

aircall

APRIL 6, 2017

According to 2009 Cornell University research, consumers are less likely to make purchases when menu options include monetary symbols, such as $ or €, or monetary value words, like dollars or pounds. The simple touch of calling from a local number increases perceived trust. Removing signs of monetary value.

SaaS 84

SaaS Advertising Marketing Personalization 84

Fonolo

AUGUST 28, 2019

As the behemoth of the call center industry, with $3B in revenue and 150,000 customers, whatever this move will be, it will have broad repercussions. How to Prepare Your Call Center for a Crisis: Black Friday and Cyber Monday. We wrote about it last week. – Alan Quayle’s CXTech newsletter. What’s Inside: .

Cloud contact 11

Cloud contact Call Center Contact Center contact center solutions 11

Talkdesk

MAY 22, 2019

They were founded in 2009 with a simple mission—create a world where every business thrives through free cash flow. Luckily for many small business owners, they can turn to Taulia. Taulia delivers working capital solutions that make it easy for businesses to free up cash, accelerate payments and improve supply chain health.

Cloud contact 8

Cloud contact Analytics Contact Center Consulting 8

Babelforce

JULY 6, 2022

This post will discuss virtual contact center software and its advantages for businesses. What is virtual contact center software? Virtual contact center software is a cloud-based application that allows call center agents and sales representatives to manage and coordinate all customer interactions with a company remotely.

Contact center software 52

Contact center software Contact Center Abandon Call Cloud contact 52