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 […].

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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

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

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

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. The Contact Center Guide to Managing Spikes in Call Volume.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

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

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. These systems are easy to learn and implement in contact centers with both full-time and seasonal staff. Tip #5: Take Advantage of Technology.

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Journey mapping Chatbots Contact Center CRM 97

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.

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Call Center Consulting Consulting Contact Center 91

Talkdesk

OCTOBER 3, 2017

Five Trends That Will Make You Rethink the Contact Center Experience. In this session, Gadi and Todd cover five important contact center trends: 1. Likewise, despite the expectation that phone customer service would disappear, 68% of contact center communication continues to happen over the phone.

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Contact Center Advertising Customer centricity Customer Service 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

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. My Comment: Here’s another excellent article on CX metrics.

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Customer Service Average Handle Time Metrics Analytics 61

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.

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outsourcing Education Call Center Marketing 109

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: .

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Customer Service Airlines Transportation Call Center 104

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

Fonolo

APRIL 17, 2019

It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. How to Reduce Contact Center Costs AND Improve Customer Service. The cost-reducing impact of call-back technology.

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Airlines Transportation Contact Center Self service 78

Robert Davis

JULY 16, 2018

In The New York Times, Stephanie Rosenbloom explained why footwear sales in October 2009 reached $1.5 In my work with customer contact centers across a wide range of industries, the same types of trends hold true when customer service representatives use The Quality Conversation. Emotional connections matter.

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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. Revation and Wearable Technology.

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Technology Healthcare contact center solutions Contact Center 62

Noble Systems

MAY 11, 2021

Google Voice Search launched in 2009. For contact centers, ASR is often the first point of interaction between a brand and its customers, and is fundamental to gaining consumer insights through conversation analytics. Many companies, including contact centers, leverage ASR to provide advanced call routing.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

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?

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Call Center Telemarketing Healthcare Government 105

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. When I managed a contact center, a lot of off-the phone work would pile up while we were deluged with customer calls. You've ruined Christmas!"

Advertising 67

Advertising Airlines Morale Self service 67

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? Top Contact Center Trends 2021. A Short History of Call Center Technology.

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Call Center Technology Interactive Voice Response Contact Center 96

TMP Direct

APRIL 29, 2015

Loss of customer loyalty: “Contact centers leave 18% of customers with unresolved issues. 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 Fast Facts.

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Customer Service Advertising Contact Center Customer retention 40

Babelforce

JULY 6, 2022

Virtual contact center software enables contact centers to manage customer interactions from various channels cost-effectively and efficiently. Some organizations have their in-house contact centers, while others may outsource their customer service to third parties. What is virtual contact center software?

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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 In my work with customer contact centers across a wide range of industries, the same types of trends hold true when customer service representatives use The Quality Conversation. Emotional connections matter.

Surveys 40

Surveys Banking Contact Center Sales 40

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: .

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Cloud contact Call Center Contact Center contact center solutions 11

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

Talkdesk

MAY 22, 2019

They were founded in 2009 with a simple mission—create a world where every business thrives through free cash flow. Vanessa Avila, technical services manager at Taulia, searched for a cloud contact center that could help them track agent performance and provide them with analytics and reporting on call statistics.

Cloud contact 8

Cloud contact Analytics Contact Center Consulting 8

Taylor Reach Group

MAY 10, 2018

Finding the near perfect place to put your new Call Center or Contact Center can be a daunting task. In this post, I am going to explain what to do in terms of selecting the site location of your Contact Center. The boss has just asked you to head up the search for a new location for your Contact Center.

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Contact Center Real estate Call Center Consulting 54

JustCall

JANUARY 31, 2023

Top 8 Alternatives to Dialpad – Choose the Best Call Center Software for Your Business JustCall OpenPhone Grasshopper Zoom Meetings RingCentral MVP Nextiva Google Voice Microsoft Teams 1. JustCall Overview JustCall is a VoIP business phone system and contact center software. Let’s get to it right away.

voip 52

voip Enterprise Interactive Voice Response CRM 52

DMG Consulting

NOVEMBER 1, 2017

DMG initiated coverage of DA in 2009 when we issued our first report on what was an emerging IT sector at the time. It offers RPA solutions for contact centers and back offices. This vendor sells an RPA solution, Cicero Automation, and a DA solution, Cicero Insight, for contact centers and back-office functions.

Contact Center 59

Contact Center Analytics Enterprise Consulting 59

Taylor Reach Group

SEPTEMBER 18, 2017

Since establishing Snapshotz™ Online in 2009, the Contact Center audit tool has become the largest single database of contact center best practices on the planet! Today more than 2100 centers have completed a Snapshotz™ audit. Today the dataset reflects more than 14 million data points.

Customer Service 20

Customer Service Benchmark Consulting Consulting 20

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks. and cloud-based call center offerings.

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Contact Center Technology Self service Call Center 116

Xaqt

JUNE 1, 2020

Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

JustCall

JANUARY 19, 2023

Top 8 VoIP Alternatives & Options to VoIP – Choose the Best Call Center Software for Your Business JustCall Nextiva Google Voice Skype WhatsApp Spoke TextRequest ZipWhip 1. JustCall offers a range of contact center software features such as calling, messaging, calendar, automation, AI, and others.

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voip CRM Interactive Voice Response Enterprise 52