Liveops

FEBRUARY 8, 2019

Sharon Meeks DuBouse brings decades of experience to her work as a customer agent for Liveops. 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. So she went to work as a Liveops agent.

Call Center 91

Call Center Consulting Consulting Contact Center 91

Talkdesk

OCTOBER 3, 2017

Five Trends That Will Make You Rethink the Contact Center Experience. Todd Enders, VP Product Marketing, Salesforce Service Cloud. In this session, Gadi and Todd cover five important contact center trends: 1. Customer Expectations Are Rising . “55% Customer Expectations Are Rising . “55%

Contact Center 40

Contact Center Advertising Customer centricity Customer Service 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. I was on hold with customer service for over an hour just on a regular day for a flight check months ago!

Airlines 78

Airlines Transportation Contact Center Self service 78

TMP Direct

APRIL 29, 2015

Customer Service Fast Facts. Loss of customer loyalty: “Contact centers leave 18% of customers with unresolved issues. More than half of customers with unresolved issues (56%) are at risk of defection, or have already decided to leave.” customers with unresolved issues indicate the same.

Customer Service 40

Customer Service Advertising Contact Center Customer retention 40

Transparent BPO

DECEMBER 11, 2019

For three years, I was the director of customer service and sales for a direct response company. The call centers wouldn’t let us get involved at the agent level. We also felt by locating there we could offer high-quality services nearshore but at a lower cost than onshore.

outsourcing 109

outsourcing Education Call Center Marketing 109

Robert Davis

JULY 16, 2018

In The New York Times, Stephanie Rosenbloom explained why footwear sales in October 2009 reached $1.5 They provide companies with a meaningful and relevant customer goal—one that pays off. It is proven to establish emotional connections with their customers. Emotional connections matter. RCDA and CX.

Surveys 96

Surveys Banking Contact Center Sales 96

Toister Performance Solutions

DECEMBER 10, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. You've probably heard customers say the same thing if you've worked during the holiday season. You've ruined Christmas!"

Advertising 67

Advertising Airlines Morale Self service 67

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. it can also raise the level of customer experience. Connecting customers to the right agent.

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. HIPAA Regulations: In the U.S.,

Call Center 105

Call Center Telemarketing Healthcare Government 105

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 They provide companies with a meaningful and relevant customer goal—one that pays off. It is proven to establish emotional connections with their customers. Emotional connections matter. RCDA and CX.

Surveys 40

Surveys Banking Contact Center Sales 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. Let’s delve in!

Contact center software 52

Contact center software Contact Center Abandon Call Cloud contact 52

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. Optimize Your Self-Service Channels. We wrote about it last week.

Cloud contact 11

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.

Contact Center 54

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

Taylor Reach Group

SEPTEMBER 18, 2017

We recently had the opportunity to host the founder of Customer Services Audit and creator of Snapshotz™ Online , Deepak Selvaratnam , at Taylor Reach Group’s Headquarters, for a cheese and wine reception. Today more than 2100 centers have completed a Snapshotz™ audit.

Customer Service 20

Customer Service Benchmark Consulting Consulting 20

TechSee

DECEMBER 5, 2017

To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point. 1. Casengo is a cloud-based customer support software platform that enables companies to provide customer service through social networks, email or chat.

Contact Center 116

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.

voip 52

voip CRM Interactive Voice Response Enterprise 52