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

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

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. You can’t physically fulfill a backorder for a customer who’s been waiting days, weeks or even months for a product to show up at the door. Tip #3: Streamline Call Center Communications Technology.

Journey mapping 97

Journey mapping Contact Center Chatbots CRM 97

Contact Center Pipeline

DECEMBER 28, 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments.

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

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

Talkdesk

AUGUST 19, 2016

While these facts are undeniably fascinating and enviable, the biggest attribute to their success is their incomparable customer service. According to USA Today, Amazon was the #1 company for customer service last year. It is now valued at $250 billion, with its stock soaring 70% in the final nine months of 2015.

Customer Service 41

Customer Service Customer centricity Accountability Call Center 41

Talkdesk

AUGUST 19, 2016

While these facts are undeniably fascinating and enviable, the biggest attribute to their success is their incomparable customer service. According to USA Today, Amazon was the #1 company for customer service last year. It is now valued at $250 billion, with its stock soaring 70% in the final nine months of 2015.

Customer Service 40

Customer Service Customer centricity Accountability Call Center 40

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. RCDA and CX.

Surveys 96

Surveys Banking Contact Center Sales 96

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

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

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. Even customer service programs help ensure satisfied clients that continue to purchase from the client. Give us a call at 1-866-963-2889 and press 1 for sales.

Telemarketing 63

Telemarketing Inbound sales Outbound sales outsourcing 63

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 104

Call Center Telemarketing Healthcare Government 104

Noble Systems

MAY 11, 2021

Google Voice Search launched in 2009. Learn More: Webinar on Demand: SOLUTION SHOWCASE – Real-Time Service Improvements with Conversations Analytics Now. Ebook: Learn From Every Customer Conversation . Over the last ten years, call center speech analysis has been catapulted into a future we did not expect.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

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. RCDA and CX.

Surveys 40

Surveys Banking Contact Center Sales 40

SmartKarrot

FEBRUARY 15, 2022

A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service. Bill Quiseng.

Customer Service 10

Customer Service Customer centricity Consulting Consulting 10

Talkdesk

OCTOBER 3, 2017

In this session, Gadi and Todd cover five important contact center trends: 1. Customer Expectations Are Rising . “55% 55% of consumers have higher expectations for customer service today than they had just one year ago.”. Personalized Customer Service & Proactive Service Drives Customer Engagement. “75%

Contact Center 40

Contact Center Advertising Customer centricity Customer Service 40

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

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

Talkdesk

MAY 22, 2019

They were founded in 2009 with a simple mission—create a world where every business thrives through free cash flow. Talkdesk provides insights which help us plan for coverage and reporting and analytics needed to run our contact center more efficiently,” explained Vanessa.

Cloud contact 8

Cloud contact Analytics Contact Center Consulting 8

Babelforce

JULY 6, 2022

Some organizations have their in-house contact centers, while others may outsource their customer service to third parties. This post will discuss virtual contact center software and its advantages for businesses. What is virtual contact center software? Remote work has been on the rise since 2009.

Contact center software 52

Contact center software Contact Center Abandon Call Cloud contact 52

CX Journey

JANUARY 11, 2018

Customers get better experiences, while businesses acquire and retain more customers. The Missing Link in Today’s Omnichannel Customer Service Strategy Consumers don’t care about channels; they demand a fast and effortless customer service experience no matter which channel they use.

Multichannel 58

Multichannel Customer retention Call Center Customer Care 58

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

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. If salary cost was king we all would have off-shored our Call Centers long ago.”.

Contact Center 54

Contact Center Real estate Call Center Consulting 54

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

Xaqt

JUNE 1, 2020

As a result, BPOs were forced to shutter call centers overnight as they dealt with the new economic conditions. VOIP made it possible to answer a call anywhere in the world. Which meant that someone from Kansas could call a U.S company and speak with a call center agent in Bangalore.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

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

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. Monitor, whisper, or barge – Monitor live agent calls or guide them in real-time with call whispering. 5 Capterra– 4.7/5

voip 52

voip CRM Interactive Voice Response Enterprise 52