Contact Center Pipeline

DECEMBER 7, 2017

World,” June 2009). Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 There have been huge leaps forward in awareness, mindset and technology, despite some lingering challenges that businesses as yet have failed to address […].

Customer Service 247

Customer Service Technology Customer Care Contact Center 247

Cisco - Contact Center

SEPTEMBER 19, 2023

Climate Week NYC , one of the largest annual climate events since 2009, brings together international leaders from business, government, and civil society to showcase global climate action. This… Read more on Cisco Blogs

Government 91

Government 91

DMG Consulting

MARCH 9, 2020

Tips for Mitigating the Impact of Pandemics on Contact Centers. Companies in general, and contact centers and other service organizations in particular, need to be prepared to keep operating, even if their region is stricken by a pandemic. By Donna Fluss. View this document on the publisher’s website.

Contact Center 59

Contact Center Healthcare Transportation Self service 59

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

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

Contact Center Pipeline

MARCH 12, 2015

March 2009… that was our first issue of Contact Center Pipeline. It’s been six years since we launched our publication. I looked back to see what I wrote six years ago, and it looked pretty dismal… stuff like foreclosures, budget deficits, job layoffs, shrinking 401k plans…not very happy news.

Contact Center 100

Contact Center 100

Spearline

APRIL 10, 2022

Until 2009, contact centers and other organizations had to rely on relatives abroad or holidaymakers to call their overseas numbers to make sure they were working and that the line was of sufficient quality to hold a conversation. In turn, this leads to greater customer experience and brand reputation, amongst other benefits.

Telecommunications 52

Telecommunications SaaS Contact Center Self service 52

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. While the Canada angle is entertaining, the impact of a Mitel-Avaya merger would have very material affects on the contact center world. There’s a tasty irony to an Avaya-Mitel merger.

Contact Center 99

Contact Center Entertainment Call Center call center software 99

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.

Contact Center 40

Contact Center Advertising Customer centricity Customer Service 40

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

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

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. These systems are easy to learn and implement in contact centers with both full-time and seasonal staff. The Great Resignation is also upon us. Tip #5: Take Advantage of Technology.

Journey mapping 97

Journey mapping Chatbots Contact Center CRM 97

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

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

Certified Languages International

MARCH 16, 2022

Since Akorbi ’s founding in 2003, Mirza has expanded their service offerings to include interpreting and translation services, e-learning localization, staffing, and multilingual contact centers. After working in a variety of positions to get to know the business, she took over as CEO from Bill Graeper (CLI’s founder) in 2009.

Enterprise 59

Enterprise Consulting Consulting Contact Center 59

Certified Languages International

MARCH 16, 2022

Since Akorbi ’s founding in 2003, Mirza has expanded their service offerings to include interpreting and translation services, e-learning localization, staffing, and multilingual contact centers. After working in a variety of positions to get to know the business, she took over as CEO from Bill Graeper (CLI’s founder) in 2009.

Enterprise 52

Enterprise Consulting Consulting Contact Center 52

Fonolo

MAY 16, 2019

The mega-brand hit $1 billion in annual sales in 2008 and was sold to Amazon for $940 million in 2009. The Contact Center Guide to Managing Spikes in Call Volume. Zappos is a great example of a company that has built a brand with world-class customer service. There is no big secret here.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

EPIC Connections

MARCH 27, 2018

The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers. We aim to grow as a preferred partner in building the contact center of the future. Since then, our cloud technology engagements have grown significantly.

Consulting 37

Consulting Consulting Contact Center Cloud contact 37

Talkdesk

DECEMBER 26, 2018

Established in 2009, Boostability was founded on a simple business model: to create affordable and effective SEO for the small business marketplace. After their initial move to Talkdesk, Boostability plans to add 150+ agent seats within the next 18 months, spread across two contact centers in the U.S. And it’s worked.

Marketing 43

Marketing Customer Service contact center solutions Contact Center 43

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. Tell me more about that.

Call Center 91

Call Center Consulting Consulting Contact Center 91

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.

Surveys 96

Surveys Banking Contact Center Sales 96

ShepHyken

JULY 11, 2022

That includes reviews of your company’s products or services, customer interactions on social media, customer conversations with contact centers, and much more. This time, the focus is on the customer support center. My Comment: Here’s another excellent article on CX metrics.

Customer Service 61

Customer Service Average Handle Time Metrics Analytics 61

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Our customer, Hoveround Corporation , a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009.

Customer Experience 48

Customer Experience Contact Center contact center solutions Personalization 48

Transparent BPO

DECEMBER 11, 2019

Impressed by what we found, we opened Transparent BPO’s first offshore site in Belize City in late 2009. We also felt by locating there we could offer high-quality services nearshore but at a lower cost than onshore. I moved to Belize to start the business and do the initial onboarding and training.

outsourcing 109

outsourcing Education Call Center Marketing 109

NobelBiz

FEBRUARY 27, 2019

The Truth in Caller ID Act of 2009 prohibits anyone from transmitting misleading or inaccurate caller ID [ ] The post FCC Seeks to Combat Illegal Spoofed Texts & International Calls appeared first on NobelBiz®.

Telecommunications 53

Telecommunications Contact Center 53

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

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. As an example, AA Ireland has customers that have several policies renewing at different times.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

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.

Technology 62

Technology Healthcare contact center solutions Contact Center 62

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.

Call Center 40

Call Center Marketing B2B Contact Center 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. Who should watch: VPs & Directors of Contact Centers.

Airlines 78

Airlines Transportation Contact Center Self service 78

Toister Performance Solutions

DECEMBER 10, 2019

A study of British office workers published in 2009 found that people who worked more than 55 hours per week showed decreased memory, vocabulary, and cognitive reasoning skills compared to those who worked 40 hours or less. When I managed a contact center, a lot of off-the phone work would pile up while we were deluged with customer calls.

Advertising 67

Advertising Airlines Morale Self service 67

CSM Magazine

DECEMBER 5, 2017

It is important for all customer channels ranging from the contact center, websites and apps to be reactive enough to address any of these issues proactively. Fara has been with Arvato since 2009, holding various positions ranging from project management, business development to strategy. About the Author.

Customer Service 80

Customer Service Gamification Self service CRM 80

Fonolo

JUNE 26, 2019

Back in 2009, Apple filed for a trademark on its buzz-worthy phrase, “There’s an app for that.” Almost a decade later, there’s no shortage of apps cluttering up the Android and Apple marketplaces.

Customer Service 104

Customer Service Airlines Transportation Call Center 104

TMP Direct

APRIL 29, 2015

Loss of customer loyalty: “Contact centers leave 18% of customers with unresolved issues. Contact Center Satisfaction Index for 2008, published by the CFI Group] “We spend up to 10% more for the same product with better service.” Customer Service Fast Facts.

Customer Service 40

Customer Service Advertising Contact Center Customer retention 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 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

Chad Schaeffer

SEPTEMBER 12, 2014

It was May 2001 and I was just kicking off my first contact center software implementation as a project manager. For some clients email eventually surpassed phone as the primary contact method. Overnight major brands were receiving millions of support emails a year.

Airlines 48

Airlines Customer Service Banking Contact center software 48

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?

Contact center software 52

Contact center software Contact Center Abandon Call Cloud contact 52