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

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

Noble Systems

MAY 11, 2021

The personal computer propelled speech recognition in the 1990s, which is when BellSouth introduced its voice portal, VAL. Google Voice Search launched in 2009. Businesses in a variety of industries rely on ASR to direct callers to the right department or person through an IVR system. It included 230 billion words.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

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. More Than Just Activity Tracking. Revation and Wearable Technology.

Technology 62

Technology Healthcare contact center solutions Contact Center 62

Fonolo

JUNE 26, 2019

Back in 2009, Apple filed for a trademark on its buzz-worthy phrase, “There’s an app for that.” The Customer Service Takeaway: People today not only want the personal touch from customer service representatives—they expect it. How to Prepare Your Call Center for a Crisis: Black Friday and Cyber Monday.

Customer Service 104

Customer Service Airlines Transportation Call Center 104

CSM Magazine

DECEMBER 5, 2017

Technologies such emotion-engines, which help analyze input to determine customers’ emotions could help personalize interactions and may prompt a seamless transfer to a customer service professional as a next step. Emotional Detection. ” AR & VR. Challenges for Executives. Self Service. Gamification.

Customer Service 80

Customer Service Gamification Self service CRM 80

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. But despite all this appetite for automation, IATA finds that most people still want to talk to a real person when things go wrong.

Airlines 78

Airlines Transportation Contact Center Self service 78

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

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

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

NobelBiz

APRIL 9, 2024

Its cornerstone, the Privacy Rule, safeguards personal health information, mandating healthcare entities to uphold confidentiality while facilitating essential healthcare services. Contacting Numbers in the DNC List: Ignoring the National Do Not Call Registry can lead to complaints, fines, and damage to the company’s reputation.

Call Center 105

Call Center Telemarketing Healthcare Government 105

Transparent BPO

APRIL 3, 2020

Over the past two weeks, Transparent BPO has undertaken a serious initiative — to deploy 850 brick and mortar contact center agents to a work-from-home (WFH) environment. That announcement set in motion a new era in our personal and business lives that most never expected or considered. was confirmed on January 20, 2020.

Contact Center 120

Contact Center outsourcing Transportation Government 120

The Northridge Group

MARCH 8, 2024

I think there’s an overwhelming sense at my previous job that the client came first no matter what, even if that meant your personal life suffered. Here, while our clients are VERY important, it’s more ‘take care of your family’ because the attitude is that you can’t be a good employee if you’re not managing your personal life, too.”

Consulting 135

Consulting Consulting Telecommunications Advertising 135

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. Additionally, DA is being used by organizations to mask personal or sensitive information. It offers RPA solutions for contact centers and back offices. WHERE DOES DESKTOP ANALYTICS FIT IN? Pegasystems.

Contact Center 59

Contact Center Analytics Enterprise Consulting 59

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. per user, per month Professional – $21.95

voip 52

voip Enterprise Interactive Voice Response CRM 52

Avaya

JANUARY 9, 2017

Calls fielded by the hotline staff have grown steadily to an estimated 691,000 since Christmas 2009. It’s all made possible by Avaya Customer Engagement technology , the leading contact center solution in the market (shameless company plug!). Most kids were surprised that they actually got to talk to a live person!

Government 45

Government contact center solutions Contact Center Marketing 45

Answer Dash

JANUARY 9, 2019

I’ve watched as the word “customer” has gained increasing influence–from the time when Tony Hsieh, CEO and founder of Zappos, was the only person talking about customer service, to now when everyone is talking about customer experience all the time. We’ve established these two things are definitely not the same.

Customer Experience 82

Customer Experience Chatbots Chief Customer Officer Technology 82

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity Today Since the 2009 global economic downturn, companies have invested heavily in enterprise feedback management. Typical sources are your contact center, customer success teams, your website, industry communities/websites, symposiums, trade shows, and informal conversations with your employees and partners.

B2B 62

B2B Feedback B2C Enterprise 62

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.” Customers appreciate: Faster, personalized customer support. The solution is compatible with all major call center infrastructure vendors (Avaya, Genesys, Cisco, etc.)

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. 5 TrustRadius– 8.2/10

voip 52

voip CRM Interactive Voice Response Enterprise 52