pindrop

NOVEMBER 19, 2020

When considering the application of graph analytics for fraud detection in call centers, operationally the “edges” or relationships, links, and connections associated to each node are analyzed to identify valuable patterns that can predict when and where fraud may occur. What is Graph Analysis for Fraud Detection in Contact Centers?

Contact Center 98

Contact Center Analytics Interactive Voice Response Engineering 98

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens. Nabahat Shanza. Art Coombs. ArthurFCoombs. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

Revation Systems

JANUARY 3, 2018

As the expectation for 24/7/365 convenient mobile communications spreads, call centers are becoming even more mission-critical for customer engagement. On the brink of such change, many call centers across the nation are restructuring to meet these new standards of communication. contact centers spend $12.4

Call Center 48

Call Center Multichannel Virtual Agent Contact Center 48

CCNG

OCTOBER 19, 2022

Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Oracle, 2011) Customers who had a very good experience are 3.5x Oracle, 2011) 79% of consumers who complained are still not happy with the way their complaints are handled.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

MARCH 28, 2018

Yes, a growing fraction of call center seats are switching to cloud-based offerings. But Avaya, Cisco, and Genesys are still going to sell hundreds of millions of dollars worth of call center equipment this quarter (and for many quarters after that). First, some perspective: No $20 billion industry changes quickly.

Call Center 59

Call Center Engineering APIs Enterprise 59

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. Supervisors are the contact center’s superpower if you unleash them. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Taylor Reach Group

APRIL 9, 2018

It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Originally Published in Customer Reach Volume 2 Issue 5 – This article was originally published in 2006, updated in 2011 and again in 2018.

Contact Center 88

Contact Center Consulting Consulting Management 88

Talkdesk

NOVEMBER 7, 2019

Since 2011 Talkdesk’s mission has been to empower companies to continuously improve customer experience. With enterprise-class performance and consumer-like experience, Talkdesk allows companies to adapt their contact centers to the evolving needs of their customers.

CRM 45

CRM Contact Center Enterprise Call Center 45

Talkdesk

JUNE 19, 2020

I went on to win the competition with an idea for a software platform that would allow businesses to set up call centers in the cloud in as little as 5 minutes, helping agents to answer and make customer service calls from their desktop. Write a list of 10 ideas Not all hackathon ideas are great.

APIs 71

APIs Contact Center Call Center Marketing 71

Fonolo

OCTOBER 10, 2017

Today’s demanding consumers have high expectations when it comes to the call center experience. The solution to hold-time is to offer a call-back as an alternative. Our goal is to see every call center offer call-backs, so that no one has to wait on hold ever again. Call-Backs Becoming More Common.

Surveys 64

Surveys Call Center Average Handle Time Contact Center 64

Contact Center Pipeline

DECEMBER 20, 2017

The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number of seniors topped 50 million, and the U.S. Census Bureau projects it to reach over 70 million in the next 25 years. In a fast-paced world, where conversations can be distilled […].

Contact Center 100

Contact Center Call Center Customer Service 100

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. of companies. omnichannel. personalization.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

TASKE Technology

JUNE 9, 2011

Dan says that “after seeing the excitement in a customer’s eyes once they saw a demo of a TASKE solution, and then after buying TASKE and hearing how much they loved the product and how it changed the way they ran their call centers, I decided I had to join the team.” percent of all inbound communication channels.

Transportation 40

Transportation Telecommunications Contact Center Call Center 40

Certified Languages International

NOVEMBER 10, 2020

While many interpreting companies use contract interpreters, CyraCom touts the use of large contact centers staffed with interpreters covering 200,000 square feet of space across the U.S. Established: 2011. Primary industries served: Healthcare, government, 911 call centers, insurance, legal, refugee agencies.

Healthcare 52

Healthcare Government Enterprise Banking 52

Certified Languages International

AUGUST 31, 2021

CyraCom, and their counterpart Voiance, is known for “operating more than 200,000 square feet of interpreter contact center space in the continental U.S.” This means their phone and video interpreters work as employees in a call center environment versus from home as independent contractors. What’s notable about CyraCom?

Healthcare 52

Healthcare Contact Center Call Center Marketing 52

NICE inContact

OCTOBER 21, 2019

When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly. The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point. But as chat volume continued to increase, the company took its eye off some important KPIs.

Abandon rate 48

Abandon rate Cloud contact Contact Center Management 48

Talkdesk

APRIL 25, 2017

AppConnect is an easy way for Talkdesk customers to try and buy new solutions so they can easily build their contact center stack. This culture goes back to 2011 when Talkdesk was founded. Talkdesk was the first 100% web-based call center solution and the only one that could be fully implemented in just five minutes.

Enterprise 50

Enterprise Call Center Contact Center Engineering 50

Noble Systems

MAY 11, 2021

Many think that speech recognition began with the advent of Siri from Apple in 2011. 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. Background on Speech Recognition. When used correctly.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

RapportBoost

OCTOBER 16, 2018

Read on and listen in to excerpts of the interview below: RB: You coined the term “Conversation Commerce” back in 2011, but the name Chat Analytics is new. What are the potential benefits for a contact center to do so? What are the similarities and differences between Conversational Commerce and Chat Analytics?

Analytics 45

Analytics Contact Center Call Center Marketing 45

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. With that in mind, let’s take a closer look at the challenges of maintaining and upgrading call center infrastructure.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

Verint

APRIL 13, 2016

It was in 2011 that the back office first came to our attention at Saddletree Research as a potentially disruptive force in the global contact center industry. had the front office contact center and the back office contact center reporting to the same internal organization.

Management 23

Management Enterprise Contact Center Call Center 23

Fonolo

DECEMBER 2, 2015

In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). Improving the software in your call center can help create better experiences for both agents and customers.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

Talkdesk

MAY 2, 2019

Since its inception at a hackathon in 2011, Talkdesk has grown to be one of the most recognizable names in the contact center industry. Did you know Talkdesk was conceptualized in Portugal?

Engineering 42

Engineering Enterprise Contact Center Management 42

Babelforce

MARCH 16, 2023

‘Software is eating the world’, wrote Mark Andreessen in the Wall Street journal in 2011. IT and development teams have their hands full Citizen developers can meet some needs better than IT staff Low or no-code platforms can turn anyone into a developer How can citizen developers liberate the contact center?

Contact Center 52

Contact Center Call flow Abandon rate Call Center 52

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. ii] “Red Cross Does PR Disaster Recovery on Rogue Tweet”, Todd Wasserman, Mashable, February 16, 2011, [link]. iv] “Gilbert Gottfried Fired as Aflac Duck after Japanese Tsunami Tweets”, Huffington Post, March 14, 2011, [link]. [v]

Airlines 45

Airlines Customer Service Customer Care Metrics 45

Babelforce

SEPTEMBER 5, 2023

With budgets getting tighter and operating costs getting higher, contact centers need to get the most out of every investment they make. But even the world’s most powerful CRM needs some extra help to meet the specific needs of contact centers (and their customers). Designed specifically for contact center needs.

CRM 52

CRM Contact Center Call Logging Technology 52

Netomi

JANUARY 5, 2022

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Leslie O’Flahavan.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

FEBRUARY 7, 2022

About: Another successful SaaS company serving thousands of happy clients since founded in 2011. The contact centers of AirCall help businesses to contact their customers via voice calls. This SaaS Company provides a dedicated solution for call centers and also for support and sales teams.

SaaS 10

SaaS Real estate B2B Enterprise 10