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

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.” It also determines how much they spend.”

Transportation 40

Transportation Telecommunications Contact Center Call Center 40

CX Global Media

JULY 10, 2019

Vicki has over 20 years of experience in the call center and workforce management industry. Jim Iyoob Chief Customer Officer??, Learn the importance of the right combination of people and software when managing agent performance and customer experience. Etech Global Services. How do you know?

Contact Center 120

Contact Center Morale Coaching Analytics 120

Fonolo

OCTOBER 10, 2017

Today’s demanding consumers have high expectations when it comes to the call center experience. A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. The solution to hold-time is to offer a call-back as an alternative. Call-Backs Becoming More Common.

Surveys 64

Surveys Call Center Average Handle Time Contact Center 64

CX Global Media

JULY 12, 2019

I believe wildly successful companies start with successful customers and associates. Through strong values, discipline, and sharp customer focus, I build amazing experiences resulting in worldwide leading customer experience scoring, Net Promoter Scores, Customer Satisfaction, and company profitability.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

NICE inContact

OCTOBER 21, 2019

It’s all part of a robust customer experience , a central focus for a company that’s grown over the years by not only listening to but delighting its customers. When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly.

Abandon rate 48

Abandon rate Cloud contact Contact Center Management 48

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. it can also raise the level of customer experience.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

bold360 Blog

NOVEMBER 25, 2019

That’s why new global research from Ovum is creating buzz by uncovering what these employees are faced with and how to leverage artificial intelligence (AI) to deliver a better customer experience. It’s all eroding agent morale when they’re unable to meet customer expectations.

First call resolution 40

First call resolution Morale Call Center Customer retention 40

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

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

CSM Magazine

AUGUST 26, 2019

Software provider to incorporate industry’s only fully passive anti-spoofing biometric solution to improve customer experience and strengthen security. With IDLive Face, Innov8tif now offers anti-spoofing measures that bolster existing security processes while simultaneously enhancing the user experience.

Telecommunications 40

Telecommunications Banking Self service industry solution 40

Talkdesk

JULY 20, 2016

Customer service has become the key differentiator between modern businesses. In today’s consumer landscape, companies can’t afford to provide anything less than stellar customer experiences. In the race to the top, many companies make mistakes in their provision of customer service. Mistake 3: Building the wrong culture.

Customer Service 40

Customer Service Customer centricity call center software Coaching 40

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. ii] “Red Cross Does PR Disaster Recovery on Rogue Tweet”, Todd Wasserman, Mashable, February 16, 2011, [link].

Airlines 45

Airlines Customer Service Customer Care Metrics 45

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

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

TASKE Technology

NOVEMBER 14, 2013

billion on Black Friday 2011 according to the National Retail Federation….[However,] Your challenge is to keep all of your agents engaged in their work for the duration of the busy holiday season, in the face of high call volumes, frustrated callers, and, often, new product or service promotions. billion, compared to $52.4

Call Center 40

Call Center Sales Customer Service Marketing 40

Globitel

AUGUST 2, 2011

Globitel , the leading telecom solutions provider, has launched the “ Missed Call Notification ” Service in MTN Sudan, on June 26th, 2011. About Globitel : Globitel is a leading company offering a wide range of unparalleled telecom and customer care solutions to mobile operators and call centers.

Telecommunications 40

Telecommunications Call Center Customer Care Sales 40

Balto

OCTOBER 31, 2022

To that end, an emphasis on Service Importance drives home that a company is customer experience-focused and that agents should do their best to make their time on the phone pleasant for both parties. Responses in this category included statements like “customer courtesy and listening skills” and “working on communication techniques”.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

RichCall

SEPTEMBER 13, 2017

Blake Morgan , Customer Experience Futurist and the host of the Modern Customer Podcast. Darren Prine , Omnichannel Contact Center Solutions Specialist at BrightPattern. Lutz Remmers , Operations Director for Call Center de Mexico. Donna Peeples , Customer Experience Strategist. Teresa Cottam.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Babelforce

MARCH 16, 2023

‘Software is eating the world’, wrote Mark Andreessen in the Wall Street journal in 2011. Citizen developers can meet some needs better than IT staff Let’s say that a major corporation’s customer service manager wants some new functionality to help the staff in their call center. A high bar has been set.

Contact Center 52

Contact Center Call flow Abandon rate Call Center 52

Babelforce

SEPTEMBER 5, 2023

CCaaS platforms When it comes to choosing the right tech to power contact centers, there’s shortage of options. Salesforce is a popular choice – it’s versatile and reliable, and while it hasn’t been built specifically for call centers, it does come with some CCaaS functionality. recorded in a 2011 study).

CRM 52

CRM Contact Center Call Logging Technology 52

Fonolo

AUGUST 15, 2019

This is the oft untold story of how Ryanair cleaned up its notorious customer service reputation by putting the customer first. The bombastic Ryanair boss Michael O’Leary declared in 2011, “there hasn’t been a war in Europe for 50 years, because they’re all too busy flying on Ryanair. An Image Problem. What’s Inside: .

Airlines 73

Airlines Customer Service Healthcare Morale 73

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. I joined PeopleMetrics in 2011, so I'll hit the 10 years milestone at PeopleMetrics very soon and I'm really happy about it.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

Taylor Reach Group

APRIL 9, 2018

Originally Published in Customer Reach Volume 2 Issue 5 – This article was originally published in 2006, updated in 2011 and again in 2018. Root Cause Analysis, using the 5 whys and remembering that liars are equally distributed everywhere, can be very valuable tools in helping you to understand why.

Contact Center 88

Contact Center Consulting Consulting Management 88

SmartKarrot

FEBRUARY 7, 2022

Valued Customer Example: Cape Gemini, HEC Paris, Dior. About: Another successful SaaS company serving thousands of happy clients since founded in 2011. It operates in more than 30 countries providing its customers with a cloud-based localized phone presence. Founder/CEO: Nick Hernandez.

SaaS 10

SaaS Real estate B2B Enterprise 10