Customer Interactions

JULY 7, 2015

One article discusses 2013’s shining star – the call center as data generator, and NICE’s Matthew Storm shares his 2014 CX prediction. Our team collected some insightful articles on CX, including reflections on this past year in Customer Experience, and predictions for the future. Feel free to click through our picks!

Call Center 28

Call Center Customer Experience 28

Customer Interactions

JULY 7, 2015

One article discusses 2013’s shining star – the call center as data generator, and NICE’s Matthew Storm shares his 2014 CX prediction. Our team collected some insightful articles on CX, including reflections on this past year in Customer Experience, and predictions for the future. Feel free to click through our picks!

Call Center 28

Call Center Customer Experience 28

Beyond Philosophy

MARCH 2, 2016

They analyzed four million phone calls from 2013 to 2015. Take for instance the likelihood that your caller will feel frustrated when on hold for your call center and hang up on you. New research reveals other important factors affect people’s emotional perception of your experience as well: where they live.

Consulting 278

Consulting Consulting Call Center Call center experience 278

Fonolo

NOVEMBER 21, 2017

billion is probably the largest ever transaction in the call center industry. This isn’t a call center deal, strictly speaking, but it is part of Avaya bankruptcy which is really the biggest story of the year. It acquired PrairieFyre in 2013, then Aastra (for $400m!) Extreme Networks Acquires Avaya Networking.

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

Beyond Philosophy

JUNE 12, 2015

Most organizations focus on transactional details of the Experience, for example, hold times at the call center. The American Customer Satisfaction Index (ACSI) uses an overall U.S. Customer satisfaction score as an indicator of the health of the economy. Since 1994, the ACSI Score rose from 74.8 to a high of 76.8

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

Noble Systems

APRIL 8, 2020

The software is accessed on-demand, as a “service,” and the provider hosts and maintains the equipment in its own location (often called the data center). CCaaS is appealing for call centers for a number of reasons. It also offers more flexibility and scalability as operational needs change.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

Certified Languages International

OCTOBER 10, 2023

10, 2023) — Certified Languages International (CLI), a leader in the remote interpretation and language services industry, announces the rollout of MERFi , a proprietary video remote interpreting (VRI) platform, effectively migrating its existing clientele from a third-party VRI service in use since 2013.

call center solutions 52

call center solutions Banking Education Call Center 52

CSM Magazine

JULY 28, 2015

Until 2015, Business Process Outsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer call centers) to more cost-efficient partners and markets to reduce spend. In 2015, BPO needs to move beyond managing call center bodies. This is no easy task.

Call Center 45

Call Center Customer Service Call flow Abandon rate 45

Quality Contact Solutions

JULY 21, 2021

Organizations that outsource their call center activities to a PCI DSS-certified contact center can focus on their own business and revenue streams instead of the IT Security overhead that comes with maintaining a secure payment card processing program. The post Why is it Important to Choose a PCI DSS Certified Contact Center?

Contact Center 98

Contact Center outsourcing Call Center Consulting 98

TRUSTID

DECEMBER 26, 2019

To help organizations lower their risk of fraud, Neustar helped write the initial STIR/SHAKEN specification in 2013. The webinar, “The Myth and Realities of STIR-SHAKEN for Inbound Call Centers,” explores how caller ID spoofing is undermining the most important communications that today’s businesses have with their customers.

Call Center 62

Call Center Contact Center Technology Personalization 62

Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Meet Our Panel of Call Center Experts: Nenad Cuk. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. The Six Sigma White Belt Training Workshop was the HIGHEST rated program of the 2013 & 2014 Annual Conferences held in Scottsdale, AZ and Colorado Springs, CO.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Talkdesk

MARCH 31, 2020

Call center fraud, which usually takes advantage of records migration or lack of authentication to extort money from larger financial institutions, has skyrocketed by 350% between 2013 and 2019. To do so, companies must equip their security and information technology (IT) teams with the appropriate tools.

Contact Center 60

Contact Center Call Center Surveys Technology 60

Call Experts

SEPTEMBER 8, 2023

For call centers specifically serving the healthcare industry, compliance with HIPAA regulations isn’t just a legal requirement but a crucial aspect of providing top-notch customer service. Legal Obligation Call centers handling medical calls must adhere to HIPAA regulations.

Answering services 52

Answering services Healthcare Call Center Education 52

COPC

APRIL 19, 2022

Resources around timely issues affecting contact centers and customer experience are available in our Global Benchmarking Series 2022. . was established in Georgetown, Guyana, in 2013 to expand the interests of its parent company, Express Trucking and Courier Inc., began by helping call centers improve their performance.

Business Process Outsourcing 52

Business Process Outsourcing Transportation Customer Service outsourcing 52

teleopti

OCTOBER 9, 2018

ASC Incorporates Teleopti’s Workforce Management Solutions into WFO Suite Stockholm 11 February: Teleopti, a global leader in workforce management (WFM) software for call centers, and ASC, a leading global provider of innovative solutions to record, analyse and evaluate communications, today announced they had signed a global partnership agreement (..)

Call Center 48

Call Center Management 48

Contact Center Pipeline

AUGUST 25, 2015

In Pipeline’s 2013 Multichannel Metrics Survey, we asked contact centers for the criteria that they use to determine when to respond and when not to. A key consideration for your social customer service team is determining whether they will respond only to certain types of posts or comments—or everything.

Multichannel 100

Multichannel Customer Service Contact Center Metrics 100

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. It’s safe to say that call centers don’t need to worry about productivity or retention among home-based workers.

Contact Center 54

Contact Center Gamification Call Center call center software 54

Customer Interactions

JULY 7, 2015

The Tech and Tools to Keep your Contact Centre at the Cutting-Edge (My Customer) Do you know the secret to success for today’s leading call centers? Let us know your thoughts by commenting below, or reach out to us on Twitter.

Call Center 28

Call Center Customer Experience 28

SmartAction

DECEMBER 15, 2021

It dropped to 63% until it normalized around 2013. By providing customers with always-on voice bots that give them the ability to self-service and offload tons of repetitive interactions, call centers are improving the customer experience and enhancing the work balance for retained live agents. It’s a solved problem.

Contact Center 76

Contact Center Virtual Agent Agent burnout Self service 76

Win the Customer

JANUARY 20, 2020

eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. Chatbots can be used to get rid of many of the associated costs of call center services such as answering the phone tens or sometimes hundreds of times per day.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Certified Languages International

NOVEMBER 10, 2020

Primary industries served: Healthcare, government, 911 call centers, insurance, legal, refugee agencies. Related: Which Is Better for Healthcare: Video or Phone Interpreters? Established: 1995. Established: 2011. Language services offered: Video and telephone interpretation, on-site interpretation, translation.

Healthcare 52

Healthcare Government Enterprise Banking 52

pindrop

OCTOBER 3, 2018

Voice is growing out of the call center, out of your telephone and is growing into the next interface. There has been a 350% increase from 2013 to 2017 in phone fraud, and a 47% increase from last year. These economies are accompanied by their own collection of problems – and fraudsters are not letting up.

Banking 56

Banking Engineering Call Center Enterprise 56

CX Global Media

JULY 12, 2019

About Michael Replogle : International Executive Vice President who has successfully driven call center performance and productivity for more than 32 years in such companies as JP Morgan Chase, USAA, Regus, Direct Energy, and 1800Flowers.com. Trainer and Coach in the Contact Center Business for over 25 years. Judy McKee ?

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Vonage

SEPTEMBER 25, 2015

It was for this reason that in early 2013 we decided to bring our customer service operation in house. We’ve seen an average increase in sales of 68% YoY since 2013, and have be en able to support this growth with just one new full-time and one part-time customer service representative. Today’s competitive battlefield is service.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

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. Updated June 2020.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

Fonolo

MARCH 4, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. We’ve got a solid set up, beginning with 1-800 or contact center agents,” Sidhu explains. Making your contact center omnichannel ready.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Nicereply

MARCH 14, 2023

Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Customer Contact Environment By Brad Cleveland Published: 1997 Length: 440 Packed with data, Call Center Management on Fast Forward is geared towards workforce managers. As a support manager , you’ve probably heard this many times.

Management 98

Management Call Center Metrics Entertainment 98

Vcaretec

JUNE 6, 2022

He is a Customer Experience & ATL 2013 Huff Post Top 100 Social. At Vcare , we help the biggest brands in the world think beyond the normal call center and customer support process. Reach out to one of our Care Specialists to see how much you could be saving on your customer support center.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Talkdesk

AUGUST 8, 2019

Founded in 2013, Lineten brings together the best delivery companies and POS integrations shaping the future of the e-commerce industry. What did you have before and what was the main driver for a call center solution? Earlier this month we sat down with the charming Quaid Combstock, Growth Lead at Lineten.

Wait times 46

Wait times call center solutions Contact Center Enterprise 46

CSM Magazine

JUNE 29, 2020

A 2013 survey revealed the average employee spends one whole week each year waiting for their network to load, which frustrates workers and costs employers thousands. In stores, restaurants, cafes and call centers, temperamental connections leave customers waiting, too.

Morale 52

Morale Customer Service Feedback Call Center 52

Fonolo

FEBRUARY 7, 2018

Spoken built a cloud version of Avaya’s Aura Elite call center technology, so the short term motive here is immediately obvious: to quash the nagging criticism that Avaya has no cloud strategy. When I heard about this deal, the historic parallel that jumped out at me was the Genesys-EchoPass deal of 2013.

Abandon rate 65

Abandon rate Call Center Engineering Technology 65

Liveops

NOVEMBER 9, 2018

A study featured in Harvard Business Review looked at call center workers who worked from home versus those in the brick and mortar. Beginning in 2013, Orion stopped limiting its search for talent to people within close geographic proximity. It’s not just small companies and techies embracing the remote mindset.

Call Center 78

Call Center Marketing Technology Management 78

Taylor Reach Group

APRIL 9, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). What’s the cost to your organization if nearly three quarters of your customers go elsewhere? You can do the math easily for yourself.

Consulting 173

Consulting Consulting Contact Center Surveys 173

TRUSTID

JANUARY 15, 2013

That’s the question recently posed to Bill Nelson, president and CEO of the Financial Services Information Sharing and Analysis Center (FS-ISAC). The recent BankInfoSecurity article, “New Insight on How to Respond to 2013’s Top Fraud Trends,” suggests that fraud attempts against banks and credit unions will continue to increase this year.

Banking 48

Banking Engineering Accountability Contact Center 48

Taylor Reach Group

MAY 1, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). We looked at how you can improve it by listening to your employees and acting on their suggestions ( TRG Blog March 2020 ).

Consulting 140

Consulting Consulting Surveys Feedback 140

TechSee

OCTOBER 23, 2018

Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . Personalized product recommendations: AI-driven recommendation engines offer customers products tailored to their preferences. 45% of online shoppers are more likely to shop on a website that makes personalized recommendations.

Personalization 157

Personalization Customer Service Chatbots Engineering 157