TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. He is currently the Strategy & Optimization Czar at Call Design North America (CDNA), the leader in workforce management solutions for contact centers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Monet Software

OCTOBER 4, 2018

Whatever business you are in, whatever product or service you are selling, however many other companies are competing against you for the same customers, there’s one thing you can do right now to gain a competitive edge in your industry: add speech analytics to your contact center. That is another advantage analytics provides.

Analytics 54

Analytics Government Upselling Contact Center 54

Expivia

JANUARY 4, 2022

Sounds like you might be a good candidate for switching to a cloud-based contact center. A lot of traditional contact center managers don’t feel the need to switch. The truth is, every contact center could benefit from a cloud-based system. It’s not just the future of contact centers.

Contact Center 52

Contact Center Call Center APIs outsourcing 52

Hodusoft

FEBRUARY 8, 2024

Traditionally, the majority of clients of MSPs used to be small and midsize businesses (SMBs), government agencies, not-for-profit organizations, and other organizations that don’t have a dedicated in-house IT team. But now, larger and well-established businesses are using the specialized services of MSPs. Read on and thank us later.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

Contact Center Pipeline

OCTOBER 31, 2019

We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic leadership insights and practical advice for managing your contact center. Welcome to our Top 5 most-read blog posts in October!

Analytics 100

Analytics Contact Center Management Government 100

NobelBiz

MARCH 12, 2024

Utilizing data analytics to gain actionable insights into customer behavior and preferences in real-time. Providing Personalized Customer Experiences: Unified CXM leverages data analytics and insights to understand specific customer preferences and behaviors. Enables quick service on the platform of their choice.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

ShepHyken

DECEMBER 23, 2022

Organizations will need a communications provider who evolves with them – a trusted partner who leverages their expertise and analytics to guide them toward the right solutions today and in the future. The technology can produce marketing copy like newsletters, emails, and even blogs.

Surveys 175

Surveys Education Enterprise Technology 175

Taylor Reach Group

JANUARY 21, 2019

has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. Rosetta is an acknowledged thought leader, expert and practitioner on public sector contact centers.

Journey mapping 70

Journey mapping Government Contact Center Consulting 70

TLC Associates

OCTOBER 30, 2019

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Your Contact Center Location Costs.

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. In a call center setting, real-time monitoring refers to the continuous observation and analysis of customer interactions as they occur.

Call Center 52

Call Center Coaching Contact Center Metrics 52

OctopusTech

FEBRUARY 14, 2023

Outsourcing call center services has a lot of benefits because outsourcing agencies are known for operational excellence and technological advancement aspects. Companies all over the world prefer India for contact center outsourcing services for their business due to various reasons which are discussed here.

outsourcing 62

outsourcing Call Center Government Contact Center 62

NobelBiz

JUNE 5, 2023

Inbound lead generation includes blogging, SEO, social media, PPC. Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Using the Right Contact Center Technology Technology plays a vital role in lead generation.

Call Center 52

Call Center Scripts CRM Contact Center 52

The GLOBO Blog

JUNE 22, 2017

The tool integrates with existing chat platforms and adds professional translators directly into workflows, enabling contact center agents to communicate with limited-English-speaking customers in near real time. The platform delivers real-time service level data, usage metrics, predictive analytics, trend analysis and population data.

Average Handle Time 75

Average Handle Time Government Healthcare Contact Center 75

Aspect

DECEMBER 27, 2017

This brings us to the contact center – where conversations happen. Due to the criticality of the contact center to a business, as well as the fact that it is still (wrongly) considered a cost center to many C-suites, decisions are generally made conservatively. And this is where chatbots can help.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

Blueship Call Center

JUNE 21, 2023

For instance, data analytics technologies can assist in locating opportunities for cost reductions or performance enhancement. They serve a variety of industries, including those related to government, finance, law, business, insurance, information technology, and healthcare facilities.

outsourcing 63

outsourcing Finance Government Customer Care 63

aircall

JANUARY 7, 2022

A call center dialer, or outbound dialer, connects customers to an interactive voice response system (IVR) or to a contact center with a live call center representative. . Aircall uses a power dialer as the preferred form of cloud-based call center software. Call center analytics.

Call Center 62

Call Center Interactive Voice Response call center software virtual call center 62

Avaya

SEPTEMBER 29, 2016

The city of the future is a Smart City, emboldened by technology that folds in government, industry, and consumers. 22 Capital Partners’ Smart City Platform, 22 CityLink, uses our foundation to keep pace with the demand for mobile, social, and cloud-based services within the Smart City, from citizens, the government, and industry alike.

Government 79

Government APIs Healthcare Banking 79

Avaya

OCTOBER 2, 2017

They’re starting with their contact center operations, where they have accumulated customer data—the most valuable asset of any organization—and are looking at how new technologies can enhance the customer experience and add revenue. We look forward to seeing you there.

Technology 43

Technology Telecommunications Government contact center solutions 43

Callminer

APRIL 23, 2019

To train and evaluate call center staff. Perhaps the strongest reason companies record and/or transcribe calls is that it’s often required by government entities. Ensure that you are operating under the correct understanding of PCI compliance for your contact center. To ensure the quality of customer service.

Best practices 159

Best practices Call Center Banking Contact Center 159

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. QA hinges on call monitoring and scoring, along with good call center analytics and reporting—but then it gets personal.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Cisco - Contact Center

OCTOBER 18, 2023

One of the biggest challenges [1] the sustainability community – tec… Read more on Cisco Blogs So, you’d think that building a sustainable IT infrastructure is easy. Think again!

Benchmark 78

Benchmark Government Analytics 78

inmoment

JUNE 1, 2020

The VoC team has implemented a Coronavirus text analytics category and is updating senior management twice a week, calling out references to COVID-19 within VoC trackers including critical areas of the business like roadside assistance and Thrifty car rentals. Prompt Survey Respondents to Give Richer Feedback through Text Analytics.

Customer Experience 69

Customer Experience Analytics Surveys Feedback 69

Avaya

JANUARY 26, 2018

The directive requires all national governments in the EU to adopt certain laws, which they are free to do in their own way should the resulting effect be the same. Supervisors and managers can use this both in the contact center and back office to view customer interactions from beginning to end via synchronized screen and call recordings.

Government 51

Government Coaching Contact Center Quality management 51

Avaya

MAY 9, 2017

Meanwhile, automation and data analytics have evolved from luxuries to enterprise necessities. Consider industries like government, where 71% of federal IT decision makers still use old operating systems to run important applications. appeared first on Avaya Connected Blog. The bad news? Let me know what you think.

Customer Experience 76

Customer Experience Government Big data Enterprise 76

Stratifyd

MARCH 6, 2019

Our platform harnesses the power of AI and bridges the gap between data and self-service analytics. Until recently, data-driven insights have been the purview of data scientists or anyone with a sophisticated background in data analytics or computer science. When it comes to customer analytics, there’s no room for gaps.

Analytics 55

Analytics Government Feedback Self service 55

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

OctopusTech

MARCH 19, 2018

Recently call centers have evolved rapidly in many sectors such as banking, retail, Government, tourism etc. Instead, install data-directed routing system to your contact center platform to automatically directs the calls to the best possible agent. Use KPIs to Measure Satisfaction.

Call Center 63

Call Center outsourcing Government Banking 63

Vistio

JULY 11, 2022

And that’s one of the reasons I do a lot of stuff in the BPO space and the contact center systems, but also on the, as I just mentioned, the telecom infrastructure aspects of is really interesting because of my past. That’s great that you brought it up, switching the focus back to being more focused on contact centers.

Technology 52

Technology Self service Contact Center Analytics 52

aircall

JANUARY 15, 2021

While IT departments don’t create the policies that define which employees can access certain types of data, IT staff implement a procedure for governing which employees can access networks and operating systems. Call center representatives can make calls directly over the internet without using a handset.

voip 62

voip Telecommunications Call Center call center software 62

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Michael Mancinone. peoplogica. Mark Webster. authorityhacker. Sarah Torres Ferrick. sarahtorresferr.

Management 207

Management Customer Service Consulting Consulting 207

NICE inContact

JULY 29, 2019

Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets. contact center was going nowhere. contact center was going nowhere. CXone APIs pull in important contact center data such as SLA metrics.

Virtual Agent 11

Virtual Agent Contact Center APIs Government 11

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Michael Mancinone. peoplogica. Mark Webster. authorityhacker. Sarah Torres Ferrick. sarahtorresferr.

Management 182

Management Customer Service Consulting Consulting 182

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? In fact, I’ve included a link to an unbiased market source at the end of this blog. Cloud Contact Center – Cloud computing… applied to the contact center. If the Federal Government trusts it, so can you. .

Contact Center 74

Contact Center Government Average Handle Time Benchmark 74

AWS Machine Learning

NOVEMBER 22, 2023

Learn how to utilize your datasets using Amazon SageMaker and Amazon Bedrock as well as popular frameworks like PyTorch with AWS compute, storage, and analytics. This chalk talk provides an introduction to best practices for risk assessment related to fairness, robustness, explainability, privacy and security, transparency, and governance.

Engineering 108

Engineering Best practices APIs Government 108

Uniphore

JANUARY 4, 2022

Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. CX and Contact Center Leaders. Conversational AI Platform. U-Self Serve. Case Studies.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

8x8

OCTOBER 17, 2018

Manufacturers face a similar challenge with 75% of supply chain practitioners saying digital projects across their companies are not managed under a single governance process, making enterprise-wide integration a challenge, according to a recent Gartner survey. Is your contact center phone service in the cloud?

Contact Center 73

Contact Center Abandon rate Coaching Analytics 73

Uniphore

JULY 30, 2021

When contact center leaders were asked what prevents them from running their dream contact center operation, they cite the same reasons year after year – lack of technology integration closely follows lack of budget. Rapid integration to your systems and channels and instant access to real-time analytics is great.

Benchmark 98

Benchmark Average Handle Time Contact Center Analytics 98