Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. . How AI-Enabled Super-Agents Improve CX.

Self service 76

Self service Contact Center Benchmark Chatbots 76

AWS Machine Learning

MAY 31, 2024

In this blog post and open source project , we show you how you can pre-train a genomics language model, HyenaDNA , using your genomic data in the AWS Cloud. SageMaker notably supports popular deep learning frameworks, including PyTorch, which is integral to the solutions provided here.

Biotechnology 82

Biotechnology Scripts Healthcare APIs 82

Outsource Consultants

JUNE 19, 2018

5 Valuable Metrics Contact Centers Can Provide Companies. For companies that outsource their contact center services, their contact center partners can provide a wealth of valuable data. Whatever the situation is for your company, your contact center partner should be able to provide you with this metric.

Contact Center 52

Contact Center Metrics outsourcing Abandon rate 52

VirtualPBX

SEPTEMBER 14, 2023

Guest Blog from Sphinx Solution Nowadays, a solid communication system is the key to any business success. Integrating VoIP & texting in your business transforms the way you communicate with your partners, customers, and employees. This means VoIP solutions convert human voice into a signal that travels through the Internet.

voip 105

voip CRM Consulting Consulting 105

AWS Machine Learning

APRIL 18, 2023

This blog post summarizes how the Amazon Machine Learning Solution Lab (MLSL) partnered with RallyPoint to drive a 35% improvement in personalized career recommendations and a 66x increase in coverage, amongst other improvements for RallyPoint members from the current rule-based implementation. This was stored in S3.

Personalization 72

Personalization Metrics Healthcare Automotive 72

VirtualPBX

NOVEMBER 8, 2023

Whether it’s a flooring manufacturer, a financial services firm, or a digital healthcare solutions company, a reliable and feature-rich communication system is vital to streamline operations and boost customer satisfaction. The solution? VirtualPBX emerged as the perfect solution. VirtualPBX.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics.

Feedback 83

Feedback Consulting Consulting Enterprise 83

AWS Machine Learning

OCTOBER 24, 2023

Powered by Amazon Translate , this feature lets customers request voicemail transcriptions in their language of choice from the native Visual Voicemail application available on major Android manufacturers’ devices, beginning with flagship devices and all future devices available from major device partners.

APIs 90

APIs Engineering Metrics Technology 90

Expivia

FEBRUARY 18, 2024

Business Process Outsourcing (BPO) firms, especially those specializing in contact center services, are at the forefront of this change, transitioning from traditional service models to becoming integral technology partners for their clients. This shift towards technology-driven solutions poses a significant challenge for BPOs.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

aircall

JUNE 27, 2022

One year after reaching a $1bn valuation and six years after its 1st million dollar ARR, Aircall reaches centaur status with $100m ARR ( State of the cloud report 2022 – Bessemer Venture Partners ). This is a strong indication of the worldwide demand for technology solutions. It also brings us a step closer to public scale.

call center software 105

call center software Call Center Metrics Marketing 105

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Lumoa

FEBRUARY 14, 2024

From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX. Now, it’s time to drill down into the details.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Upstream Works

NOVEMBER 4, 2021

Learn more about our omnichannel contact center solutions here. The basic building blocks for omnichannel were outlined in a recent blog post , which offers a great place to start when approaching an omnichannel digital strategy. Be ready to move on from point solutions. Partner with vendors who understand omnichannel.

Contact Center 78

Contact Center contact center solutions Call Center Multichannel 78

Nicereply

NOVEMBER 15, 2022

Vice President of Partner Operations at PartnerHero. The trend for 2023: With the economic forecast looking rough in 2023, it’s more important than ever to establish a baseline of metrics and work with your team to align those metrics as goals. Top customer service trends of 2023. Josh Magsam. Hilary Dudek. Tim Jordan.

Customer Service 98

Customer Service Metrics Employee engagement Customer Support 98

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Project Management Who will you be interfacing with once you’ve partnered up with an outsourcer?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

AWS Machine Learning

MAY 30, 2024

In this blog, we walkthrough the architectural components, evaluation criteria for the components selected by Vitech and the process flow of user interaction within VitechIQ. Streamlit offers a user-friendly experience to quickly build interactive and easily deployable solutions using the Python library (used widely at Vitech).

Chatbots 103

Chatbots Engineering APIs Technology 103

ClientSuccess

JANUARY 3, 2023

What Do We Do Better Than Others You Partner With? By asking this question, you can identify customer preferences and gain valuable insight into what sets your company, product or service apart from other solutions. This can help you create solutions that meet the needs of both potential and existing customers alike.

Best practices 81

Best practices Consulting Consulting Metrics 81

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Upselling 115

Upselling Accountability Metrics SaaS 115

24-7 InTouch

FEBRUARY 2, 2023

In the same survey, leaders agree there’s a need for customer insights in real-time, but only 32% said that their current CX solution meets their business’s needs. Below are five common challenges brands face when trying to deliver an exceptional customer experience along with some solutions to take their CX to the next level.

Customer Experience 52

Customer Experience outsourcing Customer Care Customer centricity 52

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. A potential contact center partner should be able to articulate their particular capabilities and processes in regards to AI solutions. You’re prepared for the future of customer service.

Contact Center 78

Contact Center Chatbots outsourcing Metrics 78

aircall

JANUARY 25, 2023

Choosing a cloud-based call center solution for your business is a time-consuming process. Genesys is a cloud-based contact center as a service (CCaaS) solution. Remote teams that prefer a mobile-friendly cloud-based call center solution won’t get what they need from Genesys. Do you need an affordable solution?

Interactive Voice Response 62

Interactive Voice Response call center solutions Analytics APIs 62

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Having a reliance on this type of solution is intrinsically inefficient. Contact centers can achieve this by opting for a unified communications solution that is hosted in the cloud, a.k.a. Vincent Nero.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Global Response

JUNE 20, 2023

With innovation and technological support from both cultural and governmental influences, it’s created a strong sense of agency, innovation and development for call center solutions. In short, it’s a four-step process involving scoping and planning, finding a local partner, staffing and training and deploying your technology.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

AWS Machine Learning

MAY 5, 2023

In this post, we discuss a machine learning (ML) solution for complex image searches using Amazon Kendra and Amazon Rekognition. For example, if users want to find an architecture solution for the use case of customer verification, they will typically use a search query similar to “Architecture diagrams for customer verification.”

Engineering 101

Engineering APIs Scripts Enterprise 101

24-7 InTouch

JULY 13, 2023

Partnering with a company that specializes in customer care can help you build customer trust so you can focus on accelerating growth and staying ahead of the competition. Outsourcing your social media customer service will allow you to better allocate your time to what you do best, while trusting your partner to focus on the service aspect.

outsourcing 52

outsourcing Customer Care Customer Support Metrics 52

Global Response

JULY 23, 2023

The Dreaded Language Barrier The Problem: This is one of the biggest obstacles and common complaints of working with a call center, especially if you work with an offshore partner. Look for outsourcing partners who emphasize brand training and integration as a key element of their partnership with you. Sounds obvious?

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

Totango

JANUARY 2, 2024

Christina started the conversation by sharing how, for CDK – a software solutions provider that helps automotive dealerships improve customer experience – data visibility and understanding how their products deliver business outcomes for their customers continue to be the main challenges for her team.

Automotive 100

Automotive Journey mapping Self service Sales 100

Expivia

FEBRUARY 14, 2024

This means making sure every bit of information from customer interactions, be it through CRMs like Salesforce, operational metrics, or telephony data, is brought together with your telephony data. Evaluating and Selecting the Right AI Technologies Not every AI solution is going to fit your needs.

Contact Center 52

Contact Center Call Center Metrics Scripts 52

Select VoiceCom Blog

NOVEMBER 20, 2022

Providing solutions to customers This type of customer support allows businesses to create their ideal customer experience, generating customer satisfaction, boosting brand loyalty, and enabling cost-efficient spending. IT Help Desks vs. Other Solutions: What’s the Difference? Below are seven best practices you can consider.

outsourcing 52

outsourcing Technical Support Metrics Best practices 52

Totango

AUGUST 25, 2022

Then, we’ll dive into how customer engagement is measured and which key performance indicators (KPIs) are important, a topic further discussed in this excellent post by Matrix Partners serial entrepreneur and venture capitalist David Skok. The key metric here is churn. Next, we’ll share six keys to effective SaaS customer engagement.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

Global Response

SEPTEMBER 11, 2023

That is, they may be a key strategic partner, or they might simply provide execution-level support. Contact centers are more robust operations that support multi-channel or omnichannel solutions. Inbound call centers are a great solution for overflow or after-hours customer support. Contact centers. Inbound call centers.

Call Center 62

Call Center outsourcing Telemarketing Bilingual agents 62

aircall

NOVEMBER 16, 2022

The ideal alternative will seamlessly integrate with third-party software to ensure that you have insight into all business metrics in one place. . Implementing a cloud-based business phone solution shouldn’t come at the expense of your team. Integration partners include Salesforce , Intercom , Freshdesk , Microsoft Teams , and more.

CRM 62

CRM call center software APIs Government 62

Spearline

APRIL 20, 2023

If you are providing Contact Centre Solutions you need to have a way of monitoring your network and your partners’ performance to ensure the operability of your services. Using a SIP Route Tester provides visibility on outbound call paths, including audio quality, partner performance, and correct formatting of caller ID.

Enterprise 52

Enterprise Contact Center Consulting Consulting 52

SmartAction

NOVEMBER 22, 2023

Improve metrics Meet targets more effectively by reducing call abandonment rates and time spent while improving first-call resolution, call completion rate, and customer satisfaction scores. Your vendor partner has to work collaboratively to deliver a great ROI.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Spearline

FEBRUARY 1, 2022

If a relationship is crumbling beyond repair, objective data and SLA enforcement allow you to exit a contract early, and migrate to a more suitable network partner. Find out more about how Spearline provided Aircall with a solution to identify of issues with their existing carriers here. Your contact numbers are mission critical.

Telecommunications 98

Telecommunications Call flow Call Center Enterprise 98