Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

TechSee

AUGUST 14, 2023

Adrian’s driving passion is helping create, develop, and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Totango

JANUARY 3, 2024

It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. In November, Totango was named a Strong Performer in The Forrester Wave : Customer Success Platforms, Q4 2023 report by leading global research and advisory firm Forrester Research, Inc.,

Enterprise 115

Enterprise Best practices Analytics Metrics 115

CX Accelerator

NOVEMBER 11, 2022

Those who succeed in the profession do so because they possess a number of different skills or are part of a team comprised specialists in each skill. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. Project/Program Management.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email.

Feedback 83

Feedback Consulting Consulting Enterprise 83

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. UC supports complex workflows across hybrid teams, and next year will likely be just as complicated. Predictable.

Surveys 176

Surveys Education Enterprise Technology 176

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Better Global Coverage.

Self service 52

Self service Contact Center CRM Quality management 52

Global Response

NOVEMBER 21, 2023

Healthcare BPO providers deliver high-quality, high-touch customer service—and more—to support internal teams and improve empathy, accuracy, security and satisfaction of your call center, while providing necessary support to your internal teams. How exactly does BPO enhance your healthcare support? The solution?

Healthcare 62

Healthcare outsourcing Call Center Personalization 62

Totango

SEPTEMBER 22, 2023

We partner with expert vendors across categories in order to support our vision that customer success requires superior alignment across the C-suite to drive business outcomes and customer value.” Vice President of Global Customer Success at Dynatrace. Shawn White, Sr.

Enterprise 117

Enterprise Education Best practices Customer retention 117

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. But what are the tools every support manager needs to know about? In this article, you’ll find the essential equipment you need to be effective as a support manager. Critical tools for every customer support manager.

Management 98

Management Analytics Feedback Surveys 98

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Supporting CS research. Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. Gain Grow Retain.

Best practices 118

Best practices SaaS B2B Marketing 118

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

Automotive 102

Automotive Journey mapping Self service Sales 102

Select VoiceCom Blog

NOVEMBER 29, 2023

The strategy involves delegating specific non-core functions to third-party service providers, allowing in-house teams to focus on tasks intended for company growth, such as business development and crisis management. of global output , allowing companies to access products economically and evade import tariffs.

outsourcing 98

outsourcing Business Process Outsourcing Government Telecommunications 98

Totango

NOVEMBER 14, 2023

Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. You can engage with customers, review their feedback, and turn that feedback into actionable insights for product development teams.

Chief Customer Officer 97

Chief Customer Officer Best practices Feedback Enterprise 97

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Analyzing extensive datasets to forecast trends.

B2B 94

B2B CRM Enterprise Upselling 94

Global Response

DECEMBER 21, 2023

An outsourced help desk allows you to provide always-on, effective support to your customers, while freeing up time for your in-house team to focus on your bigger strategies and goals. Help desk outsourcing isn’t your run-of-the-mill customer service or customer support outsourcing.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

Spearline

FEBRUARY 2, 2022

This blog outlines what testRTC offers in WebRTC testing, monitoring and support, and the benefits it provides to organizations using WebRTC. We help organizations with the testing, monitoring and support activities of their WebRTC applications. Our latest testRTC product offers WebRTC testing, monitoring and support.

Self service 98

Self service Enterprise Contact Center Metrics 98

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. You need proven work. Titles that have stood the test of time.

Management 98

Management Call Center Metrics Entertainment 98

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. It also reduced agent attrition and requests to speak to a manager by 25 percent.” – McKinsey & Co.,

Customer Service 81

Customer Service Chatbots APIs Government 81

Global Response

JULY 10, 2023

And while the Philippines hold 10-15% of the global BPO market , their national BPO industry grows by about 8-10% annually. While prices vary based on team size, services included, and other variables, location plays a large role in solution costs. Cultural Compatibility with Western Countries.

Call Center 62

Call Center outsourcing Technical Support Education 62

Global Response

OCTOBER 6, 2023

For example, a common BPO function is managing a contact center and customer service needs. By outsourcing your contact center, you can offer more services, increased accessibility, higher quality support and more for your customers. But customer service isn’t the only function of BPO that supports business growth.

Consulting 62

Consulting Consulting Business Process Outsourcing outsourcing 62

CSM Magazine

MARCH 4, 2022

Intelligent self-service (ISS) experts, 4 Roads , has partnered with the Institution of Engineering and Technology (IET) to transform its global membership network and knowledge sharing capabilities through a new online community platform built on Verint Community. ” About 4 Roads.

Engineering 98

Engineering Technology Self service Chatbots 98

Nuance

NOVEMBER 18, 2021

A few months ago, Nuance manager, Kristian, shared his secrets to being a great manager. Let’s hear from a few more managers! Mahmoud is a Senior Manager in our Montreal office on the Enterprise Professional Services team. Plus, get practical management tips and ideas, [.] The post Sky’s the limit!

Management 72

Management Healthcare Enterprise Sales 72

Global Response

OCTOBER 17, 2023

If you work in management at a healthcare organization, you can probably wager a guess at the answer. Decreased budgets, increased demands, growing burnout among healthcare workers across all positions, increasing need for security and data privacy, and growing patient expectations all contribute to the desire and need for outsourced support.

Healthcare 62

Healthcare outsourcing Customer Service Real estate 62

AWS Machine Learning

SEPTEMBER 28, 2023

In either case, as knowledge management becomes more complex, generative AI presents a game-changing opportunity for enterprises to connect people to the information they need to perform and innovate. Conversations are saved in application databases ( Amazon Dynamo DB ) to support multi-round conversations.​

Enterprise 98

Enterprise Real estate Chatbots Construction 98

VirtualPBX

OCTOBER 11, 2023

Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. And this enables great customer service and collaboration among teams.

voip 104

voip Accountability Customer retention Technology 104

Totango

OCTOBER 12, 2022

Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. . These figures indicate that businesses that established customer success teams two years ago have been impressed with the value that they deliver.

Enterprise 113

Enterprise Surveys Sales Customer retention 113

Spearline

MARCH 29, 2022

Global call analytics organization Why choose Spearline alerts? Personally verified by Spearline Spearline’s dedicated 24/7, 365 days of the year support team will personally verify any issues that arise, before the alert is issued. This ensures the chance of receiving a false alert is significantly reduced.

Telecommunications 98

Telecommunications Benchmark Healthcare Banking 98

Nicereply

DECEMBER 28, 2021

Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Global Response

SEPTEMBER 11, 2023

An outsourced call center is an external team that manages call center operations to respond to customer communications and inquiries. Call centers may focus on simply inbound or outbound customer calling (or both), or they may serve as a contact center and manage multiple types of customer communications.

outsourcing 62

outsourcing Call Center Healthcare Service level 62

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Spearline

AUGUST 17, 2022

We are delighted to let you know that you can now test your mobile numbers in the Dominican Republic, Ghana, Guatemala and Côte d’Ivoire across the countries’ major mobile networks – bringing Spearline’s global total coverage to 80 countries. Claro holds around 55% of the market, with Altice at approximately 38%.

Contact Center 98

Contact Center Marketing Management 98

Global Response

NOVEMBER 6, 2023

While outsourcing offers many benefits for the company outsourcing, including more affordable labor, scalable teams, increased service hours, flexibility and more, there’s not always as many clear benefits for the workers providing those services. Sure, it may be more affordable, but is it a good idea?

outsourcing 62

outsourcing Call Center Transportation Metrics 62

Global Response

JULY 23, 2023

How to Fix It: Thankfully, there’s a fairly simple fix to this problem: consider working with onshoring or nearshoring teams rather than outsourcing to distant, offshore teams. That’s what we’re here to explore. In this article: six key reasons to avoid hiring a call center—and what you might do to overcome these challenges.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Comm100

FEBRUARY 15, 2022

The modern global consumer is impatient, specific about their needs, and more than willing to jump ship to go to another brand if you fail to impress them immediately. Your customers in Europe won’t accept the fact that you are based in the US as an excuse for why you can’t support them when they have major technical problems.

Customer Service 52

Customer Service Chatbots Self service Transportation 52

Spearline

OCTOBER 7, 2022

No matter what level a call center service is at, from start-up to complete customer support powerhouse, there is one common imperative that binds them all – complete, cross-platform functionality. Test global numbers. Empower teams to test n umbers manually. Test your IVR.

Call Center 89

Call Center Interactive Voice Response Telecommunications Call flow 89

AWS Machine Learning

FEBRUARY 6, 2024

Reach out to the Accenture Center of Excellence team to dive deeper into the solution and deploy it for your clients. Connect with the AABG team at accentureaws@amazon.com to drive business outcomes by transforming to an intelligent data enterprise on AWS. Richa Gupta is a Technology Architect at Accenture, leading various AI projects.

Government 104

Government APIs industry solution Education 104