24-7 InTouch

SEPTEMBER 8, 2023

By leveraging innovative technology, we optimize agent schedules and productivity through forecasting and real-time management to drive performance. IntouchCX supports brands across the globe by providing exceptional workforce management solutions.

Time management 52

Time management Management Technology 52

24-7 InTouch

JANUARY 9, 2024

By integrating the technology directly into the client’s instance of Salesforce, we also created a frictionless experience for the support agent. The post Case Study: Global Multilingual Support Transforms Customer Experience appeared first on IntouchCX. in 90 days, exceeding target.

Customer Experience 52

Customer Experience Average Handle Time Education Government 52

24-7 InTouch

JULY 28, 2023

IntouchCX delivers leading-edge fraud protection with our proprietary AI-enabled automation technology, ensuring the trust and safety of gig economy brands and their consumers.

Technology 52

Technology 52

24-7 InTouch

APRIL 3, 2023

IntouchCX optimizes workflows and elevates customer experiences (CX) for health technology brands with our leading-edge solutions. Our innovative approach to customer care allows us to deliver positive, tech-enabled experiences for patients, providers, and businesses alike.

Healthcare 52

Healthcare Customer Care Technology Customer Experience 52

Babelforce

SEPTEMBER 15, 2021

When this is the case, make training materials available right away so new hires can familiarize themselves with the role. Case study: Booz Allen. Case study: LUX Resorts. Case Study: Air Mauritius. A good example is the consulting firm Booz Allen. 10 Don’t be afraid to go all-in.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Revation Systems

FEBRUARY 6, 2020

Technology is causing an increase in contact center communications. But as interactions in healthcare contact centers increase, many of those contact centers struggle with old on-premise phone system technology as a roadblock in meeting the growing expectations for communication from today’s tech-savvy consumers.

Abandon rate 62

Abandon rate Contact Center Technology Healthcare 62

Selmo

OCTOBER 19, 2022

Case study on how to automate recruitment and close vacancies ahead of schedule.

Construction 52

Construction Technology 52

Beyond Philosophy

JULY 17, 2017

But many others look to technology. But technology alone is never the answer. Digital technology can enhance the customer experience. Technology can help, but it’s no substitute for truly caring about your customers. If you liked this blog, you might also enjoy these: New Technology Dramatically Helps CX.

Technology 332

Technology Consulting Consulting Customer emotions 332

Amplifai Coaching Category

JANUARY 12, 2021

The two-day event put on by Customer Contact Strategies offered thought provoking case studies, breakout sessions, and a handful of technology-sponsor discussions and presentations.

Technology 52

Technology 52

Inbenta

NOVEMBER 1, 2018

With the latest strides in technology, there’s no acceptable excuse to continue using basic machine learning and keyword-driven algorithms as a substitute for modern, sophisticated natural language processing. The post Case Study: Machine Learning vs. Natural Language Processing appeared first on Inbenta.

Chatbots 101

Chatbots Advertising Customer Support Technology 101

Merchants

JULY 23, 2019

The post Case Study | Raising your retail customer experience through people, insight and technology appeared first on Business Process Outsourcing Services | Merchants. While sales powers the retail industry, competitive advantage is driven through customer loyalty.

Technology 40

Technology Business Process Outsourcing Customer Experience outsourcing 40

Merchants

OCTOBER 15, 2020

Aiming to help its clients to thrive and communities to prosper, RBC is committed to using technology to create an exceptional digital client experience. The post Case Study | Boosting sales and conversions through smart voice listening appeared first on Business Process Outsourcing Services | Merchants CX SA.

Sales 52

Sales Business Process Outsourcing Banking outsourcing 52

Inbenta

NOVEMBER 1, 2018

With the latest strides in technology, there’s no acceptable excuse to continue using basic machine learning and keyword-driven algorithms as a substitute for modern, sophisticated natural language processing. The post Case Study: Machine Learning vs. Natural Language Processing appeared first on Inbenta.

Chatbots 84

Chatbots Advertising Customer Support Marketing 84

Beyond Philosophy

APRIL 26, 2017

If you enjoyed this blog, you might also like: Case Study: Enhance Your CX with This Technology. The post New Technology Dramatically Helps CX appeared first on. Make sure you are creating an excellent, up to date CX for your customers. Outrageous! Hotels Keep on Charging! Follow Colin Shaw on Twitter @ColinShaw_CX.

Technology 283

Technology Consulting Consulting Customer emotions 283

Up Your Service

MAY 16, 2016

NIIT Technologies was widely viewed as a reliable company with excellent talent. NIIT Tech’s customers often “did not know what they did not know” – and now needed their technology partners to advise them on new problem definitions and new technical solutions, and even to propose innovations not yet imagined or understood.

B2B 40

B2B Technology Employee engagement Service level 40

Up Your Service

MAY 16, 2016

NIIT Technologies was widely viewed as a reliable company with excellent talent. NIIT Tech’s customers often “did not know what they did not know” – and now needed their technology partners to advise them on new problem definitions and new technical solutions, and even to propose innovations not yet imagined or understood.

B2B 40

B2B Technology Employee engagement Service level 40

inSided

FEBRUARY 24, 2021

You need buy-in from relevant departments in your organization, you need the right technology, and you need to build a feedback loop that you can actually close. Customer feedback, when managed correctly, is what paves the way for sustainable growth. But the tricky part is creating an effective workflow.

Feedback 52

Feedback SaaS B2B Technology 52

inSided

DECEMBER 6, 2022

Before global learning technology leader Docebo built the Docebo Community in 2021, its customers were “knocking at the door” for more opportunities to connect with other customers, share best practices, ask questions, and provide product feedback.

Best practices 52

Best practices Feedback Technology 52

ComputerTalk

MAY 3, 2023

What happened when a plaintiff took on a big telecom. The first in a two-part series

Interactive Voice Response 40

Interactive Voice Response Technology 40

CSM Magazine

MARCH 26, 2020

is a perfect example of how an on-demand company is adopting technology that focuses on customer convenience. It is moving towards implementing fully digital in-app messaging, reducing the need for SMS support. This will help Wag! serve its customers better by avoiding mobile carrier limitations. Conclusion.

Customer Experience 52

Customer Experience Interactive Voice Response Wait times voip 52

inSided

APRIL 21, 2021

This is when they found themselves in a new customer engagement ecosystem, one that required new technology to deliver an optimal customer experience. A few years back, software company Thinkwise went from consultancy firm to license-based platform vendor.

Engineering 52

Engineering Consulting Consulting Technology 52

Up Your Service

JUNE 14, 2016

Enjoy this full 16-page academic case study of LUX* Resorts by Professor Jochen Wirtz and Ron Kaufman, as published in the leading MBA textbook: Services Marketing: People, Technology, Strategy 8th Edition. Download and discover key lessons in this academic case study now.

Marketing 40

Marketing Technology 40

Up Your Service

JUNE 14, 2016

Enjoy this full 16-page academic case study of LUX* Resorts by Professor Jochen Wirtz and Ron Kaufman, as published in the leading MBA textbook: Services Marketing: People, Technology, Strategy 8th Edition. Download and discover key lessons in this academic case study now.

Marketing 40

Marketing Technology 40

Hodusoft

JANUARY 24, 2024

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important. Let’s dive deeper into technological tools and solutions for enhancing personalization.

Banking 52

Banking Personalization Technology call center software 52

Momentum Telecom

JUNE 11, 2021

If you’re searching for ways to make a remote or hybrid work environment a success, there are four technologies that allow you to stop your search. A hybrid work environment needs high-quality, cloud-based communications and collaboration technology. The key is making remote workers feel like they haven’t left the office behind.

Technology 98

Technology Engineering Enterprise Analytics 98

CCNG

AUGUST 2, 2023

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. People And Process Are Just As Important As Technology If Not More!

Contact Center 195

Contact Center CCNG Best practices Technology 195

Global Response

MARCH 27, 2024

Advanced technologies like automatic call distribution (ACD) systems and interactive voice response (IVR) systems also contribute data. Strategy #2: Utilize analytical tools and technology. When choosing technology, look for tools and platforms that can handle large datasets and provide the analytical capabilities you need.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Natalie Petouhof

MAY 11, 2016

The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. If you are doing something really interesting, make sure to send in your case study! To learn more, apply here: https://www.constellationr.com/events/supernova/2016. About the SuperNova Awards.

Big data 40

Big data CRM Analytics Enterprise 40

Concentrix

DECEMBER 19, 2023

Dive into the evolution of retail with our case study on the future of shopping and find out how our cutting-edge generative AI chatbot transforms the customer journey.

Chatbots 62

Chatbots Engineering Technology 62

Global Response

FEBRUARY 26, 2024

Leveraging technology to improve customer service One of the easiest ways to improve customer service skills in call centers today is to leverage technology effectively. Technology enables businesses to offer omnichannel support , including email, chat, social media, mobile apps, and traditional phone support.

Call Center 62

Call Center Customer Service outsourcing CRM 62

CCNG

AUGUST 9, 2023

While the possibilities are still being explored, there is so much opportunity presently for contact centers to take advantage of this technology. Take that transcription and have generative AI create a case study, or story from that conversation. The agent went above and beyond on the call and the customer left happy.

Contact Center 195

Contact Center Chatbots Education Technology 195

TechSee

JUNE 11, 2019

Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance. The technology is unique because it delivers KPI improvements without cannibalizing others. Customer Service KPIs – The Results. Truck rolls reduced by 19%.

Technology 117

Technology Customer Service Contact Center Self service 117

ShepHyken

JANUARY 7, 2024

The author shares six mini-case studies from brands you’ll recognize, such as Starbucks, NASCAR, and more. However, per our sneak peek at Metrigy’s upcoming research study, AI for Business Success 2024-25, 2024 will be a banner year for AI in terms of company acceptance of the technology. I agree with the title.

Customer Service 165

Customer Service Contact Center Customer centricity Banking 165

Fonolo

FEBRUARY 21, 2019

When it comes to service levels, leveraging the right technology can go a long way in improving declining service levels and, as a result, improve other important call center metrics such as CSAT. How to Efficiently Manage Service Levels with the Right Technology. The Benefit of Call-back Technology. Successful Case Studies.

Service level 70

Service level Technology Management Contact Center 70