Acquire BPO

SEPTEMBER 10, 2020

We won the Silver Stevie Award for the Company of the Year – Large category and the Bronze Stevie Award for Most Valuable Corporate Response in the COVID-19 Response category. The awards will be presented to winners during a virtual ceremony on Tuesday, December 1. To learn more about the Stevie® Awards, click here.

Management 98

Management 98

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Creative Virtual

DECEMBER 8, 2022

Two of the things we are proudest of at Creative Virtual are our experienced, dedicated team and the unique expertise we provide to our customers and partners. AIxOutlook conducted an independent assessment of the major conversational AI vendors in the market and found Creative Virtual to be the Innovation Excellence Leader!

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

SmartAction

NOVEMBER 7, 2018

In the contact center, it isn’t often that a new category of technology emerges. Moreover, they have recognized the need to name leaders in this emerging category. The emergence as a category indicates these new solutions are here to stay and are as integral to service delivery as the PBX or workforce management software.

Self service 78

Self service Virtual Agent Contact Center Customer Support 78

Liveops

JUNE 18, 2020

Working from Home Vs. Virtual Work: Which Is the Better Option for You and Your Business? Customers are still customers. These individuals and organizations are not simply working from home, but operating under a new, more dynamic and flexible model: virtual work. What Virtual Work Means. Work is still work.

Enterprise 103

Enterprise Technology Management Personalization 103

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Think of it as a telephonic IVRS analog for customer support.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

Anexa BPO

SEPTEMBER 18, 2020

Winners to Be Celebrated During Virtual Ceremony on 1 December. Anexa BPO was named the winner of a Bronze Stevie® Award in the Most Exemplary Employer and Most Valuable Corporate Response COVID-19 response categories in The 17th Annual International Business Awards® today.

contact center workforce 52

contact center workforce Government Contact Center Management 52

TechSee

APRIL 2, 2019

And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do. What is Computer Vision AI? Object Recognition.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

ChurnZero

DECEMBER 28, 2021

Retention Deficit: How to Keep Customers by Talking About More Than Your Product. As a Customer Success professional, you talk to customers about your products and services all day, every day. When Customers Give Notice: Handling the Cancellation Conversation. Customer Success Capacity Planning and Budget Guide.

Finance 52

Finance SaaS Accountability Metrics 52

Cincom

AUGUST 27, 2020

Successful product rollouts are largely a matter of execution. Today, product success is frequently determined by who gets to market first. If you search “product launch” or “product rollout,” you will find many articles that list specific things you must do or have in order to ensure a successful launch.

Marketing 98

Marketing CRM Sales Scripts 98

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs.

Best practices 123

Best practices Government Engineering Accountability 123

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Creative Virtual

APRIL 16, 2020

Delivering excellent customer service is more important than ever, as it can be a real ‘make it or break it’ experience for customers looking for quick answers in these uncertain times. However, this workflow can be easily altered at any time, and we can step in to manage and take care of the content completely if this is required.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

CSM Magazine

JANUARY 5, 2022

David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

Call Center Weekly

NOVEMBER 26, 2018

True, having spent over 30 years leading centralized customer contact and back office functions, from Business Process Outsourcers to captive operations, from on shore to near shore to off shore to virtual workforce, from pre-IPO to giant global public firms, does inform my perspective. the Philippines). Yes, I just quoted LeBron.)

Contact Center 169

Contact Center Coaching Business Process Outsourcing Transportation 169

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Aspect

DECEMBER 24, 2018

. As we close out another successful year, we wanted to reflect on some of our achievements and our customers’ achievements throughout 2018 – a year that saw exciting new updates and implementations. It also saw Lidl UK win the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. ® earlier this year.

Chatbots 59

Chatbots Finance APIs Self service 59

Totango

JUNE 17, 2021

What is customer segmentation ? We’ll discuss the subtle shade of difference between customer segmentation and audience segmentation, two terms with some overlap that are often used interchangeably. We’ll look at the different ways you can segment your customers and when to apply each. Customer support history.

B2B 71

B2B Accountability Journey mapping Sales 71

CSM Practice

JULY 6, 2020

But recently, their customers have struggled with reduced budgets and an unpredictable economy. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Little wonder successful companies are now focusing on hardening their customer base.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

But recently, their customers have struggled with reduced budgets and an unpredictable economy. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Little wonder successful companies are now focusing on hardening their customer base.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

DECEMBER 29, 2020

Caught in the throes of our fickle feelings – with a laugh giving way to a cry giving way to a half-laugh-half-cry hybrid – this weepy track played on a karmic loop as did the use of “unprecedented” when describing virtually anything. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. Some of us slowed down.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Callminer

FEBRUARY 21, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. Tele_Direct.

call center software 210

call center software Call Center Contact Center Analytics 210

Eptica

JULY 22, 2020

Date: Wednesday, July 22, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 2: Analyse your business. Author: Anne-Merete Jensen - Senior Business Consultant As we move out of nationwide lockdowns, businesses must be ready and able to meet changing customer needs.

Customer Service 71

Customer Service Self service Multichannel Best practices 71

NobelBiz

FEBRUARY 22, 2023

For the contact center industry, customer relationships management has also dramatically shifted. After all, the customer relationship is the point of contact between a brand and its consumers. Customer loyalty can be increased by providing excellent customer service.

Contact Center 52

Contact Center Scripts Customer Care contact center solutions 52

NobelBiz

FEBRUARY 22, 2023

For the contact center industry, customer relationships management has also dramatically shifted. After all, the customer relationship is the point of contact between a brand and its consumers. Customer loyalty can be increased by providing excellent customer service.

Contact Center 52

Contact Center Scripts Customer Care contact center solutions 52

AWS Machine Learning

MARCH 2, 2023

Many customers, however, own multiple S3 buckets, some of which are accessible by VPC endpoints for Amazon S3. Overview of solution There are three main improvements to the Amazon Kendra S3 connector : VPC support – The connector now supports using your Amazon Virtual Private Cloud (Amazon VPC) networks. Basic knowledge of AWS.

Enterprise 87

Enterprise Engineering Accountability Best practices 87

Integrity Solutions

AUGUST 24, 2022

And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI? Most B2B buyers now want to be sold virtually ; yet most companies aren’t properly equipping their sales teams to meet these demands. Is our training focused on the key sales success drivers?

Sales 88

Sales Coaching Calibration B2B 88

Hodusoft

MAY 11, 2022

You need to recruit an in-house IT team for the management and maintenance. A cloud IP PBX is the latest business communication solution that falls under the category of Software-as-a-Service (Saas). The entire PBX system is managed and maintained by a third-party vendor. Pros: Flexible scalability ensures cost-effectiveness.

voip 98

voip Analytics industry standards Government 98

JivoChat

JUNE 29, 2023

In the competitive world of E-commerce, going the extra mile and leaving a lasting impression on customers is paramount. From the minute a customer lands on your website to the post-purchase follow-up, every interaction must be thoughtfully designed to create an emotional connection and foster loyalty. Who are they?

Analytics 88

Analytics Chatbots Feedback Surveys 88

CSM Magazine

FEBRUARY 24, 2021

MetTel employees have been recognized for demonstrating superior billing-related customer service and going above and beyond for clients during the pandemic. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service.

Customer Service 52

Customer Service Government Wireless Enterprise 52

aircall

JANUARY 25, 2023

Its features include AI, voice, analytics, and workforce management. But the features come at a price and put Genesys into a higher price category compared to its competitors , starting at a monthly rate of $75 for the entry-level package. Analytics When it comes to the success of a cloud-based phone system , success is in the details.

Interactive Voice Response 62

Interactive Voice Response call center solutions Analytics APIs 62

Back Office Centers

NOVEMBER 17, 2023

Even when you can handle the data yourself, hiring a virtual assistant to do Data mining outsourcing is preferable. It enables businesses to offer superior customer support. Businesses may better understand customer behaviors on social media by using data mining. It then enables them to create customer-luring tactics.

outsourcing 40

outsourcing Government Healthcare Entertainment 40

Fonolo

MAY 22, 2019

In addition to today’s batch of four reports, please check out our new re-issued report on managing call spikes in the contact center. The authors write in their intro that the goal is to evaluate “maturity” and “appropriateness to deploy, manage and maintain” cloud-based contact centers. customer experience.”.

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

SmartAction

APRIL 15, 2019

Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents. Automate More with Virtual Agents.

Self service 57

Self service Virtual Agent Interactive Voice Response Best practices 57

bold360 Blog

FEBRUARY 25, 2019

Fortunately, my guest Qing Cao , in addition to being a certified Lean Six Sigma black belt, is the leader of the customer-facing, emerging technology product development team at UPS. Chatbots or virtual assistants fall into two categories and your use-case should play a role in deciding between them. Using a prebuilt service.

Chatbots 45

Chatbots APIs Technology Management 45

SharpenCX

OCTOBER 21, 2020

And while these companies are ultra-successful, it’s rare to find one that’s scaled a coveted culture, too. The company knows that happy employees make happy customers, so they invest in their team. And because they do, their team is delighted to invest in their customers. Their suite of services puts customer needs first.

Advertising 67

Advertising Sales Management Customer Service 67