Zappix

APRIL 17, 2024

BURLINGTON, MASSACHUSETTS, UNITED STATES, April 17, 2024 / EINPresswire.com / — Zappix and GTS have launched their advanced Customer Engagement Solutions and Call Center Operational Enhancements for North American enterprises and government clients, marking a significant step forward in customer service and operational efficiency.

Government 52

Government Enterprise Call Center Interactive Voice Response 52

Cisco - Contact Center

MAY 9, 2023

Since 2020, there has been a dizzying number of cybersecurity directives and orders from governments around the world. Fortunately, at Cisco, we work closely with our local and federal governments… Read more on Cisco Blogs

Government 98

Government 98

Cisco - Contact Center

SEPTEMBER 19, 2023

I am proud to announce that Cisco Umbrella for Government has achieved agency ATO (authorization to operate) status under FedRAMP and is at the FedRAMP PMO. This is a key milestone in the process… Read more on Cisco Blogs

Government 98

Government 98

Cisco - Contact Center

AUGUST 15, 2023

I have realized this is truly the case being part of Cisco’s go to market team for Umbrella for Government. If you missed the news, Umbrella for Government is now FedRAMP in Pr… Read more on Cisco Blogs “It takes a village.”

Government 98

Government Marketing 98

DMG Consulting

OCTOBER 13, 2023

AI: The Future Brain of Contact Centers View this article on the publisher’s website. No person or government is going to stop the AI revolution, and regulating it is going to be very difficult. AI is going to make very significant contributions to many areas of business, including contact centers.

Contact Center 77

Contact Center Government Transportation Engineering 77

Cisco - Contact Center

FEBRUARY 21, 2024

Tech companies and governments will join forces to develop advanced AI detection systems, ensuring a safer online environment. Human ingenuity boosted by AI capabilities offers new pathways to… Read more on Cisco Blogs

Government 94

Government 94

Contact Center Pipeline

FEBRUARY 23, 2022

As any American (or newcomer or visitor to the United States) can attest, contacting the U.S. government can be a daunting, almost intimidating, and too often a frustrating experience.

Government 130

Government Technology Customer Experience 130

CCNG

JULY 12, 2020

We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. Contact centers during a crisis: An action plan from experts. Now, because of government mandates, thinking differently is the only way to survive.

Contact Center 221

Contact Center CCNG Best practices Government 221

Cisco - Contact Center

DECEMBER 13, 2023

As we wrap up 2023, it is a great time to reflect on the current state of technology in state and local governments and look ahead to the priorities for the coming year. As we enter 2024, we are… Read more on Cisco Blogs

Government 87

Government Technology Transportation 87

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. Learn more about the Stevie Awards at www.StevieAwards.com.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

LiveVox

NOVEMBER 18, 2021

The post CX Governance in the Contact Center: A Consistent Experience appeared first on Livevox.

Government 59

Government Contact Center 59

Cisco - Contact Center

MAY 22, 2023

Technology continues to rapidly evolve, pushing state and local governments to innovate just as quickly to keep up with their resident’s evolving needs. As state and local governments take a more a… Read more on Cisco Blogs

Government 76

Government Technology Wireless 76

NobelBiz

AUGUST 7, 2023

In the realm of Contact Center as a Service (CCaaS) solutions, the choice between multi-tenant and single-tenant contact centers carries profound implications for businesses. In theory, all CCaaS solutions are designed to run and operate contact center businesses and departments effectively and productively.

Contact Center 98

Contact Center Government Healthcare Analytics 98

Call Center Weekly

OCTOBER 9, 2017

How then does a well trained contact center impact customer experience? Higher First Contact Resolution When your staff is well trained, they can provide resolution (when possible) on the first interaction. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.

Contact Center 273

Contact Center Morale Government Education 273

The Northridge Group

AUGUST 23, 2022

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. Download Northridge’s 2021 State of the Customer Service Experience Report for additional CX insights.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

Call Center Weekly

JULY 6, 2018

This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients. How does a contact center without a formal multilingual support system handle non-English calls? For those of us in the contact center, failing the customer is not an option.

Contact Center 212

Contact Center Technical Support Government Consulting 212

Calltools

APRIL 3, 2024

Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care. They can also help your contact center process more calls.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Taylor Reach Group

OCTOBER 29, 2021

The ongoing pandemic continues to impact on individuals, business and government. Many people have begun to work from home and many businesses and government agencies have been working to determine how they can best meet the needs of their customers and citizens through their now remote contact centers.

Government 52

Government Contact Center Management Consulting 52

Contact Center Pipeline

AUGUST 8, 2019

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring a new voice focused on those that we govern, and have been working explicitly to frame the reality of their existence to readers (generally managers and leaders) so that all could […].

Morale 124

Morale Contact Center Government Management 124

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. The State of the Contact Center in 2020. Happier customers.

Contact Center 162

Contact Center Abandon rate Government Enterprise 162

Fonolo

DECEMBER 2, 2020

Often these articles take the view that companies are letting down their customers, or governments are letting down their citizens. To grade a contact center on handling a crisis, you really have to judge it in context. The State of the Contact Center 2020. Contact Center Trends 2021. We have no idea.

Contact Center 122

Contact Center Government Call Center Management 122

Contact Center Pipeline

MAY 1, 2020

Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. However, a snap poll conducted during a recent Gartner cohort of over 50 service and support leaders showed that only 15% have been able to move 100% of their staff to working from home. That […].

Contact Center 241

Contact Center Government Customer Service Call Center 241

Contact Center Pipeline

NOVEMBER 23, 2016

While digital native consumers prefer a human element in service interactions, as citizens, they want more self-service and digital options when engaging with government agencies.

Government 100

Government Self service Contact Center Call Center 100

Nuance

MARCH 7, 2022

Today, the governments of every nation share at least one common challenge. The post Intelligent government: Delivering superior citizen experiences with AI appeared first on What’s next. As the world’s leading consumer brands fight for control of an increasingly global [.] This is a summary.

Government 77

Government Enterprise Contact Center 77

DMG Consulting

DECEMBER 1, 2020

2020 Contact Center Retrospective. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Surprisingly, contact centers were some of the most successful in getting their employees home and back in operation. Bottom Line.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

NobelBiz

MARCH 30, 2022

And it may seem at first that this is maybe an adjacent topic in the Contact Center Industry but it’s not. It’s crucial for Contact Centers to be on the front line of this battle, doing everything they can to cross a very well-defined line between illegal robocalls and legitimate outbound call centers. Why is that?

Government 52

Government Contact Center Call Center Surveys 52

Taylor Reach Group

FEBRUARY 5, 2019

Define: Understanding the problem through the outputs of the human-centered design research. Measure: Measure data pulled from the contact centers. Control: Control future process performance (governance through new policies and procedures). The one common denominator for all this to be successful is data.

Government 101

Government Management Customer Experience Scripts 101

Cisco - Contact Center

NOVEMBER 20, 2023

Hybrid work is a flexible work model that combines in-office, remote, and on-the-go working. It provides the flexibility to be impactful wherever work is accomplished. However, while the term may be… Read more on Cisco Blogs

Government 88

Government 88

ShepHyken

JUNE 30, 2017

Thus, by combining contact center technology with intelligent apps, businesses can reap out hidden benefits that will not only improve their service levels but at the same time will also reduce the operational cost. The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken.

Government 220

Government Technology Benchmark call center software 220

Edify

DECEMBER 28, 2021

Last week, I recapped our experience at Customer Contact Week in Las Vegas where I had the chance to talk with contact center and CX leaders whose respective companies span industries, size, and geographies, from major airlines in the U.S. to local governments in Canada.

Contact Center 77

Contact Center Airlines Government Technology 77

Taylor Reach Group

JUNE 9, 2020

These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. Those who chose to make the contact center their temporary dwelling did so without the ability to take showers.

Virtual Agent 129

Virtual Agent Contact Center outsourcing Government 129

Comm100

MARCH 16, 2022

In US government, this score languishes at 4.5. With checks and balances built into government systems, as well as necessary regulations, citizens are often forced to interact with many departments and people to accomplish what seems a simple and straightforward task. Table of Contents: Chapter 1: Governments are taking CX seriously.

Government 77

Government Best practices Customer Service Chatbots 77

Ansafone

DECEMBER 3, 2019

Ansafone Responds to Large Volume Energy Rebate Program The post Federal Government appeared first on Ansafone Contact Centers.

Government 48

Government Contact Center 48

Cisco - Contact Center

AUGUST 16, 2023

Hybrid work is a flexible work model that combines in-office, remote, and on-the-go working. It provides the flexibility to be impactful wherever work is accomplished. However, while the term may be… Read more on Cisco Blogs

Government 91

Government 91

Taylor Reach Group

APRIL 1, 2020

If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. Here are five ways contact centers can support their onsite workers amid the coronavirus outbreak: 1. by JD Fairweather.

Contact Center 137

Contact Center Average Handle Time Consulting Consulting 137

Call Center Weekly

APRIL 12, 2018

Most often though, it is the contact center that interacts with those customers who wish to leave. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries.

Customer retention 136

Customer retention Contact Center Brand ambassadors Government 136