ViiBE Blog

JULY 30, 2021

What is a contact center? Call Center , Customer experience , Remote operations. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Considered a relatively new solution, contact center is an omnichannel customer support platform. What is an inbound contact center?

Contact Center 52

Contact Center Automotive Transportation Analytics 52

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. As a result, the tools, technology, and procedures that contact centers will need to adapt to hybrid work patterns that must be carefully evaluated.

Contact Center 52

Contact Center Transportation Technology Management 52

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. As a result, the tools, technology, and procedures that contact centers will need to adapt to hybrid work patterns that must be carefully evaluated.

Contact Center 52

Contact Center Transportation Technology Management 52

Quiq

JUNE 15, 2022

Whether you’re in hotel and lodging, travel and transportation, food and beverage, or recreation, hospitality is all about creating a unique and personal experience for your guests. Have you considered how technology like SMS hospitality messaging can actually make guest experiences more personalized? High tech and high touch.

Personalization 52

Personalization Transportation Brand ambassadors Feedback 52

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Monet Software

FEBRUARY 19, 2019

We often say that contact centers are on the front line of customer service. They are also on the front line of protecting each customer’s personal and financial information. One article we found reports that incidents of fraud at contact centers rose more than 100% in 2017 over the previous year.

Contact Center 63

Contact Center Transportation Education Technology 63

Avaya

MAY 4, 2016

These agencies are quickly realizing that the key to delivering a better and more personalized experience is technology. One of the leading organizations in the area of customer care, winning multiple awards for its contact centre operations including a Hamdan bin Mohammed Smart Government Award, is the Roads & Transport Authority (RTA).

Transportation 44

Transportation Interactive Voice Response Government Customer Care 44

NobelBiz

FEBRUARY 23, 2023

For a few years now, businesses including contact centers have relied heavily on Cloud technologies. Typical Functions of VoIP VoIP is a digital telephone service that transports and delivers conversations over the Internet. What Are The Advantages of UCaaS Solution for Contact Centers?

Contact Center 52

Contact Center voip APIs Interactive Voice Response 52

Outsource Consultants

JUNE 15, 2022

Contact center agents are on the front lines of this growing problem, answering customer inquiries and giving shipping updates. The Impact on Contact Centers. The Impact on Contact Centers. Lack of Transportation. The Impact on Contact Centers. The Situation.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

Outsource Consultants

OCTOBER 23, 2018

Nearshore Contact Center Outsourcing Spotlight: Peru, Argentina, Paraguay, and Uruguay. We’ve helped many clients find Philippine call centers over the years, but recently we’ve seen a significant shift with leading organizations seeking nearshore Central and Latin American contact center outsourcing locations.

outsourcing 59

outsourcing Contact Center Automotive Real estate 59

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. 2 out of 3 agents want to change their onboarding to make it more personalized, thorough, and engaging.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Aria Solutions

JUNE 24, 2019

In previous years, the contact center was seen as an operational necessity, an important but non-strategic wing of an organization. Contact centers, and the technologies enabling them, now feature prominently in strategic decision making. Silos are one of the great challenges facing contact centers today.

Contact Center 48

Contact Center Transportation Multichannel Cloud contact 48

NobelBiz

JUNE 7, 2021

For a few years now, businesses including contact centers have relied heavily on Cloud technologies. Typical Functions of VoIP VoIP is a digital telephone service that transports and delivers conversations over the Internet. The platform is housed in the data center of the UCaaS provider, which also conducts software upgrades.

Contact Center 52

Contact Center voip APIs Interactive Voice Response 52

Eckoh

OCTOBER 9, 2019

Cyber Security Month aims to teach 'cyber hygiene' tips to consumers— but companies need to scrub up too, because contact centers can have dark corners where fraud festers. During Cyber Security Month, Eckoh’s big question for companies is: How clean is your contact center? It's simple, sensible stuff.

Contact Center 40

Contact Center Transportation Education Personalization 40

Eckoh

DECEMBER 10, 2018

Does it feel like it's Christmas in your contact center every day? But spare a thought for contact center staff who spend their lives dealing with the daily boos and hisses of customers, while enduring slapstick, comedy and farce. Once upon a time, her contact center was the fairest of them all.

Contact Center 40

Contact Center Interactive Voice Response Transportation Morale 40

TechSee

FEBRUARY 21, 2022

Algorithms can analyze patterns of behavior to deliver customized messaging, personalize product offers, or even detect fraud. For example, the fitness industry is using customized apps that have been trained on millions of data points in order to personalize every fitness-related goal based on each individual’s personal and health profile.

Automotive 109

Automotive Transportation Telecommunications Self service 109

Vistio

APRIL 2, 2022

She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. And that was actually in my first contact center assignment, it was with an outsourcer. Yeah, sure. My career began in HR actually.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Calabrio

OCTOBER 19, 2022

We chose the theme of “Power Up” to represent being back in person with our customers and partners after two years of virtual events. We are so grateful to every person who planned and attended the event because it was the collective ideas and effort that made C3 worthwhile.

Contact Center 59

Contact Center Analytics Coaching Transportation 59

COPC

OCTOBER 16, 2023

In contrast, younger generations tend to prefer flexibility, valuing remote work options and a balance between work and personal life. This data is based on a contact center frontline professionals survey, so those in the corporate office should consider that those in the customer experience organizations value flexibility very much.

Transportation 94

Transportation Surveys Technology Contact Center 94

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. Using biometrics, agents can recognize customers, and greet them in a personal manner. Predictive personalization. Customer Identification. Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122

Fonolo

APRIL 17, 2019

Air Canada even won the Air Transport World ’s Eco-Airline of the Year in 2018 and, the year before that, was listed as one of Canada’s top 100 employers by Mediacorp Canada Inc. But despite all this appetite for automation, IATA finds that most people still want to talk to a real person when things go wrong.

Airlines 78

Airlines Transportation Contact Center Self service 78

Transparent BPO

APRIL 3, 2020

Over the past two weeks, Transparent BPO has undertaken a serious initiative — to deploy 850 brick and mortar contact center agents to a work-from-home (WFH) environment. That announcement set in motion a new era in our personal and business lives that most never expected or considered. Contact Center Closures.

Contact Center 120

Contact Center outsourcing Transportation Government 120

ViiBE Blog

MAY 20, 2021

Many such solutions have so far been welcomed on the market, all with functions enabling support teams to provide customers with quick issue identification and tailored personal assistance, while increasing customer service teams’ performances. billion active monthly users by 2022. 5 main considerations when selecting a solution.

Transportation 52

Transportation First call resolution Average Handle Time Technical Support 52

CSM Magazine

FEBRUARY 11, 2020

Questions focused on consumer preferences and expectations across three industries: e-commerce, on-demand transportation and on-demand food delivery. This report focuses on the channels customers are embracing and the tools they are gravitating towards, whether it is out of necessity, convenience, or personal preference. About UJET.

Customer Support 64

Customer Support Transportation Surveys Analytics 64

DMG Consulting

MAY 21, 2020

Technologies we’ve talked about for generations, such as self-driving cars, will alter the way people get around, making the argument for or against new transportation business models from companies such as Uber and Lyft merely a stepping-stone to a vastly transformed future.

Transportation 48

Transportation Contact Center Enterprise Self service 48

ViiBE Blog

AUGUST 25, 2021

Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Think about the last time you used a service or bought a product yourself – the experience always feels more engaging and personal when the provider appreciates the time you spent using their service and listens to how you felt about it, doesn’t it?

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

CSM Magazine

MARCH 30, 2022

And 60 per cent would now prefer not to call a live customer service person at all if they can solve their issues themselves using online resources. 93 per cent said it was important¹ that they are able to contact their supplier in whatever way they prefer – such as by phone, email, social media, text or messaging apps.

Self service 59

Self service Real estate Customer Service Wireless 59

NobelBiz

JUNE 26, 2023

Key Components of Call Center Infrastructure Even among the industry professionals themselves, few are those that truly understand the complexity of building a competitive call center infrastructure. Of course, not even the most advanced technology cannot run a contact center by itself (yet?).

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

NobelBiz

DECEMBER 15, 2020

We will look in-depth at this issue and what strategies can be adopted by contact centers. And here’s what you should know about mental health and stress among call center employees. And that’s where the first problem lies, it’s seen as a personality trait, not a symptom. hours of commuting time.

Call Center 52

Call Center Contact Center Transportation Coaching 52

DMG Consulting

JANUARY 3, 2020

Technologies that have been talked about for generations, such as self-driving cars, will alter the way people get around, making the argument for or against new transportation business models from companies such as Uber and Lyft merely a stepping stone to a vastly transformed future. . Learn more at www.dmgconsult.com.

Transportation 48

Transportation Enterprise Contact Center Consulting 48

Eptica

SEPTEMBER 21, 2016

From publishing to retail to transportation, new entrants have shaken up mature markets, and unseated existing leaders through innovative business models. Use self-service to enable consumers to find answers to routine questions on your website and implement chat to provide fast, personal service online. Share this page on: Tweet.

Multichannel 60

Multichannel Transportation Benchmark Self service 60

ViiBE Blog

AUGUST 17, 2021

Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. CEM provides an opportunity for the customer service team to develop more personalized customer-agent relationships tailored to their usual behaviors, unique preferences and particular needs. ViiBE Blog. What is the purpose of customer experience management?

Customer Experience 52

Customer Experience Management Automotive Brand ambassadors 52

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

Fonolo

JUNE 26, 2019

With the Transportation Security Administration calling 2019 the “ busiest summer travel season ever ,” these three customer-focused apps are not only worth downloading, but can provide valuable insights into what customers expect from businesses. How to Prepare Your Call Center for a Crisis: Black Friday and Cyber Monday.

Customer Service 104

Customer Service Airlines Transportation Call Center 104

Nicereply

DECEMBER 5, 2019

As per research by Salesforce , almost 75% of the consumers want a consistent experience wherever they are engaging, be it in-person, social networks, phone, or online. The above image also shows how a customer can be transported to a virtual world of beautiful scenery. It helps in differentiating the brand from one another.

Customer Experience 90

Customer Experience Transportation Customer centricity Analytics 90

Stratifyd

SEPTEMBER 4, 2019

AI has shaken up every industry from transportation to retail, redefining the lengths companies must go in order to maintain competitive. AI Assistants and Personalized CX. Estimated reading time: 5 minutes. According to Gartner , 25% of customer service operations will use virtual customer assistants, like chatbots, by 2020.

Banking 40

Banking Chatbots Transportation Healthcare 40

Up Your Service

MAY 3, 2017

Companies ahead of the curve recognize the critical role that customer service plays in winning people over, and the best travel and hospitality brands are stepping up their game with white-glove service and concierge contact centers to transform travelers from simply being loyal, to being proactive brand advocates.

Airlines 74

Airlines Scripts Call Center Transportation 74