Momentum Telecom

MARCH 2, 2023

Comprehensive Cloud Collaboration Tools Are a Must 17% of remote teams say they still have trouble collaborating with coworkers , despite the growing availability of solutions that support mobility, such as unified communications as a service (UCaaS) platforms.

Management 52

Management contact center solutions Cloud contact Contact Center 52

Maru Group

DECEMBER 1, 2022

We asked participants what feelings they would say a brand should deliver to be truly supportive of customers during this time of hardship. This aspiration for the relationship provides guardrails for the tone of voice and actions if the brand wants to connect with the individual and deliver against their ideal.

Banking 74

Banking Surveys Accountability Marketing 74

Creative Virtual

APRIL 21, 2022

42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences. By Mandy Reed, Global Head of Marketing.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Spearline

FEBRUARY 3, 2022

Jitter can be a major problem for VoIP, Spearline helps provide the solution. All of this can easily frustrate a customer, impacting the quality of the interaction. This can then adversely affect business growth in terms of the cost of the calls, customer satisfaction, and staff churn. What is VoIP?

voip 98

voip Wireless Telecommunications Technology 98

NobelBiz

DECEMBER 11, 2023

Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Initiation: A call flow activates when a customer calls your designated number.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105

Spearline

MARCH 15, 2022

A cousin to latency, jitter refers to packet delay variation carrying voice or video data over a communications channel. According to Cisco, 30ms is the acceptable amount of jitter time for a customer. The real-time nature of voice means that this is not helpful. This queuing causes large latency and bursts of jitter.

Wireless 97

Wireless Telecommunications Technology 97

Spearline

MARCH 9, 2021

Since the global adoption of VoIP and video as primary communication solutions, Unified Communications (UC) has never had a more valuable asset. VoIP technology transforms voice fragments into data packets that are digitally transferred over the internet. Data packets contain the: Source and destination IP addresses and ports.

voip 87

voip Wireless Telecommunications Technology 87

CSM Magazine

FEBRUARY 24, 2022

PCI Pal , the global cloud provider of secure payment solutions for business communications, has announced the details of its second annual Payments conference focused on the future of security and customer experience. A whitepaper detailing the key insights from the first annual conference can be found here.

Government 52

Government Consulting Consulting SaaS 52

CSM Magazine

JANUARY 26, 2022

PCI Pal , the global cloud provider of secure payment solutions for business communications, has today announced the details of its second annual Payments conference focused on the future of security and customer experience. A whitepaper detailing the key insights from the first annual conference can be found here.

Government 52

Government SaaS Engineering Best practices 52

Spearline

AUGUST 5, 2020

To most organizations, Voice Over Internet Protocol or VoIP mobile services are a perfect option. Instead of depending on traditional copper lines and a Publicly Switched Telephone Network to make calls, VoIP transfers the voice over the internet as input. This approach allows for more versatility than ever. Understanding Jitter.

voip 93

voip Wireless Technology Customer Experience 93

Mindtouch

MARCH 13, 2019

The starting points for these customer self-service journeys are as infinite as the amount of available information. In addition, a search is device-agnostic, meaning users can search Google on a smartphone, laptop, tablet, or even using a voice assistant. Being lead to “dead ends” that don’t answer a question or provide a solution.

Self service 67

Self service Chatbots Engineering Contact Center 67

Fonolo

APRIL 2, 2019

One of our goals with the Fonolo blog is to expose our readers to a broad range of voices on a broad range of topics. Chris McGugan, Senior Vice President of Solutions & Technology, Avaya. Vasili Triant, Vice President and General Manager, Cisco Customer Journey Business Unit, Cisco. Rowan Trollope, CEO, Five9.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

NICE inContact

OCTOBER 25, 2019

Cloud contact centers have become a necessary step for companies to adopt a systematic approach that enhances performance, channels support and engagement, reporting and analytics to successfully support a customer base where customer preferences keep changing.”. In a recent market report , a key finding states.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. Voice is still the channel ranked first in terms of investment focus for 2018.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. The Voice Channel Strikes Back. Historic Call Center & Customer Experience Trends.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Monet Software

MARCH 19, 2020

Some technology solutions can enable an entire workforce to share perceptions and feedback via their preferred communications channels. Employee engagement demands a customized approach, measured to fit and cut to suit. Applying the right solutions begins with asking the right questions. Do employees need a stronger voice?

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

Fonolo

AUGUST 29, 2017

A mobile application is essential for a multitude of reasons, namely to support customer service and enhance the experience. Here are 4 ways your mobile app helps to prevent customer service disasters: 1. Keeps Customers Connected Throughout Space and Time. Therefore, it’s important to provide an easy way to escalate to voice.

Customer Service 91

Customer Service Customer effort Benchmark Contact Center 91

Creative Virtual

DECEMBER 10, 2020

As an organisation that has been in the industry since the infancy of virtual agents and chatbots, we really understand the past, present and future of these solutions and bring a wealth of experience and expertise alongside our technology. It is that experience and expertise of the Creative Virtual team that took centre stage this year.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Spearline

MAY 11, 2020

A cousin to latency, Jitter is referred to as packet delay variation carrying voice or video data over a communications channel. According to Cisco, the acceptable amount of Jitter time for a customer should be limited to 30ms. The real-time nature of voice means that this is not helpful. How to reduce Jitter.

Wireless 69

Wireless Telecommunications Technology 69

Fonolo

APRIL 5, 2018

This principle also applies to the relationship between a customer and a customer service or sales representative. Behind every customer call is a real person, looking for guidance or a solution to a problem. Customers Want to Truly be Heard and Understood. Customers shouldn’t be rushed.

Customer Service 90

Customer Service Call Center Benchmark Scripts 90

Monet Software

SEPTEMBER 24, 2019

You’re looking to improve the customer service being offered by your contact center and you are wondering where to focus your attention first. We’ve all been the customer on the other end of the phone line. This is when it becomes important for you to make data-driven matches between customers and agents.

First call resolution 48

First call resolution Contact Center Average Handle Time Metrics 48

SmartAction

JUNE 9, 2023

Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

Fonolo

AUGUST 31, 2017

There are many different ways of learning how to grow your business or providing better service to your customers. What’s funny is that with all the resources we have at hand, our customers can actually be the most insightful. By examining conversations with your customers you may be able to uncover new ways of succeeding.

Contact Center 89

Contact Center Benchmark Engineering Self service 89

Fonolo

MARCH 6, 2018

Chirico’s answers: “…the Spoken acquisition … brings full cloud multi-tenant capabilities … offers our high enterprise contact center customers a real path now to the cloud…” and “We are now building out Spoken, which was really purpose built for Avaya and it is native cloud…”. What’s Inside: The Role of the Voice Channel.

Call Center 80

Call Center Average Handle Time Enterprise call center solutions 80

Fonolo

MAY 17, 2017

In this blog, we’ll take a look through some essential infrastructure for the modern contact center, before taking a look at some emerging solutions that could greatly benefit your contact center. And it’s been well proven that if they have a choice, most customers will leave a brand after a poor customer experience.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

Creative Virtual

NOVEMBER 28, 2019

This was the fifth year we have attended the event as a solution partner of CTINT and Chris Ezekiel, Founder & CEO, has presented on the event theme. His session was titled Smart Self-Help for a Seamless, Omnichannel Customer Experience and focused on delivering the right information on the right channel at the right time for customers.

Virtual Agent 52

Virtual Agent Technology Average Handle Time Chatbots 52

Fonolo

OCTOBER 4, 2018

Ford dreamed of an inspired business built upon customer-first principles and propelled by innovation. As history shows us with the Ford legacy, forward-thinking businesses with inspiration as a core part of their mandates yield inspired workforce, higher employee productivity, and increased customer loyalty. What is Customer Loyalty?

industry standards 101

industry standards Interactive Voice Response Service level Customer retention 101

Fonolo

APRIL 26, 2018

The first is quite obvious: Most call center horror stories feature an angry customer, venting their frustration about a faulty product or terrible service. Dealing with angry customers is difficult! To get started, check Amazon for some of the best sellers, or read our list of the top customer experience books.

Call Center 83

Call Center Average Handle Time Contact Center Surveys 83

CX Journey

SEPTEMBER 20, 2016

Unless your company was intentionally built from the ground up to not function in silos - and you're lucky, and unique, if it was - then silos are an issue for you and for your customers. We all know how detrimental silos can be not only to the customer experience but also to an organization. Journey maps.

Customer Experience 79

Customer Experience Government Journey mapping Chief Customer Officer 79

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. Voice is still the channel ranked first in terms of investment focus for 2018.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Monet Software

OCTOBER 22, 2018

Commitment to Customer Experience Tops Priority List. From the discussions we had with customers and other industry professionals, it seemed to be a move toward using AI (artificial intelligence) to create a better customer experience. Sophistication and Simplicity In One Solution. Wrapping Up Dreamforce 2018.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

8x8

MARCH 23, 2017

Most companies touch customers at multiple points along their journeys—starting with marketing and sales, moving through customer service and support, and on to retention and renewals. All these touch points engage customers—but are they providing a great, seamless, always-on experience? Always-on customer engagement.

Contact Center 48

Contact Center CRM Analytics Self service 48

Transparent BPO

AUGUST 20, 2019

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. But what if you could turn your customer service contact center from cost to profit?

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Fonolo

MARCH 28, 2018

In other words, the difficulty of software engineering around voice was a constraint on innovation in call centers. In 2011, there were only 150 different marketing technology solutions, now there are thousands. At the risk of belaboring the point: You can now be a call center company without hiring any voice engineers.

Call Center 59

Call Center Engineering APIs Enterprise 59

Fonolo

OCTOBER 10, 2017

A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. The solution to hold-time is to offer a call-back as an alternative. A note of caution: Sometimes companies offer a call-back button, but the customer is still put on hold after connecting. Tracking Your Call Center Data.

Surveys 64

Surveys Call Center Average Handle Time Contact Center 64

TeamSupport

JULY 27, 2018

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers?

B2B 45

B2B Management CRM Education 45

Vonage

MARCH 26, 2018

Personalized customer service is about treating people as individuals. In an age where customers can buy into your products and services from almost anywhere in the world, this has become increasingly complex. Your company’s marketing department should be able to supply demographic data and customer information.

Personalization 58

Personalization Interactive Voice Response Customer Experience CRM 58