TLC Associates

JUNE 26, 2019

CEDAR RAPIDS, IOWA, June 26th, 2019 -– TLC Associates (TLC), one of the fastest growing outsourced contact center companies, is adding over 100 agents between their Las Cruces and Alamogordo call center facilities in New Mexico to further support a major Fortune 100 client.

Telecommunications 75

Telecommunications Entertainment outsourcing Contact Center 75

IdeasUnlimited

DECEMBER 2, 2021

Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations. It’s important to note that customers might not always contact you via telephone.

Call Center 92

Call Center Telemarketing B2B outsourcing 92

Outsource Consultants

MARCH 16, 2020

Non-critical travel has become a rarity, although its need was already shrinking due to rampant cancellations of business and entertainment events. A perfect storm for customer service. The strain on customer service departments is two-fold. First, call volumes are on the rise. Embrace your georedundancy strategy.

At home agents 84

At home agents outsourcing Entertainment Airlines 84

CSM Magazine

OCTOBER 14, 2021

Europa Contact Centre , the multi-channel outsource contact centre is set to expand its workforce by 25 per cent as part of its overarching growth strategy. This prompted several new clients to appoint Europa Contact Centre as their multiple channel customer service provider.

Entertainment 52

Entertainment outsourcing Education Consulting 52

IdeasUnlimited

DECEMBER 2, 2021

Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations. It’s important to note that customers might not always contact you via telephone.

Call Center 84

Call Center Telemarketing B2B outsourcing 84

Fonolo

JANUARY 29, 2019

So, there is a limit to self-service, which will always lead the customer back to the loving arms of the call center. Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.” Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”

Call Center 85

Call Center Airlines Contact Center Self service 85

CSM Magazine

MAY 27, 2021

Europa Contact Centre , the multi-channel outsource contact centre, has concluded their 12 month technology upgrade project. The project included a 360-degree review of the business, listening carefully to clients, their customers and industry leaders to deliver a fit for purpose and “future-proofed” solution.

Entertainment 52

Entertainment outsourcing Education CRM 52

Outsource Consultants

JUNE 12, 2018

Gaming & Entertainment. Contact centers in the United States, as well as nearshore and offshore locations, can deliver quality customer service through live chat support and messaging (SMS, social media messengers, etc.). Need an outsource contact center to provide messaging and live chat support? Photo Editing.

Contact Center 52

Contact Center outsourcing Entertainment Consulting 52

Toister Performance Solutions

MAY 13, 2021

8 Fix self-service Customers often try to solve simple problems on their own before contacting customer service. Look for fast fixes to self-service if your contact volume is driven by a lot of simple issues. One counterintuitive solution is to make it easier for customers to contact a live agent.

Contact Center 71

Contact Center Wait times outsourcing Self service 71

IdeasUnlimited

DECEMBER 2, 2021

Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations. It’s important to note that customers might not always contact you via telephone.

Call Center 52

Call Center Telemarketing B2B outsourcing 52

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Customer service diminishes. InsO International changed the call center and customer service arena by pioneering the world’s first hybrid call center solution. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

aircall

NOVEMBER 2, 2017

Even smooth jazz is preferable to silence, and any effort to entertain callers will be recognized as evidence of your empathy. Convincing more customers to wait longer will certainly improve your abandonment rate, but it may not raise their satisfaction rate. Finally, don’t forget about on-hold music. Let Callers Opt Out.

Abandon rate 85

Abandon rate Abandon Call Entertainment Wait times 85

aircall

NOVEMBER 2, 2017

Even smooth jazz is preferable to silence, and any effort to entertain callers will be recognized as evidence of your empathy. Convincing more customers to wait longer will certainly improve your abandonment rate, but it may not raise their satisfaction rate. Finally, don’t forget about on-hold music. Let Callers Opt Out.

Abandon rate 81

Abandon rate Abandon Call Entertainment Wait times 81

SmartAction

SEPTEMBER 5, 2018

You call your cable company excited about upgrading your entertainment plan – only to be put on hold for 20-plus minutes and stuck listening to continued elevator music interspersed with promos for other products and an occasional voice recognizing you’re still in a queue.

Call Center 40

Call Center Virtual Agent Automotive Entertainment 40

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

LiveChat

JANUARY 23, 2020

Outsourced or in-house? Building a community of customers around the product lets you also be closer to them in real-time, to know their needs better, educate them, and through this increase their time spent in a product, improve retention, and lifetime value. Alternatively, you could put your community into a subdomain.

Gamification 69

Gamification Feedback Education Entertainment 69

Global Response

JANUARY 9, 2023

Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. In fact, up to 80% of B2B purchase decisions are impacted by a buyer’s experience with the B2B customer service, so it’s an essential quality of your brand or company to consider.

B2B 62

B2B B2C Customer Service Self service 62

CCNG

OCTOBER 19, 2022

(Temkin, 2017) 48% of consumers expect specialized treatment for being good customers. Accenture, 2017) Consumer demand better service from companies More than 60% of customers say they now have higher customer service standards. Customer Service and Support Customer experience can’t go without customer service.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

LiveChat

JANUARY 23, 2020

Outsourced or in-house? Building a community of customers around the product lets you also be closer to them in real-time, to know their needs better, educate them, and through this increase their time spent in a product, improve retention, and lifetime value. Alternatively, you could put your community into a subdomain.

Gamification 28

Gamification Feedback Education Entertainment 28

Talkdesk

OCTOBER 12, 2020

With BaaS, financial institutions can allow third parties into their tech stacks, opening up their platform, commissioning leads and outsourcing customer service, so they never leave customers on hold. Automation eliminates manual tasks, streamlines business processes and improves the overall customer experience (CX).

Banking 83

Banking Interactive Voice Response Self service CRM 83

Nicereply

NOVEMBER 24, 2022

You can also outsource some of the work to part-time employees, freelancers, or interns to cut down on costs even further. For example, if you do not need an internal developer but just need a site, taking the cost of developing a website into consideration it almost surely be a better idea to outsource this.

outsourcing 59

outsourcing Entertainment Customer retention Sales 59

SmartKarrot

OCTOBER 19, 2022

With such a large economy and growing popularity as an outsourcing destination for Western companies, it is no surprise that there are plenty of opportunities for account managers in China. This involves keeping track of all pertinent information about each client and ensuring they are satisfied with your service.

Accountability 10

Accountability Management Healthcare Telecommunications 10

BlueOcean

FEBRUARY 25, 2019

You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.) Let’s chat today.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

Comm100

FEBRUARY 22, 2018

How can two Chatbots with the same range of abilities deliver two completely different customer experiences? Whether you’re designing a Chatbot yourself or outsourcing to a third party, it’s important to know what Chatbot decision trees are, and how you can use them to program your Chatbot successfully. I mean, we only just met…”.

Journey mapping 46

Journey mapping Chatbots Accountability Consulting 46

Comm100

FEBRUARY 22, 2018

How can two Chatbots with the same range of abilities deliver two completely different customer experiences? Whether you’re designing a Chatbot yourself or outsourcing to a third party, it’s important to know what Chatbot decision trees are, and how you can use them to program your Chatbot successfully. I mean, we only just met…”.

Journey mapping 40

Journey mapping Chatbots Accountability Consulting 40

JustCall

MARCH 9, 2023

It is essential to look at the problems at your contact center in a multifaceted way: Issues that employees and staff face Issues that customers face Issues with technology Issues with outsourced services Create a list of all the problems that can compromise the service quality that your contact center provides.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40