Upstream Works

JANUARY 20, 2023

As we enter the new year, the climate for consumers will be different than the past few years. The robust economy of recent times has given way to inflation and interest rate spikes that haven’t been seen in years, if not decades. Everyone has been more cautious about spending, and many sectors are seeing wave after wave of layoffs. These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact

Contact Center 78

Contact Center Upselling Customer retention Technology 78

BlueOcean

JANUARY 20, 2023

2020 marked the workplace like no other year in recent history. For more than two years, everyone worked to settle into new patterns of working and communicating, and we’re finally seeing a return to “normal.” We rejoiced when our favorite coffee shops re-opened, and we got all dressed up again when the commute to work once again involved more than a walk down the hall … and yes, that RFP was finally back on your plate.

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

Spearline

JANUARY 20, 2023

Call Quality Call center number testing is a vital component of any quality assurance planning framework The QA Mandate The overall customer journey is a complex lattice of touchpoints, with your call center representing one of the most important. A quality assurance (QA) plan will help to ensure that your call center meets and hopefully exceeds the operational and customer experience (CX) standards you are hoping to achieve.

Call Center 52

Call Center Telecommunications Metrics Benchmark 52

Voiptime

JANUARY 20, 2023

The call center is an organization that totally depends on the employee productivity and performance of its employees. On the other hand, it is also one of the most loaded types of organizations, as there is no other kind of department or business that would spend days talking to thousands of real people with distinct complaints and support requests, and other contact center interactions.

call center workforce 40

call center workforce Call Center Contact Center 40

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Enghouse Interactive

JANUARY 20, 2023

contact center solutions 63

contact center solutions Contact Center Customer Service Customer Experience 63

JustCall

JANUARY 20, 2023

Consumers today have many avenues to contact a business – there’s email, chat, phone calls, social media, and so on. But, connecting over the phone is the preferred choice when it comes to support and service-related conversations. In fact, a report by CFI Group stated that 76 percent of consumers prefer to connect with customer support representatives over the phone.

Interactive Voice Response 52

Interactive Voice Response Enterprise APIs voip 52

AWS Machine Learning

JANUARY 20, 2023

This post is co-written by Christopher Diaz, Sam Kinard, Jaime Hidalgo and Daniel Suarez from CCC Intelligent Solutions. In this post, we discuss how CCC Intelligent Solutions (CCC) combined Amazon SageMaker with other AWS services to create a custom solution capable of hosting the types of complex artificial intelligence (AI) models envisioned. CCC is a leading software-as-a-service (SaaS) platform for the multi-trillion-dollar property and casualty insurance economy powering operations for ins

APIs 69

APIs Engineering Telecommunications Construction 69