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COPC Inc. China User Group Annual Meeting

COPC

DECEMBER 9, 2019

On November 8, 2019, the COPC China User Group Meeting was successfully held in Shanghai. COPC China User Group representatives in attendance included Meituan Dianping, Guangdong Power Grid, Guangzhou Telecom, Welsend, Sunshine Insurance, Bank of Communications, Teleperformance and Zhong You Tian Cheng Technology. At the end of the meeting, Taiping Insurance passed on the chairmanship to Meituan Dianping, who will host the China User Group Meeting next year. MORE

Banking Feedback Consulting Consulting 40

Goodbye Temkin Group Website…

Experience Matters

JUNE 27, 2019

After being acquired by Qualtrics this past October, we have decommissioned the Temkin Group website. Temkin Group’s success was built totally on Read More. The post Goodbye Temkin Group Website… appeared first on Experience Matters. Well, it has finally happened. And yes, I have mixed feelings. To quote a line from Winnie-the-Pooh… How lucky I am to have something that makes saying goodbye so hard. MORE

Customer Experience 65

Keep Groups Connected With Free Audio Conferencing

VirtualPBX

JANUARY 14, 2021

Ring Groups. Many people want to stay safe during the pandemic, and that group and others simply like the flexibility that working from home allows. You can assign conference rooms to team leads so they can host daily or weekly group meetings. MORE

Transportation voip Accountability Marketing 61

Group Demos: Confessions From Both Sides of The Table

Guru

JULY 25, 2019

It’s 9:02 am, and the words hang in the air as both sides of the group demo finish getting into character. “Let’s just give everyone a few more minutes.” sales enablement MORE

Sales 62

Temkin Group, Qualtrics, And SAP

Experience Matters

NOVEMBER 16, 2018

In case you missed it, Temkin Group was acquired by Qualtrics. The post Temkin Group, Qualtrics, And SAP appeared first on Customer Experience Matters®. Well, this has been a crazy month. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased. MORE

Management Customer Experience 85

Inside View: FCCI Insurance Group

Contact Center Pipeline

JANUARY 18, 2018

Organizations like FCCI Insurance Group […]. These days, skilled job candidates put just as much thought and effort into scrutinizing potential employers as companies do screening applicants. The best candidates—those who consistently perform at a high level and who will stay longer—seek companies with a reputation that they can respect and whose values match their own. Culture Collaboration community service culture engagement MORE

109

Great News: Temkin Group Joins Forces With Qualtrics

Experience Matters

OCTOBER 24, 2018

I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. The post Great News: Temkin Group Joins Forces With Qualtrics appeared first on Customer Experience Matters®. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM). MORE

Benchmark Best practices Management Customer Experience 90

Emotional Responses to Tech Support Differs Across Age Groups

Experience Matters

NOVEMBER 9, 2017

In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. The post Emotional Responses to Tech Support Differs Across Age Groups appeared first on Customer Experience Matters®. We decided to dig deeper into one of those interactions, getting tech support for a computer. MORE

Customer Experience 80

Level Up | WFO User Group

Aspect

MARCH 2, 2020

Join us at The Genting Hotel, Birmingham, England, Wednesday March 25th 2020, for our WFO User Group | Level Up 2020 – you’ll see the highlights from the most recent releases in Aspect Workforce Management , plus hear from industry experts, take a deep dive into actual customer experiences and participate in networking opportunities with industry peers. The post Level Up | WFO User Group appeared first on Aspect Blogs. MORE

Management Customer Experience 48

WFH Guidance for ARM: Best Practices from The CMI Group

LiveVox

APRIL 24, 2020

WFH Guidance for ARM: Best Practices from The CMI Group Our Senior Director of Product Marketing Jim Lynch hosted leaders from The CMI Group, a prominent BPO in the Accounts Recovery Management space, to discuss how they’re managing these uncertain times. The post WFH Guidance for ARM: Best Practices from The CMI Group appeared first on Livevox. MORE

Best practices Accountability Marketing Management 55

Ensure better document collaboration tool in working groups

Knowmax

NOVEMBER 11, 2020

Ensure better document collaboration tool in working groups. Customer Experience MORE

Customer Experience 52

Group Effort: Introducing Fonolo’s LinkedIn Group, “Contact Center Best Practices for the Real World”

Fonolo

JUNE 6, 2018

For those with even one foot in the digital doorway, chances are you may have heard some breaking news around the watercooler at the beginning of 2018: A revival is being planned for a well-known social networking platform: LinkedIn Groups. If you have ever belonged to a handful of LinkedIn Groups, or just one, your experience was probably alternately positive and negative; this reflects its reputation in the marketplace, too. MORE

Best practices Contact Center Engineering Marketing 62

Hosted VoIP: Call Queues vs Ring Groups

Jive

AUGUST 23, 2018

To start, there are two important call management features your small business should consider leveraging with a Hosted VoIP phone system: ring groups and call queues. Well let’s look at the similarities, differences, benefits, and disadvantages of call queues vs ring groups. Ring Group (a.k.a Call Hunt) : When customers dial a particular extension, it rings every phone in the group at the same time—until someone answers or the call is directed elsewhere. MORE

voip Call flow Metrics Customer Support 63

Bradley Lead Group Finds a Blend of Success with Convoso (Case Study)

Convoso

JUNE 7, 2017

Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors. call center solutions MORE

call center solutions Call Center 153

With CXone, Fossil Group Unifies Contact Centers, Raises Performance

NICE inContact

JUNE 19, 2019

Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. With CXone, however, Fossil Group finally was able to view all its performance data on one unified platform. MORE

Contact Center Coaching Enterprise Metrics 52

2017 Temkin Group CX Excellence Award Winners

Experience Matters

NOVEMBER 15, 2017

I’m thrilled to announce (and congratulate) the winners of Temkin Group’s sixth annual Customer Experience Excellence Awards: AARP – formally established its AARP Experience (AARPx) team in 2016 with the mission to work across the enterprise to create a seamless, personalized experience for members that is supported by a customer-centric culture. The post 2017 Temkin Group CX Excellence Award Winners appeared first on Customer Experience Matters®. MORE

Enterprise Customer centricity Metrics Personalization 70

Solutions Q&A: FrontLine Group

Contact Center Pipeline

FEBRUARY 21, 2017

If you have not heard of FrontLine Group before, you may be surprised to learn that it is part of one of the largest and oldest Canadian-owned collections firms, CBV Collection Services Ltd., FrontLine Group is the Business […]. Sponsored Posts BPO collections customer care FrontLine Group Sponsored Post MORE

Customer Care 100

Interbrand Group Promotes Gonzalo Brujó to Global President role

C Space

JANUARY 20, 2021

Interbrand Group Promotes Gonzalo Brujó to Global President role. NEW YORK, January 28, 2021 – Interbrand Group, today announced the promotion of Gonzalo Brujó to Global President, effective February 1st, 2021. About Omnicom Group Inc. MORE

Healthcare Advertising Consulting Consulting 52

Net Promoter News: Sage Group, Ford, Epyx and Paladina Health

CustomerGauge

JANUARY 12, 2017

Sage Group Plc Is Customer-Obsessed Sage Group, a British multinational enterprise software company closed the year 2016 with excellent business results. The post Net Promoter News: Sage Group, Ford, Epyx and Paladina Health appeared first on CustomerGauge. In November, CEO Stephen Kelly published a press release, which highlighted Sage’s achievements throughout the year and the company’s customer-centric goals for 2017. MORE

Customer centricity Enterprise 80

Convoso Client Success Story: Ascent Mortgage Group

Convoso

SEPTEMBER 11, 2017

In mid-2017 Ascent Mortgage Group came to Convoso searching for a new contact center platform with a high-performance automated dialer like none other. Before starting on the Convoso platform, Ascent Mortgage Group was “burning through leads” - a negative outcome that resulted from the various call center applications and providers they were using. MORE

Contact Center Call Center 148

Launching An Advocacy Program Part 6: User Groups

Influitive

APRIL 6, 2017

Advocate Marketing 101 Event Marketing advocate events advocates at events b2b customer user groups b2b event marketing b2b user groups crimson hexagon customer user group suggestions customer user groups event marketing how to run a user group irwin hipsman launching an advocacy program marketing user groups user group ideas user group planning user groupsThis is the sixth post in a series about launching a customer advocacy program. MORE

Customer advocacy Best practices B2B Marketing 40

FREE Temkin Group Industry CX Webinars

Experience Matters

SEPTEMBER 13, 2018

Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what’s happening in customer experience in those industries. The post FREE Temkin Group Industry CX Webinars appeared first on Customer Experience Matters®. MORE

Airlines Banking Customer Experience 48

Medical Group

Ansafone

DECEMBER 4, 2019

Ansafone Dedicated Agents Help with Medical Appointment Scheduling & More The post Medical Group appeared first on Ansafone Contact Centers. Case Study MORE

Contact Center 48

Group Benefits Insurance: What Are the Advantages?

CSM Magazine

SEPTEMBER 29, 2020

Health coverage is the most common type of group insurance that employers provide for their employees. Offering group benefits insurance carries a number of benefits for both the employees and employers alike. Nowadays, job seekers are more drawn to benefits than hard cash. MORE

Government Healthcare Marketing Personalization 52

2019 State of CX Report from The Northridge Group

Peter Lavers

NOVEMBER 28, 2019

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report. I found it fascinating, packed with insightful data and factoids that anybody interested in customer experience and customer service will find extremely useful, such as: 72% of consumers would likely switch brands after one bad customer service experience. MORE

Wait times Customer effort Customer Service CRM 100

Inside View: Garden City Group

Contact Center Pipeline

OCTOBER 19, 2016

The modern call center may be evolving, but the industry is still struggling to overcome a negative reputation. Let’s face it: In many centers, agents have very little control over their time or work, no diversity in their daily tasks and no real career path. It’s no wonder that centers have had a long battle […]. Culture Inside View agent engagement call center contact center hiring learning culture training MORE

Contact Center Call Center 100

Executive Talk: Chris Shortall, Destination XL Group

Contact Center Pipeline

OCTOBER 25, 2016

Chris Shortall is Vice President, Store Communications and Contact Center Operations at Destination XL Group. Chris does a wonderful job of explaining how their contact center supports their mission to provide better merchandise, better service and an entirely better experience when shopping for big and tall clothing. She explains how their monitoring and training programs […]. Training & Development Video call center contact center quality monitoring training MORE

Contact Center Call Center 100

Call Design Invite you to the 2019 Workforce Management Group

Call Design

AUGUST 20, 2019

We are thrilled to announce that we are hosting five workforce management network groups this September in Sydney, Melbourne and Brisbane, Auckland and Wellington. Learn about what new technology and developments are coming your way to help you solve contact centre challenges using the latest in automation and more. Network and share ideas with your industry peers. There is a lot to be discussed…come along! To find out more, check out our events on Eventbrite below: Sydney. MORE

Management Technology 60

Interstate Group LLC Creating 83 New Jobs In Virginia

Connecting the Dots

JANUARY 5, 2018

Read: Interstate Group LLC Creating 83 New Jobs In Virginia at BusinessFacilities.com. Capital Investment Daily News Featured Manufacturing Taxes & Incentives Virginia Workforce Development Business Incentives Economic Development Employment Expansion Glen Lyn Interstate Group LLC Site Selection Virginia Economic Development PartnershipThe cargo trailer manufacturer will invest $4.1 million to establish an East Coast manufacturing and distribution operation in Giles County, VA. MORE

69

Concentrix Wins Brandon Hall Group Award

Concentrix

AUGUST 23, 2019

Accolades presented in four categories Fremont, CA – Winners of the 2019 Brandon Hall Group HCM Excellence in Awards for Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Workforce Management and HR, Sales Performance and Corporate Initiatives were announced during an online webinar on Aug. The post Concentrix Wins Brandon Hall Group Award appeared first on Concentrix. MORE

Sales Management 76

Lessons From Temkin Group’s Humanity Workshops

Experience Matters

SEPTEMBER 24, 2018

Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” The post Lessons From Temkin Group’s Humanity Workshops appeared first on Customer Experience Matters®. ” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada. MORE

Customer Experience 85

Call Design Invite you to the 2019 Workforce Management Group

Call Design

AUGUST 20, 2019

We are thrilled to announce that we are hosting five workforce management network groups this September in Sydney, Melbourne and Brisbane, Auckland and Wellington. Learn about what new technology and developments are coming your way to help you solve contact centre challenges using the latest in automation and more. Network and share ideas with your industry peers. There is a lot to be discussed…come along! To find out more, check out our events on Eventbrite below: Sydney. MORE

Management Technology 60

An Exciting Year For Temkin Group Research

Experience Matters

DECEMBER 28, 2017

As you can see in the chart below, Temkin Group published a lot of interesting research in 2017. The post An Exciting Year For Temkin Group Research appeared first on Customer Experience Matters®. As the year winds down, it’s fun to look back and appreciate what’s been done. I’m very proud of what our team accomplished. We used many different research approaches (e.g., MORE

Benchmark Best practices Surveys Customer Experience 62

Top 6 LinkedIn and Facebook Sales Groups (To Level Up Your Skills)

CrazyCall

DECEMBER 12, 2018

Using these social networks, you’re able to find Groups focused solely on providing useful content, information, tips and engaging the community to share their knowledge and help each other grow their skills. Yet, most people find it hard to find proper sales groups and don’t know how to search for groups on LinkedIn or how to search Facebook groups. There will be no need to perform a linkedin groups search on your own! Facebook Group. Facebook Group. MORE

Sales B2B Best practices Marketing 86
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Solutions Q&A: FrontLine Group

Contact Center Pipeline

FEBRUARY 21, 2017

If you have not heard of FrontLine Group before, you may be surprised to learn that it is part of one of the largest and oldest Canadian-owned collections firms, CBV Collection Services Ltd., FrontLine Group is the Business […]. Sponsored Posts BPO collections customer care FrontLine Group Sponsored Post

Customer Care 100
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Customer Care 100

Medical Group

Ansafone

DECEMBER 4, 2019

Ansafone Dedicated Agents Help with Medical Appointment Scheduling & More The post Medical Group appeared first on Ansafone Contact Centers. Case Study

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Keep Groups Connected With Free Audio Conferencing

VirtualPBX

JANUARY 14, 2021

Ring Groups. Many people want to stay safe during the pandemic, and that group and others simply like the flexibility that working from home allows. You can assign conference rooms to team leads so they can host daily or weekly group meetings.

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The Insider Secret to Designing Virtual Agents that Surpass Your Competition

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Goodbye Temkin Group Website…

Experience Matters

JUNE 27, 2019

After being acquired by Qualtrics this past October, we have decommissioned the Temkin Group website. Temkin Group’s success was built totally on Read More. The post Goodbye Temkin Group Website… appeared first on Experience Matters. Well, it has finally happened. And yes, I have mixed feelings. To quote a line from Winnie-the-Pooh… How lucky I am to have something that makes saying goodbye so hard.

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Why Is Patient Engagement Important? | Frontline Group

Advertiser: Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

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Inside View: FCCI Insurance Group

Contact Center Pipeline

JANUARY 18, 2018

Organizations like FCCI Insurance Group […]. These days, skilled job candidates put just as much thought and effort into scrutinizing potential employers as companies do screening applicants. The best candidates—those who consistently perform at a high level and who will stay longer—seek companies with a reputation that they can respect and whose values match their own. Culture Collaboration community service culture engagement

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Temkin Group, Qualtrics, And SAP

Experience Matters

NOVEMBER 16, 2018

In case you missed it, Temkin Group was acquired by Qualtrics. The post Temkin Group, Qualtrics, And SAP appeared first on Customer Experience Matters®. Well, this has been a crazy month. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased.

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InformaTech

InformaTech

Group Benefits Insurance: What Are the Advantages?

CSM Magazine

SEPTEMBER 29, 2020

Health coverage is the most common type of group insurance that employers provide for their employees. Offering group benefits insurance carries a number of benefits for both the employees and employers alike. Nowadays, job seekers are more drawn to benefits than hard cash.

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Convoso Client Success Story: Ascent Mortgage Group

Convoso

SEPTEMBER 11, 2017

In mid-2017 Ascent Mortgage Group came to Convoso searching for a new contact center platform with a high-performance automated dialer like none other. Before starting on the Convoso platform, Ascent Mortgage Group was “burning through leads” - a negative outcome that resulted from the various call center applications and providers they were using.

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Inside View: Garden City Group

Contact Center Pipeline

OCTOBER 19, 2016

The modern call center may be evolving, but the industry is still struggling to overcome a negative reputation. Let’s face it: In many centers, agents have very little control over their time or work, no diversity in their daily tasks and no real career path. It’s no wonder that centers have had a long battle […]. Culture Inside View agent engagement call center contact center hiring learning culture training

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2019 State of CX Report from The Northridge Group

Peter Lavers

NOVEMBER 28, 2019

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report. I found it fascinating, packed with insightful data and factoids that anybody interested in customer experience and customer service will find extremely useful, such as: 72% of consumers would likely switch brands after one bad customer service experience.

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ABCs of Data Normalization for B2B Marketers

Advertiser: ZoomInfo

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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InformaTech

InformaTech

Temkin Group, Qualtrics, And SAP

Experience Matters

NOVEMBER 16, 2018

In case you missed it, Temkin Group was acquired by Qualtrics. The post Temkin Group, Qualtrics, And SAP appeared first on Customer Experience Matters®. Well, this has been a crazy month. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased.

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Lessons From Temkin Group’s Humanity Workshops

Experience Matters

SEPTEMBER 24, 2018

Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” The post Lessons From Temkin Group’s Humanity Workshops appeared first on Customer Experience Matters®. ” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada.

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Customer Experience 85

Group Effort: Introducing Fonolo’s LinkedIn Group, “Contact Center Best Practices for the Real World”

Fonolo

JUNE 6, 2018

For those with even one foot in the digital doorway, chances are you may have heard some breaking news around the watercooler at the beginning of 2018: A revival is being planned for a well-known social networking platform: LinkedIn Groups. If you have ever belonged to a handful of LinkedIn Groups, or just one, your experience was probably alternately positive and negative; this reflects its reputation in the marketplace, too.

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Launching An Advocacy Program Part 6: User Groups

Influitive

APRIL 6, 2017

Advocate Marketing 101 Event Marketing advocate events advocates at events b2b customer user groups b2b event marketing b2b user groups crimson hexagon customer user group suggestions customer user groups event marketing how to run a user group irwin hipsman launching an advocacy program marketing user groups user group ideas user group planning user groupsThis is the sixth post in a series about launching a customer advocacy program.

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Executive Talk: Chris Shortall, Destination XL Group

Contact Center Pipeline

OCTOBER 25, 2016

Chris Shortall is Vice President, Store Communications and Contact Center Operations at Destination XL Group. Chris does a wonderful job of explaining how their contact center supports their mission to provide better merchandise, better service and an entirely better experience when shopping for big and tall clothing. She explains how their monitoring and training programs […]. Training & Development Video call center contact center quality monitoring training

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Implementing Virtual Agents: Where to Start, and How to Finish

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Join us for this in-depth conversation with TechStyle Fashion Group, as they openly discuss their decision to go virtual, and the challenges they faced along the way as they dabbled with both building the omnichannel self-service platform themselves, and outsourcing the design to a partner.

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Concentrix Wins Brandon Hall Group Award

Concentrix

AUGUST 23, 2019

Accolades presented in four categories Fremont, CA – Winners of the 2019 Brandon Hall Group HCM Excellence in Awards for Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Workforce Management and HR, Sales Performance and Corporate Initiatives were announced during an online webinar on Aug. The post Concentrix Wins Brandon Hall Group Award appeared first on Concentrix.

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Hosted VoIP: Call Queues vs Ring Groups

Jive

AUGUST 23, 2018

To start, there are two important call management features your small business should consider leveraging with a Hosted VoIP phone system: ring groups and call queues. Well let’s look at the similarities, differences, benefits, and disadvantages of call queues vs ring groups. Ring Group (a.k.a Call Hunt) : When customers dial a particular extension, it rings every phone in the group at the same time—until someone answers or the call is directed elsewhere.

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Great News: Temkin Group Joins Forces With Qualtrics

Experience Matters

OCTOBER 24, 2018

I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. The post Great News: Temkin Group Joins Forces With Qualtrics appeared first on Customer Experience Matters®. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM).

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WFH Guidance for ARM: Best Practices from The CMI Group

LiveVox

APRIL 24, 2020

WFH Guidance for ARM: Best Practices from The CMI Group Our Senior Director of Product Marketing Jim Lynch hosted leaders from The CMI Group, a prominent BPO in the Accounts Recovery Management space, to discuss how they’re managing these uncertain times. The post WFH Guidance for ARM: Best Practices from The CMI Group appeared first on Livevox.

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Contact Center Metrics That Matter

Speaker: Nate Brown, Co-Founder, CX Accelerator

The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Do you have the right metrics in place to assess your true impact?

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Ensure better document collaboration tool in working groups

Knowmax

NOVEMBER 11, 2020

Ensure better document collaboration tool in working groups. Customer Experience

Customer Experience 52
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Customer Experience 52

Interbrand Group Promotes Gonzalo Brujó to Global President role

C Space

JANUARY 20, 2021

Interbrand Group Promotes Gonzalo Brujó to Global President role. NEW YORK, January 28, 2021 – Interbrand Group, today announced the promotion of Gonzalo Brujó to Global President, effective February 1st, 2021. About Omnicom Group Inc.

Healthcare 52
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Level Up | WFO User Group

Aspect

MARCH 2, 2020

Join us at The Genting Hotel, Birmingham, England, Wednesday March 25th 2020, for our WFO User Group | Level Up 2020 – you’ll see the highlights from the most recent releases in Aspect Workforce Management , plus hear from industry experts, take a deep dive into actual customer experiences and participate in networking opportunities with industry peers. The post Level Up | WFO User Group appeared first on Aspect Blogs.

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2017 Temkin Group CX Excellence Award Winners

Experience Matters

NOVEMBER 15, 2017

I’m thrilled to announce (and congratulate) the winners of Temkin Group’s sixth annual Customer Experience Excellence Awards: AARP – formally established its AARP Experience (AARPx) team in 2016 with the mission to work across the enterprise to create a seamless, personalized experience for members that is supported by a customer-centric culture. The post 2017 Temkin Group CX Excellence Award Winners appeared first on Customer Experience Matters®.

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The Post-Covid CX Powered by AI

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.

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Group Demos: Confessions From Both Sides of The Table

Guru

JULY 25, 2019

It’s 9:02 am, and the words hang in the air as both sides of the group demo finish getting into character. “Let’s just give everyone a few more minutes.” sales enablement

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An Exciting Year For Temkin Group Research

Experience Matters

DECEMBER 28, 2017

As you can see in the chart below, Temkin Group published a lot of interesting research in 2017. The post An Exciting Year For Temkin Group Research appeared first on Customer Experience Matters®. As the year winds down, it’s fun to look back and appreciate what’s been done. I’m very proud of what our team accomplished. We used many different research approaches (e.g.,

Benchmark 62
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COPC Inc. China User Group Annual Meeting

COPC

DECEMBER 9, 2019

On November 8, 2019, the COPC China User Group Meeting was successfully held in Shanghai. COPC China User Group representatives in attendance included Meituan Dianping, Guangdong Power Grid, Guangzhou Telecom, Welsend, Sunshine Insurance, Bank of Communications, Teleperformance and Zhong You Tian Cheng Technology. At the end of the meeting, Taiping Insurance passed on the chairmanship to Meituan Dianping, who will host the China User Group Meeting next year.

Banking 40
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Emotional Responses to Tech Support Differs Across Age Groups

Experience Matters

NOVEMBER 9, 2017

In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. The post Emotional Responses to Tech Support Differs Across Age Groups appeared first on Customer Experience Matters®. We decided to dig deeper into one of those interactions, getting tech support for a computer.

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2021 Industry Expert Contact Center Predictions

Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex

The new year is just around the corner. It's time to plan for the ever-changing needs within our industry. On December 3rd, join CCNG's first ZOOM Fireside panel discussion. It will be both interactive and energetic as several CCNG members share insights and predictions for 2021. Join industry experts from Aria, Poly, and Gridspace as they share what they have learned in 2020 in order to prepare us for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. Bring your questions and lessons learned to share with the group! Sign up today! You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike. Learn how to address, manage and utilize: People Process Technology and Implementation Strategies for 2021.

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Interstate Group LLC Creating 83 New Jobs In Virginia

Connecting the Dots

JANUARY 5, 2018

Read: Interstate Group LLC Creating 83 New Jobs In Virginia at BusinessFacilities.com. Capital Investment Daily News Featured Manufacturing Taxes & Incentives Virginia Workforce Development Business Incentives Economic Development Employment Expansion Glen Lyn Interstate Group LLC Site Selection Virginia Economic Development PartnershipThe cargo trailer manufacturer will invest $4.1 million to establish an East Coast manufacturing and distribution operation in Giles County, VA.

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Call Design Invite you to the 2019 Workforce Management Group

Call Design

AUGUST 20, 2019

We are thrilled to announce that we are hosting five workforce management network groups this September in Sydney, Melbourne and Brisbane, Auckland and Wellington. Learn about what new technology and developments are coming your way to help you solve contact centre challenges using the latest in automation and more. Network and share ideas with your industry peers. There is a lot to be discussed…come along! To find out more, check out our events on Eventbrite below: Sydney.

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Call Design Invite you to the 2019 Workforce Management Group

Call Design

AUGUST 20, 2019

We are thrilled to announce that we are hosting five workforce management network groups this September in Sydney, Melbourne and Brisbane, Auckland and Wellington. Learn about what new technology and developments are coming your way to help you solve contact centre challenges using the latest in automation and more. Network and share ideas with your industry peers. There is a lot to be discussed…come along! To find out more, check out our events on Eventbrite below: Sydney.

Management 60
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Management Technology 60

Bradley Lead Group Finds a Blend of Success with Convoso (Case Study)

Convoso

JUNE 7, 2017

Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors. call center solutions

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

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Here’s a digital insurance business example: Who: Analysis of past purchases by demographic groups shows. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot.

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FREE Temkin Group Industry CX Webinars

Experience Matters

SEPTEMBER 13, 2018

Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what’s happening in customer experience in those industries. The post FREE Temkin Group Industry CX Webinars appeared first on Customer Experience Matters®.

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Net Promoter News: Sage Group, Ford, Epyx and Paladina Health

CustomerGauge

JANUARY 12, 2017

Sage Group Plc Is Customer-Obsessed Sage Group, a British multinational enterprise software company closed the year 2016 with excellent business results. The post Net Promoter News: Sage Group, Ford, Epyx and Paladina Health appeared first on CustomerGauge. In November, CEO Stephen Kelly published a press release, which highlighted Sage’s achievements throughout the year and the company’s customer-centric goals for 2017.

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Top 6 LinkedIn and Facebook Sales Groups (To Level Up Your Skills)

CrazyCall

DECEMBER 12, 2018

Using these social networks, you’re able to find Groups focused solely on providing useful content, information, tips and engaging the community to share their knowledge and help each other grow their skills. Yet, most people find it hard to find proper sales groups and don’t know how to search for groups on LinkedIn or how to search Facebook groups. There will be no need to perform a linkedin groups search on your own! Facebook Group. Facebook Group.

Sales 86
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With CXone, Fossil Group Unifies Contact Centers, Raises Performance

NICE inContact

JUNE 19, 2019

Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. With CXone, however, Fossil Group finally was able to view all its performance data on one unified platform.

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