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Solutions Q&A: FrontLine Group

Contact Center Pipeline

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

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Redacting PII data at The Very Group with Amazon Comprehend

AWS Machine Learning Blog

This is guest post by Andy Whittle, Principal Platform Engineer – Application & Reliability Frameworks at The Very Group. At The Very Group , which operates digital retailer Very, security is a top priority in handling data for millions of customers.

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Medical Group

Ansafone

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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Inside View: FCCI Insurance Group

Contact Center Pipeline

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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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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Quora Group Grows with BigChange

CSM Magazine

Founded in 2005, Quora Group works nationwide with a range of clients across the public and private sector. Craig Firth, director and co-founder of Quora Group, said, “BigChange is definitely a sales tool for us and has helped us to grow the business.

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Concentrix Wins Brandon Hall Group Award

Concentrix

The post Concentrix Wins Brandon Hall Group Award appeared first on Concentrix. Accolades presented in four categories. 2021 News NewsClip

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Infinity becomes preferred partner of Automotive Transformation Group

Infinity

Infinity, the leading call intelligence provider, has announced a new partnership with Automotive Transformation Group, a leading provider of automotive solutions. We look forward to working with Automotive Transformation Group’s customers around the world.”.

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Temkin Group, Qualtrics, And SAP

Experience Matters

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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2019 State of CX Report from The Northridge Group

Peter Lavers

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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Level Up | WFO User Group

Aspect

The post Level Up | WFO User Group appeared first on Aspect Blogs.

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Taylor Reach Group announces the addition of Senior Consultant Thomay Vlahos

Taylor Reach Group

Industry-leading Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. Colin Taylor, CEO and Chief Chaos Officer of The Taylor Reach Group, Inc., About The Taylor Reach Group, Inc.

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Convoso Client Success Story: Ascent Mortgage Group

Convoso

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

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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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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BigChange Facilitates Business Transformation for Pinnacle Group

CSM Magazine

Pinnacle Group has transformed its customer experience and increased operational efficiency following the implementation of the latest field service management software from BigChange. About Pinnacle Group.

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Sabio Group Expands Into the Nordic Region and Strengthens Genesys Capability

CSM Magazine

Sabio Group has expanded into the European Nordics region following a ‘transfer of business’ agreement with a major European IT consultancy. ” About Sabio Group. Mark Betts, Sabio’s Managing Director for the UK, Nordics and Africa.

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Strong Investment in CX Sees Sabio Group Drive Record Growth

CSM Magazine

Sabio Group , the digital customer experience (CX) transformation specialist backed by Horizon Capital has announced strong financial and operational performances in its annual report and accounts, published today. In the year to Sept 30 th 2021, the Group’s turnover increased by 52.8%

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ITS Group Release Cloud-Based Customer Service Feedback Solution

CSM Magazine

– Manish Shah, Product Manager, ITS Group. About ITS Group. ITS has today announced the release of evalyou8, their latest software solution designed to capture customer feedback on the service they have received.

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Why Is Patient Engagement Important? | 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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Lessons From Temkin Group’s Humanity Workshops

Experience Matters

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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Taylor Reach Group to ensure compliance for statewide youth crisis line

Taylor Reach Group

The Taylor Reach Group, Inc. About The Taylor Reach Group, Inc. The post Taylor Reach Group to ensure compliance for statewide youth crisis line first appeared on The Taylor Reach Group Inc. TRG) has been enlisted to ensure compliance for a statewide youth crisis line. The 24-hour crisis line caters to children that are a risk to themselves or others, having a mental health crisis. “Of

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Executive Talk: Chris Shortall, Destination XL Group

Contact Center Pipeline

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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Sabio Group Aims to Empower the Global Contact Centre Workforce in New Campaign

CSM Magazine

Sabio Group is calling on organisations to encourage empowerment of their Customer Service Advisors – following the launch of its latest campaign. ” About Sabio Group.

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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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Keep Groups Connected With Free Audio Conferencing

VirtualPBX

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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Moving to a Cloud Contact Centre with McMillan Shakespeare Group

Global Speech Networks

Like many businesses, ASX 200 Financial Services company and Australia’s leading single source solution provider for salary packaging, novated leasing, consumer and fleet financing and management services, McMillan Shakespeare Group (MMSG) operated completed on-premises.

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Group Benefits Insurance: What Are the Advantages?

CSM Magazine

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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Sabio Group Announces Expanded Partnership With Google Cloud and Twilio

CSM Magazine

Sabio Group, the digital customer experience (CX) transformation specialist, has expanded its partnerships with Google Cloud and Twilio by building a new solution to rapidly deploy Google Cloud Contact Center AI (CCAI) across the Twilio Flex platform.

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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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WFH Guidance for ARM: Best Practices from The CMI Group

LiveVox

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.

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Hosted VoIP: Call Queues vs Ring Groups

Jive

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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Keynote Speakers Announced for Sabio Group’s Flagship Digital Transformation Event, Disrupt

CSM Magazine

Sabio Group, the digital customer experience (CX) transformation specialist, has unveiled the keynote speakers for its flagship European technology event.

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Rentokil Initial Embarks on Global Digital CX Project with Sabio Group

CSM Magazine

The global delivery, which is being supported by Sabio Group , the digital CX transformation specialist, will help to standardise Rentokil Initial’s customer experience (CX) processes and technology. ” About Sabio Group.

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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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What is a Hunt Group and How Does it Work – Explained

JustCall

What is a Hunt Group & How Does it Work? The ability to create and manage hunt groups is a perfect example of a robust and helpful feature. This article will walk you through the concept of a hunt group and everything else you need to know. What is a Hunt Group?

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Sabio Group’s ‘makepositive’ Secures Digital Infrastructure Builder CityFibre on Multi-Year Contract

CSM Magazine

Sabio Group’s Salesforce CRM consultancy business, ‘makepositive’, has secured a multi-year contract with CityFibre, the UK’s largest independent full fibre platform. ” About Sabio Group.

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TCN to Host Second Annual C3 Virtual User Group Conference for Contact Center Professionals 

TCN

The post TCN to Host Second Annual C3 Virtual User Group Conference for Contact Center Professionals appeared first on TCN. WHAT TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact.

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TCN to Host Second Annual C3 Virtual User Group Conference for Contact Center Professionals 

TCN

The post TCN to Host Second Annual C3 Virtual User Group Conference for Contact Center Professionals appeared first on TCN. WHAT TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact.

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ABCs of Data Normalization for B2B Marketers

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!