Call Experts

APRIL 8, 2024

This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services, including telephone answering and message delivery across North America and the UK. We are grateful for this honor.”

Telemarketing 52

Telemarketing Telecommunications Call Center Answering services 52

Bill Quiseng

APRIL 4, 2024

I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. This prestigious award is presented to industry professionals based on feedback from their connections who vote.

Best practices 60

Best practices Contact Center Feedback Customer Service 60

CCNG

JUNE 15, 2022

Here are four ways to expand your view: Use your professional network to expand your vision beyond your immediate market and specific industry. A cross-industry network gives you access to a diverse set of perspectives and insights, and colleagues who can offer new strategies and ideas.

Best practices 195

Best practices CCNG Consulting Consulting 195

The Northridge Group

JULY 6, 2022

Thus, it comes as no surprise that we are seeing it trickle down to healthcare contact center associates, causing them to leave their jobs, with both payers and providers, at increasing rates since the onset of the pandemic. The COVID-19 pandemic intensified associate stress levels, pushing some to leave their jobs.

contact center associations 119

contact center associations Contact Center Healthcare Call Center 119

CCNG

MAY 11, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. With our industry's continued frenetic growth and recent staffing shortages, we have become so fixated on headcount that we often end up treating the hiring and training process as a production assembly line.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. At-Home or In-Office Work So which environment is better for work productivity?

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Contact Center Pipeline

OCTOBER 5, 2020

Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. Admittedly, at this point, company leaders, employees and customers are feeling the strain associated with a prolonged […].

Customer Service 194

Customer Service Employee engagement Contact Center Call Center 194

ShepHyken

JANUARY 14, 2024

Based on this article and a Qualtrics study, this may be true, but some industries, such as consumer payment companies (Venmo and Square) and banks, have gained consumer trust. My Comment: This article starts with findings from 300 retail sales associates interviewed for the Voice of Retail Sales Associate report.

Customer Service 145

Customer Service Best practices Metrics Banking 145

Contact Center Pipeline

SEPTEMBER 7, 2021

Everyone in the contact center industry is accustomed to looking at numbers associated with cost per acquisition, connection rate and lead conversion rate. Give me cold, hard facts and figures and I’m able to build strategies and implement processes to improve those numbers. We track these key […].

Contact Center 147

Contact Center 147

ShepHyken

JANUARY 14, 2024

Based on this article and a Qualtrics study, this may be true, but some industries, such as consumer payment companies (Venmo and Square) and banks, have gained consumer trust. My Comment: This article starts with findings from 300 retail sales associates interviewed for the Voice of Retail Sales Associate report.

Customer Service 140

Customer Service Best practices Metrics Banking 140

AWS Machine Learning

MARCH 12, 2024

AWS Clean Rooms allows you to run an audience overlap analysis and generate valuable insights while avoiding risks associated with other current approaches. Each collaboration member associates their own data to the collaboration. Choose Associate table. Choose Associate table. The queries are logged to Amazon CloudWatch.

Advertising 99

Advertising Accountability APIs Best practices 99

Call Experts

DECEMBER 19, 2023

The CAM-X Award of Excellence is presented annually by the Canadian Call Management Association ( CAM-X) , the industry’s Trade Association for providers of call center services, including telephone answering and message delivery. Call Experts of Charleston, SC has been honored with the exclusive 2023 CAM-X Award of Excellence!

Telemarketing 52

Telemarketing Call Center Answering services Accountability 52

LiveVox

OCTOBER 23, 2023

While often associated with industries like retail and hospitality, CX has also emerged as a transformative force in healthcare management. From optimizing patient interactions to streamlining administrative processes, integrating CX principles has reshaped the healthcare landscape, ushering in a new era of patient-centric care.

Healthcare 83

Healthcare Management Customer Experience 83

Cisco - Contact Center

JUNE 27, 2023

Today’s transportation blog is guest authored by Alex Clark , Cisco IIoT Transportation Industry Specialist The International Air Transport Association ( IATA ) recently reported that global air traffic … Read more on Cisco Blogs

Transportation 90

Transportation 90

The Northridge Group

NOVEMBER 30, 2021

Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. Empathy fatigue is unsettling in the world of customer service, especially in high-stress industries such as healthcare, travel and finance. Customer pain points are also pain points for customer service associates.

Customer Experience 141

Customer Experience Airlines Coaching Finance 141

C3Centricity

APRIL 23, 2024

However, according to a recent Data & Marketing Association (DMA) study, the average ROI for digital (email) marketing in 2022 was $36 for every $1 spent. Of course, this figure varies by industry, with retail, e-commerce, and consumer goods companies often seeing higher returns thanks to direct purchase links in their emails.

Marketing 90

Marketing Advertising B2B Analytics 90

Contact Center Pipeline

NOVEMBER 21, 2017

The Professional Association for Customer Engagement (PACE) stands alone as the only trade association that provides advocacy, compliance, education and networking to the contact center industry.

Contact Center 149

Contact Center Education Call Center 149

Nicereply

SEPTEMBER 29, 2022

Or is it also good to have your finger on the pulse with industry trends, tips, and advice as they happen and as they are experienced by others? One of the biggest benefits is being in direct contact with customer service managers who have been in the industry for a long time and being able to network with them directly and exchange ideas.

Customer Service 98

Customer Service Best practices Education call center professionals 98

AWS Machine Learning

NOVEMBER 28, 2023

Consequently, establishing mechanisms to assess and manage risk is an important process for AI practitioners to consider and has become a core component of many emerging AI industry standards (for example, ISO 42001 , ISO 23894 , and NIST RMF ) and legislation (such as EU AI Act ). What are the different levels of risk?

industry standards 109

industry standards Engineering Enterprise Government 109

The Northridge Group

OCTOBER 20, 2021

With companies across nearly every industry scrambling to create exciting “digital first” customer experiences , it’s easy to imagine that human associates in traditional customer service contact centers could be left behind. In a “digital first” customer service environment, associates should expect simple calls to be scarce.

Contact Center 111

Contact Center contact center associations Customer Care Engineering 111

Hodusoft

SEPTEMBER 26, 2023

Staying ahead of the competition and providing innovative solutions to customers requires not only a commitment to innovation but also active participation in industry associations and alliances. To achieve this, the association brings together leading companies, service providers, and technology innovators.

Telecommunications 52

Telecommunications Contact center software call center software Education 52

CSM Magazine

SEPTEMBER 26, 2023

The SOCAP IMPACT Supreme Trainer award is presented to the individual that has demonstrated outstanding expertise and excellence in training and development within the customer service industry. With over 1000 members from 200 industry leading US companies, Premier BPO was recognized for 2 out of 5 awards.

outsourcing 59

outsourcing Customer Service Customer Care Technology 59

Call Experts

JUNE 22, 2023

This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services, including telephone answering and message delivery across North America and the UK. We are grateful for this honor.”

Telemarketing 52

Telemarketing Telecommunications Call Center Answering services 52

AWS Machine Learning

MARCH 29, 2024

The associated Amazon Lex chatbot is configured with an escalation intent to process the incoming agent assistance request. The Lambda associated with the WebSocket API first stores the Talkdesk conversation ID to WebSocket client ID mappings in Amazon DynamoDB. Bruno Mateus is a Principal Engineer at Talkdesk.

Cloud contact 92

Cloud contact Chatbots Contact Center APIs 92

Quadient

MAY 23, 2022

The time required to complete the wrap-up process varies greatly by industry and mission of the contact center, but a common industry estimate is six minutes. Quadient is a global leader in the document management industry. Principal of Pelorus Associates. Wrap-up is the fulfillment phase of the interaction. Dick Bucci.

Contact Center 105

Contact Center CRM Call Center Personalization 105

VirtualPBX

JULY 13, 2023

Below are three examples of call routing by industry flows suggest by Artifical Intelligence (AI). call routing flow for a business in the legal industry Welcome Message: Start with a professional and friendly greeting, thanking the caller for reaching out to the law firm. To speak with a store associate, press 4.

Healthcare 98

Healthcare Consulting Consulting Finance 98

Fonolo

MAY 13, 2021

Call centers have many moving parts and associated fees that may not be immediately obvious. If you have a contact center hosted on a cloud server, you’ll need to account for the associated fees. Consider costs associated with services your business relies on, such as call-back technology. TELCO costs. Staffing costs.

Call Center 129

Call Center Contact Center outsourcing CRM 129

OctopusTech

JANUARY 24, 2024

In the busy world of 2024, virtual assistants play a bigger role than before, appearing in a wide range of industries, including healthcare and real estate. Virtual assistants, whether human or digital, assume multifaceted roles, covering administrative tasks, customer inquiries, and industry-specific support in real estate and healthcare.

Real estate 62

Real estate Healthcare Scripts Technology 62

The Northridge Group

MARCH 21, 2022

The study found that churn in the telecom industry is most often due to high customer effort and revealed that, of those who canceled contracts with their providers, 51% cited having to call more than once about the same issue as a reason. The value of reducing repeat calls. billion to U.S.

Wireless 110

Wireless Analytics Average Handle Time Contact Center 110

Transparent BPO

MARCH 10, 2023

How One Recent Article Inspired us to Speak Up and Spark Change in the Industry By Heather Sandusky, VP of Training; Marilyn Soares, VP of Client Services; Natalie Dickey, VP of Finance The President of the Global Services Association of Jamaica, Anand Biradar, is of the belief that over the next five to ten years, […] The post <strong>More (..)

Finance 71

Finance Business Process Outsourcing outsourcing Contact Center 71

Andrew Mcfarland

SEPTEMBER 23, 2022

Those interested in becoming a Business Development Associate must be prepared for various duties. The exact responsibilities and education required for this position will depend on the specific company and industry. However, a critical trait a Business Development Associate must have is attention to detail.

Education 48

Education Automotive Sales Finance 48

JustCall

APRIL 2, 2021

In the healthcare industry, there is no scope for compromising patients' data. Medical practitioners, as well as healthcare industry professionals, handle sensitive patient information. Businesses and professionals in the healthcare and health insurance industry know the perils of patient data breaches.

voip 96

voip Healthcare Interactive Voice Response CRM 96

Zappix

JANUARY 2, 2024

With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing On-Demand Digital Customer Service and Visual Self-Service solutions to the market. The post Marketing Associate appeared first on Zappix.

Marketing 52

Marketing Self service Big data Analytics 52

AWS Machine Learning

APRIL 16, 2024

Generative artificial intelligence (AI) is transforming the customer experience in industries across the globe. Its specialized hardware and associated firmware are designed to enforce restrictions so that nobody, including anyone in AWS, can access your workloads or data running on your Amazon Elastic Compute Cloud (Amazon EC2) instances.

Engineering 118

Engineering Personalization Accountability Customer Experience 118

ChurnZero

JANUARY 18, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. Taking a decrease in pay for a new opportunity is not an option for many candidates.

Consulting 98

Consulting Consulting SaaS Feedback 98