2018 Call Center Industry Report


The post 2018 Call Center Industry Report appeared first on Liveops. Call Center Industry

Operational Challenges in the Call Center Industry


All industries benefit from innovation and customer support is no different in this regard. There are numerous issues for which call center managers and leaders must account in running a successful customer support operation.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

You Need These 9.5 Skills to be Friendly Enough for the Customer Service Industry

Steve DiGioia

This is the worst possible scenario for those in the service industry. skills to be friendly enough for the customer service industry. But what if I asked you if you’re friendly enough for the customer service industry? Skills to be Friendly Enough for the Customer Service Industry appeared first on Steve DiGioia. Skills to be Friendly Enough for the Customer Service Industry Friendly Enough for the Customer Service Industry service industry

Contact Center Industry Perspectives and Resources


No matter the industry and state of business, this is an unprecedented and a necessary time for strong leadership.

2021 Industry Expert Contact Center Predictions (Replay)

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

Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare 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. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.

Call Center Service Levels: Calculations, Metrics, & Industry Standards


Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years.

Continuum Global Services: Launching A New Contact Center Industry Brand

Contact Center Pipeline

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage. Contact Center Industry Trends In February 2019, Century City-headquartered investment firm Skyview Capital completed its acquisition of customer care assets […].

The Technology Industry NPS® Benchmarks


The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. The post The Technology Industry NPS® Benchmarks appeared first on CustomerGauge. Blog Featured Net Promoter benchmarks Net Promoter News News NPS Technology IndustryCompanies like Apple, Dropbox, Cisco, HPE Software and Veeam Software have served as real examples to other businesses for customer-centricity and above all business growth.

New Fleet Management Industry Trends In 2021-2022

CSM Magazine

The last year has changed our lives dramatically, and lots of industries have undergone various changes. The fleet management industry has also learned how to adapt to the challenges. For example, fleet industries pay more attention to sanitization.

EVE Cortex: The first scalable visual AI assistant in the industry


The post EVE Cortex: The first scalable visual AI assistant in the industry appeared first on TechSee. The pandemic was the catalyst that pushed many service organizations to re-think the way they interact with customers.

Delivering Great Customer Service in the Healthcare Industry

Help Scout

Every industry has its nuances. Why customer service is important in the healthcare industry. And similar to other industries, positive interactions could also mean patients are more likely to continue using your services, which is good for everyone involved.

Contact Center Virtual Summit: July 7 - 27, 2019

Join us as we bring together the best contact center experts and hottest tools in the industry for you to optimize performance, hire right, and retain your best agents. These sessions will show you the strategies top people in the industry are using and recommend.

Customer Service Tips for the Hospitality Industry

CSM Magazine

There can be no hospitality industry without customer service, and it’s customer service that can make or break a business in the industry. And although the customer is necessarily always right, businesses in the hospitality industry must endeavor to always keep them satisfied.

How Does Customer Service Work in the Gambling Industry?

CSM Magazine

Cochran, an online casino expert, explains how online casinos operate and how the poker industry’s customer service works. These six steps explain how customer service at online casinos and the poker industry work. Passionate towards their work and the industry.

Customer Service Challenges in the Online Gaming Industry

CSM Magazine

Keeping customers happy and helping them with problems is something that organizations in every industry have to contend with. There is still a long way to go in this regard, but the more the industry speaks about and confronts its demons, the faster the healing can occur.

Customer Health Score Industry Trends


The post Customer Health Score Industry Trends appeared first on. You’ve onboarded the customer, took him through the entire process and your customer has started using your product. Great! But your job is not done here. You need to check how well they are profiting from your product.

2021: Emerging AI trends in the telecom industry


No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. Let’s take a look at some of the telecom industry trends that are being driven by the expansion into AI: Network optimization, preventive maintenance, Virtual Assistants, and robotic process automation (RPA). Top AI Trends in the Telecom Industry.

How to Overcome the Pain Points of Your CRM

CRM software is a powerful tool when used correctly, yet another obstacle to a sales team’s efficiency when it’s not. Leveraging research and commentary from industry analysts, this eBook explores how your sales team can get back valuable time by overcoming some pain points with your CRM, such as low adoption rates, integrations, and data quality.

New Research Digs Into Industries And Consumer Feedback Patterns

Experience Matters

Since then, we’ve actually published a number of new research reports with an emphasis on industry-specific data. consumers and examine almost 300 companies over 20 industries. Business impact Customer experience CX - Customer Experience Enlighten Industry Data

Merchants continues to be recognised as industry leader


Last week, the Merchants team took home four industry awards from both the Contact Centre Management Group (CCMG) 2021 Awards and Business Continuity Institute (BCI) Africa’s 2021 Awards.

CSAT, NPS, and CES: Customer Satisfaction Score Industry Benchmarks


You might be wondering what makes a good customer satisfaction score in your industry. And that is why, today this blog will walk you through CSAT, NPS, CES – the three customer satisfaction score industry benchmarks. Let’s check out these CSAT benchmarks across several industries.

Call Center Service Levels: Calculations, Metrics, & Industry Standards


The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period

How ZoomInfo Helps Overcome the Top Pain Points of Inside Sales

Recent digital transformation has shifted the B2B landscape by ushering in the era of buyer empowerment. With more access to user reviews, analyst opinion, and industry research, decision-makers are more informed than ever while navigating what is now known as the “buyer’s journey.”

Current Trends And The Most Prevalent Industries In BPO


And, if you are planning to choose BPO as a business to offer Customer Support Services, being aware of the current trends in BPO and what’s going on in the industry is priceless. However, knowledge about the most popular industries in BPO is a plus.

Industry Secrets Leaked – Predicting Customer Behavior!

Beyond Philosophy

The post Industry Secrets Leaked – Predicting Customer Behavior! Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. However, reliably predicting your Customers’ behavior is going to be difficult even under the best of circumstances.

The Best Industry Ideas for Customer Service Over the Phone


Find out more about Spearline Spearline is the telecommunication industry’s leading network intelligence company. The post The Best Industry Ideas for Customer Service Over the Phone appeared first on Spearline.

Customer retention in the telecom industry – new thinking


With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Churn in the telecom industry. Enhancing customer retention in the telecom industry.

The Impact of Direct Dials on Sales Productivity

Leveraging the latest industry research, this eBook highlights the impact of direct dial phone numbers on sales productivity with the goal of empowering reps to have more conversations with prospects, and consequently, schedule more meetings, increase opportunities, and close more business - fast.

4 Essential Tips for Customer Service in the Medical Industry

CSM Magazine

Healthcare isn’t only about giving aid to people in need of medical attention, but it’s also a part of the customer service industry. They’re unable to provide the level of care you want since you hired someone who doesn’t have the right personality or outlook in the medical industry.

Innovation in Lending Marketplace Solution Disrupts Industry


Golden Bridge Awards Recognizes Concentrix Tigerspike for Best Financial Services Solution The coveted annual Golden Bridge Awards program recognizes and honors the world’s best programs from every major industry in the world.

A promising answer in the insurance industry talent crisis


With two-thirds of working Americans anticipated to take part in the gig economy in less than 10 years, the uber-traditional industry of insurance is making inroads into this paradigm. In the gig economy, there are all kinds of challenges in navigating liabilities and industry giants are assessing how to respond. This includes the insurance industry. Industry giants already sourcing remote workers include Humana, United Health and Anthem.

Guest Blog: What Hospitality Industry Has Taught Us About Customer Service Best Practices


This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. I agree that the hospitality industry seems to be the perfect place to find excellent examples of good (and bad) business practices as well as examples of customer service. Hospitality, we can say, is a pretty ‘old’ industry.

Best Practices for a Marketing Database Cleanse

As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.

Emerging Technology and AI in the Contact Center Industry


The contact center industry has seen a big growth in the demand for their services. Some of the different emerging technology and AI available in this industry includes: EQ From Top-Down One … Emerging Technology and AI in the Contact Center Industry Read More ».

COVID-19: Driving Growth of Chatbots in The Healthcare Industry


A number of industries started to believe they can be a great help for their business and can support when they are focussed on fixing a number of other issues.A The post COVID-19: Driving Growth of Chatbots in The Healthcare Industry appeared first on Kommunicate Blog.

Enriching the Customer Experience Works in Any Industry

Steve DiGioia

As an industry, real estate, and property management in particular, is often viewed by consumers as being very “old school” and “behind the times”. BF : Property Management is renowned as a transient, high turnover industry with burnout a common problem. So in this particular industry a healthy and engaged workforce is the ultimate competitive advantage. Guest post by Ben Motteram This original article was written by Steve DiGioia.

What’s Holding Back the Contact Center Industry?


This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. Just like in many industries, contact centers have their own workplace hazards, and a focus on best practices for dealing with them in a humane way will improve a contact center by leaps and bounds. Meeting the Industry Standard of Service Level.

5 lessons from "Would You Do That To Your Mother" by Jeanne Bliss to Drive Culture

Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA

Take the High Road” : When to walk away from legacy practices that have defined your industry. In this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation.

Workplace Safety for Every Industry

CSM Magazine

While you may associate workplace injuries with high-risk industries such as construction, business in all sectors and with vastly different environments experience workplace dangers. million nonfatal workplace injuries and illnesses were reported by private industry employers in 2018.

Why The Roofing Industry Needs Outbound Telemarketing Services

Quality Contact Solutions

By Steve Korn, Business Development Executive If you are in the commercial roofing industry, outbound telemarketing services need to be in your sales model as the industry has billions of dollars in sales up for grabs each year.

Pandemic relief and restart industry solutions


The post Pandemic relief and restart industry solutions appeared first on Talkdesk Talkdesk helps accelerate return to normalcy with new Small Business Lending and Vaccine Administration solutions.

Customer Service in the Video Gaming Industry

24-7 InTouch

Given the thriving segments of Cloud Gaming and Mobile Gaming, the video game industry was already poised to grow at an extremely fast pace when the COVID-19 pandemic came along. As the industry has evolved, it has also become more complex.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.