Expivia

FEBRUARY 18, 2024

The emergence of AI and machine learning technologies has paved the way for a new paradigm in customer service—one that emphasizes not just efficiency but personalized, intelligent interactions. With a strategic focus on technology and AI, Expivia has redefined what it means to be a BPO partner.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

CX Global Media

JUNE 23, 2018

Having a conversation, like we do in our personal worlds. Brad Cleveland : You know in this industry we’ve been working on for preventing contacts and self-service for three decades now. The web came along in the early nineties and that really expanded the opportunities for self-service.

Contact Center 195

Contact Center Customer centricity Self service Strategic Value 195

Upstream Works

AUGUST 5, 2021

One reason for rising cloud adoption is the variety of strong use cases, including better agent engagement, smarter call routing, improved self-service options, richer management reporting, more personalized CX, and more. Rich Features Offer Personalized CX. Scalable Operations On The Fly.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

teleopti

APRIL 30, 2019

Larger organizations might even seek to hire a dedicated person with engagement written into their job description, a new form of CEO or “Chief Engagement Officer”. Communicate the strategic value of the individual – engaged people go above and beyond what is expected of them because they feel part of a purpose larger than themselves.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Amity

JUNE 11, 2018

Foundational Customers: These customers are smaller in revenue and strategic value. In the initial development stage of a company, this band of customers is referred to the customer support center and the self-service tools you have to offer them. There are several options to provide support to these customers.

Strategic Value 91

Strategic Value Customer retention SaaS Sales 91

COPC

SEPTEMBER 9, 2019

In the past, the organization of a typical contact centre was like a tall chimney – agents, products and operations were all lined up vertically, and each function did its own thing in its own silo, but no person or department was able to clearly see the whole picture. By the middle of 2018, the average daily volume of self-service was 4.84

industry standards 40

industry standards Self service Strategic Value Finance 40