ShepHyken

DECEMBER 23, 2022

2023 will be all about customer lifecycle management (CLM). This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. Predictable.

Surveys 173

Surveys Education Enterprise Technology 173

CSM Magazine

AUGUST 29, 2022

Today’s customer services teams conduct most of their daily operations online. A cyber attack would not only hinder your ability to provide customer service, but it could also cause serious financial and reputational damage. Why are customer service teams vulnerable to attacks?

Customer Service 52

Customer Service outsourcing Accountability Consulting 52

Real Blue Sky

FEBRUARY 2, 2023

These goals are often centered around technology choices, resource planning, cybersecurity, and innovative IT strategies. A fractional CIO can provide the same strategic advice, planning, and guidance a full-time CIO would, but at a fraction of the cost. Let’s examine some ways a fractional CIO could benefit your organization.

industry standards 52

industry standards Consulting Consulting Technology 52

Real Blue Sky

FEBRUARY 2, 2023

These goals are often centered around technology choices, resource planning, cybersecurity, and innovative IT strategies. A fractional CIO can provide the same strategic advice, planning, and guidance a full-time CIO would, but at a fraction of the cost. Let’s examine some ways a fractional CIO could benefit your organization.

industry standards 52

industry standards Consulting Consulting Technology 52

Hodusoft

APRIL 19, 2022

Channel Partner Conference and Expo had brought together 6,000+ agents, MSPs, VARs, consultants, integrators, and service providers aiming to drive businesses forward with the latest technologies. Cybersecurity and risk management after the emergence of 5G is also a concern for big players in the game.

Telecommunications 52

Telecommunications voip Analytics Technology 52

Skybridge

APRIL 6, 2020

America’s biggest companies are racing to overhaul customer-service operations that are ill-equipped to have employees working from home amid a pandemic. Some companies ask that customers manage their issues online or suggest that they hold off on seeking assistance altogether. Meantime, customer-service setups in the U.S.,

Airlines 76

Airlines Wait times Call Center Banking 76

AWS Machine Learning

DECEMBER 5, 2023

At the same time, enterprise security, compliance, data management, and information offices are apprehensive of exposing or leaking plain text customer information or other regulated data outside of the enterprise. Speed is of the essence, and adoption of LLM technologies can make or break a business’s competitive advantage.

Enterprise 94

Enterprise Engineering Technology Finance 94

Select VoiceCom Blog

MARCH 21, 2023

According to the Boston Consulting Group , resilient businesses gain a competitive advantage during crises because they cushion the impact of the major event, as well as recover and adapt quickly. The survey results indicate that businesses prioritising flexibility and resilience are better equipped to manage disruptions.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Government Surveys 52

Call Experts

NOVEMBER 28, 2018

To reduce risk and improve client/employee management process. Organizations have also discovered the benefits of AI capabilities in product development and service operation management. Cloud-based systems allow for fast universal changes, access to data from anywhere, and reduction of cybersecurity vulnerabilities.

outsourcing 58

outsourcing Call Center Answering services Benchmark 58

Skybridge

MARCH 30, 2020

America’s biggest companies are racing to overhaul customer-service operations that are ill-equipped to have employees working from home amid a pandemic. Some companies ask that customers manage their issues online or suggest that they hold off on seeking assistance altogether. Meantime, customer-service setups in the U.S.,

Call Center 59

Call Center Airlines Customer Service Wait times 59

Outsource Consultants

JULY 4, 2018

Cybersecurity is always in jeopardy and many companies simply aren’t prepared for attacks. Many companies even use password management services that store all passwords in a “vault” and frequently update them to make it more challenging for cybercriminals to decode them. 5 Ways for Contact Centers to Keep Customer Data Safe.

Contact Center 52

Contact Center outsourcing Call Center CRM 52

AWS Machine Learning

MARCH 23, 2023

Applications and services can call the deployed endpoint directly or through a deployed serverless Amazon API Gateway architecture. This is joint post co-written by Leidos and AWS. Fully homomorphic encryption (FHE) is the strongest notion of this type of approach, and it allows you to unlock the value of your data where zero-trust is key.

Scripts 93

Scripts APIs Government Analytics 93

Natalie Petouhof

MARCH 11, 2016

Capgemini announced that it is dedicating more global resources to help enterprise customers build and migrate applications on Amazon Web Services (AWS). A Note From the Executives: Terry Wise, Vice President of Worldwide Partner Ecosystem, Amazon Web Services, Inc. How Big is the Team?

Enterprise 40

Enterprise Analytics CRM Consulting 40

AWS Machine Learning

MARCH 15, 2024

This is a guest blog post written by Nitin Kumar, a Lead Data Scientist at T and T Consulting Services, Inc. In this post, we discuss the value and potential impact of federated learning in the healthcare field. This isolated legacy data has the potential for massive impact if cumulated.

Healthcare 96

Healthcare Government Best practices Engineering 96

ChurnZero

NOVEMBER 19, 2019

Each nomination was carefully reviewed and considered by a panel of judges that included Joel Kallett, Managing Director of Clearsight Advisors; Sam Maness, Managing Director of Defense and Government Services Investment Banking at Raymond James & Associates, Inc.;

Calibration 10

Calibration Chief Customer Officer Government Consulting 10

Global Response

FEBRUARY 1, 2024

Ultimately, you want to partner with a cost-effective call center that aligns with your company values and provides excellent customer service. Ultimately, you want to partner with a cost-effective call center that aligns with your company values and provides excellent customer service. It’s time to call in reinforcements.

Call Center 62

Call Center Abandon rate Interactive Voice Response Average Handle Time 62

Outsource Consultants

JANUARY 19, 2021

The call center outsourcing industry has always had to buck a few assumptions, whether it be the quality of service provided or the benefits it can deliver. But, the global success of call center outsourcing services, and the emerging economies it helps support, seems to be proof enough.

outsourcing 98

outsourcing Call Center call center workforce Technical Support 98

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services.

Contact center software 52

Contact center software Banking Contact Center Finance 52

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: IP PBX Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. It offers a similar suite of services.

Banking 52

Banking Interactive Voice Response Finance Accountability 52

ChurnZero

JANUARY 13, 2022

Amir will lead all post-sales functions, helping customers use the full scope of their products and services to unleash the power of CentralSquare in their communities. As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

CSM Magazine

MAY 8, 2023

Steps to Achieving Data Resiliency A comprehensive data management strategy should include policies and procedures for data backup, disaster recovery, and data retention. This strategy should also outline roles and responsibilities for data management and establish clear guidelines for data access, storage, and disposal.

Best practices 52

Best practices Consulting Consulting Management 52

Vistio

JULY 11, 2022

And for about six and a half years I was on the BPO or Business Process Outsourcing team with a particular focus on customer contact and really enjoyed that outside of Boston and went to Stream Global Services for a short time. Welcome Steven, can I record this call for quality assurance? Absolutely Hailey. Not at all.

Technology 52

Technology Self service Contact Center Analytics 52

AWS Machine Learning

DECEMBER 1, 2023

This is where the AWS suite of low-code and no-code ML services becomes an essential tool. The ability to quickly build and deploy machine learning (ML) models is becoming increasingly important in today’s data-driven world. However, building ML models requires significant time, effort, and specialized expertise.

Engineering 82

Engineering Enterprise APIs Metrics 82

ConvergeOne

FEBRUARY 15, 2022

The cloud provides students access to high-end applications from their personal or lower-cost, district-managed devices, enabling them to take assignments on the go while minimizing the time and distraction teachers face having to reserve individual computer space for their students while on-campus.

Technology 88

Technology Education Enterprise Consulting 88

NobelBiz

MAY 24, 2022

Managing call center agents remotely has become a true challenge for the industry. Of course, including telecommuting in this work may appear to be a rather sophisticated sort of work that may appear to be rather sophisticated compared to typical customer service practice. But how exactly?

Call Center 52

Call Center Management virtual call center Interactive Voice Response 52

PeopleMetrics

JANUARY 25, 2018

Configuration management: Creation of baseline configurations and use of robust change management processes. As the operational leader for several software-as-a-service ( SaaS ) companies over the past decade, I have been required to put my organizations through security audits that test similar control functions (e.g.

Education 79

Education Government CRM Self service 79

Answer Dash

JANUARY 9, 2019

I’ve been lucky enough to work in some type of “customer” area since 2007, starting off in the conference industry, then media about customer management (that’s what we called it), moving on to work in customer service for a Fortune 100 tech company for two years and focusing purely on customer experience thought leadership for the last three years.

Customer Experience 82

Customer Experience Chatbots Chief Customer Officer Technology 82

CSM Magazine

NOVEMBER 20, 2019

For example, when call centers represent medical corporations a delay in service or error can literally shut down an emergency room, leaving patient healthcare at risk for numerous individuals. This creates a web of varying instructions per hospital that would change based on the type of equipment and situation.

Call Center 77

Call Center Finance Government Healthcare 77