Telecom Expense Management in Call Centers

Bright Pattern

TelecommunicationsVoice call charges constitute a significant share of call center expenses.

Drive to 15 – How Minimum Wage Increases Will Impact Businessess & Contact Centers

Taylor Reach Group

Call centre consulting Contact Center Contact center consulting Economic Development News Ontario Minimum Wage Opinion Telecommunications UncategorizedDrive to $15 - How Minimum Wage Increases Will Impact Businesses & Contact Centers.

The History of Telecommunications and Contact Centers


The post The History of Telecommunications and Contact Centers appeared first on Sharpen Contact Center Software. Contact center technology from beginning to end.Less than 65 years ago, call centers didn’t exist. Can you imagine having to go to a store or write a letter if you had an issue with a product?From From telephones, to email, text, and live chat, the technology that makes up the modern contact center has come a [.]. Read More.

Create Value for Clients Through Expanded Business Solutions

Contact Center Pipeline

Companies of all shapes and sizes have turned to contact centers for their one-of-a-kind proficiency and telecommunications experience since the conception of the call center in the 1980s.

Amazing Business Radio: Jason Bradshaw


At just fourteen-years-old, he started his own telecommunications and hardware distribution business. Jason Bradshaw Explains Wow is Not About Champagne, Caviar, or Fireworks. How can you create the best experiences for your customers?

The Extra Mile or The Last Mile?

CX Journey

According to Investopedia, the last mile is: a phrase used in the telecommunications and technology industries to describe the technologies and processes used to connect the end customer to a communications network. Image courtesy of S.O.O.C

Photo Album: Team Convoso at Call Center Week Las Vegas 2017


Joined by all the brightest minds in telecommunications, team Convoso spent the week of June 27-30 as exhibitors at Call Center Week 2017. The highly anticipated event took place in The Mirage in Las Vegas, Nevada.

Key Learning from 15 Years of Net Promoter Stats

Beyond Philosophy

Tesco Mobile: The UK-based mobile firm has a larger base of loyal Customers than O2, the telecommunications provider that Tesco rebrands for their Customers. Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies. I love Netflix. It is simple. You can start and stop it when you want.

Shocking! Telecoms Fail Again!

Beyond Philosophy

Bill Nelson (D-FL) stepped in and wrote a letter to nine telecommunications companies asking them to provide rebates for service fees during outage periods and issue a 60-day moratorium on late fees.

How to Create Your Punch List for Quick CX Wins


Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless.

Columbia Sportswear Takes Customer Service to the Cloud


In 2010, Kristina Coker, Enterprise Mobility & Telecommunications Engineer, created a Request for Proposal (RFP) with a long wish list of ideal characteristics of a new contact center system including: Support for a wider range of communication channels. From its humble beginnings as a hat business founded by German nationals who fled Europe in 1938, to a global corporation with five brands, Columbia Sportswear is made up of real people who are passionate about the outdoors.

Guest Blog: Debunking Five Artificial Intelligence Myths – Real Tales of AI in Customer Experience


Subsequently, brands from telecommunication companies to retailers have seen impressive results. This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. I am reading articles every week about AI and find it’s impact fascinating. Shep Hyken. If you’ve read or seen any media lately, you know that the Artificial Intelligence hype is off the charts.

Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

For the telecommunications industry in Australia, for example, search your company name on Whirlpool.

5 Top Customer Service Articles For the Week of June 5, 2017


by Scott Stone (CustomerThink) If you think customer experience is an issue of priority only for customer-facing industries like retail and telecommunications, think again: Statistics show that customer experience affects all industries directly.

Can Bandwidth Be Your Customer Experience Advantage?

Call Center Coach

RTC : Real-time communications (RTC) is a term used to refer to any live telecommunications that occur without transmission delays. Are you a seeker of new things? What about re-discovering the old? I sure do get excited when these two things happen simultaneously.

Just because its LEGAL, does not mean its RIGHT! The importance of openness & transparency in Customer Experience


If you cannot trust your bank to be open and honest……or your utility company……or your telecommunications provider……or your retailer…… is there anyone else left?

New Research Confirms – Honey Preferred Over Vinegar, Part Two


As a former CSR myself (approximately three years with very well-known telecommunications provider and two years with a large financial institution) I can personally corroborate these results. In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Cloud Cushions the Holiday Customer Service Crush


For this reason, Verizon Enterprise Solutions , a recognized leader in contact center solutions and global telecommunications, has teamed with inContact , a leading provider of cloud contact center software and agent optimization tools.

Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry


Ironic given there a telecommunications company – so when I finally got past the irritating IVR and to the place I though I needed to be I of course hit the queue. Allow me to start this post by asking a question. Do you ‘like’ your Telecoms provider?

Contact center outsourcers move strongly to omnichannel—brands’ attitudes need to catch up to that change

Ian Jacobs

For example, more than two-thirds of telecommunications technology decision-makers at companies with midsize or larger contact centers report they are interested in outsourcing some or all of their contact center seats or have already outsourced them. Contact center outsourcers have gotten a bum rap. Customers frustrated with offshore accents, agents with no power to actually solve problems, and overly scripted interactions have complained, sometimes loudly, about the practice.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)


In some industries, such as telecommunications, public sector, or utilities, the very phrase “call center” is synonymous with “bad experience.” Investing in the right call center monitoring software is imperative for today’s call centers.

5 Ways to Find Customer Pain Points


For example, keywords such as “cheap mobile plan with SMS” reveal to telecommunications companies that their customers are seeking affordable plans that include SMS features, giving them valuable insight into what their services should include. Knowing your customers’ pain points is the first step toward giving them the products and services they want. Pain points are generally considered obstacles that prevent customers from finding the solutions they need.

Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

Connecting the Dots

As we start bundling services in the banks and in telecommunications, we’ve seen the complexities rise. CCMC ~. This podcast is brought to you by the Center for Services Leadership, a groundbreaking research center in the W.P Carey School of Business at Arizona State University.

The Top 10 Worst Companies You Called in 2017


The ACSI also reports that call center satisfaction is the lowest ranked customer experience benchmark across the telecommunications industry.

Customer Reach – December Newsletter

Taylor Reach Group

Banks, insurance companies, telecommunications service providers and even hospitals successfully manage customer service and build brand loyalty with a strong CCO. . Newsletter. Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Quality Assurance - Avoiding Gray Areas . Increasing Costs in the Contact Center Due to Increased Efficiency . Disaster Preparedness, Recovery and Business Continuity .