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.

If You are Confused by Corporate Telecom Billing, You are Not Alone

The Northridge Group

Telecom and Technology Management corporate telecom billing telecom billing telecom expense management telecommunicationsTelecom invoices are very confusing for many consumers.

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.

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.

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right

Brad Cleveland

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

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.

The key to an effective marketing spend is alignment with the contact center, and the proper focus on the floor: The Quality Conversation

Robert Davis

Conversely, we were engaged by the marketing leader of a telecommunications company who was in front of the issue. By Brad Baumunk , President and COO. How much money does your company spend marketing products and services, which generates calls into your contact center?

New report finds dissatisfaction in knowledge-based authentication


In our recently released 2018 State of Call Center Authentication report , we surveyed 127 contact center professionals whose focus is in customer experience or operations in financial services, e-commerce and telecommunications.

5 Tangible Benefits only a Call Center can offer the ISP Industry


Though ISP industry bears some close resemblance to the telecommunication sector, it still has got its own set of rules to follow and learn from customer expectations all while working in close proximity with ever-changing government regulations.

New report finds dissatisfaction in knowledge-based authentication


In our recently released 2018 State of Call Center Authentication report , we surveyed 127 contact center professionals whose focus is in customer experience or operations in financial services, e-commerce and telecommunications.

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.

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.

The State of UK Communication Service Providers Survey

ijgolding are conducting a study in the UK, seeking to understand which telecommunication service providers explicitly have which customer experience issues and what could be done to improve them.

New Ways to Customer Acquisition and Retention in the Contact Centre


Modern mobile telecommunication providers now allow the simultaneous use of the voice, text, and data channel. With choice comes demand. Consumers in many industries now change vendors more quickly than in the past, which makes a great customer experience more important than ever.

Don’t Blow Up Your Customers

The Center for Client Retention

Nortel, once a telecommunications giant, noticed a shifting tide in their customers’ buying processes. Today we are excited to share with you a guest post from Jana Sedivy. When I was 14 years old, I blew up our kitchen.

What Is Ringless Voicemail? A Complete Overview of Ringless Voicemail

Dialer 360

With the latest innovative technologies, the growth of the telecommunications sector getting more advanced. With the Ringless Voicemail is quite often use for the customer outreach. This is can also use internally to disseminate message across various departments.

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.

5 Tips for Sales Agent Communications


For example, an agent for a telecommunications company might explain the benefits of a phone and internet subscription and then ask the customer if his current provider—or current package with the company—is satisfying his needs. The rise of omnichannel practices has undoubtedly increased pressure on brands to capitalize on every sales opportunity.

Sales 48

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.

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.

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?

RCDA drives KPI achievement through call flow enhancement and agent and leadership development

Robert Davis

Telecommunications Company. Telecommunications Company. By Brad Baumunk , President and COO. RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development.

Practical Ways to “Stay Calm and Carry On” When Dealing with Difficult Customers


This did wonders in calming my frustrations when dealing with a major telecommunications provider over a mistake in my cell phone bill.

27 Years of Call Center QA

CSR Inc.

Just over two-and-a-half decades later, massive consolidation has led to a significantly smaller telecommunications industry index, and technology advances continue to displace workers. It’s hard to believe that CSR has been in business for 27 years this August. Happy birthday to CSR Inc.!

Contact Center Industry Stats – Technology

Taylor Reach Group

Regulators are working with the telecommunications industry to find ways to authenticate calls which would help unmask the callers. Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. as well as statistics related to the various Contact Center channels.

Is Outbound Telesales Making a Comeback?

Robert Davis

By Nick Jiwa , President of CustomerServ ( Originally Published on March 26, 2018 at [link] ). The death knell for outbound telesales has sounded countless times over the years.

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.

Bringing it into the Home: Customer Service in the Field

CSR Inc.

For the telecommunications industry in particular, this change has been pronounced. Customer service isn’t what it used to be , but I don’t mean that in a negative sense.

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.

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.

Call Center, Contact Center and Customer Experience Events – April 2018

Taylor Reach Group

Monetising Big Data in Telecoms World Summit 2018 draws together highly-regarded expert speakers from across the ecosystem of telecommunication industry an big data analytics solution providers to present to you the latest key trends and development in monetizing internal and external big data. At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience.

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.

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.

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

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.

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.

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?

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?

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.