SharpenCX

JULY 13, 2017

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.

Telecommunications 40

Telecommunications Contact Center Technology Contact center software 40

The Northridge Group

APRIL 26, 2018

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

Telecommunications 67

Telecommunications Management Technology 67

Bright Pattern

JULY 28, 2017

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

Call Center 64

Call Center Management Telecommunications 64

Bright Pattern

JUNE 20, 2018

His breadth of experience spans start-ups and large enterprise technology companies across a wide range of industries, including business intelligence, large-scale computing systems, and telecommunications. Last week, I had the pleasure of welcoming Bright Pattern’s new Senior Vice President of Marketing, Ted Hunting, aboard our team. Ted is well-known in the contact center space as a thought leader and speaker at many top industry events.

Telecommunications 46

Telecommunications Enterprise Contact Center Marketing 46

Brad Cleveland

DECEMBER 22, 2015

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).

Telecommunications 141

Telecommunications Multi-channel support Customer Service Personalization 141

Nexmo

APRIL 13, 2018

Of all the industries cloud technology has turned on an ear, telecommunications must be near the top. Once fraught with high costs, burdensome inflexibility, and endless complexity, numerous digital innovations have made internal and external communications easier and more affordable than ever. This equalizing effect has helped businesses flourish by granting cheap, easy access to […].

Telecommunications 45

Telecommunications Technology Enterprise 45

TRUSTID

APRIL 27, 2018

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.

Telecommunications 63

Telecommunications Contact Center Surveys Banking 63

TRUSTID

APRIL 27, 2018

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.

Telecommunications 52

Telecommunications Contact Center Surveys Banking 52

ijgolding

MARCH 1, 2018

Stratmetrix.com 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.

Telecommunications 40

Telecommunications Surveys Benchmark Marketing 40

The Center for Client Retention

NOVEMBER 1, 2017

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.

Telecommunications 127

Telecommunications Finance Airlines Enterprise 127

Ian Jacobs

JULY 27, 2015

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.

outsourcing 57

outsourcing Telecommunications Scripts Contact Center 57

Aspect

MARCH 19, 2018

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.

Telecommunications 75

Telecommunications Interactive Voice Response Chatbots Self service 75

Call Center Coach

AUGUST 1, 2017

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.

APIs 139

APIs voip Telecommunications Customer Experience 139

Beyond Philosophy

SEPTEMBER 27, 2017

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.

Wireless 127

Wireless Telecommunications Customer centricity Customer emotions 127

Fonolo

APRIL 11, 2018

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

Telecommunications 89

Telecommunications Management Metrics Contact Center 89

Robert Davis

MARCH 2, 2017

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.

Call flow 52

Call flow Telecommunications Upselling Wireless 52

ShepHyken

AUGUST 15, 2017

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?

Telecommunications 66

Telecommunications Personalization Customer Service Customer Experience 66

360Connext

AUGUST 14, 2017

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.

Real estate 63

Real estate Automotive Construction Telecommunications 63

Robert Davis

APRIL 5, 2018

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.

Telemarketing 52

Telemarketing Outbound sales outsourcing Quality calibration 52

Beyond Philosophy

SEPTEMBER 15, 2015

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.

Telecommunications 92

Telecommunications Banking Benchmark Metrics 92

ShepHyken

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.

Telecommunications 59

Telecommunications B2B B2C Analytics 59

inContact

OCTOBER 5, 2016

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.

Telecommunications 61

Telecommunications Surveys Accountability Customer Service 61

VocalCom

AUGUST 28, 2017

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.

Abandon rate 40

Abandon rate Telecommunications Marketing Contact center software 40

Callminer

FEBRUARY 21, 2018

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.

call center software 67

call center software CRM outsourcing Telecommunications 67

inContact

DECEMBER 9, 2015

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.

At home agents 64

At home agents Telecommunications Engineering contact center solutions 64

ShepHyken

JANUARY 6, 2017

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.

Telecommunications 58

Telecommunications CRM Banking Customer Experience 58

CX Journey

FEBRUARY 24, 2015

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

Telecommunications 65

Telecommunications Technology Customer effort Customer Experience 65

inContact

JANUARY 26, 2016

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.

Telecommunications 52

Telecommunications contact center solutions Contact Center Contact center software 52

CX Journey

NOVEMBER 2, 2016

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

Consulting 82

Consulting Consulting Telecommunications Scripts 82

Taylor Reach Group

MARCH 26, 2018

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.

CRM 43

CRM Telecommunications Big data Call Center 43

ijgolding

AUGUST 18, 2015

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?

Telecommunications 41

Telecommunications Government Advertising Banking 41

ijgolding

NOVEMBER 12, 2015

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?

Telecommunications 44

Telecommunications Customer Experience Accountability Customer effort 44

Connecting the Dots

APRIL 21, 2017

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.

Scripts 52

Scripts Automotive Finance Wireless 52

Fonolo

DECEMBER 6, 2017

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

Telecommunications 0

Telecommunications Airlines Call Center Benchmark 0

Taylor Reach Group

DECEMBER 5, 2017

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 .

Telecommunications 0

Telecommunications Contact Center Government Customer Service 0