Guru Customer Q&A: Via Transportation


Via is a transportation network and real-time ride sharing company. Unlike other ride sharing options, Via Transportation places a major focus on their drivers, offering hourly wages instead of the per-trip model. A startup with multiple customer support contact centers, Via realized a well-adopted knowledge base was the key to keeping support agents and drivers on the same page.

Contact Center Software for Transportation Industry


Recently, we served the ready-to-use HoduCC- omnichannel Contact Center Software to GUO Transportation Ltd. HoduSoft takes pride to announce that the one the top transportation service provider from Nigeria is using HoduSoft’s contact center software to offer improved customer experience to their travelers. GUO Transportation Company Ltd. GUO Transport Company Ltd. The post Contact Center Software for Transportation Industry appeared first on.


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Via Transportation Selects Talkdesk to Support fast-growing customer service operations


Talkdesk customer Via Transportation, Inc. is a transportation network company and real-time ridesharing company headquartered in New York City. The post Via Transportation Selects Talkdesk to Support fast-growing customer service operations appeared first on Talkdesk. Whether in my hometown or off on vacation, ridesharing services provide such a convenience for travel, especially in a busy city like San Francisco where Talkdesk is headquartered.

Next time you visit Dubai, take a public transport


One of the leading organizations in the area of customer care, winning multiple awards for its contact centre operations including a Hamdan bin Mohammed Smart Government Award, is the Roads & Transport Authority (RTA). The RTA has a wide remit including Dubai’s Metro, public buses, private road vehicle registration, traffic management and more, so it has a diverse customer base negotiating Dubai’s busy transport system, with a volume of customer enquiries to match.

Five Ways PSIM Can Bolster Public Transport Safety and Security

Customer Interactions

Over the past decade public transport has readily embraced technology aimed at making operations safer and more secure, with very good reason. “Most major transit systems have intercoms strategically placed on platforms so passengers can summon help if they need it,” explains Tom LaBarbera, Regional Vice President for the Transportation Sector, NICE Security Americas.

VOC Leaders: TransPennine explains why it pays to measure customer satisfaction (video) 


TransPennine Express is a train operating and transportation company with services between the major cities north of England and Scotland. Client Voices Client Stories TransPennine Transportation U.K. We recently sat down with TransPennine Innovation Manager Colin Kelly to discuss how his organization. The post VOC Leaders: TransPennine explains why it pays to measure customer satisfaction (video) appeared first on ForeSee.


What is Customer Success?


Buyer Experience Sales Performance Customer Experience/CX Customer Relationship Management/CRM Performance Metrics Sales Management TransportationWhen we consider customer success as an element in the evaluation of our own enterprise, what exactly are we talking … Continue reading "What is Customer Success?". The post What is Customer Success? appeared first on Cincom Blog.

Importance of Network Security: Part One

Revation Systems

While secure sockets layer (SSL) and transport layer security (TLS) were commonplace on internet browsers, secure real-time protocol (SRTP) for voice media lagged many years behind. Blog encryption internet protocol Network security secure sockets layer transport layer security UC UC applications unified communications user datagram protocol virtual private networks VoIP

Maru/edr and Yodel win at UK Customer Experience Awards 2018


Voice of the Customer specialists Maru/edr and UK parcel carrier Yodel were declared UK Customer Experience Awards’ Silver winner in the ‘Best Transport and Logistics’ category last week. awards Customer experience Retail Transport & Logistics VoCNow in its ninth year, the UK Customer Experience Awards, held on October 11th 2018 at Wembley Stadium, has become the biggest customer experience event of its kind in the world.

Customer Engagement Solutions Continue to Gain Momentum


It also was named a Customer Sales and Service World Award Winner for Best New Product, and secured several million dollar customer wins in the insurance, transportation and financial services sectors. Customer Satisfaction Customer Service Customer Experience Transportation Insurance customer engagement optimization Knowledge Management customer engagement customer focus financial servicesIt’s been a busy summer.

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Sensors Do Not A Smart City Make—Part 3


Public Safety Transportation Mobile Government Public sector Government and Public Sector Internet of Things Citizen Services citizen engagement smart cities local government IoTIn part 1 and part 2 of this blog series, we looked at the background of Smart City initiatives and discussed how combining the networks of sensors and other devices—and particularly the data they generate—can give us powerful and unexpected insights into how to make life better for citizens around the world.


Sensors Do Not A Smart City Make—Part 4


Public Safety Transportation fraud prevention Mobile Healthcare Government Public sector Government and Public Sector Internet of Things Citizen Services security fraud detection artificial intelligence Robotics robotic process automation citizen engagement smart cities local government IoT AI

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Sensors Do Not A Smart City Make—Part 2


Public Safety Transportation Mobile Government Public sector Government and Public Sector Internet of Things smart cities local governmentIn part one of this blog series we asked if now is the time for departments and agencies, who may have been pursuing their own intelligent service projects, to come back together to achieve the 1 + 1 = 3 effect of collective action?

The Phone System App

Contact Center Pipeline

Twenty years ago, I was standing on a loading dock directing the two trucks transporting our new ACD phone system into the building. Ours was an 800-seat center—so, 400 seats per truck, for those of you who are mathematically inclined. Yesterday, I went out to the app store and downloaded an ACD—the entire 800-seat phone […]. Technology ACD call center cloud cloud-bsaed systems contact center hosted systems premise-based systems

Temkin Experience Ratings Industry Snapshot: Rental Cars

Experience Matters

Congratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry. Out of the 12 rental car and transport companies included in this year’s Ratings, National Car Rental earned the highest score with a rating of 72%, putting it in 109th place overall out of Read More.

The environmental impact of remote work


In the UK and the US , and in many other parts of the world, transportation is the largest contributor to greenhouse gas emissions. A lot has been written about the benefits of remote work, both for companies and individuals. One topic that has received considerably less coverage but is increasingly important in the current context is the environmental impact of remote work.

What’s Your Customer’s Panic Question?

Myra Golden

She’d also need to know how she’s going to transport her husband to the facility. Mom, the rehab center will send a van to transport Dad from the hospital to their facility. Why not preempt questions and fear by stating up front that the hardest part, that the transport from the hospital to the rehab center is taken care of? After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away.

How Haulage and Delivery Drivers Have Helped During COVID-19

CSM Magazine

Haulage and delivery drivers are recognised as essential workers, this also includes transport workers in air, water, road, rail, and freight. Since the end of March, the UK government has encouraged the country to stay indoors and only leave for essential or unavoidable reasons.

How to Transform the Customer Experience


If you travel, you know about the potentially long TSA (Transportation Security Administration) security lines. Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. In Matt’s words, “The world is now on-demand and highly personalized.

How to Write Crucial Return to Work Survey Questions

ProProfs Chat

While employees work from home at present, returning to work depends on several factors like employee health and mental well-being, local and national law guidelines, transportation availability, and so on. Transportation Challenges. Public transport.

3 Emerging Call Center Markets to Consider in 2021

Outsource Consultants

Consider areas that are actively improving sectors across education, utilities, IT, and public transportation. . Despite the recent BPO market challenges due to the COVID-19 epidemic, the future is still generally bright. .

Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

If you’ve been on public transport before, you’ve probably seen people completely immersed on their phones doing very personal things. How we share information is affected by the medium that we use to communicate it.

2018 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

You can see links to all of those industry snapshots below: > Airlines > Auto Dealers > Banks > Computers & Tablets > Credit Card Issuers > Fast Food Chains > Health Plans > Hotels & Rooms > Insurance Carriers > Investment Firms > Parcel Delivery Services > Rental Cars & Transport > Retailers Read More.

Keep Groups Connected With Free Audio Conferencing


Conferences work on any phone registered in your account, including the VirtualPBX Softphone that has helped businesses like 1st Classic Transportation keep their operations running during the most intense parts of the economic volatility we’ve all experienced in the past year.

Want to be successful? Solve Your Customers’ Problems


Is all they want transportation? It’s morning and you’ve just had breakfast. What are you going to have for dinner? 49% of people in the U.S. do not know what they are going to have for dinner. That stat comes from David Portalatin’s address at the Art of Beef Summit, sponsored by Cargill. As he was addressing foodservice executives and salespeople, he emphasized that not knowing what’s for dinner, just hours before consumers are supposed to eat it, is a problem.

CX Storytime Tale of Have Wine, Might Travel

Russel Lolacher

How were they to transport all that wine, safely? The idea of trying to arrange special transport for wine home just seemed too much until she told them of their free service. And to extend that feeling, touch point with the airline company, from the muffin lady at the checkin gate to the woman getting their free wine transportation and finally to the pilots themselves.

55% of American Workers are Unhappy with Their Employer's Response to COVID-19


Technology industry workers are most satisfied (65%), while Transportation industry workers are least satisfied (29%). Today PeopleMetrics announced survey results of 1008 full-time employees across the United States on how their employer is handling the COVID-19 pandemic. PeopleMetrics' new study found that 55% of American workers are unhappy with their employer's response to the COVID-19 pandemic.

Why Are We Scared of New Technology?

Beyond Philosophy

In other words, we got used to the idea of riding trains and other transport at high rates of speed, and we don’t worry anymore. Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. The only problem is that many people find it creepy.

Swedish Rail Unifies Contact Center Operations with Cloud

NICE inContact

And consolidating on the CXone platform has advanced Swedish Rail’s quest to be the number one transportation company in the Nordic region. Every day, 140,000 people depart from one of Swedish Rail’s 284 stations, traveling on one of its 1,200 daily routes between major cities in Sweden and the Scandinavian capitals of Stockholm, Copenhagen and Oslo.

NICE Fizzback VOC Forum 2011: A Tweeter’s Review

Customer Interactions

Last week’s Voice of the Customer forum held in prestigious surroundings at the British Museum brought together over 100 delegates from industries ranging from telecoms to utilities, financial services to transport. Attendees were able to share cross-industry successes, best practices and opportunities with the NICE Fizzback solution

Are You A Complainer Or A Realist?

Beyond Philosophy

it helped people transition to a new mode of transportation. Or that the automobile replaced the horse for transport. A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers. People say they want to save the planet but then ignore the recycling bin. People say they want many choices but then complain that there were too many choices to decide. In short customers are irrational!

12 Traits of a Great Social Media Customer Service Star

Russel Lolacher

“In many ways, effective communication begins with mutual respect, communication that inspires, and encourages others to do their best.” – Zig Ziglar.

Do You Always Show Respect to Customers?

Chip Bell

Mattresses do not fold up to be neatly transported in the back seat of a car. With prior agreement from the furniture store, I mailed in a check for sixty dollars so my friend could pick up and transport the new mattress. Several years ago, I purchased an industrial strength sleeper sofa and had it delivered to my weekend getaway home on a nearby lake. This was my first experience with this furniture store.

Remote assistance: protecting customers and employees from coronavirus


Organizations will often ask staff to work from home in order to minimize physical contact and because transportation is limited. To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers.

The Real Reason Men Aren’t Eco-Friendly

Beyond Philosophy

And then the Texas Department of Transportation hired an ad agency that looked at the worst offenders – men between the ages of 16-24. On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. I came across an excellent example of this in a Scientific American article about men and the environment.

3 Great Sessions from the Many Faces of Community Health Conference

Certified Languages International

Community health centers (CHCs) provide comprehensive healthcare services to medically underserved populations. If you’re thinking, “Don’t all healthcare organizations, in some ways, do that?” Of course! But there are some key differences between CHCs and traditional hospitals , ERs, and clinics.

Employer strategies for the return to office transition


Employees might hesitate to return to work if their commute involves public transportation. Will you offer stipends for those workers to take private transportation? As stay-at-home and social distancing efforts continue to help flatten the curve, government officials across the U.S. have started loosening restrictions. Some employers are already drafting up plans to ensure that the transition back to the office runs smoothly.

Guest Blog: Parcel Lockers – A Retailer’s Secret Weapon


Instead of shipping hundreds or thousands of small orders to individual residences, retailers can use their own transportation to ship bulk orders to the brick and mortar store for placement into the parcel lockers. This week we feature an article by Gaven Rolfe who writes about parcel lockers and how they can offer benefits for retailers. I really like anything that can offer convenience for our customers. – Shep Hyken. Parcel Lockers: A Retailer’s Secret Weapon.

3 Examples of Change for the Better in Airlines

Beyond Philosophy

What Southwest Airlines is not, at least according the US Department of Transportation, is punctual, which is clearly not a great stat when you are in the transportation game. There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway.

Reviews Completed On Your Phone Are More Emotional

Beyond Philosophy

If you’ve been on public transport before, you’ve probably seen people completely immersed on their phones doing very personal things. How we share information is affected by the medium that we use to communicate it.