Upstream Works

MARCH 28, 2024

Our latest blog post explores three practical vertical use cases for video engagements in contact centers. The post 3 Use Cases for Video CX in the Contact Center appeared first on Upstream Works.

Contact Center 78

Contact Center 78

Beyond Philosophy

NOVEMBER 11, 2023

However, that might not be the same for your business vertical or philosophy. He felt that by getting into a relationship where he was contractually bound to suggest a specific company might compromise his integrity to his clients. So, Colin has carefully avoided that one.

Marketing 195

Marketing Sales 195

Beyond Philosophy

SEPTEMBER 23, 2023

For your business vertical, whatever it may be, we hope that the common experiences of dining out—or ordering to go—help illustrate these concepts and help you improve your experience. Plus, it sometimes feels good to complain.

Management 195

Management Customer Experience 195

Contact Center Pipeline

DECEMBER 21, 2021

Alex brings 20-plus years of launching innovative products across multiple verticals. I had the pleasure to interview Alex Martinez from OpenText this month. He oversees marketing for Contact Center and Voice of the Customer Analytics Solutions. OpenText, founded in 1991 […].

Analytics 130

Analytics Contact Center Marketing Technology 130

Momentum Telecom

JULY 13, 2023

The acquisition of Asset Black represents a transformative step forward for Momentum, continuing the company’s rapid managed network growth and enabling entrance into new verticals including financial services.

Customer centricity 98

Customer centricity Management Technology Sales 98

Beyond Philosophy

JANUARY 28, 2023

Many organizations use databases to segment their customers based on easy-to-collect data, like demographics, industry vertical, or total annual sales. We think they might be, too, but probably not for the reasons Patel thinks. While this information is useful, it is incomplete.

Consulting 221

Consulting Consulting Sales Surveys 221

Contact Center Pipeline

JULY 10, 2019

The average cost to recruit, hire and train each new agent starts around $6,500 depending upon vertical. Surveys suggest agent attrition is a top concern year after year. And no wonder: the ramification of bad hires is expensive. Poor hires mean higher […].

Contact Center 185

Contact Center Surveys Analytics Call Center 185

SmartKarrot

OCTOBER 9, 2020

This refers to vertical SaaS and horizontal SaaS. While horizontal SaaS renders its service in a specific department only, vertical SaaS, on the other hand, takes care of a whole industry at large. As the B2B tech industry is booming the market, vertical SaaS solutions bring out a tailored platform that caters to you seamlessly.

SaaS 10

SaaS Real estate Construction Multichannel 10

24-7 InTouch

MARCH 21, 2024

In the report, NelsonHall outlines IntouchCX’s strengths as: Strong innovation framework with an ecosystem of partners across the areas of employee well-being, trust and safety, and AI development Robust democratized CX innovation with a framework and dedicated implementation map via business strategic sprints Advanced agent augmentation platform with (..)

Enterprise 64

Enterprise Technology Marketing Feedback 64

Beyond Philosophy

SEPTEMBER 10, 2019

Furthermore, it addresses 13 different industry verticals and receives over 45,000 responses. They run their research twice a year and have done so for the past ten years. For all of these reasons, the Institute is considered a barometer for Customer Satisfaction.

Surveys 409

Surveys Customer Experience Customer Service Marketing 409

CCNG

APRIL 12, 2023

The challenge of agents leaving for other companies and verticals means looking at other solutions than simply hiring more agents. Technology and automation can solve some of the labor shortages and agent attrition, however, it does not solve all the issues. It is a great start to an overall solution.

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

Momentum Telecom

AUGUST 22, 2023

Mark joins the Momentum executive leadership team to continue to drive sales and service in the financial services vertical. The terms of the transaction were not disclosed. Advisors to Momentum on the transaction included: G2 Capital Advisors, Bradley Arant Boult Cummings LLP, and Wilkinson Barker Knauer LLP.

Customer centricity 98

Customer centricity Sales Management 98

Beyond Philosophy

JULY 23, 2022

The Long Tail strategy is particularly applicable to content, like books or television shows, but it likely has applications in many other business verticals as well. It allows you to offer more options without regard for the shelf space needed in a physical space.

Consulting 243

Consulting Consulting Customer Experience Surveys 243

AnomalySquared

MARCH 24, 2022

The BPO industry is booming no matter what vertical you're in and has proven benefits across the board. Are you considering outsourcing your contact or call center? But the market is saturated with options to choose from. How can you confidently find the best one? Technology. Good Value. Excellent Service.

outsourcing 96

outsourcing Call Center Contact Center Marketing 96

SmartKarrot

OCTOBER 7, 2020

Hence, the dynamic nature of SaaS has taken two routes, namely vertical SaaS vs horizontal SaaS. . Here are a few topics that we will be delving in today: The Difference in Definitions The Difference in Examples The Difference in Vertical SaaS vs Horizontal SaaS. What is Vertical SaaS? Vertical SaaS Examples.

SaaS 10

SaaS CRM Construction outsourcing 10

CSM Magazine

MARCH 27, 2024

The concept is relevant for all verticals where earnings are based on long-term services (gambling, betting, dealing, binary options, crypto). Retention department in online casinos One vertical where Customer Retention Rate (CRR) is particularly important is iGaming.

Customer retention 52

Customer retention Advertising Best practices Metrics 52

Zappix

NOVEMBER 11, 2020

Zappix, the leading Visual IVR and Mobile On-Demand Digital Self-Service solutions provider, announced a successful start to Q4, 2020, launching five new implementations of its flagship.

Interactive Voice Response 40

Interactive Voice Response Self service 40

C3Centricity

JANUARY 16, 2024

Adopting a Customer-First Strategy is Essential The CX Index states that 90% of businesses, regardless of the vertical they are operating in, have made CX their primary focus. And research by Gartner concluded that 80% of organizations expect to compete mainly based on CX.

Customer centricity 90

Customer centricity Customer Experience Journey mapping outsourcing 90

CSM Magazine

DECEMBER 15, 2022

a leading global provider of next-generation end-to-end customer experience (CX) solutions for digital-native and vertical leading brands, today announces the launch of Majorel X, as a platform for CX transformation services. Majorel Group Luxembourg S.A., For more information on Majorel X please go to: www.majorelx.com. About Majorel.

Consulting 52

Consulting Consulting Technology Customer Experience 52

Taylor Reach Group

OCTOBER 14, 2020

I would humbly suggest that there a few factors to consider; What have they done and where (locations and verticals)? We have worked in virtually every vertical imaginable. In the age of Linked In, everyone claims to be an expert and the challenge for most people is how do you tell the real experts from the self-appointed? Experience.

Consulting 103

Consulting Consulting Contact Center CRM 103

Zappix

JULY 26, 2023

Zappix, a leading provider of digital customer service solutions, announced a partnership with Repay Holdings Corporation (NASDAQ: RPAY) (“REPAY”), a leading provider of vertically-integrated payment solutions. By embedding REPAY’s payment technology.

Technology 40

Technology Customer Service 40

Convoso

SEPTEMBER 23, 2019

The insurance vertical, for example, often scales outreach around open enrollment each year. If you’re looking to scale your call center’s outbound operation, artificial intelligence (AI) can help in a big way. It’s especially helpful for call centers in industries like health insurance.

Call Center 120

Call Center Personalization Customer Support 120

Contact Center Pipeline

OCTOBER 11, 2018

As evidenced by the conference, healthcare is among the fastest-growing contact center verticals in the market. It is always a well-attended event with great speakers and attendees of the highest caliber. All the major vendors are in hot pursuit! Many of today’s healthcare […].

Healthcare 100

Healthcare Contact Center Call Center Marketing 100

CSM Magazine

OCTOBER 9, 2023

You can use vertical scalability or horizontal depending on your requirements. If talking about vertical scalability, it relates to the increase in storage, adding RAM, or processing power. Scalability There are different approaches when characterizing the scalability of the dedicated server.

Engineering 59

Engineering Personalization 59

Global Response

DECEMBER 2, 2022

Specializing in Multiple Industry Verticals: With trusted expertise in many industry verticals, education, healthcare, B2B, financial and more, Global Response understands and is prepared to meet your business’ needs.

Contact Center 62

Contact Center Call Center Healthcare B2B 62

Taylor Reach Group

JUNE 23, 2021

Taylor Reach serves client organizations across all verticals with anywhere from 5 to 10,000+ agents: SMB’s, Fortune 500 and Global 1000 firms. Service include Strategic Assessments, Training Development, Revenue Generation and anything related to optimizing the Contact Center.

Government 120

Government Consulting Consulting Contact Center 120

Taylor Reach Group

AUGUST 16, 2021

Taylor Reach serves client organizations across all verticals with anywhere from 5 to 25,000+ agents: SMB’s, Fortune 500 and Global 1000 firms. Service include Strategic Assessments, Training Development, Revenue Generation and anything related to optimizing the Contact Center. visit [link] or phone Steve Baric at 1-866-334-3730 ext.

Contact Center 131

Contact Center Consulting Consulting Best practices 131

ClearAction

JULY 20, 2023

Customer segmentation needs to be revised by natural expectation sets instead of roles and verticals. Then, you’ll find that instead of numerous role and vertical personas, there are actually 2-4 overall expectations personas. This is based on a recurring theme across the end-to-end journey.

Technology 62

Technology Consulting Consulting B2B 62

Jon Arnold

MAY 6, 2022

Occasionally I write spotlight articles with emphasis on a particular vertical or emerging technology. Based on some current research in the healthcare sector, some interesting trends have come to light, especially around deploying newer, AI-driven applications, both for communications and collaboration.

Healthcare 59

Healthcare Technology 59

JivoChat

DECEMBER 5, 2022

Short videos recorded on the vertical is the content type published on TikTok, where comic, dance, and lipsync videos are a huge success. Regardless of your choice, always remember to film the videos vertically. Remember to follow TikTok format, the video should be vertical and the length can’t be up to 10 minutes.

Scripts 75

Scripts Entertainment Personalization 75

UJET

FEBRUARY 11, 2020

Optimizing Channels for Customer Support dives into the importance of building identical support experiences, no matter the channel by looking into three separate industry verticals: e-commerce, on-demand transportation, and on-demand food delivery.

Transportation 72

Transportation Interactive Voice Response Customer Support Surveys 72

Outsource Consultants

JANUARY 26, 2022

He has held executive roles at major BPO providers and specializes in the insurance , financial , and healthcare verticals. He has helped companies of all sizes – from small businesses to Fortune 50 powerhouses – improve their customer support systems. I’m excited for this new venture with Outsource Consultants.

outsourcing 67

outsourcing Consulting Consulting Healthcare 67

inmoment

JUNE 29, 2020

Though this strategy is nothing new to any company that wants to keep its doors open, much less take its vertical by storm, the pandemic has shined a light on one of customers’ most cherished experience needs: health and safety. If that desire wasn’t pertinent before the pandemic, it’s all the more so now. A Serving of Success.

Best practices 75

Best practices Customer Experience Customer Service 75

JivoChat

AUGUST 29, 2023

In most of them, what you need to do is: 1 - Click on the three dots on the vertical or other plus icon on the superior bar; 2 - Press “Find”; 3 - Type the word or term you are searching for; 4 - Press enter and the results will appear.

75

75

TechSee

FEBRUARY 5, 2019

These cross-vertical partnerships will require a paradigm shift in terms of data sharing across verticals but have the potential to revolutionize the online – and offline – economies. Power to the People.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

AWS Machine Learning

DECEMBER 20, 2022

Divya Bhargavi is a Data Scientist and Media and Entertainment Vertical Lead at the Amazon ML Solutions Lab, where she solves high-value business problems for AWS customers using Machine Learning. He specializes in building Machine Learning pipelines that involve concepts such as Natural Language Processing and Computer Vision.

Entertainment 89

Entertainment Advertising Surveys Accountability 89

Taylor Reach Group

JUNE 21, 2021

Taylor Reach serves client organizations across all verticals with anywhere from 5 to 10,000+ agents: SMB’s, Fortune 500 and Global 1000 firms. Service include Strategic Assessments, Training Development, Revenue Generation and anything related to optimizing the Contact Center.

Consulting 128

Consulting Consulting Contact Center Government 128