Focus on Well-Being: The Benefits of Wireless Audio

Contact Center Pipeline

Technology call center contact center headsets wireless audio wireless headsets workplace wellnessCompanies that utilize contact centers understand the value of maintaining skilled employees, since customer service tends to be an industry with a high amount of worker “churn.” The health and well-being of contact center personnel is therefore a high priority. This becomes especially notable as media reports reveal the health disadvantages of sedentary work styles. […].

Customer Stories: Unymira at Cable & Wireless in Trinidad

Unymira

Unymira is proud to kick off a new series of customer stories chronicling our work together and the feedback and insights our customers and their agents provide. Contact Center

VOC Leaders: For Verizon Wireless, CX data is instrumental to ‘getting it right’ (video)

ForeSee

are subscribers of Verizon Wireless, the nation’s largest wireless carrier. The post VOC Leaders: For Verizon Wireless, CX data is instrumental to ‘getting it right’ (video) appeared first on ForeSee. Client Insights Stacy Sherman telecom Verizon Wireless VOC VOC Leaders

My Q&A with Mavenir - Wireless Challenges for Security and Fraud

Jon Arnold

My latest piece was a Q&A I did with Mavenir , with a focus on security and fraud for wireless operators. I contribute occasionally to UK-based Enterprise Management 360 , and am on their roster of analysts.

Temkin Experience Ratings Industry Snapshot: Wireless

Customer Experience Matters

Congratulations to MetroPCS for earning the top customer experience score in the wireless industry. Of the nine wireless carriers included in this year’s Ratings, MetroPCS earned the highest score with a rating of 73%, putting it in 95th place overall out of 318 companies across 20 industries. The post Temkin Experience Ratings Industry Snapshot: Wireless appeared first on Customer Experience Matters®.

Social Media Emerges as Wireless Customer Service Channel of Choice

CSM Magazine

Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. Verizon Wireless (822) ranks second and AT&T (811) ranks third. Wireless Customer Care Full-Service Performance Study—Volume 1 and the 2018 U.S.

Making Sense of Wireless Technologies from 5G to LTE-M and Beyond

airespring

They are known as organizational partners and they provide guidance moving global cellular wireless standards forward, using its Technical Specification Groups (TSGs) in Radio Access Networks (RAN), Services and Systems Aspects (SA) and Core Network and Terminals (CT).

Making Sense of Wireless Technologies from 5G to LTE-M and Beyond

airespring

They are known as organizational partners and they provide guidance moving global cellular wireless standards forward, using its Technical Specification Groups (TSGs) in Radio Access Networks (RAN), Services and Systems Aspects (SA) and Core Network and Terminals (CT).

Republic Wireless Sustains Rapid Membership Growth Without Brick-and-Mortar Call Center

Bright Pattern

To consumers accustomed to paying $50 to $100 on cell phone plans, Republic Wireless’s starting price point of $20 for a plan with data is a breath of fresh air. Republic Wireless took on traditional carriers with a “Wi-Fi first” model, where calls and data default to Wi-Fi and use cellular networks only when necessary. Republic Wireless has been able to deliver on its promise of affordable communication in part because of a lean customer service infrastructure.

7 Reasons Why SSIDs SHOULD Be Broadcast

ConvergeOne

When working with various customers on their wireless networks, I am often asked about the broadcasting of Service Set Identifiers (SSIDs) – or the name of the Wi-Fi network – as a security risk. Enterprise Networking Wireless

VoWiFi 911 and Application of Proximity Check

West

Wireless location has historically been derived from the cell tower and VoIP location from the subscriber’s pre-provisioned address. Carrier Services E9-1-1 Services Safety Services Wireless E911 VoWiFi wireless locationBy: Marcus Andronici, Principal Sales Engineer.

voip 62

The Heist: Telecommunications Companies Taking the Power Back

Fonolo

Commission staff is concerned that this practice may be inconsistent with the Wireless Code of Conduct,” the national regulators wrote. Let us tell you a story. Back in May, a Canadian company — Fido Solutions, which is owned by Rogers Communications Inc.

Business Continuity and How to Achieve It

airespring

Layer 2: Wireless Connectivity. The second layer of business continuity is wireless. In the event that your physical lines are damaged, a wireless back up connection is necessary to keep your office running.

Business Continuity and How to Achieve It

airespring

Layer 2: Wireless Connectivity. The second layer of business continuity is wireless. In the event that your physical lines are damaged, a wireless back up connection is necessary to keep your office running. Blogs Business Continuity cloud applications cloud back up cloud failover connectivity continuity disaster recovery failover geographic diversity intelligent failover managed failover outage secondary connectivity wireless backup

How Wi-Fi Location-Based Services Can Step Up Your Public Safety Game

Avaya

As part of normal operations, a mobile device will probe the network looking for Wireless Access Points (WAPs). Therefore, a Wi-Fi location-based solution can identify the location of every wireless device in range of the WLAN.

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

Robert Davis

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. We have validated our approach through dozens of engagements with our clients.

What does a Smart City look like? We’re defining it with a new partner

Avaya

Networking communications systems networking security Smart City wireless solutionsThe city of the future is a Smart City, emboldened by technology that folds in government, industry, and consumers.

What Users Request Most in a Headset

Contact Center Pipeline

Sennheiser has been in the business of creating high-performance audio for more than 70 years, and is one of the world’s leading manufacturers of headphones, microphones, audioconferencing solutions, and wireless transmission systems.

Teleopti launches a unique solution to follow up on private telephony usage

teleopti

More and more premium services for wireless telephony are becoming available and many of them are for private usage

Webinar recording: Telecom increases revenue and NPS® with data-driven CX programs

Centriam Customer Experience Lab

A customer experience transformation is underway at Cable & Wireless, a $3.6 billion telecommunications company.

TCPA Compliancy: Predators and Fines on the Rise (What You Need to Know to Not Fall Victim)

Contact Center Pipeline

of American households are now wireless only […]. When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones. This law was passed by Congress to regulate the use of auto-dialers and prerecorded messages.

[WEBINAR RECAP] Top 6 Tips for Improving Customer Experience with Omnichannel

Bright Pattern

Yesterday we spoke with industry experts and contact center leaders from Zendesk, Republic Wireless, and TruSource Labs to get their top tips on omnichannel success and talk through real-life cases from their contact centers.

Too Big To Care? Why Mega-Mergers Threaten Us

Beyond Philosophy

The T-mobile/Sprint Merger reduces the national wireless carriers in the U.S. for keeping the price of wireless provider service flat or in some cases reduced over the recent past. “ Sprint and T-Mobile to Merge, in Bid to Remake Wireless Market.” wireless landscape.”

Listening to Your Customers Could Save You Millions

Customer Interactions

The Story On December 17, 2014 a major US wireless carrier was sued by the Consumer Financial Protection Bureau (CFPB) for allowing unauthorized third-party charges to consumers

Understanding the Ramp-Up to 5G

airespring

When it comes to wireless technology of the future, it’s all about faster, better, cheaper. 5G Evolution and Wireless Connectivity – The Hype Becomes Reality. AireSpring and Wireless Connectivity.

Understanding the Ramp-Up to 5G

airespring

When it comes to wireless technology of the future, it’s all about faster, better, cheaper. 5G Evolution and Wireless Connectivity – The Hype Becomes Reality. AireSpring and Wireless Connectivity.

Bright Pattern Talks with CX Leaders: It’s a Matter of Compliance

Bright Pattern

POS, online and mobile shopping apps, wireless hotspots, etc.). When it comes to compliance in the card payment space, the Payment Card Industry Data Security Standard (PCI DSS) is the rule by which all card transactions must abide.

The 2 Most Important Things Small Businesses Need to Focus On with the Customer Experience

Myra Golden Media

Two months ago I switched my company’s wireless carrier from AT&T, a relationship we’d had for nineteen problem-free years, to a low-cost competitor.

August Writing Roundup

Jon Arnold

12 My Q&A with Mavenir - Wireless Challenges for Security and Fraud , EM360, Aug. Aside from attending two industry events in August, it’s summer, and I was on vacation and largely offline for the last week of the month. This made for lighter-than-normal output on the writing front, but there was still a fair bit of activity, especially with some things that were in the works earlier, and found their way to being published in August.

See You at Customer Contact Week in Las Vegas

Callminer

See amazing demos from CallMiner and our booth partners Ember Group and Sitel Group and be entered for a chance to win Bose Wireless Headphones!

Net Promoter® News: Apple AirPods, NPS Benchmarking & RentReporters

CustomerGauge

Among many were their wireless headphones Apple now calls AirPods. Apple’s AirPods hit NPS® of 75 In a spectacular event last september, Apple unveiled their latest groundbreaking product and features. The AirPods put an end to the endless unraveling of wire headphones and offered a more effortless music/communication Apple experience. While Appe’s AirPods may be […]. The post Net Promoter® News: Apple AirPods, NPS Benchmarking & RentReporters appeared first on CustomerGauge.

When ‘Push’ Marketing Goes Too Far

Beyond Philosophy

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. In the United States, phone numbers are allocated to wireless companies in blocks of 9,999, all beginning with the same three-digit prefix following the area code. Wireless text messaging is widely used in the U.S.;

TOP 12 Call Center Headsets [2019 Ready]

CrazyCall

Another issue is that you will have to choose either wired or wireless option. On the other hand, Bluetooth call center headset or any other wireless headset for call center grants agents a dose of flexibility. If you go for a more pricey solution then it’s not really a problem as the best wireless headset for call center can offer a 12-hour talk time. Jump right into mid-range wireless devices. The other issue is whether to choose a wired or wireless solution.

When Improv Meets Business

ShepHyken

Let’s say I contact my wireless phone provider. If you were paying attention, you might notice that I didn’t call my wireless provider. Customer Experience. I recently was invited by Pegasystems to attend Pegaworld 2016, their annual users’ conference.

How to provide an effortless customer experience

TechSee

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on.

SUPER AGENT – Stopping Smart Product Returns from Ruining Christmas Sales

TechSee

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer.

Sales 109

Q & A with Customer Experience Futurist Blake Morgan

Bill Quiseng

She has worked with Intel, Verizon Wireless, and many more. I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences.

How Not To Engage Employees: Telecoms Lead The Way Again

Beyond Philosophy

Whilst the strike is mainly on the traditional telecoms service it is not just being contained there as you can imagine, with an overall brand perception at a 3 year low and this is having a negative effect on Verizon Wireless.

Creating a collaborative contact center culture

TechSee

Power’s Highest in Customer Service among Full-Service Wireless Providers prize twice in a row. The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past.

Telecoms in Mumbai: What It Teaches Us about India and CX

Beyond Philosophy

A strong majority (74%) would switch providers if they could get the same level of wireless connectivity from an online provider (such as Google). Apple, Facebook or Google) provided comparable wireless connectivity.