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. […].

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 LeadersOver 140 million people in the U.S. With those sorts of numbers, listening to its customers is a necessity for.

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Temkin Experience Ratings Industry Snapshot: Wireless

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®.

In Wireless Provider Customer Satisfaction, T-Mobile Leads The Pack

ForeSee

Contrary to the assumption that everyone is unhappy with their wireless provider, a new report shows that overall customer satisfaction is fairly high — with ForeSee client T-Mobile leading. The post In Wireless Provider Customer Satisfaction, T-Mobile Leads The Pack appeared first on ForeSee.

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. Following are key findings of the 2018 studies: Social channels become front line for customer service: Among customers who ask a question or make a request of their wireless carrier, overall satisfaction is highest in the social media channel (838 on a 1,000-point scale) and the app channel (835).

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

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. This is problematic on many fronts, and having seen them talk about this at their recent analyst event, it turns out Mavenir is quite strong in this area.

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

airespring

This group, originally established in December of 1998 by AT&T Wireless and Nortel Networks, today unites 7 telecommunications standard development organizations, including: for Japan (ARIB & TTC), for USA (ATIS), for China (CCSA), for Europe (ETSI), for India (TSDSI) and for South Korea (TTA). 3GPP sets the standards, or Releases for all mobile wireless worldwide. Our desire for faster, better, cheaper wireless is never-ending.

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

airespring

This group, originally established in December of 1998 by AT&T Wireless and Nortel Networks, today unites 7 telecommunications standard development organizations, including: for Japan (ARIB & TTC), for USA (ATIS), for China (CCSA), for Europe (ETSI), for India (TSDSI) and for South Korea (TTA). 3GPP sets the standards, or Releases for all mobile wireless worldwide. Our desire for faster, better, cheaper wireless is never-ending.

What’s Required for Wi-Fi 6

ConvergeOne

Now, you might be saying to yourself, "How can I get these great benefits for my wireless network?" As always, when we talk about new wireless technologies, we are talking about an upgrade of at least the radio hardware. Blog Enterprise Networking Wireless

How to Get the Best Headsets for Amazon Connect

Contact Center Pipeline

Technology Amazon Connect headsets call center headsets contact center noise cancellation USB headsets wired headsets wireless headsetsIf you’re looking for the best headsets for your call center agents working on Amazon Connect, here are our top picks.

Wi-Fi 6: Is Your Network Ready?

ConvergeOne

Every four to six years, a new type of wireless LAN technology comes out with much fanfare. Since every generation of wireless makes a similar claim, it can be difficult to know what truly is a significant upgrade and what is "just a little bit faster.". Enterprise Networking Wireless

Solutions for Social Distancing and Contact Tracing in the Workplace

ConvergeOne

Enterprise Networking Wireless Contact TracingAs businesses re-open their offices and employees are not restricted to work-from-home limitations, many are looking for ways to increase employee safety and actively respond to incidents of COVID-19 infections.

Creating the Connected City

ConvergeOne

The city had invested a great deal of money into revitalizing the area, and improving the wireless infrastructure was part of the mayor’s vision for creating a 21st century, connected city that would attract tech-savvy young professionals and leading conferences to the area.

Why QD Headsets are Best for a Hybrid Call Center Workforce

Plantronics

Contact Center Headsets Hybrid Working Remote Working call center DA80 EagleEye Mini Encorepro 500 EncorePro 500 QD EncorePro 700 hybrid workers hybrid working hybrid working report MDA524 audio processor next-normal Savi 8220 Office voyager 4245 VVX350 VVX350 desk phone wireless headset Y training cable

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 WirelessAt one time, broadcasting of SSIDs was seen as a security issue, and therefore almost everyone disabled broadcasting.

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. In recent blogs, we talked about the key components of a VoWiFi 911 solution , as well as VoWiFi user set-up and provisioning. Now I’m going to explore a specific VoWiFi 911 call feature: proximity check.

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Why QD Headsets are Best for a Hybrid Call Center Workforce

Plantronics

With significant uncertainty about whether call center employees will be working from an office or from home, the roles, requirements, and the right devices for customer service reps have now been reset.

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. took steps to charge a small fee for its customer support services at its call centers. Yes: A service that used to be provided for free when customers paid their monthly bill just became billable.

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. Networking automated elasticity Avaya End to end segmentation EverywherePerimeter hacking hyper-segmentation native stealth security Target Wi-Fi Location-Based Services Wireless Access Points (WAPs) WLBS

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. Blog 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

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

Five ways 5G will impact the customer experience

TELUS International

The new generation of wireless technology promises increased reliability, performance and efficiency. Learn more about 5G's potential to make waves in the customer experience. CX Best Practices

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. For this to happen, it needs a strong foundation—an infrastructure that can withstand heavy traffic, particularly during times of crisis. At Avaya, we’re partnering with 22 Capital Partners to prototype the Smart City platform in the Gramercy District in the Washington, D.C.

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. Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and facilitation consultancies in the marketplace.

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

7 Common TCPA Misconceptions

Quality Contact Solutions

Here are two areas: Calling Wireless Numbers: Some level of consent is required to use an automatic telephone dialing system (ATDS) when calling any? wireless telephone number , regardless if the call is B2B. This is not right when it comes to placing calls to wireless phone numbers. #3

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 During this recorded webinar, Alvin Stokes, senior vice president of customer experience at Cable & Wireless Communications, shares how this transformation led to a dramatic increase in revenue and NPS® for Cable & Wireless. billion telecommunications company.

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. The company has created a line of premium headsets and audioconferencing systems that utilize technologies originally researched and developed for devices such as […].

[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. omnichannel contact center

How To Create a Better CX With Agent Scripting Software

Jacada

I have two computers connected through a wireless router and neither can connect. Imagine you’re calling your telecom to get help with a broadband router problem. At the start of your call, you say, “I’m having trouble connecting to the Internet.

Meraki: A Retail Organization Use Case

ConvergeOne

Further, the CTO is looking for security, switching, and wireless infrastructure that can be managed via a centralized, cloud-delivered dashboard. Open seating and meeting rooms require wireless access.

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. Fast-forward to 2018 where the CDC reported that 50.8%

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

My Next Webinar with Huawei - 5G for Enterprise Digital Transformation

Jon Arnold

This is a pretty broad topic, and I’ll be joined by two other panelists - Will Townsend of Moor Insights and Strategy, and Tony Rutkowski of Netmagic Associates - along with Sean Kinney of RCR Wireless News as moderator.

Visual Transformation in Telecom: Endless opportunities

TechSee

Video or images let technicians or remote experts actually see the devices in their environment (think wireless router, cable modem, TV set, etc.).

5 Ideas for Effective New-Hire Training

Contact Center Pipeline

When I managed the call center training department at a major wireless phone company, we invested six weeks in our new-hire training and coaching. That investment in training paid off in improved agent performance. Since leaving that telecom company and starting my own training business 12 years ago, I have seen how dozens of companies […]. Training & Development call center contact center new-hire training

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.” How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S.

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.;

Don’t Implement a VRI Solution without Considering Your Infrastructure

Certified Languages International

Bandwidth, wireless coverage, and VRI. Wireless coverage. Hospitals rely on sufficient wireless coverage to power the Wi-Fi-enabled technology found in all corners of a campus, video interpreting platforms included.

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.

Visual Technology in Telecom: Endless opportunities

TechSee

Video or images let technicians or remote experts actually see the devices in their environment (think wireless router, cable modem, TV set, etc.).

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. The conference was everything about CRM (customer relationship management). While there were some amazing demonstrations and stories that came out during the general and educational sessions, one lesson jumped out at me.