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. […].

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.

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


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

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.

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


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.

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


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


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


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.

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The Heist: Telecommunications Companies Taking the Power Back


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


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


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


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


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.

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


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

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.

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.”

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.

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


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


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.

See You at Customer Contact Week in Las Vegas


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!

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.

How to provide an effortless customer experience


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.

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


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]


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


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.

SUPER AGENT – Stopping Smart Product Returns from Ruining Christmas Sales


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.

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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.

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.

Talkdesk Infrastructure Security


Network Security All Talkdesk wireless networks are secured with WPA2. Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This post is the second in a four-part series outlining Talkdesk’s security policies.

How To Harness Customers Unseen Behavior

Beyond Philosophy

Then after, when I was installing my second monitor (implementation mindset,), I learned that I would also need a wireless keyboard and a separate trackpad. Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision.

Membership Telemarketing: Telemarketing Laws Compliance

Quality Contact Solutions

Calls to wireless or VoIP phone numbers. Dial the wireless and VoIP phone numbers using a non-Automated Telephone Dialing System ( non-ATDS ). By Angela Garfinkel, President.