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Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Callminer

“One common mistake I see from call centers that I have consulted with over the last year is…”. This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. That most did not know about virtual queuing with web callback that are part of most systems today.

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11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services.

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Millennials and the Work Ethic

Aspect

Millennials were born between 1976 and 2001. and founder of the research and consulting firm, Millennial Branding, describes them this way, ”self-centered, needy, and entitled with unrealistic work expectations.” They are very different from their doting baby boomer parents. Dan Schawbel, author of Me 2.0

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American Airlines Creating Wi-Fi Friction

PeopleMetrics

Collecting feedback continuously on the customer experience will give you the information you need to know which touch points are working and which ones need change. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Listen to your customers!

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How to Leverage India BPOs for Global Success

Outsource Consultants

— CX Partner, Outsource Consultants The Rise of India’s BPO Industry The early 2000s saw exponential growth in India’s call center industry. According to NASSCOM, the sector grew from a modest $1 billion in revenue in 2001 to over $30 billion by 2020. Is Outsourcing to India Still Worth It?

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Improving Customer Experience Is The Only Way Forward – Sonia Bhatia Salmin, Customer Experience Specialist

Customer Guru

I completed my engineering in 2001, majoring in Electronics. So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. Mine has been a roller coaster journey. However, to be honest, there were really very few jobs for engineers in that year.

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#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

But that doesn't mean we aren't willing to provide feedback. In fact, we as consumers are more eager to openly provide feedback to companies than ever before. When I first started, we would call customers on the phone - on our time - to ask them for feedback. People today are in the habit of sharing feedback.