Jon Arnold

MAY 6, 2021

Much like Zoom has been the right technology at the right time to enable work from home, Five9 provides a pretty complete CCaaS solution as contact centers rush to the cloud. Being a fully cloud-native contact center pure play, Five 9 is in a great spot right now.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

Spearline

MARCH 24, 2022

862, PESQ arrived in 2001. We support business sectors, such as contact centers, conferencing services, and other applications, in successfully connecting with their customers. Perceptual Evaluation of Speech Quality, PESQ, provides a more objective, scientific approach. Otherwise known as ITU-T P.862,

Telecommunications 97

Telecommunications voip Government Quality management 97

Robert Davis

AUGUST 2, 2018

As the labor market continues to heat up, the impact of attrition in the contact center will only get worse. People who took jobs in the contact center often took the job because they couldn’t find the appropriate job in their field of choice. We couldn’t believe it until we found such a contact center recently.

Contact Center 48

Contact Center Marketing Coaching Consulting 48

City Communications

FEBRUARY 6, 2019

Scottsdale, Arizona, February 2019 – City Communications, a boutique telecommunications management firm with a nationwide client base, has hired leading contact center technology expert Darren Prine to lead its business outreach and consulting initiatives. Prine brings with him a wealth of contact center experience.

Contact Center 40

Contact Center Telecommunications contact center solutions Consulting 40

Aspect

NOVEMBER 1, 2018

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 the workforce, and contact centers may be an excellent fit for their skills and aspirations. .

Contact Center 62

Contact Center Contact center software Interactive Voice Response Chatbots 62

Cisco - Contact Center

MARCH 21, 2019

Hi Barbara, your connecting flight #2001 has been cancelled due to poor weather conditions. Two weeks ago I shared my view on the top five factors reshaping the contact center and customer experience. We’re calling it Cognitive Collaboration for the contact center. We have two alternative flights for you.

Contact Center 40

Contact Center Airlines Analytics Self service 40

Robert C. Davis and Associates

AUGUST 2, 2018

As the labor market continues to heat up, the impact of attrition in the contact center will only get worse. People who took jobs in the contact center often took the job because they couldn’t find the appropriate job in their field of choice. We couldn’t believe it until we found such a contact center recently.

Contact Center 40

Contact Center Marketing Coaching Consulting 40

City Communications

MAY 18, 2020

Since 2001, we have been in the business of helping organizations with their technology needs. Typically, our IBPs are companies or individuals in related industries with customers who use the products and services we sell like: hosted phones , internet connections , SD-WAN , contact center , etc.

Technology 52

Technology Contact Center 52

Nuance

DECEMBER 26, 2019

We’ve seen it become sentient in 2001: A Space Odyssey, enslave mankind in The Matrix, and take over the world in The Terminator. Cinema hasn’t given AI the best image over the years. It’s no surprise that people worry about AI taking over our jobs.

Enterprise 59

Enterprise Chatbots Contact Center 59

Chad Schaeffer

SEPTEMBER 12, 2014

It was May 2001 and I was just kicking off my first contact center software implementation as a project manager. In May of 2009, 8 years later, I remember working with one of the world’s largest consumer packaged goods companies and for the first time talking about adding social media support to the contact center.

Airlines 48

Airlines Customer Service Banking Contact center software 48

Nuance

DECEMBER 26, 2019

We’ve seen it become sentient in 2001: A Space Odyssey, enslave mankind in The Matrix, and take over the world in The Terminator. Cinema hasn’t given AI the best image over the years. It’s no surprise that people worry about AI taking over our jobs. But in reality, there are a lot of human capabilities [.]

Enterprise 52

Enterprise Chatbots Contact Center 52

CSM Magazine

MARCH 20, 2024

The firm collaborates with over 50 industry-leading contact centers, specializing in bespoke, technology-driven, CX-centric customer service solutions, ensuring an ideal partnership for any company, regardless of its size or sector, looking to outsource customer care.

outsourcing 52

outsourcing Customer Support Customer Experience Business Process Outsourcing 52

Jon Arnold

MAY 25, 2017

The contact center space is going through unprecedented - but expected - disruption, so much so, I don't think that term will be in use much longer. the stock in trade of most contact centers. I didn't attend the technical breakout sessions, but I hardly heard any references to IVR, ACD, call recording, etc. -

Chatbots 45

Chatbots Contact Center Interactive Voice Response Marketing 45

Eptica

MARCH 31, 2016

Since 2001 Eptica has evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to emails, Twitter, Facebook and web chat. Share this page on: Tweet.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Outsource Consultants

FEBRUARY 1, 2025

. — 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.

outsourcing 67

outsourcing Business Process Outsourcing Call Center Average Handle Time 67

Xaqt

JUNE 1, 2020

Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Comm100

JULY 12, 2018

Of course, there’s also the equally frightening vision of Hal from 2001: A Space Odyssey. At Comm100 we’ve covered where AI currently sits in the Contact Center world , and Andrew Friedenthal has an excellent post about how AI can benefit sales. Regardless of how you slice it, AI has got a reputation.

Customer Service 56

Customer Service Entertainment Best practices CRM 56

Avaya

JUNE 1, 2017

Contact centers that work with and respond to the user expectations of fans at any given moment provide an enhanced and optimized experience. The right contact center will help sell out stadiums. Customer experience is also impacted by the human connection experienced when purchasing tickets and merchandise.

Technology 50

Technology Wireless Coaching Contact Center 50

Dialer 360

MARCH 20, 2020

Call center blogs and magazines contain highly useful information. In today’s time’s information is everything especially in the contact center. Best Call Center Blogs And Magazines. In the contact center industry, Dialer360 is the pioneer VOIP services provider. 6 Contact Center Pipeline Blog.

Call Center 35

Call Center Contact Center voip Consulting 35

ClearAction

MARCH 20, 2020

A fabulous source of voice-of-the-customer is your contact center recordings of voice, chat and other interactions. Then we had a triple crisis in 2001: dot-com bubble burst, Y2K aftermath, and 9-11. This is especially powerful when you look at the patterns among voice-of-the-customer from various sources. ” Wow!

Customer centricity 62

Customer centricity Feedback Airlines Metrics 62

Toister Performance Solutions

JANUARY 9, 2018

It's not uncommon for a contact center employee to have to use five to seven different programs just to do their jobs. Inboxes I can still remember reading David Allen's time management book, Getting Things Done , way back in 2001. Software There's a software solution for just about everything.

Advertising 27

Advertising Personalization Contact Center Surveys 27

Spearline

SEPTEMBER 24, 2019

862, PESQ was introduced in 2001. We support business sectors, such as contact centers, conferencing services, and other applications, in successfully connecting with their customers. Perceptual Evaluation of Speech Quality, PESQ, provides a more objective, scientific approach. Otherwise known as ITU-T P.862,

Telecommunications 40

Telecommunications voip Government Quality management 40

Voxjar

JUNE 8, 2021

Founded in 2001. Orecx smoothly with customers of all sizes, from small 5 person sales teams to 10,000+ seat contact centers. For commercial licenses you will need to contact their sales team. Scorebuddy QA. scorebuddyqa.com. Based in Dublin Ireland. Orecx pricing.

Call Center 51

Call Center Analytics Enterprise Sales 51

SmartAction

DECEMBER 15, 2021

The early 2000s recession affected the US from March 2001 to November 2001 and led to a decline in participation in the workforce. How does conversational AI automation for the contact center fit into solving the issue of not having enough workers for all the demand? In January of 2000, 67.3% It’s a solved problem.

Contact Center 79

Contact Center Virtual Agent Agent burnout Self service 79

PeopleMetrics

JULY 20, 2020

You probably interact with customers in a variety of ways: website, app, contact center, location, field services, etc. Contact PeopleMetrics: About the Author. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

PeopleMetrics

SEPTEMBER 12, 2019

There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Contact Center: an important touchpoint where customers call for more information or assistance.

Feedback 91

Feedback Interactive Voice Response Surveys Contact Center 91

PeopleMetrics

MARCH 7, 2018

You need to be able to talk to leadership, the contact center, the sales force, operations, etc. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. basically all the different parts of your company who impact the customer experience.

Feedback 76

Feedback Management Consulting Consulting 76

PeopleMetrics

MARCH 16, 2020

When a contact center representative fails to resolve a customer issue in the expected time frame. Contact PeopleMetrics: About the Author. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. When staff members are rude to customers.

Morale 77

Morale Upselling Surveys Coaching 77

PeopleMetrics

FEBRUARY 21, 2018

If you're in multiple channels (which most brands are), the website experience should be consistent with the in-person experience should be consistent with the contact center experience, and so on. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Marketing 67

Marketing Advertising Consulting Consulting 67

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. Contact PeopleMetrics: About the Author. We call this a moment of truth, and it is a great place to begin.

Surveys 83

Surveys Feedback Consulting Consulting 83

PeopleMetrics

JULY 24, 2019

This could be a general manager of a hotel, as well as the manager who oversees an entire region; it could be the head of the contact center or the head of field services. Contact PeopleMetrics: About the Author. These people can choose to set up a bonus system for their team, but they do so as a separate program.

B2C 61

B2C Benchmark Surveys Feedback 61

PeopleMetrics

JULY 23, 2018

Unsolicited feedback is primarily thought of as social reviews, but can also include calls to a company’s contact center to complain about an issue; or feedback through the “contact us” feature on a company-supplied app or website. This is an excerpt from Listen Or Die by Sean McDade, PhD. Click here to download the book.

Feedback 72

Feedback Surveys Big data Customer centricity 72

PeopleMetrics

JULY 17, 2018

visit to store, call to contact center, visit to website). He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As the name implies, these surveys reach out to customers during or soon after an individual experience (e.g., Click here to download the book.

Telecommunications 209

Telecommunications Wireless Surveys Feedback 209