COPC

MARCH 24, 2020

COPC® Lean Six Sigma for Contact Centers. COPC® Data Analysis for Contact Centers. has been advising VMOs since 2002, helping clients maximize the value they gain from their outsourced service providers (OSPs). began by helping call centers improve their performance. Certification Services.

Consulting 40

Consulting Consulting Best practices Call Center 40

SmartAction

NOVEMBER 19, 2019

El Segundo, CA – November 19, 2019 – SmartAction, the top-rated virtual agent solution for contact centers, is pleased to announce its implementation with Purchasing Power was awarded the top honor in “Excellence in Self-Service” by Frost & Sullivan at the 15th Annual Frost & Sullivan Customer Contact Awards.

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

GetFeedback

JANUARY 6, 2020

Here’s a formal definition from persona thought leader Tony Zambito in 2002: Buyer personas are research-based archetypal (modeled) representations of who buyers are, what they are trying to accomplish, what goals drive their behavior, how they think, how they buy, and why they make buying decisions.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Vistio

JUNE 29, 2021

Throughout his career, Peter has advised CX outsourcers, contact center clients, national governments, and industry associations on strategic matters like vertical market penetration, service delivery, best practices in technology deployment, and offshore positioning. And I said, “Of course. I’d be delighted.”

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann : The concept of the National Customer Rage study goes all the way back to 2002, but it really wasn’t about customer rage at the time. But whenever I call a contact center now, I dread it. When people call a call center, what they are really looking for is a relationship.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

Taylor Reach Group

MARCH 6, 2020

The questions addressed in this post are how we keep ourselves safe and healthy, and how can we prepare and continue to operate our contact centers in the face of a rising pandemic; for if it isn’t COVID-19 it will be something else. So what can we do about COVID-19 as individuals and as contact center operators?

Contact Center 131

Contact Center outsourcing Coaching Consulting 131

Interaction Metrics

MARCH 20, 2025

Winner: Medallia Medallia sits at the forefront of all-in-one enterprise CX because it unifies just about every feedback channelsurveys, social, web, video, call centers, text analyticsinto a single, comprehensive platform. Webex Contact Center).

Enterprise 62

Enterprise Surveys Analytics Feedback 62