SmartAction

MARCH 15, 2019

El Segundo, CA – March 12, 2019 – SmartAction, the #1 AI-powered virtual agent solution for contact centers, will demonstrate its omnichannel cloud-based self-service solution at Enterprise Connect this March.

Virtual Agent 8

Virtual Agent Enterprise Self service Contact Center 8

Insite Managed Solutions

MAY 31, 2018

Knowing their contact center operations depends greatly on call volume forecasting, they needed to get it right. If you have events which can significantly impact your call volumes, then CLICK HERE to schedule a consultation with Insite or give us a call at 239-204-2002.

Service level 40

Service level Consulting Consulting Contact Center 40

SmartAction

FEBRUARY 21, 2019

The former Convergys Chief Executive Officer becomes the latest addition to SmartAction’s Board of Directors to assist in the growth of its top-rated AI-powered virtual agent solution for contact centers.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

SmartAction

OCTOBER 19, 2022

Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat. At SmartAction, our goal is to make successful chatbots easy, and our clients would tell you that we’re hitting our mark.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

SmartAction

JULY 13, 2018

With AI adoption within contact centers at an all-time high, the Los Angeles based company is prepared to scale its impact as the market searches for omni-channel automation approaches to offload the conversations handled by live agents today.

Call Center 40

Call Center Marketing B2B Contact Center 40

Natalie Petouhof

JULY 26, 2016

Pashler, Harold Psychological Bulletin, Vol. 116(2), Sep 1994, 220-244. i] The Concept of Flow: Handbook of Positive Psychology, Nakamura, J. and Csikszentmihayi, M.

Customer Experience 63

Customer Experience Construction Benchmark Big data 63

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

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). COPC® Best Practices for Customer Experience Operations. Certification Services.

Consulting 40

Consulting Consulting Best practices Call Center 40

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. You most certainly do. And I said, “Of course.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

Voxjar

JUNE 8, 2021

callminer.com Founded in 2002 Based in Waltham Massachusetts. 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. Orecx is an open source solution and they provide a free version of their software.

Call Center 51

Call Center Analytics Enterprise Sales 51

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

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. Darima Fotheringham: This is the 7 th wave of National Customer Rage study. When and how the Customer Rage study begin?

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

Founded in 2002 (and famously acquired, then re-acquired, in multi-billion-dollar deals), Qualtrics has analyzed billions of conversations and supports 3 million frontline users, showcasing how it scales to meet enterprise-level needs. Webex Contact Center).

Enterprise 62

Enterprise Surveys Analytics Feedback 62

Toister Performance Solutions

JUNE 4, 2020

My experience with virtual training started in the late 1990s, and I ran my first full-time virtual training program in 2002. The new hires were contact center agents who answered customer calls. Onboarding new hires, re-skilling existing employees, or just meeting ongoing development needs is a challenge.

Personalization 62

Personalization Best practices Contact Center Technology 62