Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center.

Call Center 96

Call Center Technology Interactive Voice Response Contact Center 96

CX Global Media

NOVEMBER 19, 2018

The quality of leadership is one of the most important predictors of an organization’s future success (Peterson, Walumbwa, Byron and Myrowitz 2009). FREE Training – How to Build a Contact Center Dream Team. FREE Training – How Do Your Call Center Supervisors Measure Up?

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Contact Center Pipeline

DECEMBER 7, 2017

World,” June 2009). Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 There have been huge leaps forward in awareness, mindset and technology, despite some lingering challenges that businesses as yet have failed to address […].

Customer Service 247

Customer Service Technology Customer Care Contact Center 247

Fonolo

MAY 16, 2019

The Guest Education Centre is a call center that focuses on “product education” rather than sales. This means that if you don’t live by a lululemon store and have a question about garment care or an issue with a product, you can give them a call. Tracking Your Call Center Data. There is no big secret here.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

Contact Center Pipeline

FEBRUARY 2, 2021

Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Frank joined Contact Center Pipeline in 2009 and brought with him a big […]. Those of us who have been fortunate enough to know and work with Frank have lost a true friend and an inspiring human being.

Contact Center 113

Contact Center Call Center Customer Experience 113

Contact Center Pipeline

DECEMBER 28, 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

Fonolo

MAY 1, 2019

Avaya’s core call center business was the result of an acquisition of Nortel assets, following the latter’s bankruptcy in 2009. Just in terms of call center software: Avaya has 3 distinct platforms (IPOffice, Aura, and Oceana) and Mitel has three or four depending on how you count. It should be much simpler.”.

Contact Center 99

Contact Center Entertainment Call Center call center software 99

Fonolo

JUNE 26, 2019

Back in 2009, Apple filed for a trademark on its buzz-worthy phrase, “There’s an app for that.” How to Prepare Your Call Center for a Crisis: Black Friday and Cyber Monday. How can call centers improve customer interactions during the most important weekend of the year? What’s Inside: .

Customer Service 104

Customer Service Airlines Transportation Call Center 104

Transparent BPO

DECEMBER 11, 2019

The call centers wouldn’t let us get involved at the agent level. Impressed by what we found, we opened Transparent BPO’s first offshore site in Belize City in late 2009. We hired all Belizeans to start with to bring them up, took the first calls in January 2010, and have been growing steadily ever since.

outsourcing 109

outsourcing Education Call Center Marketing 109

Liveops

FEBRUARY 8, 2019

In fact, Sharon had not only an entire career before joining Liveops Nation in 2009, she was a leader in creating some of the nation’s first outsourced call centers in the 1980s. Sharon got her start in the contact center world shortly after attending University of Florida. So she went to work as a Liveops agent.

Call Center 91

Call Center Consulting Consulting Contact Center 91

TechSee

DECEMBER 5, 2017

Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services. The solution is compatible with all major call center infrastructure vendors (Avaya, Genesys, Cisco, etc.) and cloud-based call center offerings.

Contact Center 116

Contact Center Technology Self service Call Center 116

Sykes

MAY 16, 2018

Irving Williams credits two things for his rise from call center agent to site director at the SYKES Malvern call center: The first is that he is good at call center work. When I started I found out that I was really good in call center life, talking to people and helping people out.”.

Call Center 75

Call Center Personalization Management 75

ROI CX Solutions

DECEMBER 5, 2024

Minutes Table of contents Introduction When it comes to call center outsourcing, the right partner can be the difference between a frustrated customer and a loyal brand advocate. When done correctly, outsourcing call centers is a strategic move for customer satisfaction and revenue. Read Time: 15.5

outsourcing 52

outsourcing Call Center Technical Support B2B 52

Ansafone

MARCH 23, 2020

Besides the SARS Epidemic of 2002-2004, H1N1 Influenza Pandemic of 2009, and Ebola Epidemic of 2014-2016 in more recent years, we, unfortunately, are dealing with one in 2020! An outbreak of a serious disease that has grown out of … Preparing For a Pandemic with Ansafone Contact Centers!

Contact Center 71

Contact Center Call Center 71

CSM Magazine

DECEMBER 6, 2021

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. Tip #3: Streamline Call Center Communications Technology. The Great Resignation is also upon us. It is expected to be shipped on <date>”. Being over-prepared this season is a strong strategy.

Journey mapping 97

Journey mapping Contact Center Chatbots CRM 97

Xaqt

JUNE 1, 2020

As a result, BPOs were forced to shutter call centers overnight as they dealt with the new economic conditions. VOIP made it possible to answer a call anywhere in the world. Which meant that someone from Kansas could call a U.S company and speak with a call center agent in Bangalore.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 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. SmartAction was recognized by Deloitte as a Tech Fast 500 recipient in 2016.

Call Center 40

Call Center Marketing B2B Contact Center 40

Fonolo

AUGUST 28, 2019

As the behemoth of the call center industry, with $3B in revenue and 150,000 customers, whatever this move will be, it will have broad repercussions. How to Prepare Your Call Center for a Crisis: Black Friday and Cyber Monday. We wrote about it last week. – Alan Quayle’s CXTech newsletter. What’s Inside: .

Cloud contact 11

Cloud contact Call Center Contact Center contact center solutions 11

C Space

JANUARY 18, 2021

After discovering that some call-center employees were struggling to make ends meet, the company recalibrated salaries to ensure that every employee has an acceptable standard of living.

Benchmark 116

Benchmark Automotive Government Marketing 116

Hodusoft

AUGUST 27, 2019

Recently, the company has provided ready-to-use HoduCC – Contact Center Software to SHOPTOMYDOOR – A Leading Freight Forwarding Company in Nigeria. The Company was registered at Nigeria in 2009. It guarantees to provide the best Call Center Software that suits best for all types of call centers.

Contact center software 40

Contact center software voip call center software Contact Center 40

Hodusoft

MARCH 24, 2019

Recently, the company has provided ready-to-use HoduCC – Omnichannel Contact Center Software to Wapic Insurance – A Leading Insurance Company in Nigeria. The Company was licensed in Ghana in 2009 and commenced business on 27th April 2009 to underwrite General Insurance.

Contact center software 40

Contact center software voip call center software Contact Center 40

Babelforce

JULY 6, 2022

This post will discuss virtual contact center software and its advantages for businesses. What is virtual contact center software? Virtual contact center software is a cloud-based application that allows call center agents and sales representatives to manage and coordinate all customer interactions with a company remotely.

Contact center software 52

Contact center software Contact Center Abandon Call Cloud contact 52

Quality Contact Solutions

JULY 19, 2018

At QCS, every call center and telemarketing program we conduct for our clients has a direct tie to growing or maintaining revenues on behalf of our clients. Here are a few examples of current B2B outbound, inbound and multi-channel call center client programs: Healthcare Industry Case Study. . • Request a Price Quote.

Telemarketing 63

Telemarketing Inbound sales Outbound sales outsourcing 63

NobelBiz

FEBRUARY 14, 2019

WASHINGTON, February 14, 2019—The Federal Communications Commission today proposed rules banning illegal spoofed text messages and international calls. The proposed rules would enable the agency to address consumer concerns about unwanted text messages and scam calls from overseas.

voip 52

voip Call Center Accountability Technology 52

Taylor Reach Group

MAY 10, 2018

Finding the near perfect place to put your new Call Center or Contact Center can be a daunting task. In this post, I am going to explain what to do in terms of selecting the site location of your Contact Center. If salary cost was king we all would have off-shored our Call Centers long ago.”.

Contact Center 54

Contact Center Real estate Call Center Consulting 54

Taylor Reach Group

SEPTEMBER 18, 2017

Since establishing Snapshotz™ Online in 2009, the Contact Center audit tool has become the largest single database of contact center best practices on the planet! Today more than 2100 centers have completed a Snapshotz™ audit.

Customer Service 20

Customer Service Benchmark Consulting Consulting 20

Revation Systems

JANUARY 2, 2020

In addition to the introduction of HIPAA in 1996, the Health Information Technology for Economic and Clinical Health ( HITECH ) Act of 2009 was designed to address the privacy and security concerns associated with the electronic transmission of health information.

Technology 62

Technology Healthcare contact center solutions Contact Center 62

CX Journey

JANUARY 11, 2018

For example, customer service call centers cost dollars per call versus text messages, which cost cents per call. Some like emails; some like face-to-face interactions; while others, like millennials, prefer texting over phone calls. People like to communicate in different ways.

Multichannel 58

Multichannel Customer retention Call Center Customer Care 58

aircall

APRIL 6, 2017

According to 2009 Cornell University research, consumers are less likely to make purchases when menu options include monetary symbols, such as $ or €, or monetary value words, like dollars or pounds. The simple touch of calling from a local number increases perceived trust. Removing signs of monetary value.

SaaS 84

SaaS Advertising Marketing Personalization 84

Talkdesk

MAY 22, 2019

They were founded in 2009 with a simple mission—create a world where every business thrives through free cash flow. Luckily for many small business owners, they can turn to Taulia. Taulia delivers working capital solutions that make it easy for businesses to free up cash, accelerate payments and improve supply chain health.

Cloud contact 8

Cloud contact Contact Center Analytics Consulting 8

Noble Systems

MAY 11, 2021

Google Voice Search launched in 2009. Over the last ten years, call center speech analysis has been catapulted into a future we did not expect. The personal computer propelled speech recognition in the 1990s, which is when BellSouth introduced its voice portal, VAL. It included 230 billion words.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Talkdesk

AUGUST 19, 2016

As part of a training session each year, Jeff Bezos asks thousands of Amazon managers, including himself, to ­attend two days of call-center training,” states Balducci. However, back in 2009, Amazon made a huge blunder pertaining to unauthorized copies of classic books that they had sold. Be Transparent.

Customer Service 41

Customer Service Customer centricity Accountability Call Center 41

Talkdesk

AUGUST 19, 2016

As part of a training session each year, Jeff Bezos asks thousands of Amazon managers, including himself, to ­attend two days of call-center training,” states Balducci. However, back in 2009, Amazon made a huge blunder pertaining to unauthorized copies of classic books that they had sold. Be Transparent.

Customer Service 40

Customer Service Customer centricity Accountability Call Center 40

Robert Davis

JULY 16, 2018

In The New York Times, Stephanie Rosenbloom explained why footwear sales in October 2009 reached $1.5 Emotional connections, measurable results – an excerpt from the book The Quality Conversation by Bob Davis. This was the highest October sales figure since 2006, even though the recession had hit people hard across the country.

Surveys 96

Surveys Banking Contact Center Sales 96

DMG Consulting

NOVEMBER 1, 2017

DMG initiated coverage of DA in 2009 when we issued our first report on what was an emerging IT sector at the time. WHERE DOES DESKTOP ANALYTICS FIT IN? Desktop analytics (DA) has been around for years and is struggling for general adoption. DA has many potential uses and benefits for companies.

Contact Center 59

Contact Center Analytics Enterprise Consulting 59

Talkdesk

NOVEMBER 7, 2017

Vivino has been at the center of the movement to digitalize the wine industry since it was founded in 2009, taking the wine-buying experience mobile with an app that allows for image recognition, community reviews and intelligent behavior monitoring. Technology has changed the way consumers shop for everything today.

Contact Center 40

Contact Center Analytics Customer Support Personalization 40

Talkdesk

NOVEMBER 7, 2017

Vivino has been at the center of the movement to digitalize the wine industry since it was founded in 2009, taking the wine-buying experience mobile with an app that allows for image recognition, community reviews and intelligent behavior monitoring. Technology has changed the way consumers shop for everything today.

Contact Center 0

Contact Center Analytics Customer Support Personalization 0