Contact Center Pipeline

DECEMBER 14, 2017

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.

Customer Service 178

Customer Service Customer Care Contact Center Call Center 178

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 […].

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Customer Service Technology Customer Care Contact Center 247

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

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. While the Canada angle is entertaining, the impact of a Mitel-Avaya merger would have very material affects on the contact center world. There’s a tasty irony to an Avaya-Mitel merger.

Contact Center 99

Contact Center Entertainment Call Center call center software 99

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. The Contact Center Guide to Managing Spikes in Call Volume.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

Babelforce

JULY 6, 2022

Virtual contact center software enables contact centers to manage customer interactions from various channels cost-effectively and efficiently. Some organizations have their in-house contact centers, while others may outsource their customer service to third parties. What is virtual contact center software?

Contact center software 52

Contact center software Contact Center Abandon Call Cloud contact 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. The boss has just asked you to head up the search for a new location for your Contact Center.

Contact Center 54

Contact Center Real estate Call Center Consulting 54

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

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

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. These systems are easy to learn and implement in contact centers with both full-time and seasonal staff. Tip #5: Take Advantage of Technology.

Journey mapping 97

Journey mapping Contact Center Chatbots CRM 97

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

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

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

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

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

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. Today the dataset reflects more than 14 million data points.

Customer Service 20

Customer Service Benchmark Consulting Consulting 20

Talkdesk

OCTOBER 3, 2017

Five Trends That Will Make You Rethink the Contact Center Experience. In this session, Gadi and Todd cover five important contact center trends: 1. Likewise, despite the expectation that phone customer service would disappear, 68% of contact center communication continues to happen over the phone.

Contact Center 40

Contact Center Advertising Customer centricity Customer Service 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

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. Revation and Wearable Technology.

Technology 62

Technology Healthcare contact center solutions Contact Center 62

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

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. It offers RPA solutions for contact centers and back offices. This vendor sells an RPA solution, Cicero Automation, and a DA solution, Cicero Insight, for contact centers and back-office functions.

Contact Center 59

Contact Center Analytics Enterprise Consulting 59

Talkdesk

MAY 22, 2019

They were founded in 2009 with a simple mission—create a world where every business thrives through free cash flow. Vanessa Avila, technical services manager at Taulia, searched for a cloud contact center that could help them track agent performance and provide them with analytics and reporting on call statistics.

Cloud contact 8

Cloud contact Contact Center Analytics Consulting 8

Noble Systems

MAY 11, 2021

Google Voice Search launched in 2009. For contact centers, ASR is often the first point of interaction between a brand and its customers, and is fundamental to gaining consumer insights through conversation analytics. Many companies, including contact centers, leverage ASR to provide advanced call routing.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Robert Davis

JULY 16, 2018

In The New York Times, Stephanie Rosenbloom explained why footwear sales in October 2009 reached $1.5 In my work with customer contact centers across a wide range of industries, the same types of trends hold true when customer service representatives use The Quality Conversation. Emotional connections matter.

Surveys 96

Surveys Banking Contact Center Sales 96

Robert C. Davis and Associates

JULY 16, 2018

In The New York Times, Stephanie Rosenbloom explained why footwear sales in October 2009 reached $1.5 In my work with customer contact centers across a wide range of industries, the same types of trends hold true when customer service representatives use The Quality Conversation. Emotional connections matter.

Surveys 40

Surveys Banking Contact Center Sales 40

JustCall

JANUARY 31, 2023

Top 8 Alternatives to Dialpad – Choose the Best Call Center Software for Your Business JustCall OpenPhone Grasshopper Zoom Meetings RingCentral MVP Nextiva Google Voice Microsoft Teams 1. JustCall Overview JustCall is a VoIP business phone system and contact center software. Let’s get to it right away.

voip 52

voip Enterprise Interactive Voice Response CRM 52

JustCall

JANUARY 19, 2023

Top 8 VoIP Alternatives & Options to VoIP – Choose the Best Call Center Software for Your Business JustCall Nextiva Google Voice Skype WhatsApp Spoke TextRequest ZipWhip 1. JustCall offers a range of contact center software features such as calling, messaging, calendar, automation, AI, and others.

voip 52

voip CRM Interactive Voice Response Enterprise 52

Verint

APRIL 3, 2018

In 2009, for example, a bronze statue of civil rights pioneer Rosa Parks was unveiled at the Rosa Parks Plaza, located in downtown Dallas. Dallas is home to six professional sports teams, over 30,000 hotel rooms, and The Trinity River Corridor Project, which when completed is slated to be over ten times the size of New York's Central Park.

Marketing 28

Marketing Contact Center Call Center Analytics 28

NobelBiz

APRIL 9, 2024

Call centers play a crucial role in customer service and sales operations. However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations. Table of Contents What is Call Center Compliance and Why is it Important?

Call Center 104

Call Center Telemarketing Healthcare Government 104

Fonolo

APRIL 17, 2019

It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. How to Reduce Contact Center Costs AND Improve Customer Service. The cost-reducing impact of call-back technology.

Airlines 78

Airlines Transportation Contact Center Self service 78

Toister Performance Solutions

DECEMBER 10, 2019

I've lost count how many times angry customers yelled that at me when I was working in retail, first in a clothing store and later in a call center. When I managed a contact center, a lot of off-the phone work would pile up while we were deluged with customer calls. You've ruined Christmas!"

Advertising 67

Advertising Airlines Morale Self service 67

TMP Direct

APRIL 29, 2015

Loss of customer loyalty: “Contact centers leave 18% of customers with unresolved issues. Consequently, call centers with the ability to solve problems have enormous potential to help firms retain valuable customers and preserve the value of their customer asset. Customer Service Fast Facts.

Customer Service 40

Customer Service Advertising Contact Center Customer retention 40