Helpware

AUGUST 13, 2024

Strange as it may seem, when some people think of business process outsourcing (BPO), they still picture just one thing—bustling call centers in far-off lands or those dreaded late-night customer service calls. But the thing is that outsourcing is so much more than that. It’s a powerful tool—or you can call it a secret weapon—that both small businesses and large corporations are skillfully wielding to improve business operations, cut costs, and delegate non-strategic functions to be able to focu

outsourcing 82

outsourcing Business Process Outsourcing Enterprise Call Center 82

Totango

AUGUST 13, 2024

“If you invest in the post-sale, and you have somebody that can focus just on the digital journey, you’re going to keep more customers, and you’re going to expand them, because they’re going to have a better experience.” – Katie Yagodnik, Director, Customer Success Operations and Digital Programs, Totango + Catalyst Customer success operations (CS Ops) can be the “wizard” behind the scenes of your customer-centric strategy.

Customer centricity 108

Customer centricity Sales Enterprise Metrics 108

Select VoiceCom Blog

AUGUST 13, 2024

Rhea Stephani Mira was recognized as SVC Titan of the Month for July 2024, standing out among her fellow top performers. Since joining Select VoiceCom in October 2021, Rhea has consistently shown professionalism, integrity, and excellence as a client-dedicated call center agent. At 27, she has proven herself to be much more than just a pretty face and friendly voice.

Call Center 81

Call Center Accountability Personalization 81

Cisco - Contact Center

AUGUST 13, 2024

Discover how the leadership and teamwork at Cisco rallied around Premium Services Specialist Amber R. when her house caught fire moments before a meeting.

87

87

Advertisement

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

BlueOcean

AUGUST 13, 2024

In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches of the contact center is an absolute must. The math provides us with insights on how to improve the customer experience and gain greater value for the client. We’re constantly asking questions like, how fast are agents answering calls (Average Speed to Answer)?

outsourcing 62

outsourcing Call Center Metrics Average Handle Time 62

AnswerConnect

AUGUST 13, 2024

Getting a lot of calls? Without the right systems in place, it can feel overwhelming. Find out how to handle large call volumes with ease. Read more The post Handling high call volumes: everything you need to know appeared first on AnswerConnect Blog.

Answering services 52

Answering services Customer Support Customer Experience 52

CSM Magazine

AUGUST 13, 2024

How has communication changed the way you connect with your customers? Communication technology has transformed the customer experience, focusing more on personalization, quick responses, and smooth interactions. In this article, you’ll learn how advanced communication technology can improve your customer relationship management (CRM) and retention, helping you build stronger connections and achieve lasting success.

Management 52

Management CRM Customer retention Feedback 52

DMG Consulting

AUGUST 13, 2024

The Future Is Bright for the CCaaS Sector View this article on the publisher’s website The contact center-as-a-service (CCaaS) sector remains one of the fastest-growing in the contact center technology market, a trend DMG Consulting expects to continue for the next few years. An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA)/conve

Contact Center 48

Contact Center Virtual Agent Self service Consulting 48

Advantage Communications

AUGUST 13, 2024

2025 trends in BPO and CX from 2024 and what to expect in 2025.

Analytics 52

Analytics Customer Experience Customer Service 52

Advertisement

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

DMG Consulting

AUGUST 13, 2024

Bringing Shrinkage Under Control August 2024 Shrinkage measures the percentage of time agents who are scheduled to handle a forecasted activity are unavailable to perform this task. This key performance indicator (KPI) takes into account all activities that prevent an agent from performing the job for which they are scheduled. It’s important to measure and track shrinkage because it negatively impact’s a contact center’s ability to meet its service level commitments.

Gamification 48

Gamification Contact Center Coaching Service level 48

Concentrix

AUGUST 13, 2024

Play Video

Customer Service 48

Customer Service 48

AWS Machine Learning

AUGUST 13, 2024

Generative artificial intelligence (AI) provides an opportunity for improvements in healthcare by combining and analyzing structured and unstructured data across previously disconnected silos. Generative AI can help raise the bar on efficiency and effectiveness across the full scope of healthcare delivery. The healthcare industry generates and collects a significant amount of unstructured textual data, including clinical documentation such as patient information, medical history, and test result

Healthcare 115

Healthcare APIs Consulting Consulting 115

Totango

AUGUST 13, 2024

“We hit 115% of our target across Totango + Catalyst in Q1 on our expansion number, and that was largely due to the CSMs and the focus they put in along with the work that we’re doing with our account executives. The partnership that we have is working.” Customer renewals are the lifeblood of any subscription-based business, directly impacting your company’s revenue, growth, and long-term success.

Management 98

Management Best practices Consulting Consulting 98

Advertisement

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

NobelBiz

AUGUST 13, 2024

What is VoIP? A Voice over Internet Protocol (VoIP) telecom system allows contact centers to connect inbound and outbound calls over an internet connection. Unlike the old PBX systems, a VoIP solution requires minimal on-site hardware and provides an excellent, lean, and cost-effective way of handling voice calls, provided the contact center has an internet connection.

voip 52

voip Call Center Interactive Voice Response Customer Service 52