Think Customers

APRIL 6, 2020

Contact centers and customer service organizations play a critical role in enabling those human connections. They are on the front line of a brand’s relationship with customers and the public. While others allow customers to buy or replace products virtually when physical stores are closed. And that’s ok.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52

CSM Magazine

MARCH 18, 2021

Poor customer service and perseverance in long waiting loops – what we have begrudgingly accepted as the norm can be changed with the help of modern AI software. Cognigy , an internationally successful pioneer in customer service automation, offers one of the leading Conversational AI platforms (think voice- and chatbots).

Customer Service 75

Customer Service Virtual Agent Contact Center Insurance 75

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. Additional findings from Waterfield Tech’s research include: The Value of Investing in the Contact Center.

Telecommunications 52

Telecommunications Virtual Agent Contact Center Customer Experience 52

CSM Magazine

DECEMBER 14, 2023

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer. For the first time, contact center leaders can seamlessly connect new agent training with live agent assessment and ongoing coaching on one comprehensive platform.

Contact Center 52

Contact Center Telecommunications Insurance Healthcare 52

CSM Magazine

OCTOBER 18, 2023

.” Zenarate AI Coach is the “flight simulator” for customer service agents. In training, agents are immersed in life-like conversations, screen, and chat simulations to master high-impact topics they will face with live customers. For more information, visit www.zenarate.com.

Feedback 59

Feedback Telecommunications Contact Center Insurance 59

TechSee

JANUARY 7, 2020

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Robotic service.

Customer Retention 136

Customer Retention Telecommunications Loyalty Programs Wireless 136

Magellan Solutions

JULY 14, 2021

Other industries can outsource customer service and yield all of its benefits as well. When we talk about customer support outsourcing , most businesses will immediately think of big industries such as Information Technology and Finance. We will also look at the go-to call centers of companies in the Philippines.

2021 52

2021 Customer Service Call Center Telecommunications 52

Avaya

JULY 22, 2016

The Avaya team demonstrated to Mack Wyche, Chief, Telecommunications Branch, DHA that UC, contact center, and SIP technologies could streamline the agency’s enterprise conference premise solution, migrate from legacy to SIP trunks at its headquarters, and enhance equipment maintenance.

Contact Center 41

Contact Center Technology Government Telecommunications 41

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Interaction 221

Interaction Telecommunications 2018 2013 221

TechSee

FEBRUARY 26, 2019

To stay ahead of the game and see off rising competition from new market entrants, leading telecommunications providers know that customer experience is the new battleground. It’s the key to enhancing customer experience in telecoms, right across the board.

Customer Experience 95

Customer Experience Contact Center Telecommunications Download 95

NICE inContact

DECEMBER 9, 2015

That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Searching for the Ideal Contact Center System.

E Commerce 75

E Commerce Customer Service Contact Center E-support 75

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Customer Experience 52

Customer Experience Telecommunications Customer Service Training Insurance 52

CSM Magazine

SEPTEMBER 29, 2022

KM 2 Solutions , a leader in nearshore business process outsourcing with contact centers across the Caribbean and Latin America, is pleased to announce further expansion to its Caribbean operations. A trend KM 2 predicts will continue well into the future. About KM² Solutions.

2004 59

2004 Contact Center Telecommunications Hospitality 59

Call Experts

JUNE 22, 2021

For the 12th year, the contact center earns this prestigious award of excellence based on outstanding customer support. This award is presented annually by the Association of TeleServices International (ATSI), the contact center services trade association across North America and the UK.

Contact Center 52

Contact Center Telecommunications Call Center 2021 52

Talkdesk

MARCH 4, 2021

One efficient way to take action is to repurpose on-site resources, such as bankers, by leveraging contact center functionality and mobilizing them around a client. 4 steps to boost customer experience: 1. Provide a smartphone and mobile-ready contact center software. What does it take?

Contact Center 94

Contact Center Customer Experience Banking Telecommunications 94

transcosmos Information Systems

JULY 24, 2016

Regardless of the industry your business belongs to, there’s no denying that customers are and will always be your company’s lifeline. Thus, providing superb customer service support should be on top of your priorities. Telecommunications. Resolving massive customer complaints on products and services .

E Commerce 48

E Commerce Customer Service Telecommunications E-support 48

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them. Let’s explore the top 6 chatbot examples of 2020.

Customer Service 60

Customer Service Banking Healthcare B2C 60

Call Experts

APRIL 8, 2024

This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services, including telephone answering and message delivery across North America and the UK. We are grateful for this honor.”

Telecommunications 52

Telecommunications Call Center 2023 Contact Center 52

Calabrio

JULY 5, 2016

When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. According to the report, customer satisfaction scores for Comcast, the largest Internet and cable service provider in the U.S., How did they do it?

Customer Service 56

Customer Service Contact Center Telecommunications Customer Satisfaction 56

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Let’s look at does unstructured data actually include, how does one approach the analysis to ultimately improve customer service.

Customer Service 59

Customer Service Contact Center NPS Financial 59

NICE inContact

JANUARY 26, 2016

The ability to provide an excellent customer service experience is a key differentiator in today’s Era of the Customer for businesses of any size and every vertical market. The question of how a small business can win the customer service battle is crucial to business success and sustainability.

Customer Service 48

Customer Service Contact Center 2015 Telecommunications 48

CSM Magazine

DECEMBER 15, 2015

CGS, a global provider of business applications, enterprise learning and outsourcing services, has announced the acquisition of Mas Cerca Contact Center, the Chile-based business process outsourcing (BPO) provider. “Joining with CGS, we are on the way to becoming the largest BPO provider in Latin America.

Contact Center 40

Contact Center 2004 Telecommunications Transportation 40

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. As well as electronics manufacturers, nine other sectors were surveyed in the overall study, including banking , telecommunications and retail. Published on: September 11, 2015. and How do I get a replacement manual for my product?

Customer Service 76

Customer Service 2015 2014 Social Media 76

Gainsight

NOVEMBER 16, 2023

Telefónica Germany is one of the leading integrated telecommunications providers in Germany. They offer mobile and landline services for private and business customers as well as innovative digital solutions based on infrastructure and the analysis of mobile data. This year’s Pulse Europe Experience Maker is Avaya.

2023 52

2023 Telecommunications Contact Center Innovation 52

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. Virtual Customer Assistants. An increasing number of customers are demanding self-service options.

2018 84

2018 Customer Service Multi-Channel Document 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. Virtual Customer Assistants. An increasing number of customers are demanding self-service options.

2018 84

2018 Customer Service Multi-Channel Document 84

Lithium

MARCH 13, 2018

While there are many categories, our customers excelled in the Customer Service and Contact Center Achievement categories. So for outstanding customer experiences by great customer service teams, congratulations to: Cisco. Best Use of Technology in Customer Service - Computer Industries.

2018 40

2018 Telecommunications Contact Center Technology 40

Lithium

MARCH 13, 2018

While there are many categories, our customers excelled in the Customer Service and Contact Center Achievement categories. So for outstanding customer experiences by great customer service teams, congratulations to: Cisco. Best Use of Technology in Customer Service - Computer Industries.

2018 40

2018 Telecommunications Contact Center Technology 40

Lithium

MARCH 13, 2018

While there are many categories, our customers excelled in the Customer Service and Contact Center Achievement categories. So for outstanding customer experiences by great customer service teams, congratulations to: Cisco. Best Use of Technology in Customer Service - Computer Industries.

2018 40

2018 Telecommunications Contact Center Technology 40

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. out of 100 (up 0.5

Net Promoter Score 51

Net Promoter Score Brands Customer Service 2016 51

Magellan Solutions

JULY 20, 2021

By ensuring that its call center agents receive extensive training in areas such as advanced data analytics, software technology, and machine learning; call centre services Philippines promises a threefold return when you choose to partner with them. Can contact center services Philippines triple your business value?

Call Center 52

Call Center E Commerce E-support Contact Center 52

TechSee

FEBRUARY 21, 2022

Enhance Customer Service. With companies increasingly competing to win customers based on their experiences, it’s no surprise that 59% of executives in the U.S. say that they’re leveraging AI to enhance customer service. There are many ways AI is helping businesses across industries gain a competitive advantage.

Innovation 109

Innovation Insurance Telecommunications Automotive 109

Call Experts

JUNE 22, 2023

This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services, including telephone answering and message delivery across North America and the UK. We are grateful for this honor.”

Telecommunications 52

Telecommunications Call Center 2023 Contact Center 52

Magellan Solutions

JULY 8, 2021

Here we look at some of the most common worries in outsourcing to contact center solutions Philippines : Offshore call centers make your customers feel disrespected. Customers feel like their questions are important enough to be dealt with by your company directly. Companies make promises in their campaigns.

Call Center 52

Call Center Contact Center 2005 Telecommunications 52

CSM Magazine

FEBRUARY 16, 2018

Winners of the 2018 People’s Choice Stevie Awards for Favorite Customer Service, a worldwide public vote, have been announced. The Awards, now in their 12th year, are the world’s top honors for customer service, contact center, business development, and sales professionals.

Customer Service 40

Customer Service Tourism Telecommunications Transportation 40

CSM Magazine

APRIL 27, 2022

Quantum Metric, the Continuous Product Design platform for customer-driven digital experiences, today announced an integration with ServiceNow to extend insight into individual customer experiences. Quantum Metric Embedded Replay is available in the ServiceNow Store.

Metrics 52

Metrics Telecommunications Contact Center 2021 52

NICE inContact

JUNE 11, 2019

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. The fact is basic telecommunication services are essentially commodities these days, and everyone knows that competition over price and features only can go so far.

Customer Service 54

Customer Service Banking Telecommunications Retail 54