Taylor Reach Group

MAY 14, 2019

Successes like Overwatch, Counter-Strike, and, more recently, Fortnite, are outstanding examples of the benefits of long-term services with lucrative micro-transactions , like “loot boxes” and “season passes”, that keep the dollars flowing month after month. But the model is proving hard to execute.

Gaming 121

Gaming Customer Service Legal Customer Experience 121

DMG Consulting

OCTOBER 10, 2017

Welcome to the Hybrid World of Contact Center Software . The future of contact center technology is in the cloud, although not all systems and applications are going to be moved to the cloud at once. Contact centers are complex operating environments that can comprise more than 45 different systems and applications.

Contact Center 48

Contact Center Legal Innovation Start-ups 48

Confirmit

JUNE 12, 2017

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JUNE 12, 2017

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Taylor Reach Group

JUNE 13, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 2/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. That being said, there is a time and place for reactive, depending on your customer strategy. When do you get legal involved?

Contact Center 58

Contact Center Artificial Intelligence Legal AI 58

Customer Think

NOVEMBER 30, 2022

The UK recently introduced some new legislation that has implications for customer service.Specifically, an amendment was included in the new Police, Crime, Sentencing and Courts Act 2022 that aims to provide new legal protections for customer-facing w.

Legal 67

Legal Customer Service Contact Center 67

Confirmit

JULY 6, 2017

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Callminer

MAY 11, 2020

To learn more about how customer service and customer experience managers can best handle disgruntled employees, we reached out to a panel of management professionals and asked them to answer this question: “What’s the best way for customer service / experience managers to handle a disgruntled employee?”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Customer Service Life

MAY 14, 2018

For many of us in customer service, we tend to be relational people. If a team leader is concerned that one of their employees may be stuffing their feelings with food, how do they even (legally) approach it? Feel free to contact me or connect with me on my social media links below. We may lean toward the emotional side.

Customer Service 90

Customer Service Legal Social Media Start-ups 90

DMG Consulting

JUNE 8, 2021

These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Fonolo

FEBRUARY 20, 2019

Social listening is a brilliant tool to have as a customer service executive in the midst a brand crisis. It can also help you in crafting an apology and offering a targeted solution, ensuring your agents are well-prepared for aggrieved customers. This is a win-win situation for customers, as well as for contact centers.

Social Media 89

Social Media Contact Center Social Listening Artificial Intelligence 89

Customer Service Life

JANUARY 18, 2019

Creating a quality form for your customer service team can be a scary task. There’s no right answer here, but intentionality around these names can make a difference in how customers are perceived. And consistency in the way we address our customers matters. What’s your customer service philosophy or mission?

Customer Service 80

Customer Service Contact Center Legal Customer Satisfaction 80

Uniphore

JANUARY 25, 2022

In particular, respondents noted that they would like AI to provide tips based on emotions (35%); develop a deeper connection with participants (29%); resolve customer service issues more quickly (26%); and provide on-screen transcription to help reduce a speaker’s accent (24%). Conversational AI Expands Beyond the Contact Center.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Callminer

MARCH 12, 2020

Debt collectors may not contact consumers directly when they know the debtor is represented by an attorney. Interaction analytics solutions can help collections and accounts receivables management (ARM) firms eliminate contact center compliance risk and ensure agent compliance by analyzing every interaction.

Compliance 182

Compliance Contact Center Legal Government 182

Fonolo

APRIL 3, 2019

Let’s put our hands together and give it up for the 2019 winners of Fonolo’s Customer Experience Excellence Awards! Now in its 4 th year, the Customer Experience Excellence Awards examine the work of outstanding contact centers from all industries and regions.

Customer Experience 89

Customer Experience Legal Contact Center Omnichannel 89

Callminer

FEBRUARY 21, 2018

She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. Call centers must keep in mind…”. Any call center monitoring software is only as good as the people who know how to use it. Craig Borowski. SoftwareAdvice.

Contact Center 210

Contact Center CRM Technology Technology 210

UJET

DECEMBER 17, 2020

There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning. Fewer customer service runarounds.

E-commerce 72

E-commerce Machine Learning Contact Center Sentiment Analysis 72

UJET

DECEMBER 17, 2020

There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning. Fewer customer service runarounds.

E-commerce 72

E-commerce Machine Learning Contact Center Sentiment Analysis 72

Taylor Reach Group

MARCH 26, 2019

In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. A call may be considered resolved from an FCR perspective in one center and not in the next. Improving FCR.

Contact Center 112

Contact Center Customer Satisfaction Legal Start-ups 112

Fonolo

MAY 7, 2015

Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Our 7 tips for great call center management are: Talk to Your Support Agents.

Contact Center 126

Contact Center Technology Technology Start-ups 126

Hodusoft

APRIL 11, 2024

Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide In today’s digitally-driven world, customer support is increasingly dependent on digital technologies. According to a report , about 59% of customers expect companies to deliver advanced digital experiences to keep their business.

Contact Center 52

Contact Center Compliance Healthcare Education 52

CSAT.AI

FEBRUARY 5, 2020

Are you sad that you can only monitor a small fraction of customer service interactions? That kind of deep dive data would give you a solid picture of your service revealing what is working and what needs improvement. you are able to search for legal terms/litigious language, and flag those interactions. With CSAT.AI

Customer Experience 52

Customer Experience Artificial Intelligence Sentiment Analysis Compliance 52

Customer Service Life

AUGUST 22, 2018

Check with your legal department on what you can and can’t say. Imagine if your customer’s ecommerce site goes down for a day and they lose thousands of dollars in revenue and you’re the hosting provider. An apology from customer service might compel the customer to sue your company for damages. What do you think?

Legal 68

Legal Engineering Gaming Customer Service 68

Customer Bliss

MAY 23, 2018

Carolyne has spent her career leading work in the customer service and experience industry. She started off doing customer service work for CUC Travel before it became Cendant Travel, and loved the work.

Sports 78

Sports E-commerce Customer Experience Legal 78

Hodusoft

SEPTEMBER 30, 2018

IP PBX is also a service model whereby the VoIP supplier owns and hosts the PBX equipment. Hosted IP PBX solutions are completely legal solutions. HoduPBX is an essential tool for operating agent productivity, tracking leads strategically, and serving current and future customers. Book your DEMO today!

Legal 40

Legal Contact Center Technology Technology 40

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 182

Customer Service Start-ups Education Gaming 182

CSAT.AI

SEPTEMBER 26, 2018

Call center costs depend on many variables, much like the final cost of a sun-ripened tomato. Like a farm, labor is the highest cost involved in operating a call center. Similarly, there are customer service issues that require the finesse of a knowledgeable agent. Many crops are still hand picked by skilled laborers.

Social Media 52

Social Media Sentiment Analysis Legal AI 52

Zendesk

AUGUST 24, 2021

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. How B2B and B2C customer service differs.

B2B 98

B2B Customer Service B2C Finance 98

CSAT.AI

JULY 31, 2019

Abuse is not high on the list for most job seekers, customer service employees included. Though there are many reasons for agent t urno ver in contact centers , one cause is harassment from customers. Here are three ways contact center agents are abused and tools to improve the situation. Disrespect.

Contact Center 72

Contact Center Sentiment Analysis Legal AI 72

Callminer

APRIL 20, 2020

Negotiating and drawing up a contract in some instances can carry legal fees, and continuing the relationship will have costs in time or possibly travel.” Pay close attention to the legalities of risk management when partnering with BPO providers.

Legal 286

Legal Artificial Intelligence Engineering Government 286

Zendesk

AUGUST 24, 2021

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. How B2B and B2C customer service differs.

B2B 52

B2B Customer Service B2C Finance 52

Callminer

SEPTEMBER 5, 2017

Inconsistency or inaccuracy can put a company at risk as, in many cases, the information agents deliver is a legally binding disclosure that needs to be read accurately 100% of the time. She has a command to write on call center software and new technologies used in contact centers. Lindsey Havens.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Hodusoft

OCTOBER 4, 2023

Those who can communicate with clients, customers, and partners more cost-effectively can offer competitive pricing or invest in innovation, giving them an edge over competitors. Customer satisfaction: Cost-efficient communication can lead to faster response times and better customer service.

Compliance 105

Compliance Omnichannel Real Estate Legal 105

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Peter Mann.

Contact Center 345

Contact Center Customer Satisfaction Customer Service Outlook 345

Intercom, Inc.

MARCH 29, 2022

The rules and the regulations regarding consent of data sharing, regarding the legality of data holding, have torn up so many of the marketing playbooks out there. It joins together phone contact centers and modern messaging. We hope Switch will make long call center phone queues a thing of the past.

Start-ups 118

Start-ups Innovation Sales NPS 118

Intercom

DECEMBER 14, 2023

That transformative power is most evident in the customer service space. This was the year we launched our breakthrough GPT-powered chatbot, Fin , capable of instantly resolving up to 50% of customer queries. The customer service landscape is experiencing a monumental shift at the moment as AI becomes more advanced.

AI 98

AI Start-ups Legal Technology 98