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A CEO guide for avoiding the ten traps that derail digital transformations 

A CEO guide for avoiding the ten traps that derail digital transformations  | Contact Center Technology | Scoop.it
Transforming your business has risks. Successful leaders know how to spot them and avoid them.

Via Dave Cherry
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Case Study: AI sales assistant generates $2.5M in pipeline opportunities for contact center

Case Study: AI sales assistant generates $2.5M in pipeline opportunities for contact center | Contact Center Technology | Scoop.it
For today’s contact centers, integrating artificial intelligence and automation technology is not only a timesaver for employees but actually a way to generate more opportunities and more revenue. Companies in the cloud communications space, like NewVoiceMedia, have seen firsthand how this new technology can turn leads into results and add an extra set of “hands” to the entire organization.

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, September 8, 2017 11:48 AM

 Implementation of AI and Automation in the Contact Center has the ability to increase the quality  of leads.

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Contact Centre Solutions 101: The CommsTrader Buyer’s Guide

Contact Centre Solutions 101: The CommsTrader Buyer’s Guide | Contact Center Technology | Scoop.it
Contact centre technology is changing rapidly, and keeping pace when making buying decisions is not always easy. So as part of our contact centre solutions Technology Track series, we have put together the following 10-point guide to help business owners and CIOs out when it comes to making their next contact centre purchase.

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Colin Taylor TRG's curator insight, September 13, 2017 3:40 PM

We have helped hundreds of organizations assess their telephony and technology needs to ensure that the solution selected will not only meet the center needs for today but also future proof the center for the future. We are vendor agnostic and do not ‘partner’ with vendors.

 

https://thetaylorreachgroup.com/technology-acquisition/

 

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16 Ways to Get Inspired in the Contact Center

When you think about your job, your office, your team, or your day-to-day duties, what words come to mind? If inspirational isn’t one of them, we’re here to help! We know the daily grind can feel taxing--especially in the contact center. That’s why #ICMIchat devoted an hour to brainstorming ways to find workplace inspiration. From office design, to music, to coping mechanisms for bad days, we shared it all! Here are some of the best tips.

Via Colin Taylor TRG
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Viewpoint: Identifying a fake contact centre

Viewpoint: Identifying a fake contact centre | Contact Center Technology | Scoop.it
The world is being inundated with fake news and cyber crime. Sadly, fraud artists, who falsely pose as contact centre agents, are a reality too. However, the contact centre community can help spread the word before unsuspecting victims' bank accounts are wiped out. 

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Colin Taylor TRG's curator insight, April 24, 2017 2:27 PM

With more and more Call Center/ Contact Center scams in the news, this is a good quick read worth sharing with your customers for identifying these scam centers. Ensure your customers know when they're interacting with your brand vs. impostors. 

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Masergy Launches Cloud Contact Center

Masergy Launches Cloud Contact Center | Contact Center Technology | Scoop.it
Masergy Communications Inc. has announced the availability of its Cloud Contact Center, which represents the next generation in customer interaction solutions, providing an omni-channel system that helps companies transition to a unified cloud platform to create exceptional customer service experiences. The Cloud Contact Center is a vital asset that lets companies improve customer satisfaction, reduce costs, drive incremental sales and strengthen brand identity. "The move to the cloud, omni-channel communications and predictive analytics are key differentiators in the contact center market," says Cindy Whelan, principal . . .
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SoftBank, Sprint and TBCASoft Partner in Blockchain Technology for Telecom Carriers - Blockchain News

SoftBank, Sprint and TBCASoft Partner in Blockchain Technology for Telecom Carriers - Blockchain News | Contact Center Technology | Scoop.it
Share with: Japan-based SoftBank, U.S.-based Sprint Corporation and U.S.-based TBCASoft, have announced they agreed to aim for a technology partnership jointly developing Blockchain technology for telecommunication carriers. TBCASoft is a startup company developing consortium-based Blockchain technology specifically for telecommunication carriers. SoftBank, Sprint and TBCASoft will promote research and development with the aim of building a …
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How to Design a Stress-Free Contact Centre

How to Design a Stress-Free Contact Centre | Contact Center Technology | Scoop.it

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Colin Taylor TRG's curator insight, May 14, 2015 8:38 AM

Stress is a fact of life in most #callcenter organizations. This post can help reduce stress and improve engagement and performance. #custserv #engagement

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Zenith Education Group lays off 131 people at Thornton call center - Denver Business Journal

Zenith Education Group lays off 131 people at Thornton call center - Denver Business Journal | Contact Center Technology | Scoop.it
The company manages operations for Everest Colleges in metro Denver and Colorado Springs following the sale from Corinthian Colleges.

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Colin Taylor TRG's curator insight, May 13, 2015 7:42 AM

#callcenter closes in Thornton, laying off 131 staff

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IEEE launches hot IoT ecosystem study

IEEE launches hot IoT ecosystem study | Contact Center Technology | Scoop.it
Paper shows how to create a smarter and more programmable and interactive IoT.

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Richard Platt's curator insight, May 10, 2015 12:10 AM

"The roundtable discussions that we moderated and hosted were entirely consistent with the overall conclusions of the IoT Ecosystem Study and reinforce the valuable role that all of the actors need to play to contribute to the IoT's development and success.  -  Chuck Adams, strategist at Huawei said: "With global interoperability of IoT as a goal, it's important that we continue to build consensus across industry, researchers, academia and regional organisations, as well as with the broader SDO and implementation communities, while also focusing on cross-domain management that provides the security, trust, and privacy necessary to ensure evolving market acceptance and adoption.

"This study provides a detailed snapshot of where we are today, broadly covering the many varied and emerging areas relevant to growing the IoT market, and serves as a valuable working platform for discussion towards realising the full potential of IoT as envisioned for the future."  - However the report on standards isn't due until 2016 - but that doesn't address the interim for companies that are designing for the IoT / IIoT / IoE, and IoH now

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Why Nike and Under Armour are spending wildly to watch your every step

Why Nike and Under Armour are spending wildly to watch your every step | Contact Center Technology | Scoop.it
America's sportswear giants have a big (creepy?) plan to get you to buy more stuff.

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Roland Alston's curator insight, April 23, 2015 4:07 PM

Under Armour executives said Tuesday that their Connected Fitness platform now counts more than 130 million unique users. Most of those have come from Under Armour's $700 million health-app buying spree. It is another way America's second-biggest sportswear firm is seeking to get ahead of its chief rival, Nike.

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Optimising customer service with mobile messaging - CallCentre.co.uk

Optimising customer service with mobile messaging - CallCentre.co.uk | Contact Center Technology | Scoop.it
When crisis hits, it is essential for a brand’s customer reputation be managed correctly

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, April 10, 2015 4:54 PM

Businesses lose 10% of customer each year on average- how you handle a crisis can increase or decrease this figure. #custexp #custserv #callcenter

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Are You Making These Classic Outbound Dialling Mistakes?

Are You Making These Classic Outbound Dialling Mistakes? | Contact Center Technology | Scoop.it

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Gartner : Says Self-Service Analytics and BI Users Will Produce More Analysis Than Data Scientists Will by 2019 | 4-Traders

Gartner : Says Self-Service Analytics and BI Users Will Produce More Analysis Than Data Scientists Will by 2019 | 4-Traders | Contact Center Technology | Scoop.it
Press Release



Analysts to Discuss How to Implement Self-Service Analytics and BI at Gartner Data & Analytics Summit, March 19-21, 2018 in... | January 25, 2018

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Finding the Budget for Voice Biometrics | CustomerThink

Finding the Budget for Voice Biometrics | CustomerThink | Contact Center Technology | Scoop.it
Implementing some kind of biometrics authentication to protect your customers’ identities used to be an innovation play, but with increasing incidents of frauds and breaches, it has become a hygiene issue in the past few years. If your brand is not putting your customers’ privacy and security at the forefront of your customer experience strategy, you run the risk of falling behind your peers.

In our recent webinar on voice biometrics, we asked our audience about their familiarity with voice biometrics. To our delight, over 40% of them were actively investigating and evaluating a voice biometrics solution. From our experience in the field, we learned that one of the main hurdles in implementing voice biometrics is finding the budget and making a successful business case.

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The Case For A Chief Omnichannel Officer 

"Leadership and corporate culture start from the top, which is part of the reason the C-Suite is a vital part of a company’s success. There’s obviously the big players like the CEO, CFO, and CMO, and some companies have a Chief Customer Officer or sometimes even a Chief Experience Officer. But what about a Chief Omnichannel Officer?"


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Colin Taylor TRG's curator insight, September 11, 2017 12:46 PM

A good, quick read/listen on the role of a Chief Omnichannel Officer and how he/she can lead the company to success.. 

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For A Better Customer Experience, Skip The Script!

For A Better Customer Experience, Skip The Script! | Contact Center Technology | Scoop.it
I get it! Scripted responses and dialog have their place. For one, they save a lot of time. Also, they show you are prepared to meet the needs of your customers in a timely manner. I have used them quite a bit over the years. However, what I am not a fan of is script that is read verbatim, as part of the service experience.

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Colin Taylor TRG's curator insight, April 24, 2017 8:03 AM

Agreed - I think scripts are important to a call center and should be used as a guide. Hiring and training staff that will know when it's necessary to veer from this to provide excellent customer experience.

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Tech Trends: Cloud Technology & Future Trends In The ICT Industry

For more information log on to http://www.channelstv.com
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Telecoms to take advantage of virtual reality

Telecoms to take advantage of virtual reality | Contact Center Technology | Scoop.it
Traditionally, telecoms companies have struggled to build an ongoing relationship with their customers…
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4 New Apps for Entrepreneurs to Build their Personal Brand!

4 New Apps for Entrepreneurs to Build their Personal Brand! | Contact Center Technology | Scoop.it
For so many personal branding is about developing your story, conveying your passion and delivering your value all of which most entrepreneurs do really well.

Via Brian Fanzo
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Zenith Education Group lays off 131 people at Thornton call center - Denver Business Journal

Zenith Education Group lays off 131 people at Thornton call center - Denver Business Journal | Contact Center Technology | Scoop.it
The company manages operations for Everest Colleges in metro Denver and Colorado Springs following the sale from Corinthian Colleges.

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Colin Taylor TRG's curator insight, May 13, 2015 7:42 AM

#callcenter closes in Thornton, laying off 131 staff

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Why Paying for Social Is Better Than 'Doing' Social

Why Paying for Social Is Better Than 'Doing' Social | Contact Center Technology | Scoop.it

For businesses, social media is like meth. I say this based on encyclopedic knowledge of drugs obtained via Breaking Bad marathons. Meth’s great for a while, but over time it’s harder to get the results you once got. At some point, you’re spending all your time and money thinking about it. And by the time you start worrying about your teeth start falling out, it’s too late.

Recent research confirms this:

“The average organic reach for posts from Facebook pages in March was 2.6 percent of a brand’s audience. … This percentage dropped to 2.3 percent for pages with more than 1 million likes.” (Source: Localytics, reported by 1to1Media)


Via Brian Yanish - MarketingHits.com
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Make a Change for Employee Engagement: Here’s How!

Make a Change for Employee Engagement: Here’s How! | Contact Center Technology | Scoop.it
All top performing call centers have a high level of employee engagement. The following article provides a game plan for improving your call center performance by way of employee engagement. This coupled with Call Center Games will provide you with everything your center needs to deliver outstanding results.

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, May 4, 2015 8:41 AM

Good article on employee engagement - some astute observations and good questions. #callcenter #custserv #custexp

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HGS call centre unable to find enough employees in Thunder Bay

HGS call centre unable to find enough employees in Thunder Bay | Contact Center Technology | Scoop.it
A lack of willing workers drove the HGS call centre out of Thunder Bay, according to the company's vice president of human resources but a man who wanted to work there sees things differently.

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, April 24, 2015 8:24 AM

Not able to recruit staff at $12.50/hour?? Sounds like there is more going here than just recruiting issues. #callcenter #custserv #hgs 

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Duct cleaning companies pay $55,000 for violating do-not-call list

Duct cleaning companies pay $55,000 for violating do-not-call list | Contact Center Technology | Scoop.it
Canada's telecom regulator says four air duct cleaning companies paid a total of $55,000 as part of a settlement following violations for unsolicited phone calls to potential customers.

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, March 25, 2015 7:37 AM

Companies fined for using offshore #callcenter to violate Do Not Call list- #DNC #cctr #custserv