Uniphore

JANUARY 25, 2022

Applications considered early in their hype cycle reached maturity at breakneck speed, and our tech predictions became a reality even faster than we anticipated. And in the tech world, the answer is simple: nowhere to go but up! Video-based AI software is the answer to that demand. Tech Players Will Enter Every Industry.

Healthcare 130

Healthcare Video Banking Contact Center 130

Magellan Solutions

APRIL 25, 2024

By delegating tech support services to outsourcing partners, your business can save costs in areas that would otherwise require internal resources and expenditures. Should You Outsource Tech Support? Consider their strengths and weaknesses and whether they can upskill to support your tech support needs. Cost Savings.

Average Handle Time 52

Average Handle Time First Call Resolution Resources Customer Satisfaction 52

Magellan Solutions

MARCH 27, 2024

Most outsource tech support to access expertise, advanced solutions, and cost-effective tailored support. Technical support resolves software, hardware, and network problems. Businesses heavily rely on various software, hardware, and network systems to operate smoothly. Explore how BPOs are transforming technology assistance.

Call Center 52

Call Center Software Customer Satisfaction Self Service 52

West Monroe

JULY 30, 2023

That question spurred our 2023 High-Tech and Software Outlook in December as rising interest rates and an uncertain economic climate cut into the sector’s profitability. Nearly 200,000 tech employees have been laid off in the first five months of this year alone. Interest rates hit a 16-year high.

Software 52

Software Banking Technology Trends 52

Magellan Solutions

APRIL 15, 2024

With an exceptionally competitive cost structure, high levels of English language proficiency , and a deep well of IT talent, the Philippines is an attractive destination for IT outsourcing. High expertise at Magellan Solutions is depicted by adaptive solutions that cut across the varied needs of clients.

Company 52

Company Culture Healthcare Contact Center 52

Comm100

SEPTEMBER 25, 2021

With the revelation that up to 75 percent of consumers expect to see a live chat offered over any other communication channel, companies and businesses are now prioritizing investment in white label chat software to better service their customers and improve their response times. Avoid costs of building a software. Improved security.

How To 221

How To Software Video Customer Satisfaction 221

Daniel Group

APRIL 18, 2024

Our survey database has well over one million completed B2B customer surveys from customers in material handling, construction equipment, bus and truck, and various other industrial markets. They wanted to understand why more customers were not using a faster service between two high-volume traffic lanes.

Communication 98

Communication Strategy NPS Net Promoter Score 98

West Monroe

APRIL 19, 2023

High-tech and software companies continue to have compelling visions for their organizations and make strides to foster digital agility within them. West Monroe’s research highlighted four key areas of opportunity for high-tech and software companies in 2023.

Software 52

Software ROI Report Infographics 52

Uniphore

JUNE 10, 2021

Make Legacy Tech Work Smarter. Half of these cited struggling with legacy software as a major pain point. 13% High Call Volume. Basing automation tech “success” on the employee experience. Use Self-Service to Handle High Call Volume. Look for Industry Expertise and a Track Record of Success. Download eBook.

Call Center 246

Call Center Self Service Contact Center Case Study 246

West Monroe

JUNE 6, 2023

Read on to learn how organizations—in the tech industry as well as traditional industries such as manufacturing and banking—are responding to these changes. In 2022, 1,056 tech companies announced public layoffs, resulting in 164,951 tech employees being laid off globally. The Dow Jones U.S.

Innovation 52

Innovation e-support Banking Retail 52

NobelBiz

OCTOBER 9, 2023

Integration Issues Integration issues arise when different software systems, often from various vendors or developed at different times, cannot easily communicate or work together. High Costs The technological landscape, especially in the call center industry, is dynamic and everchanging.

Call Center 52

Call Center Contact Center Management Contact Center Software 52

Magellan Solutions

NOVEMBER 10, 2023

Economic Factors Philippines vs. India Outsourcing Cost India: Renowned for providing extremely affordable labor, particularly for software and IT development. India is the preferred option for tech-related services and aligning with Western markets because to its historical ties to Western culture and a high degree of English ability.

Culture 52

Culture Government Financial Transportation 52

BirdEye

NOVEMBER 16, 2023

Host industry-specific panel discussions 26. Develop real estate software solutions 27. What you can do now: Use Birdeye’s Social media management software to: Use AI to generate targeted social content Manage social presence across multiple locations Engage with customers seamlessly 5.

Chatbots 111

Chatbots Social Media Consulting Financial 111

NobelBiz

DECEMBER 19, 2023

The industry benchmark for supervisor escalation is 10% or less . Training staff on tech tools enhances efficiency and customer service. Ultimately, technology enhances the customer experience by reducing wait times, providing accurate solutions, and prioritizing high-risk escalations.

Call Center 106

Call Center Management Contact Center Wait Times 106

Comm100

MAY 20, 2022

The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. This guide will provide a comprehensive overview of live chat, explaining the who, what, when, where, and why of live chat software. Chapter 1: What is live chat software. WHAT IS LIVE CHAT SOFTWARE.

Software 180

Software Wait Times Multi-Channel Consumers 180

West Monroe

MARCH 13, 2023

High-tech and software organizations feel this change as much as any sector. These characteristics also position them to begin looking at high-value technology in the next wave of digital sales—revenue intelligence capabilities that will certainly create competitive advantage.

Software 52

Software Data Strategy Competitive Advantage 52

West Monroe

MAY 17, 2022

While growth may be slowing after record expansion in 2021, plenty of opportunity remains for technology and software companies—even amid supply chain instability, a tight labor market, inflation, and heightened regulatory scrutiny. And what do industry executives make of the increasingly beleaguered reputation in the public sphere?

Software 52

Software Report Industry Trends 52

Customer Bliss

AUGUST 31, 2016

Johnson: Robert is co-founder and CEO of TeamSupport.com , a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Cut through the clutter with a customer support hub.

Omni-Channel 268

Omni-Channel B2B Customer Engagement Engagement 268

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Their knowledge and impact is constantly reshaping the service industry. A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ChurnZero

APRIL 1, 2024

One major issue, however, is that so many software and tech companies are still using many manual processes. By leveraging machine learning algorithms, AI can identify the most relevant features, tools, or services for individual customers based on their industry, company size, or usage patterns.

Customer Journeys 76

Customer Journeys Strategy Analysis Tips 76

Comm100

JUNE 24, 2020

This is all the more difficult for industries like government, healthcare, and financial services who must follow even more stringent security requirements. While convenient, this option may not be ideal for highly regulated industries that have unique and stringent security requirements. Download Now.

Customer Engagement 130

Customer Engagement Software Engagement Omni-Channel 130

West Monroe

MAY 4, 2022

Now, the pressure to meet dynamic and demanding customer expectations coupled with the mandate to achieve high revenue and margin growth goals, is substantial. Key takeaways: Learn more about the digital initiatives our industry leaders are prioritizing and why. West Monroe moderator: Dhaval Moogimane.

Innovation 52

Innovation Customer Experience Chief Customer Officer Software 52

Retently

APRIL 11, 2023

That is particularly common for the technology industry, where growth can happen overnight, and a company that had 1,000 customers last week can have 5,000 the next. The speed of change depends primarily on your industry – in tech, it’s fast; in others, slow. Your customers will inevitably change.

Net Promoter Score 158

Net Promoter Score Survey NPS Customer Satisfaction 158

NobelBiz

AUGUST 28, 2023

The Technology Tango: Dancing with Tech Troubles In the realm of contact centers, technology hiccups are like unexpected dance partners. From outdated systems to integration complexities, tech challenges can disrupt the rhythm of seamless customer interactions. Now, let’s move on to the next villain on the list.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

ChurnZero

OCTOBER 8, 2021

ChurnZero Earns a 2021 Tech Cares Award From TrustRadius. ChurnZero is being recognized for giving back to their community with a 2021 Tech Cares Award from TrustRadius. TrustRadius has announced that they have recognized ChurnZero with a 2021 Tech Cares Award. The pandemic was a test of fortitude. About ChurnZero: .

B2B 98

B2B Healthcare Touchpoint Technology 98

CSM Practice

DECEMBER 19, 2021

As an industry, it is fast-moving and outgrowing the tech! So put up the tech stack where it matters. What is a CS tech stack? A Customer Success tech stack is a bundle of software solutions that address customer needs. . A CS tech stack that is not customer-centric loses usability gradually.

Customer Success 98

Customer Success How To CRM Software 98

COPC

APRIL 1, 2024

At the same time, the digital ecosystem is broadening the scope and impact of these technologies across various industries. Tech innovators use AI to minimize the financial burden of training new agents and significantly improve training quality. This level of personalization ensures that customers feel understood and valued.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

West Monroe

MARCH 30, 2023

Companies of every size and industry are on their journey to being digital to meet customer needs for seamless experiences, as well as increase internal efficiencies. But just because traditional companies are looking more like tech companies doesn’t mean they’re acting like them too. million IT jobs in the U.S.):

Software 52

Software Company Healthcare Roadmap 52

West Monroe

JUNE 1, 2023

The tech industry is undergoing a significant transformation. Enabling high growth and retention Since the cost of retaining and expanding sales with existing customers is just a fraction of bringing new customers on board, retention is key to profitability.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

Team Support

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. If companies like Google, Amazon, and Microsoft are not immune to the disruption in the workforce, then there is sure to be a domino effect across all industries.

Chatbots 98

Chatbots Customer Service Competitive Advantage Self Service 98

Magellan Solutions

FEBRUARY 14, 2024

In recent years, the US healthcare industry has significantly increased its reliance on healthcare call center outsourcing companies to enhance patient care and operational efficiency. Improved customer service – Outsourced centers handle high call volumes extremely efficiently, reducing hold times.

Call Center 98

Call Center Healthcare Company Hospitality 98

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. In highly competitive industries, companies large and small have a pressing need to stand out among their peers. Performance Management Software Solutions.

Employee Engagement 106

Employee Engagement Engagement Software Technology 106

CSM Magazine

SEPTEMBER 12, 2023

Zenarate , the leading AI Simulation Training solution for customer-facing agents, today announced strong customer growth despite the headwinds experienced by many tech companies. Zenarate serves a growing global customer base within the financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries.

Training 59

Training Telecommunications Marketing Contact Center 59

Alliance by IFS

JANUARY 31, 2019

In this research report from Astea and WBR Insights, see how field service organizations in the medical device industry are prioritizing patient satisfaction with field service management software. When an Existing FSM Tech Solution Isn’t Enough. Having a comprehensive field service management tech platform is key.

Industry 84

Industry Report Software Customer Satisfaction 84

West Monroe

DECEMBER 13, 2023

How would you sum up your discussions with hundreds of clients across different industries? Regulated industries have generally worried about rules and risks, and sometimes think it’s not practical – like when generative AI can’t do simple math or compute simple logic. What is West Monroe doing to advance AI?

Strategy 52

Strategy Analysis Data Technology 52

West Monroe

OCTOBER 9, 2023

Listen to "Driving Profitable Growth in Enterprise Software" on Spreaker. About the episode In today’s economy, it’s not easy for companies to balance growth and profitability in their enterprise software. We focus on large, growing segments within the software market such as applications, infrastructure, and security.

Software 52

Software Innovation Leadership Culture 52

Magellan Solutions

MARCH 22, 2024

According to industry statistics, 54% of businesses face difficulties hiring qualified employees due to a shortage of specialized IT personnel, budget limitations, or a tight job market. Cost Savings on Software and Infrastructure Making custom software and managing tech in-house needs expensive gear, software licenses, and skilled workers.

Software 52

Software System Resources Communication 52