Storyminers

JULY 7, 2020

What’s the most important thing contact center managers should prepare for in 2017? At most contact centers, there will be several waves of change within the 2017 calendar year. There are still many contact centers that put internal performance numbers ahead of customers’ needs. 2 Serve before you sell.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

Talkdesk

MARCH 17, 2020

Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle. Call centers are overloaded with heavy volumes resulting in long hold times and time-to-callback.

Contact Center 94

Contact Center Self Service Tourism Travel 94

Talkdesk

MAY 14, 2020

The pandemic represents a challenge for business survival as some industries like travel and hospitality see a concerning decrease in demand, while many organizations struggle to keep up with high call volumes and effectively serve their customers.

Contact Center 118

Contact Center Hospitality Call Center Travel 118

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Empathy is key.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

Talkdesk

FEBRUARY 11, 2020

Customer experience and contact centers, in particular, are great starting points to implement artificial intelligence (AI) solutions since they are a large source of customer information, generating enormous quantities of data that is impossible to process manually. If a customer says “I am free on Friday at 9:30 a.m.”,

Contact Center 65

Contact Center Hospitality Healthcare Travel 65

CSM Magazine

JULY 13, 2022

Contact center leaders are struggling to keep pace with ‘unrealistic’ demands. Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide.

Contact Center 59

Contact Center Survey Healthcare Insurance 59

Storyminers

JANUARY 24, 2017

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017? Here’s what we learned. 2: Serve before you sell.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Talkdesk

APRIL 22, 2020

However for some companies, particularly in travel and hospitality, the storm came abruptly with little time for planning and response. Contact centers utilizing on-premises infrastructures do not have adequate flexibility and scalability to allow their workforce to operate remotely and also meet rising customer demands.

Hospitality 59

Hospitality Travel Contact Center B2C 59

Magellan Solutions

NOVEMBER 25, 2021

Empowering Your SME with Omnichannel Contact Centers. Among the many innovations in customer service and all its channels, omnichannel contact centers are one of the most recent (and the most effective) in terms of not just service, but also in covering more ground. What is an Omnichannel Contact Center?

Contact Center 52

Contact Center Omni-Channel Call Center e-support 52

TechSee

MARCH 7, 2023

She is a visionary leader and change agent with more than 20 years of experience successfully transforming contact center programs, centers, and regions to achieve breakthrough results. With 20 years of contact center experience, she has successfully delivered results in the demanding, fast-paced contact center environment.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

NICE inContact

AUGUST 2, 2020

When speaking with a contact center agent that is in the sales hospitality industry to learn about how call center work from home has been, they expressed two things. First, their appreciation for their continued employment. Then, a growing concern about going back to the office.

Call Center 156

Call Center Hospitality Contact Center Sales 156

West Monroe

MARCH 27, 2020

There’s no question the COVID-19 crisis is deeply impacting our nation’s hospitals and health systems – and the reverberations will likely be felt for years to come. On March 18, CMS, the Surgeon General, and the American College of Surgeons urged hospitals to postpone non-urgent elective procedures. Got more time?

Hospitality 52

Hospitality Management Contact Center System 52

Magellan Solutions

DECEMBER 4, 2023

It guarantees that your hotel thrives by providing top-notch hospitality services. Our goal is to provide exceptional service that sets a new standard for hospitality. We are your partner in providing exceptional hospitality. We will uncover its essence in shaping outstanding hospitality. Read along!

Hotels 52

Hotels Management Hospitality Guest Experience 52

NICE inContact

JULY 2, 2019

While BAYADA has experienced robust growth in past years, its New Jersey contact center wasn’t so healthy. Service levels improved significantly, even as contact center volume exploded! But all that changed once BAYADA moved to NICE inContact and its integrated CXone cloud CX platform.

Abandon Rate 150

Abandon Rate Contact Center Hospitality Insurance 150

Up Your Service

MAY 3, 2017

This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. The contact center as a concierge. By David Harrington.

Hospitality 74

Hospitality Travel Industry Brands 74

NobelBiz

MARCH 8, 2020

in the US alone (as of June 2020), and the FCC’s efforts against robocalls are yielding results , we can observe a worrisome rise in contact center fraud, as well. Here are 6 popular contact center frauds and how to teach your agents to identify and report them. Mr. Smith may be really in need of a thoughtful caretaker.

Contact Center 52

Contact Center Banking Call Center Travel 52

Lithium

SEPTEMBER 29, 2022

All of these turn directly into cost savings and higher ROI by deflecting calls to your contact center. With Khoros Care, you’ll be able to improve your agent health, NPS scores, and operational efficiency by getting customers help faster through the power of automation and AI.

Hospitality 52

Hospitality Brands Travel Airlines 52

Storyminers

JANUARY 24, 2017

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017? Here’s what we learned. 2: Serve before you sell.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

NICE inContact

JUNE 27, 2017

When it comes to competitive industries, few rank higher than hospitality. For Carlson Rezidor , one of the globe’s largest hotel groups with 1,400 properties, including the widely known Radisson brand, creating consistency across all guest reservation contact centers had its own challenges. Centralize and simplify.

Omni-Channel 120

Omni-Channel Contact Center Abandon Rate Guest Experience 120

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. Read more about Carlson Rezidor’s contact center transformation. For most of us, Labor Day signals the end of the summer season.

Customer Experience 122

Customer Experience Contact Center Hospitality Hotels 122

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. Read more about Carlson Rezidor’s contact center transformation. For most of us, Labor Day signals the end of the summer season.

Customer Experience 120

Customer Experience Contact Center Hospitality Hotels 120

CSM Magazine

MARCH 20, 2024

The firm collaborates with over 50 industry-leading contact centers, specializing in bespoke, technology-driven, CX-centric customer service solutions, ensuring an ideal partnership for any company, regardless of its size or sector, looking to outsource customer care.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

Talkdesk

JANUARY 6, 2021

Healthcare cloud contact centers should inspire patient loyalty, drive retention and lead HCOs to provide better patient experience. Those with a healthcare cloud contact center as part of their care continuity plans had the agility to move their workforces home with minimal disruption to the patient. Stephen Klasko, MD.

Healthcare 71

Healthcare Consumers Contact Center Hospitality 71

BlueOcean

MARCH 30, 2018

Michael’s Hospital in Toronto, Ontario, we discussed how securing long-term partnerships with service suppliers like outsourced contact centers can impact your overall business objectives. We can’t take an RFP template that was written for manufacturing and use it verbatim for sourcing a contact center.

Contact Center 184

Contact Center Customer Journeys Hospitality Culture 184

Talkdesk

NOVEMBER 24, 2020

The result is a greater demand for alternative ways of receiving care, with 77% of patients preferring home and virtual care over in-person visits to hospitals and clinics. Implement a cloud-native contact center technology platform that is easy to use and requires minimum training, resulting in fast adoption.

Consumers 101

Consumers Healthcare Contact Center How To 101

Interactions

APRIL 29, 2022

According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”. Travel and Hospitality.

Industry 62

Industry Contact Center Airlines Wait Times 62

GlowTouch

AUGUST 17, 2021

New ICU Beds Purchased for Mangalore Hospital Shyamprasad Hebbar, GlowTouch’s Senior VP of Corporate Services (4th from left), recently attended the Wenlock Hospital ceremony during which the GT Foundation’s donation of 30 hospital beds was received. LOUISVILLE, Ky., LOUISVILLE, Ky.,

Hospitality 52

Hospitality Contact Center Technology Groups 52

Experience Investigators by 360Connext

JANUARY 21, 2020

What does your contact center team need to know? Your contact center team SHOULD absolutely feel good about that.05% Your contact center recordings can help everyone understand just how important the customer experience your organization provides is. Focus on ONE story to tell to your selected audience.

Net Promoter Score 225

Net Promoter Score NPS Contact Center First Call Resolution 225

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.

Contact Center 59

Contact Center Telecommunications Ecommerce Hospitality 59

Solvvy

NOVEMBER 30, 2022

The Solvvy and Zoom teams have been working hard, together, to bring Solvvy’s advanced AI capabilities to the Zoom platform, and more specifically, Zoom Contact Center. Zoom Contact Center is a robust contact center as a service (CCaaS) solution. That’s for a very good reason.

Virtual Agent 62

Virtual Agent Meeting Contact Center Chatbots 62

Interactions

JULY 1, 2021

Why should hospitals and healthcare organizations care about patient experience? Patients spend a lot of their time not with a doctor or nurse, but with administrative staff or medical contact centers. At its core, healthcare is about serving people. Imagine having a doctor with a terrible bedside manner.

Healthcare 62

Healthcare Self Service Hospitality Customer Journeys 62

BlueOcean

APRIL 18, 2017

To explore how sourcing professionals approach the challenge of securing long-term partnerships with service suppliers like outsourced contact centers, we recently sat down with Peter Longo, Director of Strategic Sourcing and Logistics at St. Michael’s Hospital in Toronto, Ontario. The final level is value chain optimization.

Contact Center 180

Contact Center Customer Journeys Hospitality Culture 180

CX Accelerator

MAY 28, 2019

It’s no surprise that the average turnover rate in a contact center environment is 25 percent year over year. Consider all the classic contact center problems--adherence to schedule, failure to share knowledge, snippy attitudes, and burnout. Nurses in many hospitals have the ability to initiate a “ code lavender.”

Culture 140

Culture Contact Center Customer Journeys Groups 140

Call Experts

MAY 20, 2022

As the first point of contact, a contact center answers for your customers and prospects 24-7. Contact centers can help ensure that you never miss an opportunity. What is a Contact Center? A contact center handles voice calls for companies. Instead, outsource to a professional team. .

Contact Center 98

Contact Center Call Center e-support Self Service 98

Magellan Solutions

AUGUST 17, 2020

It also covers the usual initial touchpoint of most hospital visits — communication via phone call. Without a good healthcare call center, hospitals can suffer from increased patient frustration and higher medical call center staff turnover, to name a few. Top Benefits of healthcare call center services.

Call Center 52

Call Center Healthcare Hospitality Contact Center 52

Talkdesk

MAY 12, 2020

“The integration to Salesforce was literally a five-minute process to load it onto our system and had an immediate impact on contact center performance and efficiency,” said Vince King, director of corporate setters and operations, Ion Solar. Discover our offer for travel and hospitality.

Contact Center 79

Contact Center Hospitality Travel CRM 79

Talkdesk

DECEMBER 23, 2020

hospital intensive care units (ICUs) are at capacity and many more are nearing capacity. Since many banks have shuttered their branches they are leveraging the contact center as their client experience hub. For some banks and lenders, the contact center replaces the retail footprint, left by the closure of branches.

Banking 126

Banking Contact Center Insurance Self Service 126