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Tag: customer service


Modern Media, Unified communications

WFH Increases Productivity? I Just Don’t Buy It

May 12, 2021

Via: No Jitter

The work-from-home (WFH) trend is here to stay for contact centers. As a proof point, Gartner reported 70% of customer service and support employees “want to continue working from home after the pandemic ends,” with service leaders saying “30-80% of […]


Modern Media, Unified communications

5 Questions to Ask About Your Next Contact Center

April 22, 2021

Via: No Jitter

Historically, organizations have viewed contact centers as cost centers, a necessary channel for customer support. However, many are now finding that by evolving their contact centers into multichannel platforms they can actually drive sales and customer loyalty. This also allows […]


Modern Media, Unified communications

Sendbird Flies into Unicorn Club on Messaging API Wings

April 8, 2021

Via: No Jitter

Sendbird, a mobile engagement and communication company, this week announced it has closed $100 million in Series C funding and has moved into the ranks of unicorn startups with a valuation above $1 billion. This funding and valuation come amid […]


Networks & Systems

AI Plays Critical Role in Optimizing Customer Experience

March 8, 2021

Via: No Jitter

The use or planned use of artificial intelligence (AI) for customer experience (CX) initiatives has grown by 60.5% in just two years. An effective AI strategy has become essential to delivering competitive customer service. The challenge is customizing a well-funded […]


Modern Media, Unified communications

Globalize Your Contact Center Instantly with SIP Trunking

December 16, 2020

Via: No Jitter

The transition from on-premises telephony systems to scalable cloud-based contact centers is happening. No question about that, the need for an omnichannel customer service experience that meets a customer on their preferred channel isn’t in question. But the element that […]


Modern Media, Unified communications

When It’s Time to Automate Your Telecom Contact Center

October 28, 2020

Via: No Jitter

The pressure to maintain the highest level of customer service and keep a business running is a challenge experienced by many businesses. Telecommunication companies are no exception. Whether launching revenue-generating services faster or embracing new technology such as 5G and […]


Modern Media, Unified communications

Contact Center Voice Biometrics

October 27, 2020

Via: Telecom Reseller

Voice biometrics technology is used to verify a person’s identity using their unique vocal attributes, the way they speak. Everyone has different physical and behavioral voice characteristics. These influence the sound of their voice and in combination these are unique […]


Modern Media, Unified communications

Want the Best IVR? Read These 5 Tips.

August 25, 2020

Via: Telecom Reseller

If your company has an IVR system (an automated entity which answers the call and sorts callers into “departments”), chances are good that it might be the very first impression of your business for many of your customers or clients. […]


News

The False Imperative of Customer Service Automation

June 8, 2020

Via: Telecom Reseller

Automation has become the Holy Grail of the customer experience domain in contact centers. Since the rise of Interactive Voice Response (IVR) systems in the mid-1980s through to today’s chatbots, the promise of automation has always been the same: keep […]


Networks & Systems

Wireless Carriers Reach Record High Satisfaction with Large Enterprise Customers but Miss the Mark with Very Small Business Customers, J.D. Power Finds

October 11, 2019

Via: Telecom Reseller

Telecom companies continue to have a difficult time getting the very small business customer service satisfaction formula right, even as they drive significant improvement among large business customers. It’s a trend that J.D. Power first noted in its 2019 U.S. […]


News

Avaya Wins GOLD in 2019 Stevie Awards for Sales & Customer Service

March 11, 2019

Via: Telecom Reseller

Avaya Holdings Corp. (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, was presented with a GOLD Stevie Award in the Category: Innovation in Customer Service – Telecommunications Industries in the 13th annual Stevie Awards […]


News

T-Mobile gets rid of robot system for customer service calls

August 17, 2018

Via: Phys.org

The telecom said it would connect users straight to a team of customer representatives, unique to their own city, when they call customer service. ” ‘Your call is important to us’ are the six emptiest words ever robo-spoken,” said CEO […]


Networks & Systems

5G, IoT, Big Data: Everything to Do with Customer Service

July 18, 2016

Via: No Jitter

Imagine if your customers and partners had seamless and effective access to your company’s most knowledgeable people on your products and services. In essence, you would have the ability to make every employee a customer service expert, able to address […]