Qualtrics

JUNE 10, 2021

Health insurers are eager for greater insight into how members feel when they call, live chat, or text. In a nutshell, speech analytics is technology that analyzes and makes sense of both the words someone uses when they call or chat, and the sentiment and intensity behind the words. What is speech analytics? What is speech analytics?

Insurance 26

Insurance Contact Center Call Center Healthcare 26

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s third Stevie Award. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019.

2020 156

2020 Contact Center Insurance 2017 156

CSM Magazine

DECEMBER 14, 2023

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer. For the first time, contact center leaders can seamlessly connect new agent training with live agent assessment and ongoing coaching on one comprehensive platform.

Contact Center 52

Contact Center Telecommunications Insurance Healthcare 52

CSM Magazine

NOVEMBER 1, 2022

Zenarate’s AI Coach simulates any customer or prospect scenario immersing agents in life-like Voice and Screen Simulations while providing tone, soft skills, and best and required practice coaching throughout the simulation training. Voice- and text-based channels dominate customer resolution rates. Key findings from the report: 1.

2022 52

2022 Consumers Insights Telecommunications 52

CSM Magazine

OCTOBER 18, 2023

“Our mission is to help customers provide exceptional customer care through human-to-human engagement. By supporting training in local languages, we empower agents to deliver a superior customer experience, ultimately improving CSAT scores and call outcomes.” For more information, visit www.zenarate.com.

Feedback 59

Feedback Telecommunications Contact Center Insurance 59

CSM Magazine

MARCH 15, 2024

From healthcare to financial services, gaming, retail, and insurance, we’ve seen firsthand how AXP empowers organisations to transform their customer experience (CX) operations. million policyholders to transition to Avaya’s cloud-based contact centre solutions.

Customer Experience 52

Customer Experience Virtual Agent Omnichannel Financial 52

TechSee

JULY 24, 2018

Visual communication creates intimacy and strengthens the connection between the organization’s representative and the customer, turning it into an interaction between two fellow human beings. Visual engagement has been proven to be a transformative medium for providing customer care. Luckily, Joan had travel coverage.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Our AI is developed specifically for contact centers. The AI experience customers crave.

Interaction 62

Interaction Customer Service Contact Center Multi-Channel 62

TechSee

AUGUST 28, 2018

AI technologies have successfully transformed customer care, using smart automation to provide win-win solutions for both customers and agents. These technologies empower agents with automation capabilities, allowing them to enhance their customer care reach. Customer Self-Service for convenience.

Customer Service 95

Customer Service Contact Center Insurance Customer Care 95

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

2020 156

2020 Customer Service Insurance 2017 156

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.”. What’s happening?

Contact Center 62

Contact Center Airlines Hospitality Insurance 62

BlueOcean

FEBRUARY 25, 2019

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. This is Blue Ocean’s second Stevie Award. The company won a Bronze Stevie in the same category in 2017.

2019 136

2019 Customer Service Contact Center Insurance 136

Magellan Solutions

JULY 5, 2021

Here, you can expect excellent customer service outsourcing Philippines to manage and handle inbound calls to your business. . Voice services cemented the Philippines customer service outsourcing in the global outsourcing industry. Innovation and improvements in technology now highlights its non-voice customer support as well. .

Customer Service 52

Customer Service Average Handle Time E Commerce E-support 52

Uniphore

OCTOBER 5, 2021

Apart from standard benefits such as the availability of information in one go and automated workflow-based tracking, a key advantage of this transformation was work-from-home (WFH) enablement for our customer care associates virtually overnight. All customers had to do was upload photographs of the damaged car via the mobile app.

Insurance 40

Insurance Contact Center Travel Download 40

ShepHyken

JANUARY 28, 2019

My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is. And, something I noticed… the technology space, which includes internet, cable and cellular, is no longer one of the top one or two worst service providers. They are trying!).

2019 97

2019 Article Social Media Customer Service 97

BlueOcean

JANUARY 21, 2019

Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

2019 204

2019 Customer Service Insurance 2017 204

Magellan Solutions

JULY 14, 2021

Other industries can outsource customer service and yield all of its benefits as well. When we talk about customer support outsourcing , most businesses will immediately think of big industries such as Information Technology and Finance. Customer Care. 3D Designing Service. 3D Printing Service. Education Industry.

2021 52

2021 Customer Service Call Center Telecommunications 52

Interactions

OCTOBER 7, 2021

The reason is that there are so many pieces in the customer service equation, such as technology, live agents, and back-end systems. The odds that together they can orchestrate a flawless customer experience is pretty low. . There can be many factors that can contribute to an inefficient customer service interaction.

Customer Service 62

Customer Service Contact Center Insurance Healthcare 62

Think Customers

OCTOBER 28, 2020

For financial institutions, what was a slow shift toward mobile banking, contactless transactions, and digital insurance sped up when COVID-19 reinforced the need for fast, secure, and remote access to funds and financial information. To understand what customers care about, leverage the knowledge of front-line agents.

Financial 52

Financial Insurance Banking 2013 52

Think Customers

JUNE 1, 2021

Industries that can particularly benefit from automation run the gamut: retail, healthcare, automotive, government, communications, travel and hospitality, financial services, and insurance. And RPA can help employees across the board in an organization: customer care, sales, finance, HR, supply chain, IT, and procurement.

Contact Center 52

Contact Center Automotive Hospitality Insurance 52

ViiBE Blog

JANUARY 19, 2022

Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. At a time when 92% of customers expect their customer care contact levels to be just like what it was pre-pandemic, companies have to ensure that customers get a good service experience and do not leave.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Pointillist

NOVEMBER 18, 2021

While marketing, CX, customer care and other leaders within your organization may strive to share insights, accessing the data in their systems is cumbersome at best and rarely happens in real time. By analyzing the entire customer journey, the insurer found that members were calling the care center to complete their purchase.

Customer Journey 45

Customer Journey Contact Center Metrics Roadmap 45

ShepHyken

AUGUST 31, 2018

Verizon fixes customer-affecting issues before they are noticed. Yura Filimonov is captivated by the potential of AI technology and he wrote a pragmatic guide to using AI in contact centers. He’s a Marketing Manager for customer engagement software, RichCall. Extreme personalization via recommendation.

Blog 74

Blog Social Media Insurance Contact Center 74

Kustomer

OCTOBER 15, 2020

Brad has found ways to do more with less, meaning he is expounding on how to keep his employees busy all while offering top notch customer care. He says, “it is a technological shift to improving experiences. It’s a technological shift to higher levels of customer satisfaction. It is really critical stuff.

Management 52

Management Technology Customer Service Communication 52