Publicado en CCN

BCA provides chat-based assistant as alternative to call center

Private lender Bank Central Asia senior vice president I Ketut Alam Wangsawijaya has said that VIRA, the company’s chat-based virtual assistant introduced in February, has started to attract more customers because of its faster response time compared to the bank’s conventional call center.

Since its launch, the virtual assistant, which uses Artificial Intelligence (AI) technology, has gained more than 180,000 users from various messenger apps, including Facebook Messenger, Line, and Kaskus Chat.

“BCA customers can just add BCA’s official account on Facebook Messenger, LINE and Kaskus Chat,” Ketut said in Jakarta on Sunday, adding that the new service was expected to ease the burden of its HaloBCA phone-based customer service, which received 14.5 million calls last year…

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Chevrolet awarded for its social media customer service solution, developed by Atento, in the southern region of Latin America

During the 2017 edition of the LATAM Awards for best organizations in customer experience services and solutions in Latin America, Chevrolet and Atento S.A. (NYSE: ATTO) received the highest regional recognition for customer management, LATAM Gold for Best Business to Customer Strategy, for its “Social Media Pilots” solution, developed for Chevrolet by Atento in the southern region of Latin America.

GM Argentina, in strategic partnership with Atento, manages Chevrolet’s Customer Relationship Center for Argentina, Uruguay and Paraguay as well as Chevrolet’s Plan de Ahorro program. Atento has developed a solution for the automobile company that is adapted to the needs of a customer who operates in an increasingly digitalized environment.

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CTIntegrations Announces CT Suite™ R3 for the Contact Center

CTIntegrations LLC, a leading software development and system integration company focused on the contact center, is pleased to introduce the latest major release of its innovative CT Suite™ software platform. CT Suite Release 3 is a web client solution that provides contact center agents with a single pane of glass across all channels, including a new collaboration channel and enhancements to reporting and search functionalities.

“At CTIntegrations, we continuously evolve our product to meet changing contact center needs, helping businesses deliver an exceptional service experience while optimizing their technology investments,” said Ronny Flaatten, CTO of CTIntegrations. “With our new release of CT Suite, we’ve made it easier than ever for agents to provide informed, consistent, and highly satisfying levels of customer service via a truly omnichannel and collaborative interface.”   Read more

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Contractor Connection Contact Center Certified by J.D. Power

Contractor Connection® (a division of Crawford & Company) has been recognized for contact center operation customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.SM

The Certified Contact Center Program distinction acknowledges a strong commitment by Contractor Connection contact center operations to provide “An Outstanding Customer Service Experience.”

  • To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.
  • As part of its evaluation, J.D. Power conducted a random survey of Contractor Connection customers who recently contacted the company’s contact center in Jacksonville, Fla.
  • A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research.
  • The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.

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Etihad group opens Belgrade call centre for partner airlines

Etihad Aviation Group, the parent of the airline, has opened a customer service centre in Belgrade for its network of carriers. Its Etihad Airways Partners Shared Services unit will initially employ 200 Serbian nationals to handle reservation and ticketing services, including sales and loyalty programme account servicing, a statement from Etihad Aviation Group said.

James Hogan, the group’s president and chief executive, said the centre “will provide a wealth of efficiencies for each airline and allow them to compete effectively in an increasingly complex and competitive global marketplace”.

Etihad’s partner airlines include Air Serbia, Alitalia, airberlin and European carrier Etihad Regional. The group has been using its scale to find efficiencies, such as managing the airlines’ frequent-flyer programmes through a single company.

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QPC to rollout new workforce management system for Service SA

QPC has begun the rollout of a new telephony and workforce management system for Service SA. The platform is based on Genesys PureConnect powered by Customer Interaction Center (CIC). It will serve the agency’s 20 customer service shopfronts as well as its central contact centre.

The PureConnect solution includes functionality for IP PBX, automatic call distribution, interactive voice response, unified messaging, desktop faxing, softphone, and supervisory monitoring. Kevin Kelly, Manager Customer Service Delivery, Service SA, Department of the Premier and Cabinet, says the organisation’s IT team spent more than a year reviewing technology options before deciding to deploy the hosted PureConnect platform.

“We have a distributed working model in place where we have contact centre agents located in a number of customer service centres across the state,” he explains. “We therefore needed a hosted infrastructure that could support our telephony needs as well as provide an automated rostering capability that could improve staff efficiency.”    Read more

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GNG Contact Call Centers Certified by J.D. Power

Georgia Natural Gas (GNG) has been recognized for contact center operations customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.SM   The Certified Contact Center Program distinction acknowledges a strong commitment by GNG’ contact center operations to provide “An Outstanding Customer Service Experience.”

The Certified Contact Center Program, which was launched by J.D. Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies a call center’s operations in three areas: live phone channel, IVR self-service channel and Web self-service channel.   Read more

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Freeman Contact Center Recognized For Providing an Outstanding Live Phone Channel Customer Service Experience for Seventh Consecutive Year


Freeman, the leading global provider of brand experiences, is pleased to be recognized for Contact Center Operation Customer Service Excellence with its live phone channel for a seventh consecutive year under the J.D. Power Certified Contact Center Program SM.

The Certified Contact Center Program distinction acknowledges a strong commitment by Freeman’s Customer Support Center operations to provide “an outstanding customer service experience.” Freeman’s contact center achieved certification for the live phone channel including interactive voice response (IVR) routing and customer service representative (CSR).  Read more

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Grupo SM Achieves More Efficient Customer Service with Altitude Software


Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, is announcing that Grupo SM, a publishing group in Spain and Latin America, has implemented its Altitude Workflow solution, achieving better, more efficient customer service while better managing company resources. Integration of internal processes across company departments ensures efficiency.

The publisher has adopted the Altitude Workflow solution aiming to integrate customer contact channels, integrate the front and back office and achieve more efficiency in customer service and in managing existing resources. Read more

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Enterprise Workforce Optimization – Taking a Closer Look


Verint Systems (Nasdaq: CRNT) sells software and hardware products for security, surveillance and business intelligence domains to assist clients in analyzing large amounts of data. The company currently has a market cap of $2.07 billion.

Enterprise Workforce Optimization offers organizations a comprehensive way to capture, evaluate, manage and analyze omni-channel customer interactions across customer service operations in the contact center, branch and back office. As customer expectations evolve, so must the approach that your organization takes to deliver service. Customers want consistency, whether they use the contact centre, the branch, social media or self-service channels.  Read more

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El estado de madurez de las empresas españolas en su relación con el Consumidor Social es incipiente


Para que las empresas puedan conquistar a sus clientes en los medios sociales necesitan conocer su grado de desarrollo y madurez. Two Quality lanza el Auto-QuickCheck para que las compañías B2C conozcan el grado de preparación de su oferta de servicios de atención al cliente en redes y medios sociales. A través de 20 preguntas, se calcula y se contextualiza su situación con la general de su sector, definiéndose su estado de madurez ‘Social Customer Service’ (SCS). Leer más

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Conquistar al cliente en los medios sociales se ha convertido en el nuevo reto de las empresas


Conocer a nuestro cliente, conversar con él y compartir conocimiento es lo primero que debemos hacer si queremos conquistarle en los medios sociales. El consumidor ya es muy activo en el entorno social: el 55% tiene más de 4 perfiles sociales diferentes y el 35% sigue a más de 5 marcas en redes sociales; la mayoría para estar informado sobre los productos y promociones, aunque el 26% lo hace para solicitar servicios de atención o soporte.

Estos datos, recogidos en la Guía básica para la adopción y evolución de estrategias Social Customer Service que ha lanzado Two Quality, introducen y contextualizan uno de los aspectos más diferenciales en la conquista del cliente en los medios sociales.  Leer más

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Sitel Brings 300 New Career Opportunities to Hamilton, Alabama


Sitel today announced the availability of 300 new career opportunities at its Hamilton customer experience center. The permanent, full-time positions will be for agents supporting inbound customer care for a leading telecommunications provider.

Applicants interested in a career with Sitel are encouraged to apply online at the “Careers” tab of www.sitel.comor by calling 866-430-9983. Previous customer service experience and strong computer knowledge are preferred. Sitel provides competitive compensation and benefits packages, including medical, dental, vision, 401K, paid vacation and holiday time. Lucrative bonus and incentive opportunities are also available.  Read more

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Capacitaciones de Coordinador Registrado COPC® PSIC para proveedores de servicios integrales a clientes en Mayo y Junio


Basado enteramente en el Modelo de Gestión COPC PSIC, se brindará a los asistentes el conocimiento y dominio de las Mejores Prácticas para tener una visión abarcativa del modelo y así liderar todos los esfuerzos de diseño de enfoques de implementación de mejora de procesos desde adentro de la entidad. La calidad de los recursos humanos y la eficacia de las operaciones son elementos clave para alcanzar los más altos niveles de rendimiento.

Dirigido a: Directores, Gerentes y Responsables de Áreas de Customer Service, tales como: Servicio al Cliente, Call Center, Operaciones, Comercial, Calidad, Recursos Humanos, Marketing, entre otras. Compradores de servicios de contacto con clientes. Leer más

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DHL Supply Chain incorpora el servicio de call center a través de su propuesta Customer Support Service

Francisco_MiliánDHL Supply Chain da un paso más en la propuesta de soluciones integrales incorporando en su porfolio la oferta de servicios de call center a través de su propuesta Customer Support Service. La experiencia de DHL Supply Chain en la gestión logística de algunas de las mayores compañías del mundo ha mostrado a los expertos de la operadora que la buena gestión de las diferentes actividades de front y back office incrementa sensiblemente la satisfacción del cliente final y debe ser parte de la cadena de suministro de una empresa, por lo que ha decidido incluir esta área entre sus soluciones para el mercado. Leer más