Publicado en CCN

Frost & Sullivan Applauds West Corporation’s Excellence in Managing Large-scale, Complex, Mission-critical Communications and Contact Center Environments


westcAn increasing number of larger businesses are moving their communications to the cloud as cloud technologies and business models mature. West is uniquely positioned to take advantage of this significant opportunity due to a diversified solutions portfolio; strong expertise in cloud-based, mission-critical communication solutions; and outstanding customer service and support. Further, its impressive track record of deployments for medium to large enterprises (average of 750 to 1,000 users) and trusted client relationships make it the preferred choice in the hosted Internet protocol (IP) telephony and unified communications and collaboration (UCC) service providers market.  Read more

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Seminario Kenwin- Telepresencia Online abril. Gestión Integral de la Calidad


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Diseño e implementación de una estrategia de calidad para la mejora de resultados: monitoreo, muestra, calibración, inteligencia del negocio, evaluación y gestión de agentes.

Este Seminario brinda el recorrido completo desde los conceptos de Calidad aplicable a procesos en ambientes de Servicios, hasta la modalidad de implementación y KPIs en operaciones de contacto con clientes en diferentes modalidades (customer service, televentas, cobranzas, back office), tanto para contactos con usuarios de canales telefónicos, canales digitales, o canal presencial.  Leer más

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NICE and BCG Form Strategic Partnership to Generate Deeper Insights into Omni-Channel Customer Behavior


Boston-Consulting-Group-1NICE Systems (NASDAQ: NICE) and The Boston Consulting Group (BCG) today announced a new strategic partnership aimed at helping companies transform their customers’ omni-channel experience through the combination of BCG’s world-class strategy capabilities and business insights derived from applying NICE analytics to huge volumes of customer interaction data. Read more

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Vonage Wins 2016 People’s Choice Stevie® Award for Favorite Customer Service


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Vonage, (NYSE: VG), a leading provider of cloud communications services for businesses and consumers, has earned the 2016 People’s Choice Stevie® Award for Favorite Customer Service, Telecommunications.

“‘Before Us, the Customer,’ and ‘Excellence, Served Daily,’ are Vonage core values, and highlight our commitment to deliver an exceptional experience to each and every one of our customers, each and every day,” said Robert Sutton, Vice President of Global Operations and Customer Support for Vonage. “We are thrilled to receive the People’s Choice Award for Favorite Customer Service. This award recognizes Vonage’s dedication to our customers, and we want to thank everyone who voted for us.”  Read more

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Perú – #Opinión: El Customer Service del futuro, ¿funcionalidad o valor agregado?


multinforme_apeccoDurante los últimos años Perú ha sido la plaza de mayor crecimiento de contact centers & BPO, en tanto las proyecciones de Frost & Sullivan continúan señalándolo como un mercado en ascenso. Por eso, como referentes de la industria que son, invitamos a los ejecutivos de los principales centros de contacto del Perú, a opinar sobre uno de los debates del momento: funcionalidad vs servicios de valor agregado en Customer service, les hicimos dos preguntas y esto fue lo que nos respondieron.  Leer más

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Associated Bank contact centers certified by J.D. Power


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Associated Bank’s contact center operations have been recognized for customer service excellence in its live phone channel under the J.D. Power 2015 Certified Contact Center Program.℠

The Certified Contact Center Program distinction acknowledges a strong commitment by Associated Bank’s contact center operations to provide “An Outstanding Customer Service Experience.” Read more

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El customer service del futuro, entre la funcionalidad y los servicios de valor agregado


CUSTOMER_SERVICE

El futuro tiene que ver con el presente y éste a su vez con el pasado. Por eso, si hacemos una revisión de los últimos 10 años en materia de customer service caeremos en la cuenta de que la tecnología ha cobrado un papel protagónico, impulsada por el auge de las redes sociales y las Webs autoservicio. Un ejemplo: en la última década Facebook pasó de ser un sitio de 1 millón de usuarios a convertirse en una plataforma de 1500 millones de usuarios activos en todo el mundo. Por otra parte han incidido el avance del Mobile y las APP, que en muchos casos ya se diseñan para prestar servicios al cliente.  Leer más

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BT hires 1,000 UK call-centre staff in pledge to improve poor customer service


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BT is bringing 1,000 call centre jobs back to Britain as part of an £80m bid to improve its poorly-rated customer service operations. The company, which has 72,000 employees, has used call centers in Bengaluru and Delhi since 2003, but is moving operations back to the UK after customers said they preferred speaking to British workers. BT has previously promised that 80pc of phone calls made by its customers would be answered by a UK-based adviser by the end of the 2016, up from the current level of 50pc.  Read more

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Loyalty and Retention Look Set to be the Top Investment Among Customer Experience Practitioners in 2016


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CX Network has published an exclusive report detailing the key trends and challenges within customer experience in the past 12 months and what this means for CX leaders in 2016.

The brand new report, The Evolution of Customer Experience in 2015, provides insight into the key trends, challenges and investment priorities of customer experience leaders from the last 12 months and how this is shaping the CX landscape for 2016. Drawing additional insights from the annual global CX Network survey of nearly 700 CX practitioners, the key investment priorities for the wider industry in 2016 to emerge include customer loyalty and retention (34%), CRM (30%), and online customer experience (28%)  Read more

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Xerox Survey Finds Growing Number of Consumers Believe Media Services Will Be Free by 2025


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A new Xerox ‘State of Customer Service in 2015’ survey reveals that almost half (49%) of consumers believe that they will not have to pay for their media services by 2025 – regardless if they prefer traditional media (48%) such as film, TV, music, radio, news and sports outlets established in the pre-Internet age or new digital media (47%), such as social media, which exists exclusively online.

Today, 43% of consumers pay to access their favorite media outlets. Two thirds (66%) of these high-value, paid subscription media consumers disagree that the quality media they have become accustomed to will be available for free in the coming 10 years.   Read more

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BizReach Deploys Transera Integrated with Salesforce in Japan Contact Center


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Transera, the Contact Center Performance Company, today announced that BizReach, a high growth membership-based outplacement firm, has deployed the company’s Global Omni-Channel Contact Center integrated with Salesforce in its Japan-based operations.

Prior to working with Transera, BizReach relied on a web-based solution for managing its contact center operations. Yet, the system frequently experienced problems integrating customer records from the existing database, and customer calls were often disconnected or lost prior to resolution. These issues negatively impacted customer satisfaction rates and increased the overall cost of maintaining the contact center. Read more

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Atento Recognized at the 2015 CRC Gold Awards in Spain


atentosamsungAtento, has received two awards at the 16th edition of the CRC Gold Awards, which recognizes excellence in the Customer Relationship Management/Business Process Outsourcing (CRM/BPO) industry in Spain. The Company received awards for the Best Outsourcer in People Management and the Best Business Process Outsourcing Operation for the services provided to its client, Samsung. Read more

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Emirates ID Announces Change in Timings at its Fujairah Customer Services Centre


dubaiThe Emirates Identity Authority has announced changes in the official timings of its Fujairah Customer Services Centre. As per the new timings, the Centre will function from 7 am to 5 pm. The change in the timings is aimed at serving the customers better and helping them save time and effort.  Read more

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New customer service center at Volvo plant brings jobs in Southwest Virginia


volvoGovernor Terry McAuliffe announced Friday Volvo will invest $38, 000,000 for upgrades at the existing plant and to build a new Customer Service Center. The facility will be 36,000 square feet and will bring 32 new jobs to the area, which will bring the total number of jobs at the plant to nearly 3,000. Pulaski County leaders attended the announcement ceremony Friday. They said the impact from Volvo’s latest investment will have a positive impact on the county. Read more

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Atento receives the European Customer Service Leadership Award from Frost & Sullivan


Atento6Atento has been recognized with Frost & Sullivan’s 2015 European Customer Service Leadership Award. According to Frost & Sullivan’s recent analysis of the European customer service market, Atento optimally manages human resources, infrastructure and processes to offer an excellent customer experience to companies in Europe and Latin America through the deep understanding of its clients’ business processes and the increased sophistication of its suite of customer experience solutions delivered via multiple channels.   Read more