Tag Archive: contact center

Going Mobile: Creating Experiences that Matter with the Avaya Mobile Experience

Read how C3i Solutions is leveraging Avaya Mobile Experience to provide better customer experience.

What Difference Does 5 Years Make?: Millennial Channel Preference

How have Millennial channel preferences for contacting consumer affairs changed over the past 5 years?

Trust Us, You Need to Know These 5 Contact Center Trends

Contact centers are the face of your brand. They need to understand how to take advantage of current trends, and be prepared for what’s coming next.

Using NPS to Improve the Customer Experience in Japan

A look at Net Promoter Score (NPS), and its use in the Japanese contact center industry

Transforming CRM through Speech Recognition

New speech recognition technology is evolving the standard of phone call-based customer service.

Integrate Social Media into Your Customer Care Service Model

Today’s more advanced social customer care activities require coordination among key stakeholders — namely, marketing, consumer affairs and external brand agencies.

Digital Strategies for a Proactive Omni-Channel Contact Center

At CBI’s Bio/Pharma Contact Centers conference, we presented on how social media and digital health can help turn a contact center from re-active to pro-active.

Saying YES to Excellence this Customer Service Week

As members of the customer care community, we are celebrating Customer Service Week at Telerx this week. In case you are unfamiliar with the concept, Customer Service Week is an international event devoted to recognizing the importance of customer service in business. It’s also a time to honor those who[…]

Innovation in the Contact Center Industry

First, I would like to start with a full disclosure: I have not spent my career in the contact center industry. I recently joined Telex and this is my first inside exposure to the industry. But isn’t an outsider’s perspective interesting sometimes? When a contact center veteran is asked about[…]

The Experience Matters.

As an industry leader in business process outsourcing, HCL Technologies delivers global, multi-channel engagement solutions. The Experience Matters. Let us show you why.