Technology adoption is imperative to maintaining a competitive edge, but many companies rely too heavily on technology without understanding how it’s impacting the customer experience. A new study announced, "Are You Listening? The Truth About What Customers Want in a Digital World," found that human nature and the meaningful experiences that organizations create with customers drive digital behavior and loyalty.
Commissioned by Calabrio, a provider of customer engagement and analytics software, the study surveyed more than 3,000 consumers in the U.S. and U.K. to explore what motivates customer behavior in an increasingly digital world.
Not surprisingly, the majority (61 percent) of respondents make purchasing decisions based on the quality of the product or service. The emotional connection and trust that businesses build with customers comes in second—ahead of price—because customers say they want to be heard. Seventy-four percent admit they are more loyal to a company if they can talk to a person—versus a machine—when they need assistance.
Although email, chatbots and other new communications technology offers increased convenience, 58 percent of customers still believe that picking up the phone and talking to a representative is the way to get the best and most efficient service. When those agents are well-trained, knowledgeable and empathetic, they have the power to turn every interaction into a positive, relevant experience that creates an emotional connection to the company.
"Innovation is key for businesses to stay competitive, but to build a lasting connection, new technology must meet customers where they are," said Tom Goodmanson, president and CEO at Calabrio. "Given the growing volumes of customer interactions in today’s contact centers, companies have a tremendous opportunity to tap into customer preferences, needs and wants by capturing and analyzing interactions across service channels—phone, chat, email, social, etc. Those valuable insights drive the customer journey, and ultimately, brand loyalty."
For companies to earn customer loyalty, they must listen and act to deliver experiences that customers want by finding the right balance of technology and the human touch. Customers want to be heard, and they want to create an emotional connection with brands.
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Published: Monday, July 2, 2018
|1.)||2P Perfect Presentation|
Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:
• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
|2.)||31 West Global Services|
We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
|3.)||Abacus Cambridge Partners|
Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
PH: +44 (0) 207 397 8725
Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.
Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.
We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?
|5.)||American Help Desk|
Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
PH: (866) 775-4755
Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
-Contact Center Services
-Customer Service Support
-Web Data Collection
-Telephone Data Collection
24/7 coverage, always finding the best solution for your business
PH: (760) 338-7057
|8.)||CallNovo Contact Center|
Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.
Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.
With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
PH: 1 (212) 408-3800
Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.
We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
- Prospecting, commercial appointments
- Customer Care
- Technical Support
We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
Sales, Service and Support
Sales: Customer Acquisition, Lead Generation, Cross Sell, Retention, Intervention and Win-Back
Service: Care Lines, Customer Service, Product Recall and Data Breach Notification
Support: Analytics, Data Entry, Quality Assurance, Fulfilment, Receivables Management, Social Media Management and Mystery Shopping
PH: +61 3 9211 2300
Contact Center Support
Third Party Contact Center Support that helps you maintain legacy systems even after vendor has declared end-of-life. Maximize your ROI and get a better support service.
Unified Agent Desktop solution brings together disparate solutions into one user-friendly interface. It improves efficiency and enhances both the agent and customer experience.
PH: 01442 458300
EMS provides a complete offering of customer support services:
Interactive Voice Response (IVR)
FAQ/Knowledge Base Maintenance
Web Call Back/Co-Browsing Services
Methods of communication and support can vary widely for each unique program. Different goals need to be addressed with different customer support strategies. Many of our clients take advantage of multiple support strategies to provide superior service for their end-users.
|16.)||Gatestone & Co.|
Customer Contact Center and Business Process Outsourcing (BPO) Solutions.
Since 1978, Gatestone & Co. has been providing Customer Contact Center and Business Process Outsourcing (BPO) solutions to a variety of markets globally.
We offer fully-integrated multilingual Contact Center facilities operating 24/7 x 365, located in North America, Latin America and Asia. We have made tremendous investment in our technologies and process innovations to ensure all the right business outcomes while elevating customer satisfaction and brand loyalty.
|17.)||ITM Marketing, Inc.|
Customer Engagement BPO Solutions
Our agents average 4.5 years of employment with ITM. Our clients enjoy the same agent team year after year. Ask us how we do it!
Working in a variety of industries, ITM provides inbound and outbound customer care, lead generation, lead qualification, sales and ecommerce utilizing the complete omni-channel... voice, chat, email, sms, social, IVR, bots and more.
|18.)||Jointly International Inc.|
Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:
* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Debt Recover, Collections
|19.)||Magellan Solutions Outsourcing Inc.|
Magellan Solutions Call Center
Magellan Solutions Outsourcing Inc. (Magellan Solutions) is a global leader in delivering stellar customer experiences and back-office support. It is now one of the leading inbound call center and BPO solutions providers in the Philippines, offering a comprehensive suite of outsourced voice-enabled customer care call center services, outbound and lead generation, back-office and data processing solutions to organizations from around the world. We are privileged to introduce to many of our clients the Philippines as a top outsourcing destination country.
PH: 0888 619 9585
Contact Center Outsourcing
Matchboard represents a vetted community spanning more than 200 contact centre outsourcing locations across the Philippines, South Africa, Fiji, India, the UK, Australia and New Zealand.
Services covered include customer care, technical support, collections, sales, lead generation and appointment-setting, and operating hours cater to 24x7 needs, as well as clients who just want business hours of after-hours service.
We cover English as well as all major European, Asian and African languages.