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News : ResultsCX Launches Enhanced Social Media Customer Experience Management Services

#contactcenterworld, @theresultscomp

Fort Lauderdale, FL, USA, May, 2021 -- ResultsCX, a customer experience partner to Fortune-100 and 500 companies worldwide, announced it has expanded its digital and social media experience management operations to provide comprehensive customer care on behalf of its client brands. The company now offers simultaneous monitoring, triage, and response across hundreds of social channels and digital brand properties; online reputation management strategies; and content moderation that present a singular brand experience to customers.

Over the last few years, the way in which companies have handled customer inquiries has changed significantly. Ten years ago, communication with a brand was done almost exclusively by phone–with some email sprinkled in. Today, the list of communication channels is limitless; consumers interact by voice, email, SMS, social media, live chat video, and even self-guided materials found online.

In response, ResultsCX’s newly expanded omnichannel CX platform shortcuts the path to resolution for customers communicating with brands through email, messaging, mobile apps, telephones, social media channels, digital brand properties or live chat.

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

"Even before the pandemic, consumers’ use of social media for interaction with brands was commonplace, from the way they researched and shopped for items to the way they communicated with businesses about their everyday concerns," said Blayne Shell, ResultsCX Chief Revenue Officer. "Now more than ever before, brands that get social care right are the ones that will lead in customer loyalty and have great leverage over their competition."

Businesses that offer consistent and quality customer service retain 89% of their customers. In contrast, organizations with less-than-ideal omnichannel customer support can retain just 33%.

A recent industry example illustrates the need to offer a multitude of communication options for consumers, particularly in the healthcare and insurance industries. The survey showed the interest consumers have in leveraging chatbots and other online self-support materials for health, medical or insurance-related inquiries. Nearly a third of consumers (32%) said they have utilized a chatbot to inquire about health or insurance questions.

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com


About ResultsCX:
Company LogoThe Results Companies is a Global Customer Experience Management provider. Solutions are the hallmark of Results' Partnership approach delivering contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Financial Services, Retail and Energy. Results is able to offer domestic, nearshore and farshore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree.
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Today's Tip of the Day - Auto Attendant Options

Read today's tip or listen to it on podcast.

Published: Thursday, May 6, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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