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News : Verizon Improves Customer Experience Interactions with New VCC Digital Solutions

#contactcenterworld, @VerizonWireless

New York, NY, USA, Jan 11, 2023 -- Verizon Business announced a new suite of digital engagement capabilities for the Verizon Virtual Contact Center (VCC) to enhance the end-to-end digital customer journey from virtually anywhere and at any time. With a focus on creating smart, connected, self-service and human-assisted interactions throughout the entire customer journey, the latest VCC digital solutions were designed to facilitate customer experiences.

"In the past few years, the contact center has undergone a digital transformation, which is prompting the end-to-end customer journey to evolve in kind. With more customers turning to digital channels outside of the contact center to kickstart their issue resolution, companies need a holistic strategy for managing customer entry points. The Verizon Virtual Contact Center anticipates and addresses those digital-first interactions, allowing organizations to deliver improved, personalized customer experiences," said Debika Bhattacharya, Chief Product Officer, Verizon Business.

As the nerve center where customer experience paths meet, the contact center experience can no longer afford to be one that is considered reactionary and transactional. Customers today expect companies to address their full range of "needs'' effortlessly across any channel, and with a seamless transition to human agents when necessary. Many organizations, however, don't have the necessary insight into how all their digital entry points and customer experience interactions can be coordinated to get the most from search engines, mobile/desktop apps, websites, and social media.

#contactcenterworld, @VerizonWireless

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


About Verizon:
Company LogoMeeting challenges of your extended enterprise: For enterprises and government agencies around the world, like yours, we are a provider of global IT, security, and communication solutions, with one of the world’s most connected IP networks. We combine our broad range of strategic solutions, services, and expertise to help some of the world's largest organizations - including 96% of the Fortune 1000 - and governments - meet the challenges of their increasingly extended enterprises.
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Today's Tip of the Day - Motivation & Charity Work

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

Published: Thursday, January 12, 2023

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2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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