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News : Verizon Intelligent Call Back Capabilities Powered by Mindful by Medallia Now Available on CALNET

#contactcenterworld, @VerizonWireless, @medallia

Sacramento, CA, USA, Mar 27, 2024 - Verizon announced that state agencies in California can now procure Mindful by Medallia, a customer-led callback scheduling and virtual queue solution, through Verizon’s suite of contact center services, now listed as Voice Call Back (VCB) services in the CALNET DNCS (CALNET NextGen) contract vehicle under Category 27. Verizon partners with Mindful by Medallia to offer these callback options to alleviate customers waiting on hold, free up infrastructure, and increase customer satisfaction.

"At Verizon Business, our mission is to deliver cutting edge technologies and innovations, helping to empower our public sector partners to better serve their stakeholders and constituents," said Jay LaValley, senior director for Verizon Public Sector’s west region. "Nobody likes to wait on hold, especially when they’re in need of a critical service."

"By eliminating unnecessary hold time and repeat calls, even the most complex government call centers can unlock significant cost savings," said Lee Becker SVP and Executive Advisor at Medallia.

#contactcenterworld, @VerizonWireless, @medallia

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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About Medallia:
Company LogoMedallia® is the Customer Experience Management (CEM) company that is trusted by hundreds of the world's leading brands, including Four Seasons, GE, Gold's Gym, Sephora, and Zurich Insurance. We enable companies to survey and capture customer feedback across Web, social, mobile, and contact center channels, understand it in real-time, and take action to improve the customer experience (CX).
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Today's Tip of the Day - 100% Recording

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

Published: Tuesday, April 2, 2024

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2024 Buyers Guide Contact Center Assessments

 
1.) 
HiringBranch

Skills-Based Hiring Assessment
HiringBranch makes it easy for hiring teams to define the unique ‘recipes’ of soft skills they need for the roles they’re hiring for - and then hire for them. HiringBranch’s AI soft skills assessment measures candidates based on the presence of unique combinations of soft skills needed for a given position. That means recruiters can know who will do the job well, before giving them the job with 99% accuracy! Our skills-based talent assessments shortlist top-talent candidates not only based on what candidates say but also how they say it, providing meaningful results for in-house hiring teams with high-volume hiring needs, like contact centres.

2.) 
Snapshotz

Snapshotz
Snapshotz is a web-based audit tool with strong analytics that helps large and small organisations understand and benchmark customer experience delivery. Snapshotz reports contain validated CX practices, technology use and operational metrics from over 3,000+ customers globally. These are benchmarked against the ISO 18295 customer service standard, digital service delivery, health & safety and mental health and other global standards enabling validated roadmaps for CX strategy and investment
 

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