How Technology Can Make Calling A Contact Center Be Delightful

Head of marketing at Lightico. Proven business leader driving tech in enterprises. Born into Fortune 500s — now building tech companies.

When customers call a contact center, the last thing they expect is to be delighted. They brace themselves for complicated and annoying IVRs, multiple conversations with multiple agents and lengthy procedures. Unfortunately, this is what usually comes to pass. 

However, it’s not only the customer who pays the price for disjointed call center processes; the business itself loses out when that customer is forced to make repeat calls, listen to lengthy compliance scripts or read off payment information.

Delighting customers isn’t just a matter of good CX — it makes good business sense and helps boost common call center KPIs. Here, we’ll explore how call centers can improve efficiencies and streamline the end-to-end call center experience.

Hang Up On Long Call Center Waits And Painfully Slow Calls

Read More

Ohio school district partners with private tech to contact trace

The Wickliffe City School District will use wearable tech that can track a person’s location within a building or campus, down to the very room that person is in

WICKLIFFE, Ohio — The Wickliffe City School District has installed a new contact tracing system using Bluetooth technology in order to track student, faculty and staff movements while on campus and enforce social distancing requirements, in an effort to help minimize the spread of COVID-19.

The private company behind the wearable device that will be used within Wickliffe City schools is New Jersey-based Volan Technology, which calls itself the “leader in AI-based safety and contact tracing software.”

The program, called the Volan Positioning System (VPS), can deliver detailed reports and provide real-time 3D location positioning for thousands of people in a matter of seconds, according to the company.

Wickliffe City School District Superintendent Joseph Spiccia called VPS “a critical tool that

Read More

Popl Set To Replace Business Cards With Instant Contact Sharing And New ‘Pro’ Subscription

LOS ANGELES, Nov. 24, 2020 /PRNewswire/ — Popl, a new startup that lets you instantly share anything from your contact information to your social media – such as Instagram, Calendly, Snapchat, Spotify, Venmo and more – announced a major redesign of its iOS app and a premium subscription service called Popl Pro.

The new subscription service lets users create two unique profiles – one social, one business – and adds new features including multiple links, analytics, and new community-based mapping features to the Popl experience.

The redesigned Popl App and Popl Pro subscription advance the brand’s mission of replacing business cards and simplifying how we connect in person. The receiver does not need a Popl or the app for the transfer of information to work, allowing for the fastest, easiest and most fun way to connect and share with others.

“We are on a mission to change the way

Read More

An App Developed by Worcester Polytechnic Institute May Make Digital Contact Tracing for COVID-19 More Private and Secure

With an award from the National Science Foundation, researchers at WPI and Virginia Tech are developing an app with technology to protect a user’s personal information and identity.

WORCESTER, Mass. (PRWEB) November 19, 2020

Engineers at Worcester Polytechnic Institute and Virginia Tech are collaborating on a smartphone app that can help conduct contact tracing needed to contain the spread of COVID-19 without risking users’ privacy or personal security. Their work is funded by a one-year, $120,000 RAPID grant from the National Science Foundation (NSF).

Investigating the close contacts of people who have tested positive for a virus like COVID-19 is a critical part of the strategy to mitigate the virus’s spread. Contact tracing investigations have found that most people have between two and 10 close contacts, creating a quickly spreading network of potential infections that can exacerbate and prolong a pandemic. The aim of contract tracing is to find close

Read More

New contact tracing apps stir hope for virus fighters in U.S. states

OAKLAND, Calif. (Reuters) – A new wave of mobile apps that help track exposure to the coronavirus is coming to U.S. states ahead of the holidays as public health officials bet that recently introduced features from Apple Inc AAPL.O and Alphabet Inc’s GOOGL.O Google will significantly boost adoption and impact.

FILE PHOTO: Timotheus Hoettges, Chief Executive Officer of Germany’s telecommunications giant Deutsche Telekom AG, holds a mobile phone as he attends the presentation of the new contact-tracing smartphone app that will use Bluetooth short-range radio and technology standards from Apple and Google to alert people of the risk of infection with the coronavirus disease (COVID-19), in Berlin, Germany, June 16, 2020. REUTERS/Hannibal Hanschke/Pool

Colorado, Maryland and District of Columbia launched exposure-notification apps with the new technology in the last month, garnering over 2.3 million users combined, according to their public health departments. California, Washington and other states expect to follow

Read More

An app may make digital contact tracing for COVID-19 more private and secure

IMAGE

IMAGE: WPI professor Patrick Schaumont is preparing to launch a survey about concerns people have with digital contact tracing.
view more 

Credit: Worcester Polytechnic Institute

Worcester, Mass. – Nov. 19, 2020 – Engineers at Worcester Polytechnic Institute and Virginia Tech are collaborating on a smartphone app that can help conduct contact tracing needed to contain the spread of COVID-19 without risking users’ privacy or personal security. Their work is funded by a one-year, $120,000 RAPID grant from the National Science Foundation (NSF).

Investigating the close contacts of people who have tested positive for a virus like COVID-19 is a critical part of the strategy to mitigate the virus’s spread. Contact tracing investigations have found that most people have between two and 10 close contacts, creating a quickly spreading network of potential infections that can exacerbate and prolong a pandemic. The aim of contract tracing is to find close contacts quickly

Read More

An App May Make Digital Contact Tracing for COVID-19 More Private and Secure | News

Engineers at Worcester Polytechnic Institute and Virginia Tech are collaborating on a smartphone app that can help conduct contact tracing needed to contain the spread of COVID-19 without risking users’ privacy or personal security. Their work is funded by a one-year, $120,000 RAPID grant from the National Science Foundation (NSF).

Investigating the close contacts of people who have tested positive for a virus like COVID-19 is a critical part of the strategy to mitigate the virus’s spread. Contact tracing investigations have found that most people have between two and 10 close contacts, creating a quickly spreading network of potential infections that can exacerbate and prolong a pandemic. The aim of contract tracing is to find close contacts quickly so they can be tested and asked to quarantine,  limiting the number of people they, in turn, could infect.

Typically, contract tracing is a manual process, with public health workers interviewing an

Read More

Talkdesk a Leader in 2020 Gartner Magic Quadrant for Contact Center as a Service

Talkdesk positioned in Leaders quadrant based on both Ability to Execute and Completeness of Vision

  • Talkdesk is a Leader in the inaugural multi-regional Gartner Magic Quadrant for Contact Center as a Service

  • Talkdesk has the highest combination of review scores and volume of verified Gartner Peer Insights

  • Download your complimentary copy of the report for full details of Talkdesk Leadership position and evaluation along with other CCaaS vendors

 

Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced its recognition as a Leader by Gartner in the inaugural multi-regional 2020 Magic Quadrant for Contact Center as a Service (CCaaS). Gartner performed a rigorous evaluation of 13 global contact center vendors for Completeness of Vision and Ability to Execute.

According to Gartner, “Leaders are best described as suppliers with strong support for the four pillars of great customer service, and with an ability to serve multinational organizations with local sales

Read More

Lamont announces new contact tracing app to inform residents of potential exposure

Gov. Ned Lamont on Thursday announced a new smartphone app designed to inform Connecticut residents if they have been exposed to someone infected with COVID-19.

The app uses Bluetooth to sense whether someone has been within six feet of an infected individual who is also using the app for an extended period. According to Lamont’s office, the app will not share personal information nor inform someone who in their network has tested positive.

“This app is another tool to make sure that every resident of our state has what they need to combat this pandemic from the ground up,” Lamont said in a statement. “This app also complements – but doesn’t replace – our broader contact tracing program, which is an invaluable resource in combating the pandemic and ensuring those who need it have the tools necessary to self-isolate or quarantine.”

Lamont encouraged residents to visit ct.gov/covidalertct for instructions on

Read More

Florida man invents robot to insert and remove contact lenses

Hershoff was diagnosed with Fuch’s dystrophy in 2000 and almost lost his sight. He received three corneal transplants in 10 years.

After struggling with his eyesight for years, Hershoff discovered a special type of contact lens called scleral lenses which helped him enormously.

However, when his wife passed away, Hershoff went through a period of anxiety which caused his hands to shake while inserting and removing his contact lenses.

This is when the light bulb went off.

“What happens in a few years if I actually have a tremor and I can’t get these lenses in? I need them to see and I don’t have anyone to help put them in for me,” Hershoff told CNN.

And so, the Cliara Lens Robot was born. Cliara is an acronym for Contact Lens Insertion and Removal Apparatus.

The robot uses suction cups to measure the precise amount of force needed to insert

Read More