Beyond Philosophy

MAY 20, 2015

For several years, up through its purchase by Oracle in 2012, RightNow Technologies commissioned a study (conducted by Harris Interactive), where they stated that great customer service (which they labeled as experience) influences downstream purchasing decisions – at least in online retail. and nine other countries.

Airlines 400

Airlines Wait times Self service Enterprise 400

AWS Machine Learning

NOVEMBER 9, 2023

Policy 3 – Attach AWSLambda_FullAccess , which is an AWS managed policy that grants full access to Lambda, Lambda console features, and other related AWS services.

Scripts 100

Scripts Accountability Engineering Best practices 100

CX Accelerator

MAY 25, 2022

In 2012, she co-founded the blog, CustomerServiceLife.com. JENNEY DEMPSEY , a Southern California native, obtained her BA in English from San Diego State University. Jenny began her call center customer service journey on the front lines back in 2005.

Customer Support 316

Customer Support Wait times Self service Best practices 316

AWS Machine Learning

NOVEMBER 27, 2022

Let’s say you have a webpage in HTML format that contains a table with inflation rates and annual changes in the US from 2012–2021, as shown in the following screenshot. For example, let’s search for “Inflation rate from 2012 and 2014.” Amazon Kendra displays the rows and columns between 2012–2014 in the preview.

APIs 78

APIs Enterprise Technology 78

ShepHyken

MAY 15, 2019

The letter goes on to explain that they haven’t raised prices since 2012 and they want to continue to deliver the quality their members expect. We believe in being totally transparent with our Members, even if it means delivering some tough news. It’s a bummer. We don’t want to do it.

Personalization 282

Personalization Customer Service Customer Experience Management 282

Customer Interactions

MAY 14, 2012

I’m just back from Interactions 2012 in Nashville where over 1,500 NICE customers, and NICE business and technology partners shared information and best practices, and learned about new solutions for their organizations.

Best practices 29

Best practices Personalization Technology Management 29

teleopti

OCTOBER 9, 2018

Teleopti was present at the recent Professional Planning Forum Annual Conference held in Blackpool, UK 23 – 24 April. Teleopti was a specialist sponsor in the areas of enterprise planning. The conference was a mix of presentations, case studies, round table discussions and seminars.

Enterprise 48

Enterprise 48

Outsource Consultants

MARCH 27, 2024

In fact, between 2012 and 2019, US-based women-owned businesses grew at a rate of 16.7% , significantly outpacing the growth of male-owned businesses (5.2%). This translates to a more stable and motivated workforce, ultimately leading to better customer service for your business.

Call Center 67

Call Center Government outsourcing call center workforce 67

Customer Interactions

MARCH 26, 2012

The exhibits for ICS West 2012 open today at the Sands Convention Center in Las Vegas, and of course, NICE is there. If you’re attending the show, I encourage you to make time to drop by our booth (#6087).

Transportation 29

Transportation Banking Marketing Management 29

AWS Machine Learning

NOVEMBER 16, 2022

The following code illustrates this policy, but don’t add it to the shared services account yet: #Data Science account's policy to access Shared Services' S3 bucket { 'Version': '2012-10-17', 'Statement': [{ 'Sid': 'AddPerm', 'Effect': 'Allow', 'Principal': { 'AWS': 'arn:aws:iam:: :root' }, "Action": [. 's3:PutObject',

Accountability 83

Accountability Best practices Scripts Engineering 83

teleopti

OCTOBER 9, 2018

The motivation from the jury was: The winner has in a professional manner handled their challenges and achieved results in a very short time. The results are excellent proof of what one can achieve with the help of Teleopti WFM.

Best practices 48

Best practices Banking 48

Transparent BPO

FEBRUARY 27, 2019

The Philippines has worn the offshore outsourcing crown for years, having claimed it from India in 2012. The country’s BPO sector is so strong the LA Times called it the “call center capital of the world.”

outsourcing 97

outsourcing Call Center Business Process Outsourcing Contact Center 97

COPC

SEPTEMBER 9, 2022

About the Contact Centre Management Group: Since 2012, the CCMG has been a registered Professional Body of the South African Qualification Authority (SAQA) for the contact centre industry. CCMG’s volunteer board of industry professionals oversees Professional Standards and Competencies for the industry.

Best practices 100

Best practices Benchmark Consulting Consulting 100

Beyond Philosophy

DECEMBER 19, 2016

Sales soared in 2012. This isn’t the first time Patagonia has scored big by proclaiming its environmental and social values. In 2011, it ran a full-page newspaper ad telling people NOT to buy its jacket because consumption of goods causes environmental degradation.

Sales 353

Sales Banking Customer emotions Education 353

Customers That Stick

MARCH 3, 2020

So, back in 2012, I asked the question: are there common triggers? Each person has their own triggers that set them off, and one of the most important things we can do in customer experience is learn about our customers, what their preferences are, what drives them, and make sure we deliver experiences that avoid their personal triggers.

Customer Service 88

Customer Service Personalization Customer Experience 88

AWS Machine Learning

JUNE 15, 2023

Prerequisites To follow the steps in this post, make sure you have an AWS account with the following: Access to AWS Identity and Access Management (IAM) for role and policy configuration Access to Amazon Translate, SageMaker, and Amazon S3 An S3 bucket to store the source documents, reference documents, parallel data dataset, and output of translation (..)

APIs 75

APIs Benchmark Best practices Engineering 75

Influitive

JULY 8, 2021

Netchex, a leading HR payroll software provider, had hosted their Netconnect user conference in-person in New Orleans since 2012 and, after a hiatus in 2019, needed to take their event online. In 2020, many companies found themselves taking their in-person conferences and events virtual.

Personalization 52

Personalization 52

AWS Machine Learning

SEPTEMBER 19, 2023

Create a role named sm-build-role with the following trust policy, and add the policy sm-build-policy that you created earlier: { "Version": "2012-10-17", "Statement": [ { "Effect": "Allow", "Principal": { "Service": "codebuild.amazonaws.com" }, "Action": "sts:AssumeRole" } ] } Now, let’s review the steps in CloudShell.

APIs 118

APIs Accountability Engineering Technology 118

CSM Magazine

MARCH 4, 2022

While the existing IET community had been in place since 2012, poor site structure meant that content was hidden in silos, while the wider user experience clashed with key objectives like knowledge sharing, collaboration and engagement.

Engineering 98

Engineering Technology Self service Chatbots 98

LiveVox

AUGUST 4, 2020

Having come on to the scene in around 2012, the varied use cases have since been well-documented. Speech analytics is no longer a new thing. From improving customer experience and agent performance to providing business insights and managing risk, it can be a powerful and unique tool for those looking to take their contact center […].

Analytics 60

Analytics Contact Center Customer Experience Management 60

Lumoa

MARCH 5, 2018

Now, at least 89% of companies expect to compete mostly on the basis of customer experience, versus 36% in 2012. "Digital" has become a standard not only for B2C customer interactions but also for B2B customer experiences. So did omnichannel communications and personalization. Customer Experience is the new black.

B2B 121

B2B B2C Customer Experience Personalization 121

ShepHyken

JANUARY 25, 2017

In 2012, they rolled out a promotional video on YouTube that was hilarious and went viral. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. Currently there are more than 23 million views!)

Customer Service 229

Customer Service Sales Customer Care 229

CSM Magazine

NOVEMBER 3, 2023

since assuming the role of General Manager in 2012. With a career spanning over 30 years, his expertise and leadership have been instrumental in driving the success of Foundever in the U.K.

Banking 59

Banking outsourcing Best practices Marketing 59

Customer Service Life

OCTOBER 13, 2020

This exercise reminded me of the time when we started this blog back in 2012. It’s a fairly simple set of criteria and I believe that if our customer support team consistently does these things, our company will earn high customer satisfaction marks from our customers. History lesson.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. As many as 2/3 of Customer service interactions will occur without human-to-human contact. Source: Brian Manusama, Gartner.com ). Clearly, more Customers want self-service options.

Self service 402

Self service Best practices Customer Experience Call Center 402

Beyond Philosophy

DECEMBER 26, 2014

If you enjoyed this post, you might be interested in the following blogs: 2012 Customer Experience Predictions: Positives and Pitfalls. Is the auto insurance app a waste of memory on my phone? I’d be interested to hear your opinion on my predictions in the comments below. Seven Predictions for the Customer Experience Industry in 2013.

Customer Service 418

Customer Service Customer Experience 418

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Coincidentally, this definition was also done in a June, 2012 article.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Beyond Philosophy

MARCH 22, 2017

The truth is, my visits are among the 500 million that didn’t happen since 2012 for McDonald’s. With that type of market coverage, McDonald’s could have an easier time deliver the goods for delivery. The question will be whether that is the type of easy their customers want.

Entertainment 318

Entertainment Consulting Consulting Customer Experience 318

teleopti

OCTOBER 9, 2018

Teleopti , världsledande leverantör av lösningar för strategisk bemanningsplanering i kundtjänster, backoffice och butiker (Workforce Management WFM), samt kostnadsuppföljning av företagstelefoni (Telecom Expense Management TEM) meddelade idag resultat för verksamhetsåret 2012.

Management 48

Management 48

JustCall

AUGUST 29, 2022

It was separated from the 415 in 1959, and in 2012, the 669 area code was allocated to the same phone numbering plan region in an overlay scheme. The 408 area code was separated from the 415 in 1959, and in 2012, 669 was allocated to the same phone numbering plan region in an overlay scheme. What is Area Code 408?

voip 52

voip Accountability Personalization 52

VirtualPBX

MARCH 8, 2022

In a 2012 letter to budding female scientists and engineers looking for a career in technology, she said: “So be yourself. Croak is Vice President of Engineering at Google and shows no signs of slowing down, wanting to push the boundaries of what the Internet can provide. She is humble, soft-spoken, but a powerful force.

voip 98

voip Engineering Technology Personalization 98

CSM Magazine

SEPTEMBER 28, 2021

It’s an incredible turnaround for a club which sold just over 10,000 memberships back in 2012, only nine short years ago. The Eels have enjoyed incredible growth in their membership over the past nine years, and last year leapfrogged the Broncos to sit behind only South Sydney in total memberships sold.

52

52

CSM Magazine

DECEMBER 19, 2022

Launched in 2012, LeoVegas is a top-rated online casino that has grown from one strength to another. Owned and operated by Casumo Services Limited, this online casino first appeared on the scene in 2012. Lousy customer service is often enough to make you close your player account and look elsewhere for greener pastures.

Customer Service 52

Customer Service Entertainment Government Banking 52

Nuance

JUNE 29, 2020

Mike Hostetler: We founded Imbio in 2012 as a medical imaging software company and have since developed multiple, fully automated 3D visualization and quantitative analysis solutions for lung and cardiothoracic imaging diagnostics. Q&A Jonathon Dreyer: Tell us about your business – when and how you started and your development journey.

Healthcare 52

Healthcare 52

Call Center Weekly

JANUARY 24, 2018

Disjointed customer experiences are sooo 2012.) Analyze the top three or four questions your contact center receives each month, and then work with marketing to answer those questions in a blog post. Make sure the post is easy to search and find, and make sure it’s in brand voice. Email Yes, I said email. No, email’s not dead.

Education 149

Education Contact Center Customer Care Customer Experience 149

Customer Experience Matters

OCTOBER 9, 2018

sports that has gained TV fans since 2012 (see our Fan Experience Benchmark). As a die-hard Red Sox fan, I really enjoy watching the MLB playoffs. As a matter of fact, baseball is one of the two major U.S. But even with sports on TV, I couldn’t hide from the news updates full of partisan political bickering.

Benchmark 81

Benchmark Surveys Customer Experience 81

ShepHyken

MARCH 21, 2017

She was named 2011/2012 Professional Woman of the Year by the National Association of Professional Women. About: Diana Oreck is a nationally and internationally recognized, results-driven, creative, senior executive with 30 years’ experience in the hospitality industry.

Consulting 202

Consulting Consulting Employee engagement Customer Service 202