The Largest Call Center Association in the NorthEast!

Contact Center Pipeline

The NECCF was founded in February 2001 by contact center executives and specialists who wanted an unbiased “user group” […]. Have you heard about the largest Call Center Association in the NorthEast?

How Much Do International Toll Free Numbers Cost?

Avoxi

Since 2001, AVOXI has helped businesses find the best toll free number pricing around the world. This 800 number price guide was originally posted in May 2017.

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Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, P hD.

The Impact of Big Data on the Voice of the Customer

Customer Interactions

Back in 2001 Gartner analyst, Doug Laney defined the challenges surrounding the growth of big data in a research report that he authored (he also presented on the topic at a number of conferences). Big data and its challenges are not a new phenomenon. He described the challenge as being three dimensional; the increase in volume, velocity and variety

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. Do you know any CX professionals who started out in market research?

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX).

Amazing Business Radio: Anthony Goonetilleke

ShepHyken

Featured Interview: Shep begins his interview with Anthony Goonetilleke by asking if we have reached the point of HAL, the computer in 2001 A Space Odyssey? Anthony Goonetilleke Discusses How Artificial Intelligence is Revolutionizing Customer Service.

Training contact center supervisors around the internal CX is key to reducing agent attrition in tightening labor markets

Robert Davis

More importantly, the “real” unemployment rate (U6) continues to drop and is now 7.6%, the lowest since 2001 ( [link] ). By Brad Baumunk , President and COO. As the labor market continues to heat up, the impact of attrition in the contact center will only get worse.

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

5 Major Criteria To Be An Effective Leader

Call Center Weekly

He's written two books on leadership and has been president of his own company since 2001. By Mitch Mitchell Depending what you consider as a good leader, you'll either believe there are lots of good leaders or very few good leaders.

Hackonomy - How BroadSoft Helps Service Providers Succeed with the Cloud

Jon Arnold

I wanted to start off 2018 with my extended thoughts about BroadSoft , a company that has continuously stayed on the forefront of innovation in our space from my earliest days as an analyst in 2001. Among independents, I can't think of many others that fit the bill, and as the industry continues to consolidate, this is a good time to reflect on what they have done right to be successful. Not only is the technology changing so quickly, but the barriers to entry are getting higher.

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, P hD. Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? The answer to this question is key to creating a world-class VoC program.

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#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Do you ever wonder if you're doing as well as your competitors? Of course you do!

Contact Center Specialist Darren Prine Joins City Communications

City Communications

Scottsdale, Arizona, February 2019 – City Communications, a boutique telecommunications management firm with a nationwide client base, has hired leading contact center technology expert Darren Prine to lead its business outreach and consulting initiatives.

Introducing CX Secrets with Sean McDade

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Hi everybody!

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, P hD. Ten-plus years ago, market research firms offered what was called customer satisfaction tracking, or CSAT for short.

Training contact center supervisors around the internal CX is key to reducing agent attrition in tightening labor markets

Robert C. Davis and Associates

More importantly, the “real” unemployment rate (U6) continues to drop and is now 7.6%, the lowest since 2001 ( [link] ). By Brad Baumunk , President and COO. As the labor market continues to heat up, the impact of attrition in the contact center will only get worse. People who took jobs in the contact center often took the job because they couldn’t find the appropriate job in their field of choice. In May 2018, the unemployment rate (U3) hit 3.8% before ticking up to 4.0%

CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Wouldn't it be great if you could predict how much revenue you'd be receiving 2 months from now? 6 months from now? A year from now?

Millennials and the Work Ethic

Aspect

Millennials were born between 1976 and 2001. They are very different from their doting baby boomer parents. Millennials are tech savvy, skilled at multitasking, great at working in teams, and eager to please. They are also accustomed to being pampered both at home and at school.

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Are you familiar with all the different ways your customers interact with your business?

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD. An important metric in any successful VoC program is NPS , or Net Promoter Score.

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018.

Comparing Perceived Value Drivers For Employees and Customers

Beyond Philosophy

In preparation for Customer WinBack , my 2001 book on customer loss and recovery co-authored with Jill Griffin, we conducted original research among purchasing agents and sales/marketing managers to better understand the essential value delivery perceptual differences between customers and suppliers.

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. We all remember that dreaded phone call. After working all day, you'd pull out your chair to sit down for a family dinner and the phone would ring.

Customer Relationships: When They Start Right, They Stay Right

Amity

2001) Antecedents of commitment and trust in customer–supplier relationships in high technology markets. Managers intuitively recognize new customer relationships should start on a positive note. Their instincts are well-founded.

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services.

Lessons in authentic leadership from ao.com: It’s not First Time Resolution – it’s Personal Resolution!

ijgolding

I was invited to speak by an ex colleague who I had not seen since 2001!!! In 2001, John launched Appliances Online, the group’s first website selling white goods. Social media has truly changed our lives in so many ways.

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Callminer

His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001. Investing in the right call center monitoring software is imperative for today’s call centers.

6 Worries That Melt Away With Cloud-Based Phone Software

aircall

Fortunately, we’ve moved beyond the reliability of “2001 Skype,” and these anxieties have been firmly debunked. The desk phone is old fashioned. It’s bulky, boring, costly, and has limited functionality.

voip 99

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned.

American Airlines Creating Wi-Fi Friction

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. At PeopleMetrics, we often talk about creating an easy, or “frictionless” experience.

CX Secrets: Keeping a CX Mindset

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset."

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD. Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. But what does that exactly mean?

Someone Who Loves Zappos.com Loves You

COPC

I have been buying shoes from Zappos.com since 2001. This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Judi Brenstein, vice president, COPC Inc.

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

How Shared Labor Can Help Optimize Your Staffing Model

Branch Mesenger

The last time the quit rate was that high -- April, 2001. With retail’s Q4 upon us and the holiday season surging into focus this week with Thanksgiving & Black Friday, retailers across the United States are gearing up for their biggest three months of the year.

CX Lessons from the best SaaS organizations

Customer Guru

It is remarkable that the company was founded in 2001 more as a side-project by founders Ben Chestnut and Dan Kurzius. The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products.

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Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD. The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. And a key part of making this happen is your VoC software platform.