Building Customer Care Leaders in the Virtual / Work-from-Home Environment

CCNG

In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment. Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years.

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? You may not be familiar with the NorthEast Contact Center Forum (NECCF), but you should absolutely get this incredible regional organization on your radar! Sponsored Posts call center contact center NECCF Sponsored Post

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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. Alot has changed since then, and our breakdown of toll free number costs has now been updated to reflect the most up to date information as of… The post How Much Do International Toll Free Numbers Cost? appeared first on AVOXI. Virtual Numbers

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What can humans and AI learn from each other?

Nuance

We’ve seen it become sentient in 2001: A Space Odyssey, enslave mankind in The Matrix, and take over the world in The Terminator. Cinema hasn’t given AI the best image over the years.

What can humans and AI learn from each other?

Nuance

We’ve seen it become sentient in 2001: A Space Odyssey, enslave mankind in The Matrix, and take over the world in The Terminator. Cinema hasn’t given AI the best image over the years.

Watch Out! We Are In Danger of Repeating the Same Mistakes We Did Last Year

Beyond Philosophy

Reichheld also wrote that according to Bain’s 2001 Survey of Management Tools, one in every five users reports that CRM initiatives not only fail to deliver profitable growth but damage long-term customer relationships. The next wave of business change is Customer Science.

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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

How CERN Faces the Pandemic the Digital Way – A Customer Success Story

Inbenta

Ilem was founded in 2001 and specializes in digital and managed services to help enterprises digitalize their business. They are headquartered in Switzerland, and also have offices in France and Morocco. Collaboration Success Story: CERN.

Want To Earn Residual Income With Technology Products?

City Communications

Since 2001, we have been in the business of helping organizations with their technology needs. Most of our new customers come from referrals from customers, word-of-mouth, or referrals from our Independent Business Partners (IBPs).

McDonald’s Appoints Manu Steijaert as Global Chief Customer Officer

CSM Magazine

Steijaert began his McDonald’s career as a field service consultant in 2001. Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. Photo: McDonald’s Corp. .

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. Market research was developed a century ago to measure the effectiveness of advertisements and products. Today it’s used in similar ways—to figure out competitive positioning, determine the optimal price for new products, or to decide on the most effective advertising strategies (to name a few).

Why Nostalgia is Not Just a Thing of the Past But the Present

Beyond Philosophy

I still remember back in 2001 when Cadillac used Rock and Roll by Led Zeppelin in their commercial. People look back on their childhood and talk about how terrible it was. However, they often do it with a fondness that belies their words.

5 Strategies for CX Excellence

PeopleMetrics

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

With Momentum, Provide the Best Unified Communications Solution on the Market

Momentum Telecom

We’ve been serving customers since 2001. Are your customers happy with communications technology? Are they frustrated with outdated phone systems or working with multiple vendors to meet all their communication needs?

#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. Before founding PeopleMetrics in 2001, I worked for a large market research company and did a variety of different market research-type programs that were really valuable. Do you know any CX professionals who started out in market research?

5 Top Customer Service Articles of the Week 12-27-2021

Shep Hyken

Clarke’s 2001: A Space Odyssey , HAL, the computer could talk in a human-like fashion, yet it still sounded like a computer. Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week.

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Closing the loop arguably drives the greatest ROI with VoC programs.

How to Write a Really Bad Survey

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. I have been writing and taking surveys for 30+ years. Over that time, I have taken a lot of very bad ones.

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures.

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. Do you want to embrace technology and provide your customers a better experience? Shep Hyken interviews Anthony Goonetilleke, the President of the Amdocs Product Business Group.

Five9 Analyst Summit - My Quick Take

Jon Arnold

You might be surprised to know that Five9 started in 2001, so this isn’t exactly a startup with wheels or a unicorn with hardly any revenues. Virtual events with analysts are tricky to plan, especially for pacing out the program.

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).

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). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

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

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.

Intouch Games Automates 28% Of Live Chat Queries with ServisBOT

CSM Magazine

Founded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006. AI chatbot handles peaks and supports business growth.

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. As someone who's been ensconced in leadership for a long time I can honestly say that there's a true dearth of effective leaders in the world.

A Bonus Lesson from Listen or Die

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Over the past year, another lesson has emerged that I would like to share with you.

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment.

5 Recommendations for Reopening your VoC Program

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program.

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. As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS.

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started.

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. 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%

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Today, I am going to focus on a very important topic – survey health. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. So what is a healthy survey?

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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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Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers.

Contact Center Specialist Darren Prine Joins City Communications

City Communications

Founded in 2001, City specializes in Contact Center as a Service (CCaaS), Avaya IP Office cloud migrations, Unified Communications as a Service (UCaaS), SD-WAN, and Wide Area Network planning, procurement, and management. ### For more information about this press release, please contact Steve Medcroft at (602) 515-0320 or by email at steve@citycommunications.com.

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs.

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. That’s the focus of this blog post. The most common channels.

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. For me personally, the last few days have demonstrated how the influence of what we see online has affected the way businesses operate. I had the pleasure of delivering a keynote speech at an event for a financial services company on Thursday.