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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.

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Top 5 Customer Service & CX Articles for Week of February 19, 2024

ShepHyken

Clarke’s 2001: A Space Odyssey, directed by Stanley Kubrick, introduced us to HAL 9000, a computer that communicated like a human … and against its crew. Will AI Take Over Customer Service? by Shep Hyken (Enghouse Interactive) The future is now. Science fiction has become reality. Back in 1968, almost five decades ago, Arthur C.

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Will AI Render the Human Call Center Agent Obsolete?

CCNG

Think HAL, the sentient computer from "2001: A Space Odyssey.”) General Purpose AI (GPMI) refers to the original vision of AI, which can be traced to a 1955 Dartmouth research program where computer scientists explored the viability of creating a machine that could simulate human learning, understanding, and intelligence.

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

ShepHyken

Clarke’s 2001: A Space Odyssey , HAL, the computer could talk in a human-like fashion, yet it still sounded like a computer. They use speech recognition and natural-language processing to enable users to complete some tasks. My Comment: In Arthur C.

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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” […]. You may not be familiar with the NorthEast Contact Center Forum (NECCF), but you should absolutely get this incredible regional organization on your radar!

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It’s all about context stupid! Why most businesses fail to take this into account

Beyond Philosophy

When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere.

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Contact Centers Can Thrive in the Worker Shortage

SmartAction

The early 2000s recession affected the US from March 2001 to November 2001 and led to a decline in participation in the workforce. Below you’ll find a graph with data regarding the topic beginning in 1990 (when the global labor force participation began to show a steady decline) and now. In January of 2000, 67.3%