Nuance

DECEMBER 26, 2019

We’ve seen it become sentient in 2001: A Space Odyssey, enslave mankind in The Matrix, and take over the world in The Terminator. Visit Nuance's What's next blog to see the full content. Cinema hasn’t given AI the best image over the years. It’s no surprise that people worry about AI taking over our jobs. This is a summary.

Enterprise 52

Enterprise Chatbots Contact Center 52

PeopleMetrics

FEBRUARY 21, 2018

If you're in multiple channels (which most brands are), the website experience should be consistent with the in-person experience should be consistent with the contact center experience, and so on. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Marketing 67

Marketing Advertising Consulting Consulting 67

PeopleMetrics

MARCH 7, 2018

You need to be able to talk to leadership, the contact center, the sales force, operations, etc. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. P.S. What did you think of this blog post?

Feedback 76

Feedback Management Consulting Consulting 76

Chad Schaeffer

SEPTEMBER 12, 2014

It was May 2001 and I was just kicking off my first contact center software implementation as a project manager. In May of 2009, 8 years later, I remember working with one of the world’s largest consumer packaged goods companies and for the first time talking about adding social media support to the contact center.

Airlines 48

Airlines Customer Service Banking Contact center software 48

Comm100

JULY 12, 2018

Elizabeth Wellington wrote a perfect piece on Difficult Customers on the Helpscout blog , and I think it’s worth sharing it. Michael Pace had another excellent post on his blog the Pace of Service which is worth sharing. Of course, there’s also the equally frightening vision of Hal from 2001: A Space Odyssey.

Customer Service 41

Customer Service Entertainment CRM Best practices 41

Avaya

JUNE 1, 2017

Contact centers that work with and respond to the user expectations of fans at any given moment provide an enhanced and optimized experience. The right contact center will help sell out stadiums. And it demands the best technology to place athletes, the team, and fans at the center of the experience.

Technology 50

Technology Wireless Coaching Analytics 50

TechSee

JANUARY 25, 2023

[link] Scott VerBracken, VP Automotive Services Scott began his career with AAA ACG (The Auto Club Group) in 2001. Over the past two decades, he has led integration and transformation efforts with ACGs Contact Centers and Field Operations. Ron’s posts about team development can be found on his High Caliber Teams blog.

Automotive 41

Automotive Management Enterprise B2B 41

PeopleMetrics

MARCH 16, 2020

This blog post is about the alerts that are triggered based on a customer response to a survey. When a contact center representative fails to resolve a customer issue in the expected time frame. I hope this blog post helps you think about these important issues. Contact PeopleMetrics: About the Author.

Morale 78

Morale Upselling Surveys Coaching 78

PeopleMetrics

JULY 23, 2018

Unsolicited feedback is primarily thought of as social reviews, but can also include calls to a company’s contact center to complain about an issue; or feedback through the “contact us” feature on a company-supplied app or website. P.S. What did you think of this blog post? Click here to download the book.

Feedback 72

Feedback Surveys Big data Customer centricity 72