ShepHyken

MARCH 28, 2017

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? You want to be ahead of the game. Should we be nervous or scared of that type of technology? Top Takeaways: Artificial Intelligence tools are available today.

Technology 227

Technology Customer Experience Customer Service Personalization 227

PeopleMetrics

JULY 20, 2020

You can set up real-time alerts that go to the appropriate person in your company who is responsible for following up with the customer and “closing the loop.” He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Ready to kickstart an excellent CX program?

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

Beyond Philosophy

DECEMBER 2, 2021

It gives you an insight into that person and what’s important to them. I still remember back in 2001 when Cadillac used Rock and Roll by Led Zeppelin in their commercial. In a customer experience setting, I would advise people to listen to them. Consider how firms leverage nostalgia.

Entertainment 221

Entertainment Construction Consulting Consulting 221

Jon Arnold

MAY 6, 2021

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. So much more to talk about, and before I close off with some screenshots that can be shared, the intangibles of leadership have a lot to do with their success.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

PeopleMetrics

MAY 13, 2020

At PeopleMetrics , we end our weekly company meeting by each team member sharing what they are grateful for in their life right now and one person at the company who they want to thank for the work done during the week. Being grateful for having work with so many unemployed is also critical. Help team members feel respected. About the Author.

Best practices 116

Best practices Customer centricity Feedback Consulting 116

PeopleMetrics

JULY 17, 2018

These are similar to in-person focus groups, except customers join an online forum to provide their opinions. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. This is an excerpt from Listen Or Die by Sean McDade, PhD. Click here to download the book.

Telecommunications 210

Telecommunications Wireless Surveys Feedback 210

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. In Location: refers to an actual in-person customer experience, such as a retail store, restaurant, or hotel. Understanding the various touchpoints (e.g., That’s the focus of this blog post. The most common channels.

Feedback 91

Feedback Interactive Voice Response Surveys Contact Center 91

PeopleMetrics

JUNE 4, 2019

While one person, or maybe a couple or a family, makes the final decision in a B2C transaction, there are many decision makers involved in a B2B deal. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Have questions about a B2B or B2C VoC program?

B2C 122

B2C B2B Real estate Airlines 122

Beyond Philosophy

MAY 17, 2016

In a key scene, focus group participants are asked to describe the personalities and presentation styles of various members of the program – beginning with Corky, Frank, and Jim; and they do so in positive, glowing terms. When they get to d escriptions of Murphy, however, the perceptions turn to sharply negative.

Customer advocacy 186

Customer advocacy Consulting Consulting Sales 186

PeopleMetrics

JUNE 29, 2020

This means assigning a person to find out why the customer felt unsafe, identifying the root cause of this feeling, providing detail on the root cause and identifying the operational change that must occur to prevent other customers from feeling this way in the future. Gearing up to reopen? Contact PeopleMetrics: About the Author.

Surveys 121

Surveys Feedback Consulting Consulting 121

PeopleMetrics

DECEMBER 27, 2019

As the lead of the customer experience team, you have to be multi-functional, with the right mindset and communication skills to connect with different personalities. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Need help wrangling internal stakeholders?

Telecommunications 82

Telecommunications APIs Analytics Feedback 82

Natalie Petouhof

AUGUST 15, 2022

My path to a CX career started in 2001 at Peppers & Rogers Group. Personalization and empathy have become the new standard, and companies that don’t adapt will be left behind. Original Article by Mila D’Antonio.

Customer Experience 52

Customer Experience Average Handle Time Coaching Enterprise 52

PeopleMetrics

NOVEMBER 22, 2019

One person or team will initiate the study, collect data, analyze the results, and present the results to a few people within the organization. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Market researchers are centrally located in one department.

Feedback 54

Feedback Consulting Consulting Marketing 54

PeopleMetrics

DECEMBER 12, 2019

If you hear a positive remark about a person, repeat it to that person as soon as possible—perhaps via email. Recognize your employees’ personal accomplishments. They will appreciate your recognition of their personal accomplishments, even if all you do is acknowledge them at the beginning of your next staff meeting.

Banking 91

Banking Consulting Consulting Feedback 91

Aspect

NOVEMBER 1, 2018

Millennials were born between 1976 and 2001. Aspect Workforce Management empowers agents with a wealth of self-service options including web-based, smart phone, IVR or even using an intelligent personal assistant chatbot. They are very different from their doting baby boomer parents. Dan Schawbel, author of Me 2.0

Contact Center 62

Contact Center Contact center software Interactive Voice Response Chatbots 62

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

Surveys 83

Surveys Feedback Consulting Consulting 83

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

FEBRUARY 12, 2018

E very touch point needs to go really well on every channel - whether it's online, in-person, or calling a call center. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Treat every customer like a house guest.

Banking 64

Banking Call Center Consulting Consulting 64

PeopleMetrics

MARCH 7, 2018

To make yourself as effective as possible within your organization, you know that you have to be a very multi-disciplinary person. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. You are so important to your organization.

Feedback 76

Feedback Management Consulting Consulting 76

Spearline

SEPTEMBER 24, 2019

It may be due to the utility nature of a person-to-person phone call, but with the advent of multi-party conferencing and collaboration, audio quality has become much more critical. 862, PESQ was introduced in 2001. Perceptual Evaluation of Speech Quality, PESQ, provides a more objective, scientific approach.

Telecommunications 40

Telecommunications voip Government Quality management 40

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. Similar to email in 2001, Facebook and Twitter were taking off and consumers were growing tired of the unfriendly phone systems that made it impossible to speak with an actual person.

Airlines 48

Airlines Customer Service Banking Contact center software 48

PeopleMetrics

OCTOBER 3, 2019

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. especially when building your initial program. Ready to tell your VoC story?

Surveys 60

Surveys Technical Support Analytics Consulting 60

Dialer 360

MARCH 20, 2020

It also assists you in your personal branding by relationship building with these industry specialists on multiple platforms too. With over 30,000 graduates from more than 4,000 contact centers, The Call Center School has been dedicated to the personal development of contact center individuals since 2001.

Call Center 36

Call Center Contact Center voip Consulting 36

Spearline

OCTOBER 12, 2021

Andy has been in the telecoms industry for over 20 years and set up Revector to combat SIM Box fraud against mobile network operators in 2001. 2001, 2006, I was doing some self-work at home. So it’s actually billing the person and it might be billing them on a premium rate. and in Ireland. I started Revector.

Advertising 103

Advertising Banking Wireless Marketing 103

PeopleMetrics

JULY 31, 2018

A person is tasked with reviewing a small sample (one hundred is common) of open-ended customer comments and the goal is to identify major “themes” from these comments. Then usually another person reviews the remainder of the open ends, one by one, and assigns one of the major themes to each comment. Here’s how it works.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

Jon Arnold

MAY 25, 2017

Not quite the iconic monolith slab from Kubrick's 2001 Space Odyssey, but at least here, the message is easier to understand - "moments connected" - I hope! :-). Branding update. So, the "big reveal" at the end of the general sessions was ably handled by CMO Merijn te Booijj. Not quite the Indy 500 starting line, but my timing was good here.

Chatbots 45

Chatbots Contact Center Interactive Voice Response Marketing 45

COPC

JUNE 28, 2016

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

Accountability 46

Accountability Customer Experience Personalization Customer Service 46

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). Brands they trust for other personal needs would be likely contenders for taking care of their financial needs as well.

Banking 79

Banking Customer Experience Surveys Finance 79

Cisco - Contact Center

MARCH 21, 2019

Hi Barbara, your connecting flight #2001 has been cancelled due to poor weather conditions. You’re in a taxi on your way to the airport and your connecting flight back home has just been cancelled due to bad weather conditions in that city. Your airline app sends you a notification message, an email, a phone call, and a text. “Hi

Contact Center 40

Contact Center Airlines Analytics Self service 40

Voxjar

JUNE 8, 2021

Founded in 2001. Orecx smoothly with customers of all sizes, from small 5 person sales teams to 10,000+ seat contact centers. In our experience, a 3-7x improvement is pretty normal when you bring a purpose built QA software into your organization to streamline manual reviews. Scorebuddy QA. scorebuddyqa.com. Based in Dublin Ireland.

Call Center 51

Call Center Analytics Enterprise Sales 51

Avaya

JUNE 1, 2017

This consumerism shift towards mobile devices makes it easier for teams to influence impulse sales through personalized messages, geo-targeted marketing, instant offers, and loyalty rewards. Vendors and sponsors need to enhance and deliver personalized offers across the stadium. At Super Bowl LI, fans used over 11.8

Technology 50

Technology Wireless Coaching Analytics 50

Kayako

AUGUST 18, 2016

The managerial role this person will have and who they will oversee. Then outline the minimum technical and personality skills an applicant should have to fill this role (which you can screen for with great interview questions ). You’re a positive person and know how to look on the bright side. ● You can trace us back to 2001.

Customer Service 49

Customer Service Best practices Education Customer Support 49

TechSee

JANUARY 25, 2023

link] Scott VerBracken, VP Automotive Services Scott began his career with AAA ACG (The Auto Club Group) in 2001. Dan recruited a solid cross-functional team that exceeded company goals in improving satisfaction scores while building a personal reputation as a subject matter expert in delivering an exceptional customer experience.

Automotive 41

Automotive Management Enterprise B2B 41

Toister Performance Solutions

JANUARY 9, 2018

Skip it if you already agreed to meet with just one person. Customer service professionals in particular are guilty of running multiple software programs simultaneously for both personal and business. Many of us keep our cell phone perched on our desk, which constantly invites personal distractions.

Advertising 28

Advertising Personalization Contact Center Surveys 28

Amity

NOVEMBER 25, 2014

By early 2001, we had enough customers that we realized we needed someone to help manage the customer base. The individual(s) who work with the customer to ensure they are using the product to achieve their goals – this is beyond the person responsible for ticket resolution. PT: In September 2000, we were all in sales at Eloqua.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

ijgolding

JUNE 22, 2015

For me personally, the last few days have demonstrated how the influence of what we see online has affected the way businesses operate. 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.

Personalization 83

Personalization Feedback Customer Service Customer Experience 83

Customer Interactions

JULY 17, 2014

The date September 11, 2001 is not only a day that lives in infamy, it represents the high water mark for the corporate security industry. What is the cost of a negative customer experience due to theft of their personal data, or employee attrition due to workplace threats or violence?

Construction 32

Construction Finance Metrics Enterprise 32