Spotlight on SBCs with Ingate - my Latest on BCStrategies

Jon Arnold

I’ve been following the session border controller space since inception - 2004 - and it falls squarely into that bucket. Every so often I’ll do a spotlight piece on a trend or technology, especially ones that are not well-understood.

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It’s time to stop giving people Net Promoter Score® targets

Genroe

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Best Practices Customer Feedback Net Promoter Score

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Amazing Business Radio: Martha Brooke

ShepHyken

In 2004, Martha founded Interaction Metrics to help clients get more value out of the customer experience they provide. The Future of Customer Feedback. How to Get the Most Out of Your Customer Feedback Today and Beyond. Shep Hyken interviews Martha Brooke , founder of Interaction Metrics.

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Amazing Business Radio: Martha Brooke

ShepHyken

About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. In Shep’s Opening Monologue… He talks about the best ways to handle negative online reviews.

Celebrating 16 Years in India

Aspect

In 2004 Aspect opened an office in Bengaluru (also called Bangalore) with four employees focused on quality assurance and facilities. Aspect Software is celebrating 16 years in India. .

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What Customer Emotions Drive the Most Value

Beyond Philosophy

That was in 2004. What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.

It’s time to stop giving people Net Promoter Score® targets

Genroe

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Comments Dave, Thanks — glad you liked it.

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Xpedition and Voyado Partner to Help Boost Loyalty and Retention for Fashion Brands

CSM Magazine

Founded in Sweden in 2004, Voyado’s key differentiator is the simplicity of its solution that has been designed specifically for retailers, and embeds the drive for customer loyalty and retention into all areas of fashion organisations.

CRM 65

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

Millennials (also called Gen Y)- born in between 1982 and 2004. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation.

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

Millennials (also called Gen Y)- born in between 1982 and 2004. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation.

Part 2: How Customer Support Drives and Grows Recurring Revenues

TeamSupport

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. “ To retain the customers you have, you must help them achieve the outcomes they need.”.

Part 2: The Strategic Role of B2B Customer Support

TeamSupport

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes.

B2B 61

Google Search Trends for “Customer Success”

ChurnZero

This search data dates back to 2004, which is before many of us had probably even heard of the term ourselves, nevertheless working in the field.

SaaS 83

How Apple Uses Psychology to Develop Outstanding Experiences

Beyond Philosophy

I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural. Apple has an excellent experience.

Part 1: B2B Customer Support Transformation Imperatives

TeamSupport

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 65

4 Ways AI Will Transform Customer Experience

Provide Support

Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely. It has transformed forever the way we interact with our immediate surroundings. The most notable forms of AI an average user is familiar with are – SIRI, Google Now and Alexa skills.

Part 2: B2B Customer Support Transformation Imperatives

TeamSupport

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 61

Part 3: The Strategic Role of B2B Customer Support

TeamSupport

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes.

B2B 68

18 weeks paid maternity and adoptive leave and paid paternity leave announced by Irish tech company Spearline

Spearline

” The paid leave will be in accordance with the provisions of the Maternity Protection Acts 1994 & 2004, the Adoptive Leave Acts 1995 & 2005, and the Paternity Leave and Benefit Act 2016.

Teamwork Makes the Conversational AI Dream Work

Creative Virtual

The fact that our very first enterprise-level customer has worked with us continuously since 2004 tells us that we are doing something right! By Mandy Reed, Global Head of Marketing.

Guest Blog: Becoming a Blockbuster?

ShepHyken

Back in 2004, Blockbuster had 60,000 employees, 9,000 stores and appeared invincible. This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Was this a typical Friday event for you and your family?

Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value.

Part 1: How Customer Support Drives and Grows Recurring Revenues

TeamSupport

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. “Customers buy products to enable and streamline their business operations.

Convince Your Boss: It’s Time for Digital Transformation

Aspect

Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., In 2000, Netflix CEO Reed Hastings approached Blockbuster (who?) and asked for $50 million for the company he founded. **Spoiler Alert** Blockbuster declined. Today, Netflix is worth more than $60 Billion. now has only 10 franchise-owned stores remaining in operation in the U.S.: six in Alaska, three in Oregon, and one in Texas.

Part 1: The Strategic Role of B2B Customer Support

TeamSupport

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations.

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Engage Your Workforce and Improve the Bottom Line

Call Design

Bliss 2004), you can see why turnover, or minimising it, is so important. Managing a business in the current times, with online sales booming and working from home a reality, has never been more challenging.

Google Search Trends for “Customer Success”

ChurnZero

This search data dates back to 2004, which is before many of us had probably even heard of the term ourselves, nevertheless working in the field.

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Localz Close £2M Funding Round to Support Business Post-COVID

CSM Magazine

Since 2004, we’ve been targeting this Triple Point in areas like infrastructure, energy efficiency and social housing, unlocking investment opportunities that make a difference.

MiFID II: What Do You Need to Know?

Avaya

An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. The first fine for non-compliance of the 2004 MiFID directive was given out to Barclays for inaccurate transaction reporting. Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

Cherwell Selects Talkdesk to Support their Mission of a Smarter Customer Service

Talkdesk

In 2004, the founders envisioned a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively. Recognized as a challenger in the Gartner Magic Quadrant for IT Service Management and named a winner of the Colorado Top Workplaces 2019 award , Cherwell Software excels at delivering great service to its customers and understands that today’s workforce relies on real-time information to be successful.

Conversational AI is Here to Stay, But What Exactly is it?

Babelforce

Scotland’s pollen index is an early example of the tech from way back in 2004. Conversational AI is a buzzword in the customer service and contact center industry. The tech promises to transform the way contact centers work. You’ll be able to serve more customers faster and at a lower cost.

ROI and the Secure Customer Index (SCI)

Horizon CX

In 2004, D. Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade.

Women in Technology: Nominate Your Unsung Heroes!

Aspect

The biggest decline was in computer science, where women received 23% of bachelor’s degrees awarded in 2004 and just 18 % in 2014. This summer I have spent some time thinking through the definition of “women in technology”. I have been a member of several different chapters, attended luncheons and workshops and even hosted a few.

69 countries and counting. Welcome Malta to Spearline fixed line testing

Spearline

Hello Malta! 69 countries and counting … Welcome Malta to Spearline fixed line testing! We are pleased to announce that we have a fixed line certified and available for testing in Malta. We secured the line directly with one of the major telecoms carriers in Malta - Vanilla Telecoms.

Part 3: B2B Customer Support Transformation Imperatives

TeamSupport

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through the delivery of high-quality Technical Support and Customer Success services.

B2B 54

[Q&A] B2B SaaS Benchmarks: How Does Your Company Compare to +1,500 of Its Peers?

ChurnZero

Salesforce started it and they went public in 2004. During 2020, we saw several major events cause businesses to adapt to new conditions and adopt additional capabilities to not only defend against economic pressures but also to take advantage of opportunities.

Is There a Huge Miss in Your Reopening Plan?

Toister Performance Solutions

In an experiment published in 2004, participants were asked to choose between four granola bars.

Momentum Spotlight Interviews

Momentum Telecom

I’ve lived in Birmingham since 2004, and I started my journey with the Momentum family as an Account Manager in January 2020. Get to know team members from across Momentum Telecom in this fun and informal ongoing Q&A series. September 2020. Max Shadmani. Account Management.

Interactions Celebrates 15 Years

Interactions

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Our evolution and growing success can be attributed to two key factors: a passionate, hardworking team that believed in our core mission; and the invaluable, longstanding partnerships we’ve forged with forward-thinking companies that share our dedication to exceptional customer experiences.”. Michael Iacobucci, longstanding CEO of Interactions.

How iotum Uses Aircall and Desk.com to Foster Complete Customer Conversations

aircall

Since 2004, iotum has been building and acquiring a versatile suite of communication tools fit for businesses of all sizes. Its flagship product, FreeConference.com , offers video conferencing, international dialing, call recording, and screen sharing features. In order to better serve its diverse clientele, iotum uses Aircall’s cloud-based phone software because of its simplicity, flexibility, and ability to integrate with Desk.com.