TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

TeamSupport

JANUARY 12, 2021

This three-part blog series aims to break down the main principles of the report into three parts to more clearly highlight the report’s key points. Part 1: The Transition of Support from a Reactive Transactional Model to a More Proactive and Preventive Approach.

B2B 86

B2B Customer Support Technical Support Coaching 86

Beyond Philosophy

APRIL 2, 2020

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. The Peak End Rule requires organizations to ask what emotions they want to evoke in their customer experience. They naturally put customers first.

Customer centricity 398

Customer centricity Customer emotions Consulting Consulting 398

Beyond Philosophy

MAY 8, 2019

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.

Construction 389

Construction Customer emotions Consulting Consulting 389

TeamSupport

SEPTEMBER 8, 2020

In this blog series, based on the whitepaper co-produced by ServiceXRG and TeamSupport, we explore how to position the investment in Support as a strategic value aligned to current business practices and target outcomes. In other words, effective B2B support forms the foundation for long-term successful customer engagements.

B2B 64

B2B Customer Support Strategic Value Coaching 64

Aspect

JULY 31, 2017

The biggest decline was in computer science, where women received 23% of bachelor’s degrees awarded in 2004 and just 18 % in 2014. appeared first on Aspect Blogs. While I have read a few articles that seem to say we are now trending in a positive direction, we still have our work cut out for us.

Technology 90

Technology Engineering Marketing 90

Provide Support

MARCH 20, 2018

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. Published in Provide Support Blog , 2018. The post 4 Ways AI Will Transform Customer Experience appeared first on Live Chat, Customer Service Blog | Provide Support.

Customer Experience 53

Customer Experience Chatbots Technology Personalization 53

TeamSupport

NOVEMBER 10, 2020

This blog series highlights excerpts from four key concepts for using services to retain and grow recurring revenue. Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. Establish Service Programs Aligned to Customer Needs.

Customer Support 59

Customer Support B2B Coaching Education 59

Beyond Philosophy

FEBRUARY 1, 2021

That’s a sharp contrast from a car ad that I remember from 2004, which featured a Honda and a Mitsubishi car driving on a bridge and one was able to stop a meter ahead of the other, which was enough to not fall into the collapsed part of the bridge.

Marketing 369

Marketing Consulting Consulting Construction 369

Call Design

FEBRUARY 11, 2021

Bliss 2004), you can see why turnover, or minimising it, is so important. A big problem for all contact centres has been how to retain staff and reduce attrition. When you consider that replacing an employee will cost a business about 1.5x the annual salary (William G.

Self service 103

Self service Consulting Consulting Analytics 103

TeamSupport

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. Our customers know the TeamSupport tool. They create and update tickets, collaborate with other users, and access self-help and training resources through the Knowledge Base articles.”.

B2B 64

B2B Customer Support Technical Support Coaching 64

Creative Virtual

SEPTEMBER 7, 2021

The fact that our very first enterprise-level customer has worked with us continuously since 2004 tells us that we are doing something right! While we don’t do what we do for external awards and recognitions, it’s always a nice boost for morale to have experts in the industry acknowledge Creative Virtual’s expertise and success.

Virtual Agent 52

Virtual Agent Morale Chatbots Enterprise 52

Avaya

JANUARY 24, 2018

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. appeared first on Avaya Connected Blog. Barclays’ fines totaled £2.45 The post MiFID II: What Do You Need to Know?

Government 46

Government Enterprise Banking Consulting 46

aircall

JULY 25, 2017

Since 2004, iotum has been building and acquiring a versatile suite of communication tools fit for businesses of all sizes. The post How iotum Uses Aircall and Desk.com to Foster Complete Customer Conversations appeared first on Customer Experience & Cloud Call Center | Aircall Blog. See the Aircall-Desk.com integration in action.

Upselling 76

Upselling Sales Call Center Marketing 76

Avaya

JANUARY 26, 2018

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders. Recording Regulations: Raising the Bar.

Government 51

Government Coaching Contact Center Quality management 51

ProProfs Blog

MARCH 15, 2019

First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade. The Net Promoter Score is an industry-wide standardized measure of customer loyalty.

Surveys 79

Surveys Accountability Personalization Customer Support 79

Toister Performance Solutions

MAY 28, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. In an experiment published in 2004, participants were asked to choose between four granola bars.

Advertising 79

Advertising Government Customer Experience Management 79

SmartAction

DECEMBER 15, 2021

The decline continued but stabilized around 2004 until the Great Recession of 2008 hit, which severely affected the labor participation rate. The early 2000s recession affected the US from March 2001 to November 2001 and led to a decline in participation in the workforce. It dropped to 63% until it normalized around 2013.

Contact Center 76

Contact Center Virtual Agent Agent burnout Self service 76

Toister Performance Solutions

DECEMBER 4, 2018

A 2004 study by Booz Allen and the Aspen Institute found that 90 percent of corporate values statements listed ethics or integrity. source: Jeff Toister ) The Power of a Common Frame of Reference If you've read this blog before, you may know I'm a proponent of companies adopting a unique customer service vision.

Employee engagement 69

Employee engagement Surveys Accountability Feedback 69

Outsource Consultants

JULY 19, 2021

Don’t worry, we haven’t forgotten that this is an outsourcing blog. Maybe it’s an athlete overcoming adversity , maybe it’s a country winning its first medal …maybe it’s the surprising discovery that an event exists at all. So what do the Olympics have to do with outsource call centers ?

outsourcing 128

outsourcing Call Center Coaching Advertising 128

AWS Machine Learning

JUNE 13, 2023

Founded in 2004, BrainPad Inc. This was because some of the data sources contained information from internal blog posts, for example. This is a guest post by Dr. Naoki Okada, Lead Data Scientist at BrainPad Inc. To date, BrainPad has helped more than 1,300 companies, primarily industry leaders.

Chatbots 77

Chatbots Engineering Enterprise APIs 77

Toister Performance Solutions

DECEMBER 31, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Please excuse my language. I want to write this plainly. Most corporate values are b t.

Advertising 71

Advertising Scripts Coaching Accountability 71

ijgolding

MARCH 20, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the third of the five (you can read the first – an interview with James Dodkins – here ; and the second with Chris Brown – here ). I started EarlyBridge in 2004.

Journey mapping 61

Journey mapping Customer centricity B2B Multichannel 61

ConvergeOne

DECEMBER 7, 2021

The purpose of this blog post is to help folks understand why this is important and how it relates specifically to customer experience. However, it has become all the rage in recent times due to the unpredictability brought by COVID as well as Gartner’s recommendation that organizations strive for composability.

APIs 90

APIs Big data Analytics Engineering 90

aircall

FEBRUARY 21, 2018

A 2004 study found a correlation between employee conscientiousness (i.e. The post The Social Science That Explains Customer Service Attrition Rates appeared first on Customer Experience & Cloud Call Center | Aircall Blog. In fact, the highest performing agents are usually the most negatively affected.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91

aircall

FEBRUARY 21, 2018

A 2004 study found a correlation between employee conscientiousness (i.e. The post The Social Science That Explains Customer Service Attrition Rates appeared first on Aircall Blog. In fact, the highest performing agents are usually the most negatively affected. Burnout and attrition become a thing of the past.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91

Fonolo

FEBRUARY 9, 2023

Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology. For a walk-through on that kind of analysis, check out this blog post. There’s debate over whether Ericsson or Rockwell was actually first to market with a true Automatic Call Distributor.

Service level 142

Service level Call Center Abandon rate Metrics 142

Nicereply

MARCH 14, 2023

Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior By Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler Published: 2004 Length: 304 pages Why do some employees miss their deadlines time and time again, while others never do? There’s only one way to do this: to keep on learning.

Management 98

Management Call Center Metrics Entertainment 98

CX Journey

DECEMBER 11, 2018

I believe the latest edition was updated in 2004. The story takes you through several examples of how one CEO, who loves to lead and to manage, uncovered these three root causes and how he put them into practice at a couple different companies in different industries. Where everyone tells the truth and where trust and mentoring abound.

Employee engagement 60

Employee engagement Management Personalization Customer Experience 60

Avaya

NOVEMBER 3, 2016

Avaya circa 2004 maybe? The post Avaya Aura® Platform—The Original Pragmatic Hybrid Cloud appeared first on Avaya Connected Blog. It makes the most of what you have, reducing the need for new resources and letting you transition to the cloud at a pace you can handle, both in terms of cost and time.”

Enterprise 57

Enterprise Government Healthcare Contact Center 57

CrazyCall

APRIL 9, 2019

Alice Heiman has won numerous awards including 2004 Saleswoman of the Year by Professional Saleswomen of Nevada, Marketer of the Year and the U.S. Jill Konrath’s clients include Microsoft, IBM, Wells Fargo, GE, EY, Hilton and her weekly blog is read by over 140,000 sellers worldwide. “ Personal blog. Personal blog.

Sales 133

Sales Consulting Consulting Coaching 133

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. She has served clients as an independent consulting partner since 2004. Adam understands the impact that customer experience can have on the bottom line.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ProProfs Blog

SEPTEMBER 20, 2019

Invented in 2004, NPS was called the “the one question you’ll ever need.” This is why companies try their best to make sure that they retain their customers for as long as possible. This is where the Net Promoter Score (NPS) comes in. It is the industry-wide metric used to measure customer loyalty.

Surveys 84

Surveys Education Metrics Feedback 84

Certified Languages International

JANUARY 25, 2021

From 2004 to 2010, the vaccination rate dropped from 94% to 54%. Vaccines were well-received in the Somali community in Minnesota, until baseless claims that the MMR vaccine caused autism began circulating. This led to a dramatic decrease in immunization rates in the community. In 2017, an outbreak of measles hit the Minneapolis–St.

Government 52

Government Education Accountability Personalization 52

CSM Magazine

OCTOBER 11, 2019

In the final blog of the series, Samantha Saunders hands over to Rob Stefanovic, Senior Commercial Manager at OmniServ, to share an example of how cooperation between partners can help build trust and recognition. Trust: Building brand reputation and trust by delivering on promises.

Airlines 40

Airlines Customer Service Employee engagement Service level 40

Creative Virtual

JANUARY 7, 2020

I’m very proud to say that our first enterprise customer, Lloyds Banking Group, who we first worked with in 2004, are still a customer today. For Creative Virtual, it was important to me that the company maintain a culture of ownership, innovation and collaboration. Relationships are at the core of what the company is all about.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

ijgolding

FEBRUARY 23, 2016

However, the purpose of this blog post is not to re-write the review I have already written. I will be featuring an exclusive interview with Joseph in an upcoming blog post – watch out for it! I can confirm that in both cases – we were not disappointed.

Customer Experience 59

Customer Experience Personalization Management Accountability 59