"Follow the Leader", Featuring Neal Topf

Call Center Weekly

Since 2005 I have led Callzilla , an outsourced contact center providing customer care and customer acquisition to top brands. What factors should an organization take into consideration, when choosing a business partner?

A Better Platform to Enhance the Customer Experience

Connect First

Go back a little further and you’ll see further evidence of the incredible uprising of internet technology, with numbers steadily growing from an even million in 2005 to over two million in 2010 — and continuing to rise up into the billions of users connected today.

Five Low-Cost Ways To Improve Your Customer Service And Customer Experience

Micah Solomon

Perhaps in 2005 it was okay to take 24 hours to respond to a customer email. [Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are three ways to reach Micah: email, chat, web).

Nudges: Make Sure Yours Work!

Beyond Philosophy

Per an article in the NY Times a few weeks ago about a review published in The New England Journal of Medicine back in 2005, as many as two-thirds of hospital admissions related to medication problems were the result of “noncompliance.”

Give the gift of personal growth to your contact center agents

Customer Service Life

I’ve been working in customer service contact centers since 2005 and have learned a lot along the way about what makes an agent burn out because well, I burnt out on several occasions. We’re moving faster than ever before to make the customer experience WOW-tastic.

Executive outlook: Revising geographic strategies for U.S. workforce management

Liveops

million in 2005 (up 115 percent increase since 2005). Look at the past and present state of workers to map out the future. For more than a century, workers went where the jobs were. Geography has been a major factor when we think of how to make a living.

The Next Act: The AI-Enabled Contact Center

DMG

In 2005, 13 years ago, I published the book The Real-Time Contact Center. The Next Act: The AI-Enabled Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales.

Study: Executives Are Delusional About Customer-Centricity

Toister Performance Solutions

This comes from this 2005 report from Bain, so it's a little out of date. On the bright side, it has improved since 2005!

Fizzback is Now a Part of NICE!

Customer Interactions

For me was it early 2005 when I recognized the dramatic changes ahead for customer service, and asked whether we could build a business we could be proud of, around this problem. We all have pivotal moments in our lives. Fizzback was born as we started to look in detail at the issue. Traditionally the industry measured and monitored satisfaction of customers with very small samples, very slowly and without getting at the root causes of issues.

VW To Buy Back Cars And Learns Cost Of Lying

Beyond Philosophy

Back in 2005 we researched which emotions drive value ($$$) and which ones destroy it. The latest in the “Hoaxwagen” scandal reveals the price you pay for lying to consumers. Hint: it’s not cheap!).

The Remarkable Effect Facial Recognition Can Have on Your CX

Beyond Philosophy

We’ve been measuring emotions since 2005 with surveys. We develop emotional intelligence as children once we understand how other people feel. Based on the behavior of a few of our fellow humans, some of us more than others. Now, machines are developing emotional intelligence as well.

Executive outlook: Revising geographic strategies for U.S. workforce management

Liveops

million in 2005 (up 115 percent increase since 2005). Look at the past and present state of workers to map out the future. For more than a century, workers went where the jobs were. Geography has been a major factor when we think of how to make a living.

The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

B2C 241

The #CX Perception Gap

CX Journey

There’s this thing called the customer experience perception gap ; it was uncovered by Bain back in 2005, and they referred to it as a "delivery gap." Remember that this was 2005. Image courtesy of Pixabay I originally wrote today's post for CallidusCloud.

Are You Ready for the Gig Economy

Aspect

Remarkably, they discovered that all the net employment growth in the United States between 2005 and 2015 could be attributed to alternative forms of employment. A generation or two ago, it was not unusual for workers to spend their entire careers at just two or three employers. Not anymore.

Celebrating Bridge-Builders

Chip Bell

She was focused, sensitive and humble until her death in 2005. A crowded Montgomery, Alabama city bus stopped at its usual spot and a middle-aged African-American woman boarded the bus. As the bus pulled away, she realized every seat was taken and was prepared to take the trip on her feet. But, something changed that stance. Three different white men in three different locations on the bus simultaneously got up to give their seat to the woman.

Assessment for Learning: Classroom Strategies to Improve Learning for ALL Students

FreshGrade

2005) They have identified 5 key AfL strategies: Clarifying learning intentions and sharing criteria for success. 2005). Article written by: Damian Cooper.

Like Just About All of Their Customers… I LOVE Wegmans!!!

Beyond Philosophy

Since Fortune Magazine first started its “100 Best Places To Work” in 1998, Wegmans has made the list; and in 2005, it was named the best employer in America. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

Founded in 2005, Coveo is a provider of predictive search technologies, with integrated plug-ins for Salesforce.com, Sitecore, Google Apps for Work, Atlassian, JIRA, Office 365, YouTube, Lithium, Jive, Dropbox, and more.

Staying in the Know

Brad Cleveland

According to a recent IDC report, the digital universe will grow by a factor of 300 from 2005 to 2020, from 130 exabytes to 40,000 exabytes (John Gantz and David Reinsel, in “The Digital Universe in 2020,” IDC, December 2012.) How do you keep up?

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?? Amazon Raises Minimum Wage ?? $15

Branch Mesenger

education, with Harvard Business School reporting its biggest drop in applicants since 2005. Here's the stories we're reading about the world of commerce, retail and work this week: ?? Amazon Raises Wages. ?? Tax Cuts Not Yielding Benefits, Yet. ?? World's Most Valuable Startup. ??

CX Journey™ Musings: Skill Trumps Passion (or Does It?)

CX Journey

Cal's take on this is interesting, and his advice is that, if you want a meaningful career, look to Steve Jobs and do what he did, not what he said (in his Stanford graduation speech in 2005).

Transform or Die! Business Transformation is No Longer Optional

ijgolding

The business I was recruited by in 2005 was called ‘Littlewoods’. We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all.

Avaya at GITEX 2017: See What You Can Make with the Latest Technology

Avaya

We’ve been attending this Dubai-based mega-event since 2005 and every year we design our show presence from scratch, to provide fresh and unique info to our customers and partners who invest time in visiting us.

How Stratifyd Can Help Make Sense of Black Friday and Cyber Monday

Stratifyd

Cyber Monday got its name in 2005 thanks to Shop.org, an annual event hosted by the National Retail Federation. Estimated reading time: 4 minutes.

These 3 Organizations Are Dedicated to Language Preservation

Certified Languages International

Founded in 2005 by world-renowned linguist Dr. Gregory D.S. Language is something most of us take for granted. We acquire it from a very young age, and use it constantly to communicate our feelings, opinions, and values without giving it a second thought.

WFM Solutions and Vendors Are Not All the Same

DMG

ActiveOps , founded in 2005, is a privately held company based in the United Kingdom. Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter.

CX Lessons from the best SaaS organizations

Customer Guru

What started off as a small experiment with just six students in 2005 has groomed more than 350 students. The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products.

SaaS 107

How To Be An Effective Manager

Contact Center Geek

Mark Horstman and Mike Auzenne created the Manager Tools podcast in 2005. Stop me if you’ve heard this one before. A new team member joins your contact center.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Markus Linder is an expert in the field of e-commerce and Digital Advice, in which he has been active since 2005. Most call centers struggle with efficiency at one time or another.

Bullseye: Target's Very Good Year

Branch Mesenger

Target had its best year since 2005 | Via: cnn.com. Could it be possible that we're now talking about two separate apocalypses this week? It seems the media loves to talk about the circling of wagons and the end of decades-old institutions.

Call Centers Are Becoming Mobile, Are You Prepared?

Talkdesk

What’s more, the number of workers telecommuting several days a week has increased by almost 80 percent between 2005 and 2012, according to Global Workplace Analytics. More and more American workers are taking their jobs on the road.

Everything You Need to Know about Text Analytics

Lumoa

A study done in London School of Economics in 2005 found that 7 point NPS increase led to an average 1% revenue increase.

What #CX Professionals Wanted to Know in 2018

CX Journey

The #CX Perception Gap There’s this thing called the customer experience perception gap; it was uncovered by Bain back in 2005, and they referred to it as a "delivery gap." Image courtesy of Pixabay What was on the minds of CX professionals in 2018?

Aeroexpress - setting the pace for quality service

Customer Interactions

Founded in 2005, Aeroexpress offers high speed railway service within Moscow to the Capital’s three major airports – Vnukovo, Domodedovo and Sheremetyevo – and rail service to the Moscow satellite town of Lobnya. The rail operator transported over 14 million passengers in 2011. As one can expect, building these high speed rail lines required a massive capital investment.

Will they subscribe?

C Space

Fascinated by politics, he has advised on strategy for New Labour in the UK during the 2005 election, and Al Gore and his team on launching and positioning a leading sustainable asset management firm. Will they subscribe? Is big business in denial about subscriptions?

Time Inc. Acquires MySpace: It’s All A bout the Customer Data

Natalie Petouhof

News Corp bought Myspace for $580 million back in 2005. Tweet Were you unsure MySpace still existed? Time Inc., who is the owner of Time, Fortune, and People magazines, has acquired Viant. Viant is the parent company of Myspace. So why would Time Inc do that? My sources say that it’s all about the data! Then in 2011 an ad network Specific Media, another Viant-owned company, scooped up Myspace for $35 million in 2011. What did Viant get for that money?

Why Customer Delight Is the Wrong Strategy

Comm100

In 2005, Bain & Company surveyed 362 firms. Does customer delight lead to customer loyalty?

What do I Need to Know to Create a Knowledge Base?

Comm100

However, company perception of phone support can be biased since 80% of companies believe that they deliver stellar customer support while only 8% of the customers agree, according to a 2005 survey by Bain & Company. A knowledge base is a great way of communicating with customers.

Building Blocks of a Customer Experience Transformation Strategy

CX Journey

You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. Do you know all of the building blocks of a customer experience transformation strategy?