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Avoiding Agent Underhiring and Undertraining

Contact Center Pipeline

My first professional exposure to contact centers came in 2005, and it didn’t take long to fall in love with the industry. The pace, challenges, and mission piqued my curiosity and inspired me to design solutions for some of the industry’s most pressing challenges, such as agent retention and performance. Over the last 17 years, […].

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How to Create Unbreakable Brand Loyalty through Emotional Connection

Beyond Philosophy

In 2005, my fieldwork revealed 20 emotions that drive or destroy value in a Customer Experience. Specificity is required to identify the feeling with which you are dealing. As part of this exercise, choosing an emotion that drives value for your customers is essential.

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Migrating Contact Center Solutions to the Cloud – a Business and Operational Perspective

CCNG

Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. Contact Center solutions have evolved significantly over the last two decades.

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Putting Customers First is a Game Changer with Jesse Cole

ShepHyken

Jesse Cole’s latest book, Bannana Ball: The Unbelievably True Story of the Savannah Bannanas , just came out May 18, 2005. You’ll get more energy, inspiration, and purpose out of ideas. Get it at Amazon. Plus, Jesse shares some incredible fan-first moments from their tour.

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Meet WFMSG: Our March 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: WFMSG (The Workforce Management Software Group) CEO/Co-Founders: Daryl Gonos, CEO; Todd Cotharin, COO; Peter Schmidt, CTO When founded: 2005 Describe your company: WFMSG provides a unique and simplified approach to forecasting and scheduling contact center agents and is used by hundreds (..)

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68 Customer Support Email Address Name Ideas

CX Accelerator

Jenny began her call center customer service journey on the front lines back in 2005. JENNEY DEMPSEY , a Southern California native, obtained her BA in English from San Diego State University. In 2012, she co-founded the blog, CustomerServiceLife.com.

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Amazing Business Radio: Daniel Fallmann

ShepHyken

” About: Daniel Fallmann founded Mindbreeze in 2005 at the age of 23, after he finished his studies in computer science. .” “Companies can use AI to look for patterns in customer behavior to anticipate issues and generate solutions before problems even occur.”

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