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 of the world’s most widely […].

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. How Websites Built to Enhance the Customer Experience Lead to Business Success. The rapid growth of internet usage and reliance has permanently changed the landscape and outline of business success.

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"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? Companies have a wide range of criteria to consider when tasked with the difficult objective of choosing a business partner (provider).

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).

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

ShepHyken

Gen Z- born from 2005 to present. 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. Not many companies think about generational gaps and differences when it comes to dealing with their clients.

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

ShepHyken

Gen Z- born from 2005 to present. 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. Not many companies think about generational gaps and differences when it comes to dealing with their clients.

How Momentum Works #1: The Payoff of Less Time, More Focus While Working from Home

Momentum Telecom

office – joined the company in 2005, working remotely wasn’t exactly practical. In mid-March 2020, Momentum Telecom transitioned employees to working from home due to the coronavirus pandemic. Over the next several weeks, we’ll introduce you to people from across the different Momentum teams, give you a glimpse into how they set up their home offices, and learn more about their tips and best practices for working remotely. Meet Gopi.

Aesthetics: Why This is A Vital Part of Your Experience

Beyond Philosophy

Furthermore, in 2005 at the height of Apple’s existence, Townsend was clear that much of the brand’s popularity was due to its design, which was beautiful, intelligent, and simple—right down to the box it came in. . Do you still have the box your phone came in?

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.

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.

Guest Blog: 3 Proven Ways to Personalize the Customer Service Experience

ShepHyken

Ross has co-founded three successful startups since graduating from Kansas State University in 2005 and also enjoys writing about customer service, marketing, and communication-related topics on COMNIO’s customer service blog. This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience.

The Next Act: The AI-Enabled Contact Center

DMG Consulting

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.

Jenny Dempsey to Talk Workplace Wellness at ICMI CCExpo

Customer Service Life

I’ve been working in customer service since 2005. Did you catch the announcement? If not, look up! I’m speaking at ICMI Contact Center Expo in two weeks and I can’t freakin’ wait! I’m also anxious. Very anxious. I’m going to get vulnerable up there in front of you. I encourage you to be vulnerable. Brene Brown says, “ There is no courage without vulnerability.” ” So, let’s be courageous and vulnerable together, shall we?

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!). Volkswagen AG will buy back almost half a million cars from consumers that bought their 2.0-liter diesel cars sold in the U.S. This buyback agreement, described by Reuters as a framework deal, includes the Jetta Sedan, the Golf compact and the Audi A3 models sold since 2009.

BI with an IQ - Revisited

Xaqt

Back in the winter of 2005, Jason Kolb (my cofounder and CTO of Latigent) and I penned an article for Business Management magazine titled BI with an IQ. Rewind it Back Let's take a look back to 2005 when "Web 2.0" Contact Center Automation - An Opportunity Revisited Building on the notion established in 2005, the ability to eliminate repetitive tasks and create an intelligently automated operation is more relevant now than ever.

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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. The latest developments in this field are changing the way we can measure authentic customer emotions in real time.

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! There's a famous statistic that 80 percent of executives believed their organization delivered a superior customer experience, but only 8 percent of customers agreed. A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect.

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. This pull to geographic locations and the corresponding promise of prosperity has been a defining feature in our history. High-risk money-making opportunities were all it took to spur mass migrations to far-flung locations.

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. This pull to geographic locations and the corresponding promise of prosperity has been a defining feature in our history. High-risk money-making opportunities were all it took to spur mass migrations to far-flung locations.

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.

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. Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like.

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Challenges for the Online Payments Ecosystem

Whitepages Pro

When Amazon announced the creation of Amazon Prime in 2005, it was the turning point in a new era of consumer expectations. Customers could get nearly anything they wanted with one click, within two days. Online commerce companies around the world joined the arms race to provide the most seamless transactions and the fastest service—today, services like Amazon Prime Now offer authentication, authorization, and home delivery in as little as an hour after an order is placed.

Challenges for the Online Payments Ecosystem

Whitepages Pro

When Amazon announced the creation of Amazon Prime in 2005, it was the turning point in a new era of consumer expectations. Customers could get nearly anything they wanted with one click, within two days. Online commerce companies around the world joined the arms race to provide the most seamless transactions and the fastest service—today, services like Amazon Prime Now offer authentication, authorization, and home delivery in as little as an hour after an order is placed.

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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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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Outsource Consultants Makes 2019 Inc. 5000 List

Outsource Consultants

Founded in 1979 and acquired in 2005 by Mansueto Ventures, Inc. PLYMOUTH, MN, August 16, 2019 – This week, Inc. Magazine published its annual Inc. 5000 list, a ranking of the fastest-growing companies in the United States. Call center advisory firm Outsource Consultants, LLC is making its first appearance on the list, debuting at #1281 with an impressive 321% 3-year growth rate. Outsource Consultants is honored and excited by this recognition.

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.

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. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails.

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. It appeared on their blog on December 6, 2017.

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. So what if one day you woke up and the language you spent your whole life speaking, thinking, and learning in was in danger of disappearing?

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. Secure employment” has become an oxymoron. Economists are now talking about the “Gig Economy” where workers become Independent contractors that sell their skills on an opportunistic basis.

How we built our phonetic spelling guide

NameShouts

For crying out loud: singer and businesswoman Rihanna has been active since 2005, but we only recently started pronouncing her name right! – Hayley Ostrega, Linguistics Research and Data Associate. What’s in a name?”. Societies have been growing more diverse, and thank goodness we have reached an era where individual authenticity is celebrated. This may come in the form of one’s hobbies, interests, and fashion; the hipster culture is in!

5 Customer Service Tips That Will Help You Retain More Customers

Fonolo

Amazon launched in 2005, so consumers have had more than a decade to get used to expedited shipping, detailed product information and reviews, and easy returns. Guest Author: Scott Miraglia, CEO, Elevation Marketing. Customer service isn’t just a buzzword. When done right, it works to attract, retain, and convert more customers. 90% of Americans view customer service as a signal to determine if they should do business with a company.

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??March Madness is good for retail stocks

Branch Mesenger

Bureau of Labor Statistics (BLS) found that there was actually a decline in the categories of jobs associated with the gig economy between 2005 and 2017. We first launched Shiftonomics as a weekly newsletter covering all the stories about the future of work across industries, from manufacturing to retail. A year and some change later, we’re thrilled to grow such an avid community.

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. According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B.

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. One thing you can be sure of about Avaya at GITEX 2017 Technology Week: We will stand out from the crowd.

GDPR for SaaS Providers and Companies

SmartKarrot

With more and more companies dealing with massive amounts of data ever since the boom of digital age in the last decade (to be specific somewhere around 2005), the cyber attackers have been presented with the greater opportunities to expose millions of records of the companies’ customers that are dealing with their private information. It has been reported that more than 4,500 data breach cases have occurred since 2005 with more than 800 million records being stolen by the cyber attackers.

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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. Very much led by the never-ending advancement of digital technology, the business landscape and the challenges facing it, seem to change on a monthly basis.

The World of XaaS (Anything-as-a-Service) is Now Live!

SmartKarrot

It is said that 2005 introduced mankind to the world of cloud computing. Whether it is watching your favorite series or be it preparing for your tax returns – everything is now the call of the demand. Gone are the times when we were confined to constrictive configurations or contracts, per se. Now, with the advent of technology, hosting environments could never be easier. It can seamlessly acclimatize on-demand to accommodate a huge volume of traffic as well.

Pros and Cons of Using Celebrity Endorsements to Win Customers

CSM Magazine

As a result, Gap replaced her in 2005 with both Keith Urban and Joss Stone, who were a lot more likely to wear either Gap clothing or Gap-style clothes when in public view. From Lauren Bacall and Humphrey Bogart advertising those Robert Burns Cigarillos and Betty Davis helping to sell Lustre Cream Shampoo, companies have long relied on celebrities endorsing their brands.