Meet WFMSG: Our March 2020 Sponsor Wall of Fame Honoree
Contact Center Pipeline
MARCH 17, 2020
2005 Related Topics 
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Knowledge Powers Our Team, According to Educator Jennifer Brown
Working Solutions
DECEMBER 13, 2021
It was 2005, and I was unfamiliar with Working Solutions or the concept of WFH (work […]. Living in various spots around the United States, Jennifer Brown and her husband settled for a time in Moscow, Idaho.
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The Future of Workforce Management for Contact Centers, with Daryl Gonos
NobelBiz
SEPTEMBER 23, 2021
After starting out in consulting as the co-founder and CEO of Workforce Management Group, Daryl and his partners started CommunityWFM in 2005, a modern workforce management solution, specifically tailored to multichannel call centers.
Abby Connect Wins Silver in 11th annual Best in Biz Awards
Abby Connect
JANUARY 4, 2022
Founded in 2005, Abby Connect has grown to become the premier virtual receptionist and… The post Abby Connect Wins Silver in 11th annual Best in Biz Awards appeared first on Abby Connect.
68 Customer Support Email Address Name Ideas
CX Accelerator
MAY 25, 2022
Jenny began her call center customer service journey on the front lines back in 2005. Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question.
Migrating Contact Center Solutions to the Cloud – a Business and Operational Perspective
CCNG
APRIL 13, 2021
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.
Is Customer Experience Dying? The Three Pioneers of The Movement Debate
Beyond Philosophy
OCTOBER 23, 2021
By 2005, I had undertaken research to determine the 20 emotions that drive or destroy value , to prove that incorporating customer emotions into experiences provides an ROI.
"Follow the Leader", Featuring Neal Topf
Call Center Weekly
MAY 2, 2018
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).
Beat Customers to the Customer Service Line with Artificial Intelligence
CSM Magazine
NOVEMBER 19, 2021
Daniel Fallmann founded Mindbreeze in 2005 and as its CEO he is a living example of high quality and innovation standards.
Quora Group Grows with BigChange
CSM Magazine
MARCH 16, 2022
Founded in 2005, Quora Group works nationwide with a range of clients across the public and private sector. A leading provider of mechanical and electrical building services says a new job management system is helping it to win more business.
Parceiro em Destaque: iLink
Aspect
MARCH 16, 2021
iLink Solutions é uma empresa do Grupo ARCOM, foi fundada em 2005 e é parceira da Aspect desde 2007. Nossa Série de Parceiros em Destaque entrevista os principais parceiros da Aspect em todo mundo e destaca o impacto nas experiências de agentes e clientes.
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Partner Spotlight: iLink
Aspect
MARCH 16, 2021
iLink Solutions , an ARCOM Group company , was founded in 2005 and has been an Aspect partner since 2007. Partner Spotlight Series ? focuses on Aspect’s top partners around the globe and highlights the impact on agent and customer experiences. ? .
Guest Post: How Good Customer Service is Defined by 4 Different Generations
ShepHyken
JANUARY 31, 2020
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.
Guest Post: How Good Customer Service is Defined by 4 Different Generations
ShepHyken
JANUARY 31, 2020
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.
Five Low-Cost Ways To Improve Your Customer Service And Customer Experience
Micah Solomon
OCTOBER 9, 2018
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).
Increase productivity with this one counterintuitive trick
Inside Customer Service
MAY 19, 2022
I started my own business in 2005. It started as a typical, busy Wednesday. Then a miracle happened. A half-day event got cancelled. Another meeting was rescheduled for a different day. My calendar was suddenly wide-open. It was tempting to fill that found time with more work.
Amazing Business Radio: Daniel Fallmann
Shep Hyken
OCTOBER 5, 2021
” About: Daniel Fallmann founded Mindbreeze in 2005 at the age of 23, after he finished his studies in computer science. A Holistic View of the Customer. Empowering Customer Service Agents with Knowledge.
Nudges: Make Sure Yours Work!
Beyond Philosophy
DECEMBER 6, 2017
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.” Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. However, this great idea isn’t working for everyone.
Three ways to immediately improve your customer experience
Inside Customer Service
MAY 5, 2022
By the end of 2021, it had reached its lowest point since 2005. Today's customers are increasingly unhappy. The American Customer Satisfaction Index has steadily declined for the past four years. What's causing the decline?
Why Managing Customer Emotions Is Even More Than You Think
Enghouse Interactive
JULY 23, 2021
Back in 2005 we conducted research with London Business School to identify the 20 emotions that drive or destroy value. Guest Blog by Colin Shaw – Founder & CEO of Beyond Philosophy. Your customers do not choose you based on the experience you provide.
GoodFirms Accredits OrecX as the Best Call Center Software - 2021
OrecX
JANUARY 20, 2022
Launched in 2005, the solution currently caters to millions of customers in over 190 countries. By Lisa Brian, GoodFirms Writer. Oreka GPL, the best-in-class open-source call center solution, is acknowledged by GoodFirms as the best Call Center Software.
Jenny Dempsey to Talk Workplace Wellness at ICMI CCExpo
Customer Service Life
APRIL 30, 2019
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?
18 weeks paid maternity and adoptive leave and paid paternity leave announced by Irish tech company Spearline
Spearline
DECEMBER 18, 2019
” 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.
How to Protect Your Customers’ Data From Cyber Attacks
CSM Magazine
APRIL 25, 2022
Ashley Lukehart has been writing about the impact of technology and IT security on businesses since starting Parachute in 2005. These days, many small business owners use digital tools to manage virtually every aspect of their company, including key pieces of customer data.
Fizzback is Now a Part of NICE!
Customer Interactions
JULY 7, 2015
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.
5 Top Customer Service Articles of the Week 2-21-2022
Shep Hyken
FEBRUARY 21, 2022
The ACSI (American Customer Satisfaction Index), shows a decline in customer satisfaction to the lowest level since 2005. Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week.
Designing Country Culture into Your Global Experience
Beyond Philosophy
DECEMBER 28, 2020
In research that we did with London Business School back in 2005 for my book The DNA of Customer Experience: How Emotions Drive Value , we discovered that 20 emotions drive and destroy value.
Guest Blog: 3 Proven Ways to Personalize the Customer Service Experience
ShepHyken
JULY 29, 2016
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.
Aesthetics: Why This is A Vital Part of Your Experience
Beyond Philosophy
SEPTEMBER 17, 2020
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?
The Obituary of the Call Center
BetterXperience
FEBRUARY 21, 2022
Close your eyes and imagine it is 2005. Without any fanfare the Telephone as we know it died. This is not an opinion. Half of all phone calls are spam calls. I think the word “call” is now a dirty word. Call centers have rebranded themselves as contact centers. The largest providers of Automatic Call Distributors want you to know they do not sell Call Center Technology. One of them just sold to Zoom.
The Obituary of the Call Center
BetterXperience
FEBRUARY 21, 2022
Close your eyes and imagine it is 2005. Without any fanfare the Telephone as we know it died. This is not an opinion. Half of all phone calls are spam calls. I think the word “call” is now a dirty word. Call centers have rebranded themselves as contact centers. The largest providers of Automatic Call Distributors want you to know they do not sell Call Center Technology. One of them just sold to Zoom.
What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?
Beyond Philosophy
NOVEMBER 19, 2020
From that moment on, and this occurred back around 2005, my company links our Customer Experience efforts to proof so that the champions of Customer Experience are not caught out as I was all those years ago in that German conference room.
The Next Act: The AI-Enabled Contact Center
DMG Consulting
AUGUST 31, 2018
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.
The Best Natural Language Processing (NLP) Solutions Providers
CSM Magazine
JULY 29, 2021
It’s a US-based company that was founded in 2005. Over the years, the demand for Artificial intelligence has steadily increased since more organizations are seeking digital frameworks to make them stand out in the business landscape.
VW To Buy Back Cars And Learns Cost Of Lying
Beyond Philosophy
MAY 5, 2016
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.
Executive outlook: Revising geographic strategies for U.S. workforce management
Liveops
NOVEMBER 2, 2018
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
NOVEMBER 2, 2018
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.
JustCall Ranks 8th At The Deloitte Tech Fast 50 India 2020 Awards
JustCall
MARCH 16, 2021
The Deloitte Technology Fast 50 India program was launched in 2005. Yet again, we are super proud to announce that JustCall ranked Number 8 on the Deloitte Technology Fast 50 India, 2020 !
Top Video Remote Interpreting Companies in the U.S.
Certified Languages International
AUGUST 31, 2021
They began offering VRI services in 2005, but only American Sign Language (ASL) and Spanish. Source: Beci Harmony on Unsplash. We consider ourselves lucky because we share this industry with a lot of quality video remote interpreting (VRI) companies.
Are You Ready for the Gig Economy
Aspect
APRIL 24, 2018
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.
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