Uncovering Cloud Options for Your Organization

NICE inContact

Since 2006, cloud computing has expanded and advanced in incredible ways. While cloud computing is a staple in numerous organizations, less than half of contact centers have any form of investment in cloud technology.

Black Friday Shopping Brings Out The Worst In Us

Steve DiGioia

…no wonder why customer service is so bad – my rant! This original article was written by Steve DiGioia. We have turned into a group of inconsiderate, rude, thoughtless, disrespectful and egocentric miserable people.

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Bright Pattern Talks with CX Leaders: It’s a Matter of Compliance

Bright Pattern

Founded in 2006 by the major credit card processors, the PCI DSS addresses and helps alleviate vulnerabilities within the payment card ecosystem (i.e.

Teleopti showcased workforce management at the Moroccan event SICCAM

teleopti

SICCAM fit perfectly with Teleopti’s plan to enter the Moroccan market with the goal to achieve a comparable success with the one in Middle East, where we since 2006 have managed to get around an 80% market share STOCKHOLM, May 23, 2012 — On May 17 and 18, Teleopti proudly took part in the SICCAM forum in Casablanca, focusing on Contact Centres and Customer Relations in Morocco.

Teleopti celebrates 10 years in the Middle East

teleopti

It was in 2006 that Teleopti management team understood the need to expand its business into this fast evolving region, and within a year a representative office was opened. Teleopti is celebrating it’s tenth year anniversary operating in the MENA region. The results quickly exceeded expectations. The company started with just a couple of employees and one customer, but now boasts more than 50 established customers.

Avoid IVR Jail and Release the Customer Journey

Call Center Coach

GetHuman started back on 2006 when, founder of several software companies, Paul English became enraged when he was locked in Verizon’s IVR jail. Last year, roughly 1 in 8 Americans used GetHuman.

Guest Blog: Becoming a Blockbuster?

ShepHyken

That’s why we haven’t built a major enclosed mall since 2006.”. This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience.

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“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

Beyond Philosophy

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2%

Top-Rated SMTP2GO Moves to Talkdesk for Reliability and Cost Savings for Their Global Organization

Talkdesk

SMTP2GO, founded in 2006, is headquartered in New Zealand with customers in 130 countries. We recently had the pleasure of interviewing Charlotte James Lisbonne (Customer Success Manager) and Lukas Williams (Head of Tech Support/Business Development Manager) from SMTP2GO.

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Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Customer Service Focus Fuels Unprecedented Growth for Synergy Automotive

CSM Magazine

Founded in 2006 by Paul Parkinson, who has amassed over three decades of industry expertise, Synergy Automotive provides B2B and B2C car leasing, contract hire and finance services.

The Quick Fix for Better CX

Customer Interactions

In a 2006 Bain study, 80% of companies surveyed claimed they offered a “great” customer experience. Some contact centers claim to prioritize customer satisfaction, but all they’re accountable for are operational metrics. The result of lip service? That only sounded impressive until Bain went on to survey the customers of those companies. Only 8% of those customers claimed to have received “great” service.

Making emotional connections with customers is key to excellent NPS and VOC results

Robert Davis

This was the highest October sales figure since 2006, even though the recession had hit people hard across the country. By Brad Baumunk, President and COO, Robert C. Davis and Associates.

How to Hire Right in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

Harris : Omar has been creating high-performance organizations since 2006. The first step in the contact center agent journey comes with the hiring process.

Black Friday By The Numbers

Branch Mesenger

This year, the holiday created by Alibaba back in 2006 made $30.8 Did you hit the mall or a physical retail store this past Friday? If you skipped the store for mobile deals, you're part of an ever-growing, ever-shifting audience of consumers who are increasingly taking their dollars online.

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ChurnZero Becomes a HubSpot Connect Beta Integrator

ChurnZero

Since 2006, HubSpot has been on a mission to make the world more inbound. ChurnZero the real-time Customer Success platform announced that it has joined HubSpot as a Connect Beta Integrator. Today, ChurnZero announced that it has joined HubSpot as a Connect Beta Integrator. HubSpot, a leading growth platform, works with Connect integrators to help grow their business through listing and marketing and distribution resources to increase shared customers.

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Emotional Intelligence in Customer Experience Leadership

PeopleMetrics

It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.”

From Agent to Manager: Tishara Vahling Marr

Sykes

Tish started as an agent in 2006 for SYKESHome (then Alpine Access). “At Tishara Vahling Marr loves helping others learn. But the thing she loves even more is learning something new herself.

Black Friday By The Numbers

Branch Mesenger

This year, the holiday created by Alibaba back in 2006 made $30.8 Did you hit the mall or a physical retail store this past Friday? If you skipped the store for mobile deals, you're part of an ever-growing, ever-shifting audience of consumers who are increasingly taking their dollars online.

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CX Initiatives: What if Employees Are Not On Board?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. One of my favorite movies about business in general, and employee behavior in particular, is Office Space.

What is Customer Centricity DNA?

ClearAction

Indeed, the financials seal the deal: “the public FoEs (firms of endearment) returned 1,026% for investors over the 10 years ending June 30, 2006, compared to 122% for the S&P 500; that’s more than a 8-to-1 ratio! What is Customer Centricity DNA? Lynn Hunsaker.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

February 2006. For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements.

Who Tweeted It First: Customer Success Edition

Amity

— Adrian McEwen (@amcewen) November 22, 2006. — Tom Coates (@tomcoates) December 6, 2006. Working in Customer Success, we hear the same terms all the time: ARR, Churn, MRR, Retention, SaaS, etc. But have you ever found yourself wondering, “who tweeted it first?”

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MiFID II: What Do You Need to Know?

Avaya

million for their inaccuracies between 2006 and 2008.

How Utilities Can Use Digital Communication to Fix a Fractured CX

CSM Magazine

She joined Striata in 2006 as Head of Email Marketing. For much of their history, utilities haven’t had to pay too much attention to customer experience (CX). The focus in many areas, has tended to be on technologies that supported infrastructure and reduced operational costs.

Eight Tips to Ensure Call Center PCI Compliance

Etech GS

Developed in 2006 by five major credit card companies to protect consumers from fraud, data breaches, and identity theft during business transactions, PCI DSS standards are enforced by the PCI Security Standards Council.

Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

Beyond Philosophy

Thorough analysis conducted by The Conference Board in 2006 showed that, among twelve leading engagement research companies, twenty-six key drivers of engagement could be identified, of which eight were common to all: • Trust and integrity – How well do managers communicate and ‘walk the talk‘?

What is Customer Centricity DNA?

ClearAction

Indeed, the financials seal the deal: “the public FoEs (firms of endearment) returned 1,026% for investors over the 10 years ending June 30, 2006, compared to 122% for the S&P 500; that’s more than a 8-to-1 ratio! What is Customer Centricity DNA? Lynn Hunsaker.

Decoding the Payment Card Industry Data Security Standard (PCI DSS)

Momentum Telecom

That’s why in 2006 five major credit card companies formed the Payment Card Industry Security Standards Council (PCI SSC). For any businesses looking to successfully move into the future, hacking prevention and cyber security are quickly becoming top priorities. With the way the technological landscape has been changing, some sort of standards had to be put in place.

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AI as Infrastructure: What Is It and Why Does It Matter?

Stratifyd

He grew up in Beijing and came to Charlotte in 2006 to attain his Ph.D. Estimated reading time: 4 minutes. AI has touched millions of lives since Apple’s Siri, Amazon’s Alexa, and Google Assistant exploded onto the market with the singular goal of making interactions, and lives, easier.

How YETI Stays Ahead with Feedback

GetFeedback

YETI was founded in 2006 by Roy and Ryan Seiders, two brothers from a long line of entrepreneurs. Today, YETI’s top tier coolers and drinkware have become a symbol of status and trendiness for outdoor enthusiasts. And with good reason!

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Callminer

Mihai Corbuleac is a Senior IT Consultant at ComputerSupport.com LLC , an IT support company providing professional IT support and cloud services to businesses across the United States since 2006. Investing in the right call center monitoring software is imperative for today’s call centers.

“Get the Balance Right” – Why Businesses Must Map the Customer Journey before they Roll-out New Channels

Enghouse Interactive

The analyst’s recent “The Inner Circle Guide to Omnichannel” report looked at the proportion of UK contact centre inbound interactions by channel since 2006, with predictions shown until the end of 2021. One of the headline findings was that the percentage of interactions made by telephone was anticipated to fall from 90 per cent in 2006 to a projected 62.2 Recent research from Contact Babel has uncovered that traditional telephony-based interactions are on the decline.

Brand Portfolio Secrets to Success (The 5 Things You Need to Know)

C3Centricity

Although Schwartz’s original book was published in 2006, he recently commented on the current choices facing consumers in “The Paradox of Expanded Choices.” How do you know when you have too many variants in your brand portfolio?

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

Just on the basis of comparison to the S & P 500, the public companies singled out by Firms of Endearment returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S & P 500, more than an 8 to 1 ratio. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

John Oechsle: How Do You Spell CRM Evolution? With 4 C’s

Bill Quiseng

In 2006 and in 2009, John was awarded the Technology Executive of the Year, and the Titan of Technology awards by the CTA. This week’s post is from Swiftpage CEO John Oechsle.

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The Power the Ultimate Question

Horizon CX

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0.

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Cloud, Cloud, What Cloud Option do You Choose?

NICE inContact

The term cloud computing dates back to 2006. Fast forward and there has been a phenomenal growth and evolution in this space. Every business understands the cloud imperative and their enterprise stack has very many flavors of cloud. Contact centers have traditionally been slow in cloud adoption, currently about 49% of contact centers have some form of cloud infrastructure. But, we do see the inflection point soon, where cloud will be overtaking premise.

Acquisition Addiction’s Impact on Customer Experience ROI

ClearAction

3 Milton Friedman and the Social Responsibility of Business , Greenbiz, 24 November 2006. Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8

Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine

ijgolding

Fortunately help is at hand – and has been since 2006. Unless you have been living in a cave, it will not have escaped your attention that a number of organisations around the world have been introducing a new job title. In fact, they have been doing so for quite some time.