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.

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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“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%

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.

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.

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.

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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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.

“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.

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.

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.

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‘?

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.

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.

Digital Transformation, Healthcare and the Contact Center

Altivon

Leaden presented contact center optimization in three phases—the latest of which began in 2006. Yesterday Altivon sponsored the first in a series of healthcare related webinars focused on patient experience and the contact center.

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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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.

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.

Cloud, Cloud, What Cloud Option do You Choose?

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.

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Why you don’t get credit for great customer service – and how to make sure you do

NewVoiceMedia

A leisurely company standard like “we strive to answer all emails within 48 hours,” which may have been fine in 2006, shows a misunderstanding of what satisfactory customer service calls for in 2016. “Customer service—now that’s a dying art.” I hear this sentiment often, and my response is, “Uh … I’m not so sure you’re right about that.” I’m just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past.

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

Robert C. Davis and Associates

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. Recently I read an article by Toma Kulbyte entitled “32 Customer Experience Statistics You Need to Know for 2018” ( [link] ). In addition to all of the statistics she quotes, I particularly like her definition of CX: “Customer experience is your customers’ perception of how the company treats them.

Perseverance Through Rapid Change: EPIC Connections Celebrates 15 Years of Success as a Mainstay in Contact Center Consulting

EPIC Connections

Our first real employee was hired in 2006, and our longest running client engaged us in 2008. The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers.

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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CX FORUMS: 2018 Key Note Speakers

Livepro

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before.

Root Cause Analysis in the Contact Center

Taylor Reach Group

Originally Published in Customer Reach Volume 2 Issue 5 – This article was originally published in 2006, updated in 2011 and again in 2018. By: Colin Taylor. It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Of course, if you are always fighting fires it is difficult to find the time and/or resources to research what is causing the fires in the first place.

Cloud Contact Center Made Simple – Call Routing

airespring

For example, the number of consumers that would rather use automated self-service doubled to 55% between 2006 and 2011, and continues to increase. With all the contact center solutions out there—and all the features available—there is a LOT of terminology and jargon thrown around.

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.

Why you don't get credit for great customer service - and how to make sure you do

NewVoiceMedia

A leisurely company standard like “we strive to answer all emails within 48 hours,” which may have been fine in 2006, shows a misunderstanding of what satisfactory customer service calls for in 2016. “Customer service—now that’s a dying art.” I hear this sentiment often, and my response is, “Uh … I’m not so sure you’re right about that.” I'm just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past.

Should #CX Professionals Care About the Four Moments of Truth?

CX Journey

Third Moment of Truth (TMOT) : Ex-P&Ger Pete Blackshaw introduced this MOT back in 2006 , and he basically refers that powerful inflection point where the product experience catalyzes an emotion, curiosity, passion, or even anger to talk about the brand. What are the Four Moments of Truth?

It's So Hard To Say Goodbye (But It Shouldn't Be)

Contact Center Geek

In 2006, a representative at AOL did nearly the same thing Even after a 2004 settlement accusing the company of not properly canceling customers’ accounts.

Loving Suppliers for Customer Experience Excellence

ClearAction

" Indeed, the financials seal the deal: "the public FoEs (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; that’s more than a 8-to-1 ratio!

Ignorance, Disbelief and Failure – lessons in how NOT to lead from the Orient – Leyton Orient!!

ijgolding

Martin Ling celebrates Orient’s promotion to League 1 in 2006. One year ago I wrote a blog post about leadership.

I didn’t choose CX – it chose me!! Heather Grisedale explains how she became a CCXP

ijgolding

was when I moved into the world of manufacturing in 2006, working for James Walker – they were looking for a Customer Service Facilitator. How do you become a Customer Experience Professional?

They say elephants never forget… but what about customers?

ijgolding

They reported in 2006 in the Proceedings of the National Academy of Sciences USA that elephants, like the other mammals in that exclusive circle, are the only animals known to recognize their reflections in a mirror.

hypebot: Songwriter’s Guild Sounds Alarm Over “Serious Problems” In Music Modernization Act of 2017

Brad Cleveland

[Important comments on the controversial “Music Modernization Act of 2017” which is essentially Take Two of the failed Section 115 Reform Act of 2006. The bill was evidently under negotiation behind closed doors for months but was made public a few days before Christmas. This confirms the long standing rumor that Big Tech is getting control over the mythical and debunked “global rights database.”

Prepare for the Chatbots – an example of Digital Customer Experience Innovation by Elena Lockett

ijgolding

Chatbots aren’t a new creation; they were used in the digital world in 2006 as part of a marketing campaign for the horror flick When a Stranger Calls.