INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
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. MORE
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. MORE
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. MORE
…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. MORE
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. MORE
Martin Ling celebrates Orient’s promotion to League 1 in 2006. One year ago I wrote a blog post about leadership. MORE
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. MORE
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. MORE
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. MORE
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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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. MORE
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. MORE
[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.” MORE
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. MORE
72 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? MORE
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. MORE
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. MORE
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. MORE
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‘? MORE
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. MORE
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% MORE
" 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! MORE
2006 Related Topics 
teleopti
OCTOBER 9, 2018
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
OCTOBER 9, 2018
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.
Steve DiGioia
NOVEMBER 27, 2017
…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.
Beyond Philosophy
MARCH 19, 2015
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%
Beyond Philosophy
JANUARY 16, 2018
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.
Robert Davis
JULY 16, 2018
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.
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Beyond Philosophy
DECEMBER 20, 2017
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.
Branch Mesenger
NOVEMBER 28, 2018
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.
Call Center Coach
JUNE 15, 2017
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.
Enghouse Interactive
NOVEMBER 1, 2018
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.
Sykes
MARCH 7, 2018
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.
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Beyond Philosophy
NOVEMBER 10, 2014
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.
Beyond Philosophy
JULY 12, 2016
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‘?
Beyond Philosophy
JUNE 4, 2015
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.
ClearAction
JANUARY 10, 2018
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.
Altivon
SEPTEMBER 28, 2017
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.
ClearAction
JANUARY 10, 2018
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.
Momentum Telecom
MAY 31, 2017
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.
ShepHyken
JULY 28, 2017
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.
Callminer
FEBRUARY 21, 2018
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.
inContact
DECEMBER 20, 2018
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.
NewVoiceMedia
AUGUST 7, 2017
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.
Robert C. Davis and Associates
JULY 16, 2018
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.
EPIC Connections
MARCH 27, 2018
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.
Bill Quiseng
MAY 8, 2017
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.
Livepro
JULY 17, 2018
livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before.
Taylor Reach Group
APRIL 9, 2018
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.
airespring
FEBRUARY 25, 2016
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.
ijgolding
JUNE 16, 2015
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.
NewVoiceMedia
OCTOBER 2, 2017
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.
CX Journey
MARCH 15, 2016
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?
Contact Center Geek
AUGUST 7, 2014
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.
ClearAction
FEBRUARY 14, 2015
" 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!
ijgolding
APRIL 29, 2015
Martin Ling celebrates Orient’s promotion to League 1 in 2006. One year ago I wrote a blog post about leadership.
ijgolding
FEBRUARY 4, 2016
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?
ijgolding
FEBRUARY 9, 2016
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.
Brad Cleveland
JANUARY 2, 2018
[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.”
ijgolding
SEPTEMBER 15, 2016
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.
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