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Black Friday Shopping Brings Out The Worst In Us

Steve DiGioia

These reports are now overshadowed by the lunacy of shoppers from all corners of our great land detailing the fights, scuffles, arguments and mayhem our once-respectful shopping public now partake in.

Sales 223
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Always Active, Mary Susan Costa Assembles Our On-demand Workforce

Working Solutions

I was brought in to provide overflow relief to Kristin Skiko (vice president of Talent Management) in adding agents,” Mary Susan said. When Mary Susan became a full-fledged employee in 2006, the company’s name […].

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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.

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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

skills? – Relationship with one’s manager – Does the employee value relationship(s) with. manager(s), and is there trust and credibility between the levels? Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement.

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Helping AI Help Agents: A Better Way to Use AI Applications in the Contact Center

Upstream Works

It was 2006 and it was way ahead of its time – providing omnichannel agent desktop capabilities long before the concept of “omnichannel” was formed. To provide reporting to management so that agents could be better trained and given the information and tools they needed to do their jobs more easily.

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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

These included getting C-level executive, customer-facing employee, and middle manager buy-in. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ The author had several suggestions for building customer-centricity. My paradigm example is, or was, MBNA America. when making decisions.

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A History of Customer Support Technology

TeamSupport

Companies started using customer relationship management (CRM) software to manage customer information and interactions. was initially designed as a contact management tool, but evolved to include more CRM functionalities over the years. One of the early pioneers in CRM software was ACT!, which launched in 1987.