article thumbnail

Tips for Mitigating the Impact of Pandemics on Contact Centers

DMG Consulting

And after the last disease scare in 2009 (the H1N1 influenza), some companies extended their DR/BC plans to be prepared for the impact of a pandemic. This is a standard best practice for any DR/BC plan, as it doubles the chances that your customers (or patients) will be able to reach you. Invest in two carriers, if possible.

article thumbnail

Marketing Operations Defined for Wikipedia, Part I

ClearAction

The MO function enables the marketing organization to shift from being viewed as a cost center and to operate more like a business, with formalized best practices, processes, infrastructure, and reporting. By 2009, other marketing studies began to incorporate questions about MO.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Customer Experience Articles

ClearAction

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 1 2009 Customer Experience Maturity Monitor, Peppers & Rogers Group. 2 2009 Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand, Aberdeen Group.

article thumbnail

A Brief History of Speech Recognition and How It Benefits Businesses

Noble Systems

Google Voice Search launched in 2009. By spotting trends, speech analytics and ASR can identify best practices that can be shared with all agents. The personal computer propelled speech recognition in the 1990s, which is when BellSouth introduced its voice portal, VAL. It included 230 billion words. Capture Sentiment.

article thumbnail

Live Chat for Higher Education – The Ultimate 101 Guide

Comm100

With so many options available, we’ve selected five of the best university live chat solutions on the market: 1. LiveChat rates among the best live chat for higher education in customer support and ease of use but has reported technical glitches that can create delays for agent response. There’s a lot more where this came from!

article thumbnail

Online brand reputation monitoring with customer care

TMP Direct

In mid-November 2009, there were an average of 27.3 Today, the savviest marketers are not only monitoring the conversations, they’re participating in the conversations — and they’re participating using the best practices of customer service. 175 million people update their Facebook status each day (per Facebook.com, Jan 2010).

article thumbnail

The Power (and problem) of Profanity

Horizon CX

What this indicates to me is that there are some challenging times ahead for what we might consider best practices within customer service. The Association of Psychological Science’s Perspectives on Psychological Science published an article by Timothy Jay back in 2009 that helps answer that question.