Beyond Philosophy

OCTOBER 1, 2015

When an experience is complex, people gravitate toward the high-cost channels, i.e., the call center. Looking at data since 2009, the portfolio including the simplest brands outperformed the major indexes by 170%. It’s more expensive to be complex. Customers value simplicity enough to pay more for it.

Customer Experience 408

Customer Experience Morale Advertising Consulting 408

Contact Center Pipeline

DECEMBER 28, 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

CX Global Media

NOVEMBER 19, 2018

The quality of leadership is one of the most important predictors of an organization’s future success (Peterson, Walumbwa, Byron and Myrowitz 2009). Even if you are a small contact center. FREE Training – How to Build a Contact Center Dream Team. FREE Training – How Do Your Call Center Supervisors Measure Up?

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Toister Performance Solutions

DECEMBER 10, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Subscribe to this Blog. You've ruined Christmas!" Getting yelled at is hard enough. Frankly, it's exhausting.

Advertising 67

Advertising Airlines Morale Self service 67

Noble Systems

MAY 11, 2021

In this blog, we’ll look at how speech recognition has evolved since it was first introduced. Google Voice Search launched in 2009. Blog: The Evolving Capabilities of Conversation Analytics. Over the last ten years, call center speech analysis has been catapulted into a future we did not expect.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Top Contact Center Trends 2021. A Short History of Call Center Technology.

Call Center 96

Call Center Technology Interactive Voice Response Contact Center 96

Talkdesk

NOVEMBER 7, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. Vivino has been at the center of the movement to digitalize the wine industry since it was founded in 2009, taking the wine-buying experience mobile with an app that allows for image recognition, community reviews and intelligent behavior monitoring.

Contact Center 40

Contact Center Analytics Customer Support Personalization 40