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Teleopti Announces Financial Results for Full Year 2011, the company’s 19th consecutive year with profitable, organic growth


million for the full year 2011; increasing 10.6 % compared to the full year 2010. million reported for 2010. All figures for 2010 are adjusted to compare over the years. Teleopti reported total revenue of EUR 14.4 Earnings before interest and taxes (EBIT) equalled EUR 1.8 million, compared to EUR 0.3 January 1, 2011 Teleopti changed the revenue recognition method regarding annual maintenance and upgrade subscriptions to recognition over the contract period according to IFRS.


eVoice Review and Pricing – eVoice Pricing Review 2018


The company was founded in 2000 and was re-launched in March 2010, when they included virtual number packages designed for individuals, entrepreneurs, startups, and businesses that want their calls answered professional without the cost of additional staff. eVoice is a telecommunications service provider owned by j2 Global, Inc.

eVoice Review and Pricing – eVoice Pricing Review 2018


The company was founded in 2000 and was re-launched in March 2010, when they included virtual number packages designed for individuals, entrepreneurs, startups, and businesses that want their calls answered professional without the cost of additional staff. eVoice is a telecommunications service provider owned by j2 Global, Inc.

A Better Platform to Enhance the Customer Experience

Connect First

Go back a little further and you’ll see further evidence of the incredible uprising of internet technology, with numbers steadily growing from an even million in 2005 to over two million in 2010 — and continuing to rise up into the billions of users connected today.

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities


On its way to becoming an international powerhouse in business processing (BPO) and customer experience outsourcing, Webhelp partnered with NICE inContact back in 2010.

Looking at phone fraud and caller authentication in 2019


More than 175 million medical records from over 2,000 data breaches have occurred since 2010. When it comes to fighting phone fraud, contact center professionals are always looking ahead. They have to. Otherwise, they’re bound to fall behind evolving social engineering scams.

4 Powerful Rules to Create Employee and Customer Word-of-Mouth Programs That Work

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

B2C 361

Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

This was significantly higher than corresponding 2010 results (58% of Americans would spend 9% more). Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery.

Can Social Media Generate Revenue?

Brad Cleveland

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. You bet. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. According to VentureBeat, they handle around 10,000 queries a day.

Is Omnichannel Language Support in your Contact Center Strategy?

Call Center Coach

GLOBO Language Solutions, LLC was incorporated in 2010 and is based in Fort Washington, Pennsylvania. It’s a $40 billion industry and the fourth fastest growing according to Common Sense Advisory. But the language industry is possibly the largest industry sector you have never heard of.

Meet the CallSource Team: An Interview with Kyle Klimusko

CallSource Insights

I was a temp hire in 2010, and then rejoined the company in February 2014. When I was hired at CallSource as a temp in 2010, I was able to spend some time playing with the calculation functions in Excel which taught me those basics I just described.

Car Talk: The Marketing Gift of (Automotive) Gab

Beyond Philosophy

brands, covering 16 product categories, were analyzed during the period from 2007 to 2010. According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations.

Building Loyalty Doesn’t Need a Card

Beyond Philosophy

In a 2010 study by Ipsos Mori , out of a study of over 2,000 British people only 23% of them said their loyalty card influenced their decision to make a purchasing decision. Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

26 October 2010. 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.

How is Your Business Dealing with the Paradox of Choice?

Beyond Philosophy

27 February 2010. < Has it happened to you that you went to the supermarket thinking you’ll be in and out quickly and spend half an hour choosing a wine? Or that you buy a dress, shirt, shoes and only an hour later you already feel sorry about that?

5 Fascinating CX Predictions to Inform Your 2019 CX Strategy


2018 officially kicked-off the race to own CX: 89% per cent of companies now compete on the basis of customer experience compared to 36% in 2010. 2018 has been a pivotal year for customer experience (CX).

EPIC Connections Adds GOLD Certified Implementation Partner Status to Its Portfolio of Contact Center Service Offerings

EPIC Connections

As a NICE inContact partner since 2010, EPIC Connections has continuously evolved its service offerings to meet the needs of NICE inContact clients.

Revisiting Top HIPAA Violations and Safeguarding Tech Against Them

Revation Systems

According to the Ponemon Institute , “criminal attacks in healthcare are up 125 percent since 2010 and are now the leading cause of data breach.”. This post was originally published in April 2016.

Everything You Need to Know About Survey Response Rates


From 2010 to 2015, email opens on mobile grew 30% , leaving desktop and webmail clients in the dust. Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths.

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Beyond Philosophy

In 2010, Southwest Airlines revamped its loyalty program to make rewards more proportional to ticket price; and this has better targeted the most profitable customers as well as enabled the airline to adopt a loyalty behavior metric that is closely tied to actual revenue generation. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Power Of Digital To Firstline Workers

Branch Mesenger

While it may seem so 2010, cloud is still a big topic in retail. From Apple's experiential approach to the biggest news from the big NRF conference, these are the top stories we're reading this week shaping the world of retail and work. ??Put

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

EPIC Connections

In 2010, we marked another milestone with the move to our current office space. In 2009, EPIC responded to our clients’ interest in cloud contact center technology and began partnering with cloud providers in January of 2010.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions


Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands.

Meet the CallSource Team: An Interview With Josh Oosterhof

CallSource Insights

October 2010. Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Josh Oosterhof. Title: Strategic Partner Manager. When did you start working for CS? What position did you start in? Sales Opener. What is your current position?

How Modern Family Shows the Value of Modern IVR


One of the episodes from season 2, titled Unplugged, originally aired in 2010 but its plot is still extremely relevant when it comes to consumer engagement and interactive voice response (IVR). The other day I was nursing a cold and bi nge watching Modern Family re-runs.

Travel 100

Customer Effort 2.0 – The next evolution of effort reduction


We previewed our findings in a 2010 Harvard Business Review article called “ Stop Trying to Delight Your Customers ” (an article in which we debuted the Customer Effort Score) and, in 2013, we published The Effortless Experience, which was our attempt to boil everything we’d learned over the preceding six years into a set of principles and guidance on customer effort reduction for managers and leaders.

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

In his 2010 book, Marketing 3.0: Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books.

Guest Blog: How to Personalize Your Chatbots for Customer Journey Tracking & Provide a Better Experience


In 2010, the boys over at Apple released Siri that astounded the world because for the first time you had a super-commercial chatbot/personal assistant that was so easy to have the mass market adapt to.

Omnichannel Expertise: EPIC Connections and SmartAction Presented with Collaboration Award from NICE inContact

EPIC Connections

A Strategic inContact Partner since 2010 and a Certified Implementation Partner, EPIC is privileged to work with inContact and its network of remarkable partners and people who are working together to build omnichannel solutions and drive positive business outcomes.

How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture 


Entering and winning nationally recognised awards, has been a core part of my customer experience strategic planning since 2010. I first experienced the effect of ‘getting recognition and building authority in 2010’.

Teaching self-reflection: A necessary part of the learning process


It was my semester of student teaching, October of 2010, basement library computer lab at The College of New Jersey, Friday evening after rugby practice. Author: Gerard Dawson, English & Journalism Teacher, Hightstown High School, New Jersey. Teaching students to self-reflect is important.

Reducing Customer Effort – Make it Easy to be Your Customer


First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Are you measuring Customer Effort Score?

Communication — Essential to Creating and Sustaining a Customer-Centric Culture 


The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010. In 2010, two of my amazing colleagues came up with a communication campaign that we ended up calling ‘Feet in the Street’.

Still Struggling with Employee Retention? It’s Time to Get in the Game

Noble Systems

The newest generation in the workforce is Gen Z , those born between 1997 and 2010. Industry stats on employee turnover and the actual cost to businesses are scary.

Columbia Sportswear Takes Customer Service to the Cloud


In 2010, Kristina Coker, Enterprise Mobility & Telecommunications Engineer, created a Request for Proposal (RFP) with a long wish list of ideal characteristics of a new contact center system including: Support for a wider range of communication channels. That was unheard of in 2010.”.

Customer Centric Internal Branding


Kaiser achieved top satisfaction ratings in the 2010 JD Power study which examined seven key factors of customer experience in this industry: coverage and benefits, provider choice, information and communication, claims processing, statements, customer service, and approval process.

Evolution of the support rep: from outsourced to in-office


The birth of mainstream outsourcing: 2000 – 2010. Slowly coming back home: 2010 – 2015. The customer support rep role has travelled the world and back. It’s taken many different forms from outsourced, to remote work, and now it’s back to the office.

The Pros and Cons of Contact Center Outsourcing


I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010. Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

3 Case Studies in Successful Social Media Customer Engagement

Win the Customer

For instance, only 30 percent of its Australian distributors were under 30 in 2010. Social media has become a major tool for marketers. But even though most small businesses use social media, it doesn’t mean they’re using it effectively.