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

teleopti

million for the full year 2011; increasing 10.6 % compared to the full year 2010. January 1, 2011 Teleopti changed the revenue recognition method regarding annual maintenance and upgrade subscriptions to recognition over the contract period according to IFRS. Teleopti reported total revenue of EUR 14.4 million, compared to EUR 0.3

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Adios…

Contact Center Pipeline

On August 20, 2011, guitarist, singer, songwriter, actor and television host Glen Campbell released his sixty-first album entitled Ghost on the Canvas. It was intended to be Campbell’s final studio album following his being diagnosed with Alzheimer’s Disease.

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Act Like an Owner – Revisited!

ShepHyken

I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner.

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Getting Ready for Interactions 2011

Customer Interactions

The bottom line is – 2011 is a good year! I have now been to quite a few of these NICE customer events. And yes, I’ve been on both side of the table. However, this is no time to be nostalgic. Business is good, and the contact center segment in particular is growing.

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True Confessions: The Trials, Tribulations, Agony, Ecstasy and Irony of 20 Years as an Independent Analyst

Contact Center Pipeline

Every November since I began writing this column in Contact Center Pipeline in 2011, I’ve written about veterans and veterans’ issues in the customer service profession. As a veteran myself, and a veterans’ advocate, it was something I wanted to do. But for this November issue, I’m doing something different.

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Wells Fargo: They Should Do This

Beyond Philosophy

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. Now the question becomes what should Wells Fargo do next?

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Guest Blog: Why Convenience is a Key Differentiator in CX

ShepHyken

Similarly, as far back as 2011, RightNow’s 2011 Customer Experience Impact Report found that 55 percent of consumers said that easy access to support and information can make them fall in love with a brand. 74 percent said they will do repeat business with a company if their experience is easy.