ShepHyken

FEBRUARY 18, 2024

Clarke’s 2001: A Space Odyssey, directed by Stanley Kubrick, introduced us to HAL 9000, a computer that communicated like a human … and against its crew. Will AI Take Over Customer Service? by Shep Hyken (Enghouse Interactive) The future is now. Science fiction has become reality. Back in 1968, almost five decades ago, Arthur C.

Customer Service 169

Customer Service Gamification Customer retention Customer Experience 169

Beyond Philosophy

DECEMBER 2, 2021

I still remember back in 2001 when Cadillac used Rock and Roll by Led Zeppelin in their commercial. Consider how firms leverage nostalgia. In some cases, the nostalgia creates a halo effect. For example, car commercials use songs that appeal to their target customers.

Entertainment 221

Entertainment Construction Consulting Consulting 221

Beyond Philosophy

JUNE 1, 2023

When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere.

Accountability 195

Accountability Call Center Education Consulting 195

Inbenta

JUNE 16, 2020

Ilem was founded in 2001 and specializes in digital and managed services to help enterprises digitalize their business. They are headquartered in Switzerland, and also have offices in France and Morocco. Collaboration Success Story: CERN.

Chatbots 95

Chatbots Enterprise Technology Management 95

Beyond Philosophy

JANUARY 27, 2022

Reichheld also wrote that according to Bain’s 2001 Survey of Management Tools, one in every five users reports that CRM initiatives not only fail to deliver profitable growth but damage long-term customer relationships.

CRM 195

CRM Consulting Consulting Quality management 195

Avoxi

SEPTEMBER 28, 2018

Since 2001, AVOXI has helped businesses find the best toll free number pricing around the world. This 800 number price guide was originally posted in May 2017.

72

72

TechSee

JANUARY 25, 2023

link] Scott VerBracken, VP Automotive Services Scott began his career with AAA ACG (The Auto Club Group) in 2001. His teams completed millions of in-home appointments each year for DISH TV, installing smart home, home theater, and home appliance products for many national brands.

Automotive 41

Automotive Management Enterprise B2B 41

Momentum Telecom

JUNE 30, 2021

We’ve been serving customers since 2001. We go through a unique, detailed discovery process. We determine the right solution, often uncovering things no other service provider asks about. Why Choose Momentum? We have a 20-year track record of helping our clients and partners succeed.

Marketing 98

Marketing Sales Management Technology 98

ijgolding

JUNE 22, 2015

I was invited to speak by an ex colleague who I had not seen since 2001!!! In 2001, John launched Appliances Online, the group’s first website selling white goods. I had the pleasure of delivering a keynote speech at an event for a financial services company on Thursday. It was all made possible due to the power of social media.

Personalization 83

Personalization Feedback Customer Service Customer Experience 83

Spearline

MARCH 24, 2022

862, PESQ arrived in 2001. It may be due to the utility nature of a person-to-person phone call, but with the advent of multi-party conferencing and collaboration, audio quality has become much more critical. Perceptual Evaluation of Speech Quality, PESQ, provides a more objective, scientific approach. Otherwise known as ITU-T P.862,

Telecommunications 97

Telecommunications voip Government Quality management 97

Jon Arnold

MAY 6, 2021

You might be surprised to know that Five9 started in 2001, so this isn’t exactly a startup with wheels or a unicorn with hardly any revenues. So much more to talk about, and before I close off with some screenshots that can be shared, the intangibles of leadership have a lot to do with their success.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

Nuance

DECEMBER 26, 2019

We’ve seen it become sentient in 2001: A Space Odyssey, enslave mankind in The Matrix, and take over the world in The Terminator. Cinema hasn’t given AI the best image over the years. It’s no surprise that people worry about AI taking over our jobs.

Enterprise 59

Enterprise Chatbots Contact Center 59

Toister Performance Solutions

JULY 14, 2022

For example, Enron was an energy company that made headlines in 2001 for massive accounting fraud. They help define the service culture and guide employees when they’re faced with a tough decision. There's one really big caveat: proclaiming a certain value does not make it true.

Accountability 107

Accountability Marketing Customer Service 107

Maru Group

FEBRUARY 7, 2022

The distrust stems from the 2001 Corralito policies in Argentina restricting people’s ability to withdraw cash from their accounts. The desire to leverage BNPL solutions helps offset significant inflation as high as 50% in Argentina, low living wages, and a general distrust of banks.

Personalization 89

Personalization Banking Marketing Sales 89

CSM Magazine

JUNE 30, 2021

Founded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006. AI chatbot handles peaks and supports business growth.

Chatbots 105

Chatbots Self service Interactive Voice Response Accountability 105

Nuance

DECEMBER 26, 2019

We’ve seen it become sentient in 2001: A Space Odyssey, enslave mankind in The Matrix, and take over the world in The Terminator. Cinema hasn’t given AI the best image over the years. It’s no surprise that people worry about AI taking over our jobs. But in reality, there are a lot of human capabilities [.]

Enterprise 52

Enterprise Chatbots Contact Center 52

City Communications

MARCH 4, 2024

City Communications has been doing this and more since 2001. Compliance and Security : CIOs require telecom agents to recommend solutions that comply with regulatory requirements and prioritize data security to protect sensitive information.

Technology 52

Technology Customer Support 52

Callminer

FEBRUARY 21, 2018

His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001. @TerminixTriad. Burn Blackwell is the President & CEO of Terminix Triad. He is a proud 4 th -generation owner and operator of the Blackwell family in Terminix Triad.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

aircall

JANUARY 16, 2018

Fortunately, we’ve moved beyond the reliability of “2001 Skype,” and these anxieties have been firmly debunked. Landlines are also thought to be reliable — they’ve been around for decades, and companies don’t want to worry about adjusting to online communication platforms. In fact, life is easy “in the cloud.”

Interactive Voice Response 91

Interactive Voice Response voip CRM Morale 91

CSM Magazine

FEBRUARY 6, 2022

Since the turn of the millennium that has become commonplace, with every year except 2001, 2003, 2004, 2009, and 2020 resulting in two winners for the Hall of Fame position. He joins 59 other respected names like David “Chip” Reese (1991), Stu “The Kid” Ungar (2001), and GGPoker pro Daniel Negreanu (2014).

Entertainment 52

Entertainment 52

TechSee

DECEMBER 5, 2017

Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services. Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks. Enchant is full of well thought out features, saving us time and stress.

Contact Center 116

Contact Center Technology Self service Call Center 116

Amity

MARCH 29, 2016

2001) Antecedents of commitment and trust in customer–supplier relationships in high technology markets. Marketing Science, Volume 17, No. 2 Chang, L., et al (2010) Seeing is believing: trustworthiness as a dynamic belief. Cognitive Psychology 61 pp. 87–105. 3 Ruyter, K., Moorman, L., and Lemmink, J.

Marketing 67

Marketing Technology Accountability Sales 67

City Communications

MAY 18, 2020

Since 2001, we have been in the business of helping organizations with their technology needs. Most of our new customers come from referrals from customers, word-of-mouth, or referrals from our Independent Business Partners (IBPs).

Technology 52

Technology Contact Center 52

Aspect

NOVEMBER 1, 2018

Millennials were born between 1976 and 2001. They are very different from their doting baby boomer parents. Millennials are tech savvy, skilled at multitasking, great at working in teams, and eager to please. They are also accustomed to being pampered both at home and at school. Dan Schawbel, author of Me 2.0

Contact Center 62

Contact Center Contact center software Interactive Voice Response Chatbots 62

Chad Schaeffer

SEPTEMBER 12, 2014

It was May 2001 and I was just kicking off my first contact center software implementation as a project manager. Similar to email in 2001, Facebook and Twitter were taking off and consumers were growing tired of the unfriendly phone systems that made it impossible to speak with an actual person.

Airlines 48

Airlines Customer Service Banking Contact center software 48

JustCall

AUGUST 12, 2022

10-digit dialing became obligatory on January 10, 2001. On February 10, 2001, the first 980 digits were assigned. On May 1, 2000, the 980 area entered operation. On that day, a phase of permissive dialing started, allowing both seven and ten-digit calls.

Automotive 52

Automotive Banking voip Accountability 52

PeopleMetrics

FEBRUARY 13, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Collecting feedback continuously on the customer experience will give you the information you need to know which touch points are working and which ones need change. Listen to your customers!

Airlines 66

Airlines Customer effort Accountability Consulting 66

ChurnZero

OCTOBER 13, 2023

In 2001, author and consultant Patricia Seybold could see that technology was having a profound impact on business economics. The customer, she wrote in her book “ The Customer Revolution ,” was in charge. Businesses had to become more customer-centric.

Chief Customer Officer 52

Chief Customer Officer Benchmark SaaS Customer centricity 52

CSM Magazine

AUGUST 3, 2021

Steijaert began his McDonald’s career as a field service consultant in 2001. I am thrilled to lead this new team as we work to create more and better ways to connect with our customers at every touchpoint, transforming the definition of customer interaction.”. There he managed restaurant innovation efforts.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Analytics 52

Natalie Petouhof

SEPTEMBER 8, 2015

Guess I will just keep talking about it till the whole world “gets” it. DrNatalie, VP and Principal Analyst, Constellation Research. (1) 1) Rubinstein, Joshua S.; Meyer, David E.; Evans, Jeffrey E. Executive Control of Cognitive Processes in Task Switching. 2) [link].

CRM 58

CRM Analytics Sales Accountability 58

Robert Davis

AUGUST 2, 2018

More importantly, the “real” unemployment rate (U6) continues to drop and is now 7.6%, the lowest since 2001 ( [link] ). In May 2018, the unemployment rate (U3) hit 3.8% before ticking up to 4.0% in June because more people are entering the job market ( [link] ). Employers have two choices: Work smarter to keep their current employees.

Contact Center 48

Contact Center Marketing Coaching Consulting 48

CSM Magazine

MARCH 20, 2024

Ralf Ellspermann, CSO of the advisory firm, and a multi-awarded BPO executive, has been a cornerstone of the Philippine outsourcing landscape since its early days in 2001.

outsourcing 52

outsourcing Customer Support Customer Experience Business Process Outsourcing 52

Jon Arnold

JANUARY 3, 2018

I wanted to start off 2018 with my extended thoughts about BroadSoft , a company that has continuously stayed on the forefront of innovation in our space from my earliest days as an analyst in 2001.

Customer centricity 40

Customer centricity Marketing Technology 40

AWS Machine Learning

OCTOBER 6, 2023

Next, we recommend “The Lord of the Rings: The Fellowship of the Ring” (2001), an epic adventure that combines breathtaking visuals, memorable characters, and a richly detailed world. With its gripping storyline, outstanding performances, and timeless themes, this movie is a must-see for anyone who loves a well-crafted drama.

Personalization 139

Personalization Engineering Construction Transportation 139

Help Scout

JUNE 24, 2021

Kayako originally set out in 2001 to make a more usable help desk. Finally, they even have some AI options you can take advantage of for self-service, though that feature is also limited to the highest-tier plan. Price : Starting at $20 per agent per month. Since then, they’ve continued to add to their product.

SaaS 85

SaaS Self service CRM Analytics 85

Outsource Consultants

FEBRUARY 1, 2025

According to NASSCOM, the sector grew from a modest $1 billion in revenue in 2001 to over $30 billion by 2020. . — CX Partner, Outsource Consultants The Rise of India’s BPO Industry The early 2000s saw exponential growth in India’s call center industry.

outsourcing 67

outsourcing Business Process Outsourcing Call Center Average Handle Time 67

City Communications

FEBRUARY 6, 2019

City Communications is a leading boutique telecommunications management firm that works with clients nationwide on a wide range of voice and data projects, selling and managing solutions from over 100 providers.

Contact Center 40

Contact Center Telecommunications contact center solutions Consulting 40