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

Callminer

FEBRUARY 21, 2018

She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001. Burns has a passion for helping customers and is born and raised in Greensboro, NC. “The

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

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. Proud of its reputation for exceptional 24 x7 customer service, the company wanted to scale its support for players while managing any peaks in demand.

Chatbots 105

Chatbots Self service Interactive Voice Response Accountability 105

TechSee

DECEMBER 5, 2017

To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point. 1. Casengo is a cloud-based customer support software platform that enables companies to provide customer service through social networks, email or chat.

Contact Center 116

Contact Center Technology Self service Call Center 116

Comm100

JULY 12, 2018

Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. Of course, there’s also the equally frightening vision of Hal from 2001: A Space Odyssey.

Customer Service 56

Customer Service Entertainment Best practices CRM 56

Toister Performance Solutions

JULY 14, 2022

They help define the service culture and guide employees when they’re faced with a tough decision. For example, Enron was an energy company that made headlines in 2001 for massive accounting fraud. Get a guide to 10 amazingly effective customer service techniques. The real test is watching what people actually do.

Accountability 107

Accountability Marketing Customer Service 107

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Share this page on: Tweet.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Kayako

AUGUST 18, 2016

Before you begin searching for the perfect candidates for an open position in customer service, it helps to do some reflection. A good customer service job description—one that will get you qualified matches—accomplishes the following: Describes what the job entails. Where to start with a job description.

Customer Service 54

Customer Service Best practices Education Customer Support 54

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The expertise residing within Cynergy BPO’s leadership is unparalleled.

outsourcing 52

outsourcing Customer Support Customer Experience Business Process Outsourcing 52

Help Scout

JUNE 24, 2021

However, there is one time-tested solution for standing out: offering top-notch customer service. But providing world-class customer support is no small task, especially if you don’t have the right tools. When you create a strong customer experience, you better retain customers and grow your bottom line.

SaaS 85

SaaS Self service CRM Analytics 85

CSM Magazine

AUGUST 3, 2021

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.”. Steijaert began his McDonald’s career as a field service consultant in 2001. There he managed restaurant innovation efforts.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Analytics 52

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. Whether you’re looking for AI-driven customer service solutions or high-touch support, we ensure your outsourcing strategy aligns with business objectivesnot just cost-cutting goals.

outsourcing 67

outsourcing Business Process Outsourcing Call Center Average Handle Time 67

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

Comm100

JUNE 5, 2018

From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly.

Contact Center 68

Contact Center Chatbots Call Center Self service 68

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

COPC

JUNE 28, 2016

employees about their own positive customer experience. I have been buying shoes from Zappos.com since 2001. While everyone talks about excellent customer service, Zappos.com is a leader in putting the theory into practice. The customer experience has never been more important than today.

Accountability 46

Accountability Customer Experience Personalization Customer Service 46

Natalie Petouhof

AUGUST 15, 2022

My path to a CX career started in 2001 at Peppers & Rogers Group. Their first book The One-to-One-Future (1993) described the approach of businesses nurturing relationships with each customer by collaborating with them and differentiating them. Original Article by Mila D’Antonio.

Customer Experience 52

Customer Experience Average Handle Time Coaching Enterprise 52

Toister Performance Solutions

JANUARY 9, 2018

Customer service professionals in particular are guilty of running multiple software programs simultaneously for both personal and business. Inboxes I can still remember reading David Allen's time management book, Getting Things Done , way back in 2001. And if you really need someone's attention, there's other ways to do it.

Advertising 27

Advertising Personalization Contact Center Surveys 27

Robert C. Davis and Associates

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 40

Contact Center Marketing Coaching Consulting 40

JustCall

AUGUST 29, 2022

Rochester and its suburbs received the new area code 585 in 2001. With just one call, you will be able to talk to our customer service experts and clear any doubts you have and get started with the best plans for you. It was bounded by area code 416 (now 905) in Ontario until 1993 at the Niagara River.

voip 52

voip Finance Accountability Sales 52

Dialer 360

MARCH 20, 2020

With over 30,000 graduates from more than 4,000 contact centers, The Call Center School has been dedicated to the personal development of contact center individuals since 2001. CSM is the leading online magazine and community for customer service managers and professionals. 7 Customer Service Manager. 4 Dialer360.

Call Center 35

Call Center Contact Center voip Consulting 35

Customer Guru

MARCH 7, 2018

Could you tell us a bit about your personal story that led to you building a career in Customer Experience? I completed my engineering in 2001, majoring in Electronics. So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Amity

NOVEMBER 25, 2014

And like the pioneers in marketing, there is a lot we can learn by revisiting how the pioneers in Customer Success, like Paul Teshima, realized why helping customers succeed was integral to SaaS success and in doing so, shaped this discipline. Amity: You were a pioneer in the Customer Success – how did you break ground?

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

Xaqt

JUNE 1, 2020

With Artificial Intelligence (AI) now at the forefront of executives’ minds as they look for ways to reduce operating expenses while retaining and acquiring new customers , we believe that Contact Center and Business Process Outsources (BPOs) are uniquely positioned to lead this transition.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

JivoChat

JUNE 20, 2021

CRM & Customer Service. Mailchimp launched in 2001, and since then, it has earned a reputation as one of the leading email marketing platforms. Regardless of your industry or your company size, customer service will always be a top priority. App categories include: Accounting & Tax. Payments & Security.

Sales 52

Sales Accountability Advertising B2B 52

SmartKarrot

JANUARY 18, 2022

The services provided by Zoho include Zoho CRM, inventory management, mobile application development, project time tracking, collaborative client portal, and more. Zoho is committed to offering outstanding customer service. Instead of marketing, Zoho invests in R&D and customer service.

SaaS 11

SaaS Finance CRM Analytics 11

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC).

Customer Service 117

Customer Service Consulting Consulting Analytics 117

SmartAction

DECEMBER 15, 2021

The early 2000s recession affected the US from March 2001 to November 2001 and led to a decline in participation in the workforce. A live agent deals with anything handled outside of self-service. Those customer service reps have an assistant within the virtual agent. In January of 2000, 67.3%

Contact Center 79

Contact Center Virtual Agent Agent burnout Self service 79

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Connect The Dots.

Surveys 83

Surveys Feedback Consulting Consulting 83

PeopleMetrics

JANUARY 28, 2021

I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. Madeline: Alright, so Sean - you have been here from the very very beginning in 2001.

Feedback 62

Feedback Surveys Customer Experience Analytics 62