TeamSupport

JANUARY 20, 2021

Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. The practice of capturing customer feedback is widespread yet only 57% of companies report having formal procedures to act on reported dissatisfaction.

Customer Support 81

Customer Support B2B Technical Support Accountability 81

Hodusoft

MARCH 18, 2025

If you are already logged into your social media account, click on the search bar, and type the name of one or multiple e-commerce companies you can think of. Founded in 2004, it’s relatively older than other social media platforms and is best for targeting older demographics. How many can you find? Facebook With 3.07

Contact Center 52

Contact Center Contact center software Advertising Best practices 52

AWS Machine Learning

JUNE 13, 2023

Founded in 2004, BrainPad Inc. In addition, the connector is loaded through a restricted account, allowing for a security-conscious implementation. This feature can be implemented with no code, which was very helpful in getting feedback during the test deployment.

Chatbots 104

Chatbots Engineering Enterprise APIs 104

Customer Relationship Metrics

JULY 26, 2017

Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. She states that if you believe people need to be held accountable, what is YOUR underlying belief? Why is that? Ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Toister Performance Solutions

DECEMBER 4, 2018

A 2004 study by Booz Allen and the Aspen Institute found that 90 percent of corporate values statements listed ethics or integrity. Even Enron, the company made famous for a massive accounting scandal that sent executives to prison, listed integrity among its core values in the company's 2000 annual report.

Employee engagement 67

Employee engagement Surveys Accountability Feedback 67

Contact Center Geek

AUGUST 7, 2014

Customer retention is vital and getting customer feedback can give great insight into the future success of our business, but we need to allow customers to leave us. Are we capturing specific feedback about our customers’ reasons for cancelling? In late 2004 I visited the AOL call center in Ogden, Utah. Comcast is not the first.

Government 48

Government Average Handle Time Call Center Metrics 48

Amity

SEPTEMBER 7, 2016

I got started in this industry back in 2004, shortly after I graduated from college. I alluded to how things were 7 years ago: 4 CSMs looking over 250 accounts. An individual CSM could be managing anywhere from 80-175 accounts, depending on the particular set of customers they are aligned with.

Upselling 0

Upselling Metrics Accountability Customer retention 0