ShepHyken

JULY 11, 2022

In the last six months alone, one in ten workers said they had quit their jobs, resulting in the highest UK quit rate since 2009. (TechNative) Businesses are still very much battling retention issues, as talent continues to move between companies at pace.

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

ShepHyken

SEPTEMBER 29, 2023

In their 2009 meta-analysis presented by Gallup, Harter et al. These interactions almost always translate into improved customer experiences, fostering loyalty and advocacy. Customers can sense when an employee (or company) is genuinely invested in their needs, leading to stronger relationships and higher customer satisfaction rates.

Employee engagement 356

Employee engagement Morale Customer Experience Feedback 356

Contact Center Pipeline

DECEMBER 14, 2017

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.

Customer Service 178

Customer Service Customer Care Contact Center Call Center 178

AWS Machine Learning

DECEMBER 12, 2024

The following screenshot is a list of the top 10 Billionaires from 2009. We enter How many of the top 10 billionaires in 2009 were from countries outside the United States? Amazon Q Business supplies the answer, as shown in the following screenshot. Amazon Q Business provides an answer, as shown in the following screenshot.

Enterprise 99

Enterprise Chatbots Accountability Marketing 99

ShepHyken

JULY 13, 2021

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. ” About: Jason Ten-Pow is the CEO and President of ONR the CX consulting firm he founded in 2009. Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge.

Consulting 174

Consulting Consulting Marketing Customer Service 174

Beyond Philosophy

SEPTEMBER 13, 2016

For instance, a 2009 social media use study by MarketingSherpa found that, among customers, learning about special offers and sales was a prime motivator for consumers to connect with companies through social media. Flexibility, and maintaining an approach that responds to changing stakeholder dynamics, is key.

B2C 341

B2C B2B Wireless Customer centricity 341

ShepHyken

FEBRUARY 8, 2021

Fast Company) As we witnessed in the 2009 downturn, if companies react quickly and organize themselves well, there are many opportunities to be gained from this crisis. Next generation is the new generation in customer experience by Carlos Lopez-Abadia.

Customer Service 254

Customer Service B2B Chatbots Self service 254

Beyond Philosophy

MAY 5, 2016

This buyback agreement, described by Reuters as a framework deal, includes the Jetta Sedan, the Golf compact and the Audi A3 models sold since 2009. Volkswagen AG will buy back almost half a million cars from consumers that bought their 2.0-liter liter diesel cars sold in the U.S. They will not be buying back the Audi and Porsche SUV models.

Consulting 262

Consulting Consulting Customer Experience Sales 262

Contact Center Pipeline

DECEMBER 7, 2017

World,” June 2009). Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 There have been huge leaps forward in awareness, mindset and technology, despite some lingering challenges that businesses as yet have failed to address […].

Customer Service 247

Customer Service Technology Customer Care Contact Center 247

ShepHyken

JULY 31, 2018

Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. “If all you focus on is reducing labor costs and network expenses, then you probably won’t have a high NPS or customer satisfaction.” – Scott Walker. About : Scott Walker is the CEO of ethosIQ.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

ShepHyken

JULY 31, 2018

Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. “If all you focus on is reducing labor costs and network expenses, then you probably won’t have a high NPS or customer satisfaction.” – Scott Walker. About : Scott Walker is the CEO of ethosIQ.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

ShepHyken

MAY 26, 2017

seconds in 2009! As much as success is about dreaming big, the path towards it is all about setting precise targets to hit or even surpass. Usain Bolt bettered his own 200 meters world record of 19.30 seconds in 2008 with a mind boggling 19.19

Metrics 236

Metrics Customer effort Customer Experience Surveys 236

Beyond Philosophy

JULY 16, 2019

New York: Penguin Books, 2009. 9 July 2019. < < [link] > Thaler, Richard H., and Cass R Sunstein. Nudge: Improving Decisions About Health, Wealth, and Happiness. and expanded ed. The post The Surprising Effect of Choice Architecture on Your CX appeared first on.

Journey mapping 316

Journey mapping Consulting Consulting Banking 316

ShepHyken

OCTOBER 5, 2018

A study from 2009 in the journal Psychology & Marketing revealed that when people cannot easily determine which option is preferable, they are more likely to leave a store empty-handed. A few, clear choices is better for businesses than a huge range of undifferentiated options.

industry standards 222

industry standards Personalization Engineering Consulting 222

Toister Performance Solutions

MARCH 25, 2021

Business looked bleak for Domino's in early 2009. In April 2009, a video of two franchise employees defiling customer orders went viral. In a 2009 consumer survey conducted by research firm Brand Keys, the company tied Chuck E. In late 2009, the company offered a mea culpa in a new advertising campaign.

Customer Experience 118

Customer Experience Advertising Feedback Surveys 118

Contact Center Pipeline

FEBRUARY 2, 2021

Frank joined Contact Center Pipeline in 2009 and brought with him a big […]. Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Those of us who have been fortunate enough to know and work with Frank have lost a true friend and an inspiring human being.

Contact Center 113

Contact Center Call Center Customer Experience 113

CX Global Media

NOVEMBER 19, 2018

The quality of leadership is one of the most important predictors of an organization’s future success (Peterson, Walumbwa, Byron and Myrowitz 2009). For organizations to go beyond surviving to thriving in turbulent times requires strength and depth in effective leadership.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Call Design

FEBRUARY 19, 2025

Additionally, workforce planning platforms provide objective, location-independent visibility into time worked, reducing the risk of wage theft and ensuring fair pay in line with labour laws such as the Fair Work Act 2009 and other wage protection regulations.

Real estate 78

Real estate Gamification Transportation Employee engagement 78

ShepHyken

JUNE 13, 2022

In 2009 only 18% of the value of the top 100 brands was in subscriptions. (CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. In fact, the subscription-based business model has been around since the 1770s. This grew to 29% by 2018.

Customer Service 174

Customer Service Government Customer Experience Sales 174

Beyond Philosophy

JULY 19, 2018

Thaler and Sunstein, 2008, 2009). And … these behavioral tendencies toward doing nothing will be reinforced if the default option comes with some implicit or explicit suggestion that it represents the normal or even the recommended course of action.”

Customer centricity 498

Customer centricity Government Consulting Consulting 498

Alorica

MARCH 18, 2019

On March 17, 2009, we were taking our first calls in Guatemala! Joining the Alorica family in February 2009, he still remembers that day like it. Do you remember what you were doing 10 years ago? Well WE do!

Management 87

Management 87

Contact Center Pipeline

MARCH 12, 2015

March 2009… that was our first issue of Contact Center Pipeline. It’s been six years since we launched our publication. I looked back to see what I wrote six years ago, and it looked pretty dismal… stuff like foreclosures, budget deficits, job layoffs, shrinking 401k plans…not very happy news. I discussed how all that affected […].

Contact Center 100

Contact Center 100

Contact Center Pipeline

DECEMBER 28, 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments.

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

ShepHyken

MAY 1, 2023

According to the research, since 2009, a stock portfolio of the publicly traded brands in Siegel+Gale’s research outperformed every major index with a return of 1,841%. My Comment: Convenience is one of my favorite topics – so much so I wrote a book about it ( The Convenience Revolution ). How big is simplicity?

Customer Service 34

Customer Service Customer retention Education Surveys 34

Interactions

JANUARY 21, 2025

power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central. On average, the U.S. suffers more than 20 severe weather events per year that cause losses over $1 billion each, the National Oceanic and Atmospheric Administration (NOAA) reports.

Interactive Voice Response 62

Interactive Voice Response Chatbots Virtual Agent Government 62

ShepHyken

AUGUST 6, 2023

remains unchanged since 2009 while inflation reached 6.2% BONUS State Of Tipping Culture In America – Survey Report by Malia McCabe (DealAid) In America, minimum federal hourly cash wage for tipped employees is $2.13 as of 2023 and minimum federal wage of $7.25 in 2022 and 5.4%

Customer Service 156

Customer Service B2C Customer retention Government 156

Amity

NOVEMBER 9, 2016

As early as 2009 , the number one request from customers was “better human service”, which they placed above the integration of different channels and enriched content. In 2016, 60% of Customer Success Organizations have been around for 2 years, or less. source ).

Customer retention 107

Customer retention B2B Customer centricity Accountability 107

AWS Machine Learning

DECEMBER 12, 2023

The project was awarded 2009 National medal of Technology and Innovation. He was a recipient of the NSF Faculty Early Career Development Award in 2009. Mamidala contributed towards the BlueGene class of computers which often led the Top500 ranking of the most powerful and power-efficient supercomputers. He founded StylingAI Inc.,

Scripts 124

Scripts Engineering Big data Management 124

Fonolo

MAY 16, 2019

The mega-brand hit $1 billion in annual sales in 2008 and was sold to Amazon for $940 million in 2009. Zappos is a great example of a company that has built a brand with world-class customer service. There is no big secret here.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

Totango

APRIL 7, 2021

In 2009, Apple debuted its “There’s an app for that” commercials – and started a worldwide phenomenon. This article explores Totango’s workflow integrations including Segment and Zapier, but these are just a few of the ways you can automate and streamline your workflows with Totango.

APIs 118

APIs Enterprise Analytics Technology 118

Kapta Customer Success

JULY 25, 2022

What goes up inevitably comes down and so it goes with the economy as well. As Forbes put it, “Recessions are considered an unavoidable part of the business cycle—or the regular cadence of expansion and contraction that occurs in a nation’s economy.”

Accountability 52

Accountability Management 52

Spearline

APRIL 10, 2022

Until 2009, contact centers and other organizations had to rely on relatives abroad or holidaymakers to call their overseas numbers to make sure they were working and that the line was of sufficient quality to hold a conversation.

Contact Center 98

Contact Center Telecommunications SaaS Self service 98

Cisco - Contact Center

APRIL 22, 2024

When we introduced our first compute platform in 2009 with Cisco UCS B-Series Blade Servers , there was a fair amount of snickering from industry watchers and established server vendors. Most didn’t e… Read more on Cisco Blogs

67

67

Transparent BPO

DECEMBER 11, 2019

Impressed by what we found, we opened Transparent BPO’s first offshore site in Belize City in late 2009. We also felt by locating there we could offer high-quality services nearshore but at a lower cost than onshore. I moved to Belize to start the business and do the initial onboarding and training.

outsourcing 109

outsourcing Education Call Center Marketing 109

Ansafone

MARCH 23, 2020

Besides the SARS Epidemic of 2002-2004, H1N1 Influenza Pandemic of 2009, and Ebola Epidemic of 2014-2016 in more recent years, we, unfortunately, are dealing with one in 2020! Pandemics are unpredictable and difficult to prepare for. And today, in 2020, we have the COVID-19 pandemic!!

Contact Center 71

Contact Center Call Center 71

Liveops

FEBRUARY 8, 2019

In fact, Sharon had not only an entire career before joining Liveops Nation in 2009, she was a leader in creating some of the nation’s first outsourced call centers in the 1980s. Sharon: When I came to work with Liveops in 2009, I thought it would be for a short time. Tell me more about that.

Call Center 91

Call Center Consulting Consulting Contact Center 91

Cisco - Contact Center

SEPTEMBER 19, 2023

Climate Week NYC , one of the largest annual climate events since 2009, brings together international leaders from business, government, and civil society to showcase global climate action. This… Read more on Cisco Blogs

Government 62

Government 62