COPC

MARCH 24, 2020

a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. s portfolio of training, consulting and certification services has been transformed for virtual delivery.

Consulting 40

Consulting Consulting Best practices Call Center 40

Taylor Reach Group

MARCH 6, 2020

The questions addressed in this post are how we keep ourselves safe and healthy, and how can we prepare and continue to operate our contact centers in the face of a rising pandemic; for if it isn’t COVID-19 it will be something else. So what can we do about COVID-19 as individuals and as contact center operators?

Contact Center 131

Contact Center outsourcing Coaching Consulting 131

Insite Managed Solutions

MAY 31, 2018

Knowing their contact center operations depends greatly on call volume forecasting, they needed to get it right. If you have events which can significantly impact your call volumes, then CLICK HERE to schedule a consultation with Insite or give us a call at 239-204-2002.

Service level 40

Service level Consulting Consulting Contact Center 40

Vistio

JUNE 29, 2021

Throughout his career, Peter has advised CX outsourcers, contact center clients, national governments, and industry associations on strategic matters like vertical market penetration, service delivery, best practices in technology deployment, and offshore positioning. You most certainly do. And I said, “Of course.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. Carey Center for Service Leadership. But whenever I call a contact center now, I dread it. I am Darima Fotheringham.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

GetFeedback

JANUARY 6, 2020

Here’s a formal definition from persona thought leader Tony Zambito in 2002: Buyer personas are research-based archetypal (modeled) representations of who buyers are, what they are trying to accomplish, what goals drive their behavior, how they think, how they buy, and why they make buying decisions.

Journey mapping 78

Journey mapping B2C B2B Surveys 78