DMG Consulting
SEPTEMBER 6, 2023
Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose.
Customer Service Life
DECEMBER 18, 2018
1:1 Coaching . My coaching program puts a spin on an individual’s wellness through the lens of customer service with the intention of personal growth. I’m giving away free 60-minute coaching sessions. Try it out for yourself! Send me an email here to schedule !
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Customer Service Life
APRIL 30, 2019
I’m a certified health coach. I’ve been working in customer service since 2005. I sometimes look in the mirror and the story I tell myself is: Who am I to stand up in front of this audience of experts and talk about wellness in customer service workplaces? I know my ish. Dang that imposter syndrome! Mental health issues.
Xaqt
FEBRUARY 6, 2020
Back in the winter of 2005, Jason Kolb (my cofounder and CTO of Latigent) and I penned an article for Business Management magazine titled BI with an IQ. Rewind it Back Let's take a look back to 2005 when "Web 2.0" In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated.
Callminer
AUGUST 1, 2017
Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.
Contact Center Geek
MARCH 22, 2019
Mark Horstman and Mike Auzenne created the Manager Tools podcast in 2005. Every manager knows they need to coach their employees, but few will agree on the best way to do it, or even, what “coaching” means. Manager Tools teaches a simple model for effective coaching that will help develop skills in your direct reports.
SharpenCX
JUNE 16, 2020
Last fall, Global Workplace Analytics told us that the number of people who work from home has increased by 140% since 2005. The more accurate your forecasting, the more you can find windows of down time to connect with, and coach, remote and in-office employees. And as we live and work through a pandemic, that number has only grown.
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