Taylor Reach Group

APRIL 9, 2018

How can we do this without investing in expensive technology, costly consultants and with no additional resource bandwidth? Originally Published in Customer Reach Volume 2 Issue 5 – This article was originally published in 2006, updated in 2011 and again in 2018. By: Colin Taylor. It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis.

Contact Center 97

Contact Center Consulting Consulting Call Center 97

EPIC Connections

MARCH 27, 2018

Fifteen years later, our company is a notable industry mainstay whose team of veteran consultants continuously turn that hum into a harmonious soundscape that delivers superior customer experiences. Our first real employee was hired in 2006, and our longest running client engaged us in 2008. The post Perseverance Through Rapid Change: EPIC Connections Celebrates 15 Years of Success as a Mainstay in Contact Center Consulting appeared first on EPIC Connections.

Consulting 37

Consulting Consulting Cloud contact Advertising 37

Beyond Philosophy

NOVEMBER 10, 2014

February 2006. For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. So, the debate continues.

Customer Experience 411

Customer Experience Consulting Consulting Customer emotions 411

Beyond Philosophy

JUNE 4, 2015

Just on the basis of comparison to the S & P 500, the public companies singled out by Firms of Endearment returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S & P 500, more than an 8 to 1 ratio. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Consulting 360

Consulting Consulting Customer emotions Employee engagement 360

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. The consulting organization went on to conclude from these findings that “Recent trends suggest that improvements in engagement coincide with improvement in unemployment and underemployment.”, They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2%

Employee engagement 261

Employee engagement Consulting Consulting Customer advocacy 261

ShepHyken

JULY 28, 2017

As a result, retail consultant Howard Davidowitz predicts that up to 50 percent of America’s shopping malls vanish within 15 to 20 years. That’s why we haven’t built a major enclosed mall since 2006.”. This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. .

Consulting 218

Consulting Consulting Marketing Sales 218

Beyond Philosophy

JANUARY 16, 2018

In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ Michael Lowenstein provides strategic consulting, research design and in-depth, leading-edge analysis that helps clients deliver outstanding business results through deeper customer experience, communication, relationship, employee and brand equity insights. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Customer centricity 207

Customer centricity Banking Enterprise Government 207

Beyond Philosophy

DECEMBER 20, 2017

HR execs and consultants would say that what is needed is a higher level of employee engagement. Michael Lowenstein provides strategic consulting, research design and in-depth, leading-edge analysis that helps clients deliver outstanding business results through deeper customer experience, communication, relationship, employee and brand equity insights. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

Vonage

AUGUST 7, 2017

A leisurely company standard like “we strive to answer all emails within 48 hours,” which may have been fine in 2006, shows a misunderstanding of what satisfactory customer service calls for in 2016. “Customer service—now that’s a dying art.” I hear this sentiment often, and my response is, “Uh … I’m not so sure you’re right about that.” I’m just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past.

Customer Service 96

Customer Service Engineering Consulting Consulting 96

Beyond Philosophy

JULY 12, 2016

Thorough analysis conducted by The Conference Board in 2006 showed that, among twelve leading engagement research companies, twenty-six key drivers of engagement could be identified, of which eight were common to all: • Trust and integrity – How well do managers communicate and ‘walk the talk‘? Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Michael Lowenstein, Ph.D.,

Employee engagement 170

Employee engagement Metrics Consulting Consulting 170

AWS Machine Learning

JULY 14, 2022

He founded his own big data analytics consulting company, Branchbird, in 2012. Krishnaram received his PhD in Computer Science from Stanford University in 2006. This is a guest blog post by Danny Brock, Rajeev Govindan and Krishnaram Kenthapadi at Fiddler AI.

Enterprise 80

Enterprise Engineering Analytics Big data 80

ClearAction

JANUARY 10, 2018

Indeed, the financials seal the deal: “the public FoEs (firms of endearment) returned 1,026% for investors over the 10 years ending June 30, 2006, compared to 122% for the S&P 500; that’s more than a 8-to-1 ratio! appeared first on ClearAction Customer Experience Consulting. What is Customer Centricity DNA? Lynn Hunsaker. What is customer-centricity DNA? Can you develop it, or must your business be “born” with it?

Customer centricity 71

Customer centricity Consulting Consulting Metrics 71

Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. million for their inaccuracies between 2006 and 2008.

Government 46

Government Banking Enterprise Consulting 46

Altivon

SEPTEMBER 28, 2017

He then introduced our keynote for the Webinar, Subject Matter Expert Steve Leaden, President of Leaden Associates, an independent Communications and IT consulting firm. Leaden presented contact center optimization in three phases—the latest of which began in 2006. Yesterday Altivon sponsored the first in a series of healthcare related webinars focused on patient experience and the contact center.

Healthcare 40

Healthcare Contact Center Multi-channel support Chief Customer Officer 40

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. But in many cases, integration is flimsy at best because the product – while claiming to integrate fully – requires hours of additional support, e.g. manual data uploads or advice from a consultant. Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contact center technology.

call center software 210

call center software Best practices CRM outsourcing 210

Russel Lolacher

JULY 26, 2022

In this episode of Relationships at Work, Russel chats with workplace violence prevention advisor and consultant Felix Nater on the impacts of violence and non-violent behaviour in the workplace, its impact on culture and steps to avoid it. Nater Associates, Ltd – Security Consulting.

Employee engagement 94

Employee engagement Consulting Consulting Morale 94

Vonage

OCTOBER 2, 2017

A leisurely company standard like “we strive to answer all emails within 48 hours,” which may have been fine in 2006, shows a misunderstanding of what satisfactory customer service calls for in 2016. “Customer service—now that’s a dying art.” I hear this sentiment often, and my response is, “Uh … I’m not so sure you’re right about that.” I'm just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past.

Engineering 48

Engineering Consulting Consulting Customer Experience 48

Horizon CX

DECEMBER 27, 2019

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0.

B2B 52

B2B Metrics B2C Chief Customer Officer 52

Livepro

JULY 17, 2018

in early 2006, Ian has led nearly one hundred on-site operational assessments for blue chip organisations in Australia, Asia and North America and has provided training for hundreds of individuals on Six Sigma for Contact Centres, Workforce Planning Strategies and High Performance Management Techniques as well as providing CSP and VMO Registered Coordinator Training.

Transportation 40

Transportation Government Multichannel Gamification 40

Netomi

APRIL 7, 2022

100+ integrations with apps such as Asana, Gmail and Facebook, so teams can manage projects, consult their CRMs, and view all communication channels right in their inbox. .

Brand ambassadors 52

Brand ambassadors CRM Analytics Multichannel 52

C Space

DECEMBER 6, 2018

Nicola Spitzer, Senior Consultant at C Space, explains why a little bit of empathy can go a long way… Tweet. Senior Consultant at C Space. After passing my driving test in 2005, I stopped driving in 2006. The Fear of Driving and the Future of Not. For those who find driving a stressful experience, the concept of autonomous vehicles looks promising. But the mobility sector hasn’t quite cracked the issue of trust. What can the auto industry do to build this trust?

Transportation 40

Transportation Engineering Healthcare Consulting 40

ClearAction

FEBRUARY 14, 2015

" Indeed, the financials seal the deal: "the public FoEs (firms of endearment) returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S&P 500; that’s more than a 8-to-1 ratio! Customer experience professionals — and any other managers — can get more from consultants in particular by shifting your thinking: "For best results, think bigger than knowledge transfer.

Customer Experience 88

Customer Experience Finance Entertainment Construction 88

Noble Systems

FEBRUARY 24, 2019

Findings from Mercer Consulting’s Contact Center Survey indicate that non-challenging work, lack of recognition, no career growth or development and inflexible working environment are dominant contributors to high turnover. Headquartered in Montreal, Canada and founded in 2006, Sekure is on the forefront of leveraging technology to improve productivity and operational efficiency.

Gamification 66

Gamification Contact Center Customer Service Employee engagement 66

GetFeedback

JANUARY 12, 2020

Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum.

Journey mapping 88

Journey mapping Airlines Feedback CRM 88

Customer Interactions

JULY 25, 2010

Founded in 2006, NERC does this through a set of standards and through its strong enforcement program. Mike is a former Manager of Security for American Electric Power and founder of GMD Security Consulting Services LLC. The North American Electric Reliability Corporation (NERC for short) is an organization whose mission is to ensure the reliability of the bulk power system in North America.

Benchmark 28

Benchmark Consulting Consulting Best practices 28

Natalie Petouhof

MARCH 6, 2017

An early champion of online video who was instrumental in Google’s 2006 acquisition of YouTube, Susan now oversees YouTube’s content and business operations, engineering and product development. Earlier, he worked as a management consultant for McKinsey & Company. Tweet Human Capital As a Key Competitive Advantage. I am very excited about attending the upcoming conference on The New Work Summit #nytnewwork by the New York Times®.

Finance 40

Finance Entertainment Advertising Engineering 40