DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 11 December 2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. 11/12/2019. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 5 June 2019. About DMG Consulting LLC. compared to 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Beyond Philosophy

JANUARY 28, 2019

If you are a senior manager or the CEO, you need to know that where you have deployed your resources is paying off. Senior management will deploy your resources elsewhere. Embrace but manage your use of AI to enhance the experience. Managing emotions that are not ideal in a Customer Experience contributes to trust.

Consulting 349

Consulting Consulting Benchmark Personalization 349

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Analytics Marketing 48

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Luckily, there are a few ways to manage uncertainty—and its related risk. The manager has a phrase I quite like that applies here. I even told my training manager to put on his researcher hat.

Management 359

Management Consulting Consulting Benchmark 359

AWS Machine Learning

DECEMBER 7, 2023

In this post, we describe the end-to-end workforce management system that begins with location-specific demand forecast, followed by courier workforce planning and shift assignment using Amazon Forecast and AWS Step Functions. It allows for better control and efficient resource management.

Management 102

Management Engineering Analytics Construction 102

Beyond Philosophy

DECEMBER 31, 2019

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . However, 17 years later, far more than my consultancy is talking about it. . In January 2019, two reports struck me, one from Nunwood and one from Forrester.

Customer Experience 383

Customer Experience Consulting Consulting Chatbots 383

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? For 2019, we have hand-selected a list of the “must attend” customer service conferences based on overall quality, content, network opportunities, and potential key takeaways. When: April 7-10, 2019. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Engineering Education 108

Livepro

JUNE 19, 2019

livepro’s fourth annual Customer Experience Knowledge Management Forums are back this year bringing you the best and newest trends in Staff Engagement and Artificial Intelligence! Attendees this year will enjoy keynote presentations from: KEYNOTE SPEAKER SYDNEY 25th JULY 2019. KEYNOTE SPEAKER SYDNEY 25th JULY 2019.

Government 75

Government Gamification outsourcing Consulting 75

Beyond Philosophy

JANUARY 7, 2023

From 2010 to 2019, two-thirds of organizations still needed to improve customer satisfaction. ” 20:00 Carbone announces a milestone for customer experience management, getting a nod from academia. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

Consulting 222

Consulting Consulting Customer Experience Surveys 222

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Our list of the top CX articles of 2019 covers all these topics and more. . Our list of the top CX articles of 2019 covers all these topics and more. . March 26, 2019 | David Nour | Inc. Article No. In the Inc.

Customer centricity 84

Customer centricity Airlines Finance Technology 84

DMG Consulting

JANUARY 4, 2019

Welcome to 2019! 2019 is looking to be a year filled with great innovation and practical applications for contact centers. In workforce management they’re adding algorithms and enabling the systems to select the right one to address each challenge. DMG wishes you and your family a wonderful, healthy and happy 2019!

Analytics 59

Analytics Contact Center Finance Self service 59

Fonolo

JANUARY 11, 2022

What is call center management? It’s exactly as it sounds — the daily management and care of a call center and all the employees who work there. Contact center managers have an incredibly important and robust role. Whether you’re new to the world of management or a seasoned pro, there’s something here for everyone.

Call Center 81

Call Center Marketing Management First call resolution 81

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. Careful end-to-end change management is a must when working to position CS as a profitability center. As a part of change management , e xecutive, CSM and client buy – in is essential.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Beyond Philosophy

JANUARY 17, 2020

At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. When Customer Experience programs lack proper measurement of their results, how can senior management justify their expense? 1 in 4 Will Lose Their Job in 2020. While we find this prediction grim, we do not disagree.

Consulting 301

Consulting Consulting Customer Experience Marketing 301

Beyond Philosophy

NOVEMBER 15, 2019

In other words, how do you manage the pricing in your firm? Focusing on pricing will help you manage your price image. If your job or part of your job involves managing prices, realize that this discussion is part of a broader idea. Managing prices by themselves are probably not going to be your end goal. 1 November 2011.

Construction 301

Construction Consulting Consulting Airlines 301

Aspect

OCTOBER 31, 2019

If you were at ACE 2019 in Las Vegas you already know the breakout sessions were one of the highlights of the week. If you were unable to attend ACE 2019 or missed a few breakouts, you’re in luck! Introducing the Best of ACE 2019 Webinar series. Presented by: Don Hudecek, Senior Product Manager, Aspect. LEARN MORE.

Multichannel 48

Multichannel Consulting Consulting Analytics 48

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ChurnZero

JUNE 8, 2021

This spotlight features, Morgan Carson , Manager of Implementation at ChurnZero . She consults with customers on their goals and priorities and assists in implementing the ideal ChurnZero configuration to achieve those goals. . A: I started working at ChurnZero in 2019 and I now manage our growing Implementation team. .

Management 98

Management Consulting Consulting Sales 98

Taylor Reach Group

JANUARY 18, 2019

an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. this week announced the addition of Patricia Ballantyne to the globally recognized consulting firm.

Consulting 64

Consulting Consulting Customer Experience Business Process Outsourcing 64

Beyond Philosophy

DECEMBER 30, 2021

Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). Between 2010 and 2019, only 30 percent of the companies tracked on the ASCI increased their scores.

Personalization 195

Personalization Consulting Consulting Quality management 195

Fonolo

MARCH 6, 2019

Providing frequent and fruitful networking, training, and consulting opportunities throughout the year, CSPN also hosts an annual conference that brings together important voices in customer service leadership. The North American Customer Service Management Association is a must-follow for contact center professionals. Comment below!

CCNG 102

CCNG Customer Service Education Contact Center 102

Aspect

OCTOBER 21, 2019

Before the holiday season gets into full swing, join us at LISTEN 2019 at the Margaritaville Beach Resort in Hollywood Beach, Florida November 4-6, 2019. The post Changes in Latitudes, Changes in Attitudes: See us at LISTEN 2019 appeared first on Aspect Blogs. Cheeseburger in Paradise. Come Monday. Ok, so it’s actually Tuesday….

Best practices 48

Best practices Quality management Consulting Consulting 48

TeleDirect

JANUARY 9, 2019

Yearly fiscal targets rarely go as planned, but there are a few things you can do for 2019 to meet and exceed your business goals. With custom-tailored solutions for a variety of business sectors and industries , TeleDirect offers a comprehensive platform to achieve your business goals for 2019 and beyond. Telesales & upsells.

Call Center 66

Call Center Business Process Outsourcing outsourcing Upselling 66

ShepHyken

DECEMBER 18, 2020

speaker, author, and organizational consultant. However, I do recall ending 2019 with a very positive outlook on the year ahead. As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. This week we feature an article from Joseph A.

Customer Experience 181

Customer Experience Consulting Consulting Technology 181

DMG Consulting

DECEMBER 10, 2019

2019 Was a Fantastic Year for Service. 2019 was a year in which it became clear that customers and clients were often displeased with the level of service, with a few notable exceptions. (Our 2019 was the year of artificial intelligence (AI) and robotics, a trend that is going to continue while the tools improve.

Big data 48

Big data Contact Center Enterprise Consulting 48

Beyond Philosophy

FEBRUARY 11, 2019

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. When I started my global Customer Experience consultancy in 2002, I had not been a consultant. When I started my global Customer Experience consultancy in 2002, I had not been a consultant.

Consulting 208

Consulting Consulting Benchmark Customer Experience 208