DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. IA proves essential during COVID-19 for customer insights and employee oversight. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

ConvergeOne

AUGUST 31, 2021

2020 raised the bar on customer experience across the board. In response to the changed landscape, utilities have pivoted to provide more personalized service, helping customers use energy more efficiently while providing access to more services virtually. Utilities, Customer Care, and AI.

Customer Care 60

Customer Care Personalization Finance Chatbots 60

CSM Magazine

NOVEMBER 17, 2020

Reuters Events are excited to announce their next free customer service webinar: ‘Meeting Consumer Demands for Frictionless Mobile Support Experiences’. In the age of digitalization, loyalty is fleeting – Consumer demands are constantly evolving, and 2020 has seen a reinvigorated demand for digital and mobile experiences.

Customer Care 52

Customer Care Customer Service Marketing Personalization 52

Skybridge

DECEMBER 21, 2020

I’ve been writing a lot lately about customer expectations, the changes we’re seeing, and how some customer care providers have been able to step up to meet those expectations. Customer needs, expectations and – critically – even many of their core values are undergoing rapid, seismic shifts. We would love to talk!

Customer Care 52

Customer Care Marketing Technology Customer Experience 52

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Serenova

JANUARY 22, 2020

The Serenova team is preparing to kick off a busy 2020 events season. We’re joining 550 industry professionals to map out a year of customer experience success through networking, interactive discussion groups, workshops, educational sessions and site tours. First stop: CCW Nashville January 28 through 31. Win a Yeti.

Healthcare 52

Healthcare Customer Care Contact Center Education 52

Serenova

JANUARY 22, 2020

The Serenova team is preparing to kick off a busy 2020 events season. We’re joining 550 industry professionals to map out a year of customer experience success through networking, interactive discussion groups, workshops, educational sessions and site tours. First stop: CCW Nashville January 28 through 31. Win a Yeti.

Healthcare 52

Healthcare Customer Care Contact Center Education 52

BlueOcean

MAY 11, 2020

It’s late February, 2020. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Three months later – May, 2020. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Place: Your office.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

SharpenCX

NOVEMBER 11, 2020

Raise your hand if 2020 made you toss old customer service playbooks out the window. If you told me that in 2020, I’d be holed up in my guest room working from a vanity-turned-desk for a year, sheltering in place from an invisible menace terrorizing our society, I would’ve thought you were reciting an episode of the Twilight Zone.

Customer Care 67

Customer Care Customer Service Self service Coaching 67

Skybridge

AUGUST 4, 2020

When their most recent results were reported a few weeks ago, I couldn’t help noticing some interesting parallels between their findings and those of Shep Hyken’s 2020 ACA “Achieving Customer Amazement” (ACA) Survey. Not surprisingly, more and more consumers are shopping online and seeking assistance through omnichannel customer care.

Customer Care 52

Customer Care Finance Surveys Sales 52

Pipkins

SEPTEMBER 11, 2020

SUMMER 2020 ROUNDUP. In fact, one of our favorite things to do is attend these events and meet you all face-to-face and make new connections. David Borden has joined our customer care department. He is very outgoing and eager to meet our customers. The post Summer 2020 Roundup appeared first on Pipkins.

contact center solutions 69

contact center solutions Call Center Customer Care outsourcing 69

BlueOcean

MAY 11, 2020

It’s late February, 2020. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Three months later – May, 2020. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Place: Your office.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

BlueOcean

OCTOBER 6, 2020

This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy? If there is one thing we’ve learned in 2020, it’s that the ability to pivot quickly and smoothly can be the difference between thriving or just surviving. Are they meeting (and exceeding!)

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 48

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. March 20, 2020. March 15, 2020. March 18, 2020. February 12, 2020. March 18, 2020.

Contact Center 221

Contact Center CCNG Best practices Government 221

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key 2020 Trends: Cloud Contact Centers. More Blogs Menu.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

CSM Magazine

AUGUST 22, 2019

In order to feed that back into the organization, their responsibilities and internal footprint are changing and, simultaneously with customer expectations, they must evolve. The platform to enact change and start this evolution is reputably the 9th Annual Customer Service Summit (Oct 23-24, NYC). SVP, Customer Success Group, McAfee.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Contact Center 62

Contact Center Government Customer Care outsourcing 62

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments.

Consulting 48

Consulting Consulting Marketing Management 48

CSM Magazine

JANUARY 17, 2020

There is no doubt that disruption is in the cards for the auto insurance players in 2020. So, what are the most important factors for customers, how are they changing, and how can car insurers excel at meeting those needs? What matters most to the customers? How can insurers meet their evolving needs of the customers?

Customer Care 52

Customer Care Accountability Customer Support Customer Service 52

Skybridge

OCTOBER 20, 2020

Businesses that survive the onslaught successfully will be those that make shopping easy and safe, including convenient digital ordering, creative and efficient fulfillment and responsive customer service, according to Rob Garf, VP of industry insights for retail and consumer goods at Salesforce.” We would love to talk! By Dom Nicastro.

B2C 52

B2C Sales Marketing Personalization 52

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Fonolo

AUGUST 29, 2019

Now: Ready yourself for the dawn of a new customer service decade, and read this timely and useful advice from the mouths of the experts themselves. Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. That won’t go away in 2020, and it will probably still be a requirement in 2050!

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Serenova

FEBRUARY 3, 2020

In a webinar drawing on ICMI’s industry-leading research and insights from the 2020 ICMI Featured Contributors (including Serenova Vice President of Customer Success Jen Jackson ) ICMI Group Principal Analyst Roy Atkinson explored what’s trending in 2020 and why contact center leaders should pay attention. More on that below.).

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

Toister Performance Solutions

DECEMBER 10, 2020

Image source: The American Customer Satisfaction Index. The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). Image source: Customer Care Measurement and Consulting. Finally, it's important to understand that every customer is different.

Customer Service 141

Customer Service Surveys Consulting Consulting 141

Alorica

SEPTEMBER 1, 2020

IRVINE, California (August 31, 2020) –Alorica Inc., a leading global customer experience solutions provider, has announced the expansion of its digital support offerings to meet surging client demand.

Customer Care 62

Customer Care Customer Experience 62

BlueOcean

MAY 13, 2021

In food and beverage alone, online sales in 2020 saw a 125% increase over the previous year. Globally, 83% of customers who bought new brands in 2020 say they’ll buy from those brands again in the future. Unsurprisingly, luxury brands saw a drastic drop in sales in 2020. Where Does Customer Care Sit in All of This?

Average Handle Time 62

Average Handle Time outsourcing Customer Care Sales 62

Playvox

NOVEMBER 16, 2021

The boost in product demand, fueled by more people working from home, as well as changing consumer lifestyles, meant Sweaty Betty had to grow its team to meet the surge in demand. In 2019, the lifestyle brand had 12 customer care agents. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team.

Quality management 78

Quality management Management Coaching Contact Center 78

Skybridge

AUGUST 24, 2023

Deloitte Digital 2023 Report on New Realities for Contact Center Transformation Have your customers been looking for a better experience at your contact center? If the thought of outsourcing your in-house customer care operation sounds as pleasant – and safe – as juggling chainsaws while running a marathon, I get it.

outsourcing 52

outsourcing Contact Center Customer Care Average Handle Time 52

Cisco - Contact Center

SEPTEMBER 9, 2019

I would like to share some thoughts pulled together in discussions with developers, customer care system integrators and experts, along one of the many possible journeys to unleash all the power of Artificial Intelligence (AI) into a modern customer care architecture. ” AI in the Contact Center.

Contact Center 84

Contact Center Customer Care Engineering Telemarketing 84

DMG Consulting

APRIL 15, 2020

When: Today, 3 March 2020. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040.

Consulting 62

Consulting Consulting Contact Center Gamification 62

24-7 InTouch

APRIL 15, 2021

Challenges faced in 2020 by organizations across the globe reinforced the importance of strong core capabilities and investment in people and technology. Associates are a true extension of their customer care program, so it’s important that they feel connected with your brand on a daily basis. Blended Model.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

CSM Magazine

DECEMBER 18, 2023

Survey Says: Customer Service Needs Improvement Customer Care Measurement & Consulting (CCMC), a company specializing in customer service research, conducts periodic customer rage surveys. The most recent one from 2020 had some shocking results. 66 percent of U.S.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

BlueOcean

JUNE 17, 2021

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. Customer care is often a 24/7/365 job, and the slightest disruption has the potential to impact your reputation and brand loyalty.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71