DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service 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 Digital Customer Service Product and Market Report.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021-2022 Robotic Process Automation Product and Market Report. When: Today, 30 June 2021.

Consulting 59

Consulting Consulting Marketing Contact Center 59

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 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 62

Consulting Consulting Contact Center Marketing 62

CCNG

JULY 7, 2021

CCNG Academy member Elliott Winit is a Contact Center management consultant with over twenty-one years of consulting experience. His specialty area is Contact Center Optimization.

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Best practices Contact Center Metrics CCNG 195

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage. Yep, you guessed right, not much.

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Management Accountability Consulting Consulting 392

Beyond Philosophy

JANUARY 16, 2021

In addition to knowing what customers want, wouldn’t it also be great to know what works in Customer Experience Management? The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter.

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Journey mapping Consulting Consulting Customer Experience 201

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JULY 20, 2022

DMG Consulting Releases 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where: Available at the DMG Consulting online store. million during 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

ShepHyken

NOVEMBER 8, 2021

Impressed by the genius of Van Gogh, pretend you could hire him as your customer experience consultant. The four lessons come under the topics of innovation, managing detail, creating memorable experiences, and creating a unique sensory experience. (Forbes) Pretend your organization has an okay, not great, customer experience.

Customer Service 227

Customer Service Best practices Education Consulting 227

DMG Consulting

APRIL 1, 2021

Workforce Management in 2021: Better than Ever. It’s the year of workforce management (WFM), despite (or maybe because of) the pandemic. DMG Consulting has been talking about the concept of new-gen WFM for 6 years. The post Workforce Management in 2021: Better than Ever appeared first on DMG Consulting.

Management 67

Management At home agents Contact Center Self service 67

Education Services Group

APRIL 27, 2021

ESG, the leader in Customer Success as a Service ® , is proud to announce record-breaking 2021 Q1 results. The company’s unique approach combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. Q1 2021 new clients: Big 4 global consulting firm.

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Consulting Consulting Enterprise Technology 98

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. As President & Principal Analyst at COMMfusion , Blair provides analysis and consulting services to industry leaders and has authored many highly acclaimed studies on the subject. There are several trends on Blair’s radar for 2021. Personality types and profiles are very important.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Outsource Consultants

AUGUST 9, 2021

Why is 2021 the time for outsourcing? The most successful companies in history — and the most successful ones in 2021, for that matter — succeeded exponentially not because they did many things well, but because they did specific things great. Let’s chat during a no-risk, no-cost consultation. Interested?

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outsourcing Business Process Outsourcing Contact Center Morale 128

Beyond Philosophy

JUNE 25, 2021

The Super League failed because the league management and team owners did not understand their fans. The owners and league managers misread the popularity of the big clubs as the real draw to the soccer matches. By managing customers’ expectations and excellent communication, you can show your customers you are trustworthy.

Customer Experience 384

Customer Experience Airlines Consulting Consulting 384

Outsource Consultants

JUNE 15, 2021

Saint Louis Park, MN, June 15, 2021 – Outsource Consultants is honored to announce that we have been selected as one of the Minneapolis/St. Paul Business Journal’s 2021 Best Places to Work. “I About Outsource Consultants. I’m so proud of this team and the things they accomplish.

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Consulting Consulting outsourcing Call Center 67

Nicereply

DECEMBER 28, 2021

We are incredibly thankful you joined us on the ride through 2021. Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. 5 Most Favorite Blog Posts Published in 2021.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

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Contact Center Gamification Call Center Average Handle Time 176

Outsource Consultants

SEPTEMBER 14, 2021

The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony. So if you have specific AI goals, you should definitely consult on your options with an expert contact center partner. We can help you too — contact us today for a risk-free, no-cost consultation.

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Contact Center Interactive Voice Response Morale Abandon rate 125

Outsource Consultants

FEBRUARY 22, 2021

Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. Here are three “I”s that are essential for call center success in 2021. While that has always been important, the fact that everything is now executed virtually makes it critical in 2021. Generosity. They should.

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Call Center Gamification Coaching Morale 76

Beyond Philosophy

DECEMBER 25, 2021

It’s also one of seven significant lessons that 2021 taught us. This new year also coincides with the 20 th anniversary of me founding my global Customer Experience Consultancy, Beyond Philosophy and publishing my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). The post Wow, What a Year!

Personalization 195

Personalization Consulting Consulting Customer Experience 195

Cincom

JUNE 3, 2021

Cincinnati, OH (June 3, 2021) – Cincom Systems, Inc., a global supplier of enterprise software solutions, announced today that it has entered into a partnership with Centric Consulting to implement CPQSync by Cincom. Susan Fine, Cincom Director of Channels for North America, says, “We are thrilled to partner with Centric Consulting.

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Consulting Consulting Finance Enterprise 52

Outsource Consultants

DECEMBER 14, 2020

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. In a matter of days, it seemed that nearly everyone had managed to pivot to an at-home agent model.

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outsourcing Contact Center At home agents Call Center 128

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. What are your top contact center priorities for 2021? What are your top technology priorities for 2021? Figure 1: Top 5 Contact Center Priorities for 2021.

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Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 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 2019 – 2020 Workforce Management Product and Market Report.

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Consulting Consulting Marketing Management 48

TechSee

JANUARY 10, 2022

Table of Contents: The need for property management solutions. Visual assistance for property management maintenance. The global housing management industry is thriving and expected to grow from $15.10 billion in 2021 to $28.21 There are more than 300,000 property management companies in the US alone.

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Management Self service Technology Chatbots 109

Spearline

SEPTEMBER 16, 2021

About Enterprise Connect Enterprise Connect brings corporate IT decision makers together with the industry’s vendors, channel partners, analysts and consultants to focus on the issues central to enterprise communications and collaboration. The post Join Spearline at Enterprise Connect 2021! New to Spearline?

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Enterprise Telecommunications Consulting Consulting 52

Beyond Philosophy

MAY 22, 2021

Inspired by the article “ Firing a Bad Customer in 2021 ” by Fred Reichheld, prolific author on customer loyalty and inventor of the Net Promoter Score (NPS), we discuss why you should fire some customers, how you should attempt to manage the situation, and how to go about it once you decide that a customer needs to go.

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Consulting Consulting Surveys Customer Experience 274

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 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 2018 – 2019 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

ChurnZero

MAY 5, 2021

ChurnZero Named 2021 SIIA Business Technology Product CODiE Award Finalist for Best Customer Success Solution. We are proud to announce that ChurnZero has been named a 2021 SIIA CODiE Award finalist in the Best Customer Success Management Solution category. Details about each finalist are listed at [link].

Education 52

Education Consulting Consulting Technology 52

ShepHyken

JANUARY 4, 2022

However, The Five9 Customer Service Index 2021 found that: Customers from the US, UK, Germany, Italy, and Spain all ranked phones as the preferred choice when dealing with customer service issues. 51% preferred phone when it comes to general issues. 2% prefer phone when it comes to urgent or sensitive concerns.

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Virtual Agent Interactive Voice Response Contact Center Consulting 321

ChurnZero

JANUARY 15, 2021

But what else is in store for this trendsetting team in 2021? 2021 will be the year of the breakthrough of the one-to-many CSM. Partner success will be a growing need in 2021. Ed Powers , Customer Success Consultant. the internal CSM’s manager) more frequently. Fasten your seatbelts!

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Spearline

DECEMBER 9, 2021

Skibbereen, Cork, 09 December 2021. The tech company ranked in the 2021 Deloitte Technology Fast 50, a ranking of the 50 fastest growing technology companies in Ireland. Cumulatively, the 2021 Fast 50 winners generated approximately €1 billion in total annual revenues and employed over 16,000 people in 2020.

Technology 75

Technology Telecommunications Consulting Consulting 75

Sykes

MARCH 5, 2021

Senior Consultant, Digital Operations. Consulting & Implementation. Manager, Corporate IT. Senior Manager. Senior HR Manager. I had my induction in Edinburgh from the local HR manager at that time, and she was very enthusiastic and a great start for my new role. Account & Health Safety Manager.

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Consulting Consulting Banking Personalization 98

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

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.

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Management Engineering Analytics Construction 97

DMG Consulting

JULY 31, 2019

DMG Consulting Releases 2019 Call Tracking Product 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. When: Today, 17 July 2019.

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Consulting Consulting Interactive Voice Response Virtual Agent 48

Beyond Philosophy

OCTOBER 23, 2021

In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was. Meanwhile, Lewis Carbone was championing Customer Experience and founding his consultancy and philosophy in ExpereinceEngineering. Now, 2021, Customer Experience as we know it is dying.

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Customer Experience Consulting Consulting Customer emotions 195