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? Complete this short survey. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Here are some highlights from our discussion.

Journey mapping 199

Journey mapping Consulting Consulting Customer Experience 199

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

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

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

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. Plenty of things caused stress and worry for me last year, but my job wasn’t one of them.”.

Consulting 67

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. How do we compare to our competitors?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

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

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.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

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.

Consulting 273

Consulting Consulting Surveys Customer Experience 273

Satrix Solutions

APRIL 20, 2021

Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would get the survey. The customer satisfaction survey is now ready for distribution. You hit the send button.

Surveys 78

Surveys B2B Advertising Feedback 78

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.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

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.

Consulting 48

Consulting Consulting Marketing Management 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.

Customer Experience 195

Customer Experience Consulting Consulting Customer emotions 195

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

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

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.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

Beyond Philosophy

MAY 1, 2021

If companies don’t figure out what the future of their experience looks like pretty quickly, they face the grim reality that they will be watching from across a chasm as their profits and customer-driven growth fall into it in 2021. Complete this short survey. Please tell us how we are doing! Follow Colin on Linkedin and Twitter.

Consulting 150

Consulting Consulting Analytics Enterprise 150

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation 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 Marketing Gamification 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

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. 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. 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

CSM Magazine

DECEMBER 18, 2020

According to a survey carried out by one of the UK’s largest employee benefits platforms, it has been confirmed that health insurance is one of the top 3 perks for employees going into 2021. Beyond providing just employment, managers need to show an interest in the physical and mental wellbeing of their staff members.

Surveys 52

Surveys Consulting Consulting Marketing 52

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

delighted

JUNE 3, 2021

A year after the pandemic began, in April 2021, we’re seeing a resurgence in consumer spending with the US vaccine rollout and as businesses reopen. We surveyed 1,200 shoppers across the US to learn more about their shopping habits and preferences. So what does this mean for retail? Which of the pandemic trends will stick?

Advertising 100

Advertising Entertainment Sales Personalization 100

Connecting the Dots

JUNE 30, 2021

In considering the 2021 Customer Delight study results, John Goodman concludes businesses the following is happening to optimize customer experience investments: Take the lid off talk time – look at 90 extra seconds as an investment in extra margin or an additional 10 points of loyalty. Find a survey guide here.

Airlines 62

Airlines Scripts Surveys Consulting 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

Satrix Solutions

JUNE 10, 2021

On the other hand, your referral program can deliver meaningful ROI and be a powerful driver of growth if it is deliberately managed and customers trust you’ll deliver the same level of service they’ve come to expect. You put a lot of time and effort into writing your survey questions. Use the contact us box to learn more.

B2B 78

B2B Surveys SaaS Best practices 78

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 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

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification 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.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure 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 Contact Center Marketing 48

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

COPC

SEPTEMBER 26, 2022

a global customer experience (CX) consulting firm, announces the launch of its 14-part Employee Engagement Research Series. 1 Yet, managers struggle to adapt and find new ways of engaging employees , especially in hybrid and remote work environments. The survey occurred between Nov. 1, 2021, and Apr. WINTER PARK, Fla.,

Employee engagement 52

Employee engagement Business Process Outsourcing Benchmark Contact Center 52

TechSee

MAY 4, 2021

Another survey corroborated these findings, with just under half (45%) of U.S. businesses extended their remote working scheme to 2021. A survey by Aberdeen backs this up, finding that while only 14% of contact centers admitted having remote work capabilities in place before the pandemic, that number increased to 52% by June 2020.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

CustomerSuccessBox

JUNE 7, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Anita’s interview where she gives insights into how you can manage churn efficiently. Top 100 Customer Success Strategist 2021. Top Influencer 2021 by Engati. Q: Please introduce yourself. .

Management 52

Management Surveys Chief Customer Officer Metrics 52

TeamSupport

OCTOBER 12, 2020

That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advised when we sat down with him last Spring. 2 Stephen Miller, Despite Reopenings, Many Employees Will Work Remotely into 2021 and Beyond. Retrieved from the Society of Human Resource Management, Oct.

Customer Support 59

Customer Support Consulting Consulting Coaching 59

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. How to Successfully Manage a Hybrid Workforce. So how can they effectively and successfully manage the digital transformation?

Employee engagement 108

Employee engagement Consulting Consulting call center software 108