DMG Consulting

JANUARY 4, 2023

Getting a Great Start in 2023. Welcome to 2023. We enter 2023 with an appreciation that contact centers are getting more positive attention than at any other time in their 50+ year history. The post Getting a Great Start in 2023 appeared first on DMG Consulting. organizations in building and enhancing their brand.

Contact Center 48

Contact Center Quality management Benchmark Enterprise 48

The Northridge Group

AUGUST 14, 2023

Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights!

Contact Center 92

Contact Center Coaching Morale contact center associations 92

ChurnZero

JANUARY 10, 2023

Whether you’re an experienced Customer Success professional looking for a new role, or you’re a newcomer hunting for your first Customer Success position, these are the hiring trends to anticipate and leverage in 2023. The CSM career path expands with the advent of senior-level individual contributor roles and player-coach roles.

Coaching 52

Coaching Benchmark Consulting Consulting 52

DMG Consulting

DECEMBER 7, 2022

DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a 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. MEDIA ALERT. When: Today, 7 December 2022.

Contact Center 48

Contact Center Consulting Consulting Marketing 48

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. CSMs can then embrace their strategic role as a consultant, devoting more time to coaching customers on how to achieve their business outcomes by maximizing product value.

B2B 91

B2B CRM Enterprise Upselling 91

CSM Magazine

FEBRUARY 7, 2024

The Busby Girls Football Club is taking advantage of artificial intelligence (AI) and data analytics to take their game to the next level. The system generates personalised video clips and insights for coaches and players to review, helping identify strengths to build on as well as areas needing improvement.

Coaching 52

Coaching Analytics Technology Customer Experience 52

JustCall

APRIL 12, 2023

Native conversation intelligence platform and call analytics to ramp up agent performance Agent performance & coaching: Call monitoring and performance evaluation. The post JustCall vs Aircall: A Comprehensive Comparison in 2023 appeared first on.

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. 2023 has arrived and the same tough economic challenges prevail, requiring urgent remedies to beat agent burnout and restore the contact centre to full health for a profitable New Year. Don’t know what they are?

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

JustCall

MARCH 28, 2023

Proper coaching and mentoring from expert and experienced mentors can go a long way in terms of adding much-needed relevant inputs to a sales pitch. Proper training, coaching, and mentoring by sales managers can help in elevating the performance graph of the customer-facing team. Sales pitches should not be preachy and pushy.

Sales 52

Sales Coaching Feedback Surveys 52

The Northridge Group

SEPTEMBER 13, 2023

Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. Continuous training, monitoring, and coaching may be necessary for situations where regulations are in flux or are often modified.

Government 67

Government Contact Center Coaching contact center associations 67

CSM Magazine

OCTOBER 24, 2023

2023 ONE Award Winners Brand Guardian: Support Services Group The ‘Brand Guardian’ , safeguarding and enhancing the brand, was awarded to Support Services Group. Analytics Architect: Paychex The ‘Analytics Architect’ , using data to bring vision to life, was awarded to Paychex.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

JustCall

JANUARY 23, 2024

San Francisco, August 14, 2023 – JustCall today announced it has launched JustCall CTI App on Salesforce AppExchange, empowering customers to transform their communications by delivering comprehensive, hassle-free workflows for sales and support teams, leveraging AI-powered agent-assistance tools to enhance calls and contact center support.

Outbound sales 52

Outbound sales contact center solutions Contact Center SaaS 52

CSM Magazine

OCTOBER 17, 2023

Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future , to prepare your operation. Finally, consider deploying the latest automated performance management and coaching solutions to facilitate and accelerate the process.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

CSM Magazine

SEPTEMBER 21, 2023

Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future. If contact centres are not giving agents the skills to adapt and develop, they are already falling behind.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

Balto

FEBRUARY 6, 2023

Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. The takeaway here is that agents appreciate coaching, training, and feedback — and for the most part, more is better. Those who received zero forms of coaching had the worst satisfaction metrics across the board.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

CSM Magazine

JUNE 22, 2023

Calabrio , the workforce performance company, is proud to announce it has been awarded Workforce Innovation of the Year at the 2023 Customer Contact Week (CCW) Excellence Awards. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

CSM Magazine

NOVEMBER 14, 2023

While organizations are embracing automation and analytics to maximize their operations, AI won’t entirely replace agents. Combine these methods with Voice of the Employee (VoE) analytics to identify agents who are struggling and need extra support. About the Author Dave Hoekstra is Product Evangelist at Calabrio.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

DMG Consulting

MAY 8, 2023

The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX). We’re also seeing a new wave of workforce management and speech analytics vendors that are hoping to open up the market by giving companies different options.

Management 62

Management Enterprise Analytics Contact Center 62

The Northridge Group

OCTOBER 12, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! As you implement your new strategies, track your progress using modern analytics solutions. Furthermore, 60% of customers will contemplate changing companies after two to three poor service experiences.

Contact Center 115

Contact Center Call Center Analytics Customer Experience 115

DMG Consulting

SEPTEMBER 6, 2023

Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose.

Contact Center 48

Contact Center Average Handle Time Analytics Consulting 48

JustCall

MAY 23, 2023

JustCall’s participation at CCW 2023 promises to be a game-changer for businesses seeking to thrive in the rapidly changing customer service landscape. During this session, you will learn how AI-powered coaching, guidance, and sentiment analysis along with integration and analytics, can help engineer better conversations.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

CSM Magazine

JULY 26, 2023

UK analyst for the contact centre and CX industry ContactBabel in its 2023 Decision Makers Guide discovered a ‘very wide spread of attrition rates across the industry with 22% of respondents having to deal with attrition rates of over 30% compared to only 16% in 2020.’

Self service 52

Self service Coaching Chatbots Analytics 52

CSM Magazine

JANUARY 19, 2023

Analyse data properly It’s not just about buying a great analytics tool, you need the right level of human competency to bring it to life. Feast on the right technology Speech and text analytics are no longer deemed witchcraft (I recall the days where that was a common perception).

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

Balto

OCTOBER 27, 2022

million for audit funding in 2023 — which may potentially spell disaster for some contact centers. million worth, to be exact — for modeling and analytics tools to better identify fraud, waste, and abuse. Coach in Real Time. Real-time Coaching empowers operators to get ahead of compliance concerns.

Scripts 52

Scripts Coaching Education Contact Center 52

Outsource Consultants

AUGUST 7, 2023

While many companies employ multiple ways to cut down call volume and increase self-service options, the three key types are: AI, Voice Analytics, and Self Service options AI is a tool used to learn from customer interactions and apply the data to improve user experience. This allows the QAS to focus on coaching instead of call review.

outsourcing 67

outsourcing Self service Call Center Chatbots 67

Hodusoft

JANUARY 3, 2024

billion in 2023 and it is projected to grow at a compounded annual growth rate of 18% to touch USD 16.43 Businesses can take advantage of the latest technologies, such as AI-driven analytics, chatbots, and integrations with other business applications, without the need for constant manual upgrades. billion by 2030.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

ChurnZero

JANUARY 4, 2024

“As growth rates slowed in 2022 and 2023, there was a lot of pressure on SaaS businesses to double down on their customer bases, but many companies weren’t prepared to execute thoughtful strategies that require buy-in from multiple departments. “I’m calling it now,” says CS management coach Ryan Johansen.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

The Northridge Group

OCTOBER 12, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! As you implement your new strategies, track your progress using modern analytics solutions. The Northridge Group needs the contact information you provide to us to contact you about our products and services.

Call Center 67

Call Center Contact Center Customer Support Analytics 67

JustCall

MARCH 8, 2023

Here are 11 trailblazing women in CX you should start following in 2023: 1. Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. They are defining the future of CX through creative ideas, innovative approaches, and impactful strategies.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Hodusoft

AUGUST 30, 2022

Businesses of every size, type, and industry can benefit from using cloud services for a variety of reasons such as: Data backup Software development and testing Email Disaster recovery Virtual desktops Big data analytics Customer-facing web applications, and more. billion by 2023. Difference between UCaaS, CCaaS, and CPaaS.

APIs 52

APIs Interactive Voice Response Contact Center voip 52

JustCall

APRIL 18, 2023

Analytics & Reporting (Real-time and Historical) Real-time call analytics offers you a holistic performance review of your sales call center agents , from the number of outbound calls per line/day/department/agent to average on-call time and more. Call Whispering Coach your reps during live calls when the deal is going south.

call center software 52

call center software Call Center call center solutions Enterprise 52

JustCall

APRIL 12, 2023

Look for a tool that provides the necessary features for your sales process, such as call recording, analytics, and integrations with other tools. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Call recording – Record and monitor agent calls to improve quality and performance.

Sales 52

Sales Coaching CRM Contact center software 52

NobelBiz

MAY 2, 2023

Training and Coaching: The success of an outbound lead generation strategy depends on the skills of the contact center agents. It is essential to invest in training and coaching to ensure that agents have the necessary skills and knowledge to engage with prospects and convert them into customers.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

CSM Magazine

FEBRUARY 8, 2023

Calabrio, the workforce performance company, today announced it has been named in G2’s 2023 Best Software Awards , on the Customer Service list. To learn more, view G2’s 2023 Best Software Awards and read more about G2’s methodology. Scores reflect only data from reviews submitted during this evaluation period.

Customer Service 52

Customer Service Customer centricity Coaching Contact Center 52

JustCall

APRIL 5, 2023

Call Intelligence – Make the best use of IQ to sketch out the best pitches, real-time conversation insights and coaching with conversational intelligence. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Nextiva Pricing Plans Essential – $17.95

voip 52

voip Enterprise Interactive Voice Response CRM 52

JustCall

APRIL 5, 2023

Top 9 Alternatives For Talkdesk In 2023 JustCall Five9 Avaya 8×8 Genesys Mitel Zendesk Twilio Vonage 1. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Five9 has additional features like customizable templates, data visualization, and employee coaching tools.

voip 52

voip Interactive Voice Response APIs Contact Center 52

JustCall

FEBRUARY 13, 2023

This article explores ten such Aircall alternatives leading the telephony and virtual call center space in 2023. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Provides onboarding features like employee coaching tools and an employee directory. 5 Capterra– 4.4/5

Interactive Voice Response 52

Interactive Voice Response voip Enterprise APIs 52