The Northridge Group

APRIL 8, 2024

We have a long-held belief (rooted in fact) that it’s nearly impossible to have effective processes and robust technology without trained people to manage and use them. Industry: Mid-market E-commerce company Use Case: Order Management Top Question: “When will my order ship? A potential replacement for “creative labor.

Technology 105

Technology Finance Government Healthcare 105

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications.

Management 62

Management Enterprise Analytics Contact Center 62

Beyond Philosophy

JUNE 11, 2021

In my global Customer Experience consultancy, I have refused to work with some organizations. I skipped their project because I didn’t feel like they were serious, and, in my experience, if an organization isn’t serious about their Customer Experience program, then it won’t be successful. Holding Customers Accountable.

Airlines 248

Airlines Accountability Banking Telecommunications 248

Beyond Philosophy

JANUARY 13, 2022

This second group is trickier because they might be profitable to your bottom line. The sales team’s compensation and work performance-related metrics are linked to their active accounts. An outside consultant is a great choice. Also, look for internal cutbacks on services to the account.

Accountability 195

Accountability Consulting Consulting Sales 195

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

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems. Wipro is an AWS Premier Tier Services Partner and Managed Service Provider (MSP).

Management 113

Management APIs Engineering Government 113

Kapta Customer Success

AUGUST 20, 2018

What account management style does your organization use? Everyone loves Customer Success account management, and it can do wonders for your organization and your customers. In fact, KAM is Customer Success for the accounts that matter the most to your organization. It’s not! That’s it!

Accountability 40

Accountability Management B2B Consulting 40

CCNG

APRIL 19, 2023

This approach will allow supervisors to effectively and efficiently manage their teams. The team will have confidence their supervisor is managing with integrity and fairness. The supervisor has space to engage with the team as a group and individually. Such actions will result in a more prepared, equipped, and informed team.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

Taylor Reach Group

NOVEMBER 1, 2019

Taylor Reach Group, Inc., an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. About Taylor Reach Group.

Consulting 59

Consulting Consulting Contact Center outsourcing 59

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. management.

Call Center 182

Call Center Management Scripts Coaching 182

DMG Consulting

MAY 15, 2024

Fixing WFM May 2024 The world and workforce have changed, and it’s time for companies to update their workforce management (WFM) solutions and best practices to better meet the expectations of today’s employees, especially Millennials and the rapidly up-and-coming Gen Z. This is particularly important for employees who work from home.

Contact Center 48

Contact Center Enterprise Self service Best practices 48

Beyond Philosophy

DECEMBER 6, 2019

When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule? Ensure that you take that into account when you make these decisions. In our Global Customer Experience Consultancy, we were doing some work with an airline. Is it in there at all?

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

SmartKarrot

APRIL 13, 2023

In today’s economic environment, effective account management is essential for building and maintaining strong client relationships and achieving growth. From podcasts and webinars to blogs and social media posts, these influencers are using a range of channels to help other account managers learn, grow, and succeed.

Accountability 11

Accountability Management Consulting Consulting 11

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. We were excited to see her leading the conversation at MCW23 last week.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

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

Method:CRM

FEBRUARY 27, 2019

Those poor accountants. In fact, today’s accountants are far more than just number-crunchers — they’re leaders, strategists, technologists, advisors and business specialists. The accounting industry: (p)art of the deal. Accountants speak the language of business. They get a bad rap. It’s a win-win for both parties.

Accountability 61

Accountability Consulting Consulting CRM 61

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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. For example, if you have a customer that interacts with you online, and only online, work with those preferences when you are developing the account.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Aspect

NOVEMBER 30, 2017

While our consultants often spend more time with key decision makers, the knowledge and experience of the people actually using our technology is invaluable in developing products to further benefit customers and new innovations. For more information on our user groups visit our Be an Innovator page here.

Banking 65

Banking Best practices Consulting Consulting 65

Taylor Reach Group

SEPTEMBER 3, 2021

The Delta variant notwithstanding, it seems that employees are far too settled into the routine of managing teams, work, and calls to return to onsite employment anytime soon. It’s easy for managers to justify lower wages for remote employees: no commute time or travel expenses, reduced stress, and improved work-life balance.

Contact Center 139

Contact Center Morale Consulting Consulting 139

CCNG

OCTOBER 6, 2020

While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. Strategy #3: Foster community Kendra (not her real name) asked to speak one-on-one with me after a large virtual group meeting.

CCNG 195

CCNG outsourcing Surveys Coaching 195

Beyond Philosophy

JANUARY 16, 2018

These included getting C-level executive, customer-facing employee, and middle manager buy-in. Also recommended were a) more proactive, catalytic behavior by CX pros and b) forming closer ties with HR, to help build more customer-centric focus among these three groups. Harmonize the interests of each group, to minimize conflict.

Customer centricity 207

Customer centricity Banking Enterprise Government 207

AWS Machine Learning

APRIL 22, 2024

Amazon SageMaker HyperPod is purpose-built to accelerate foundation model (FM) training, removing the undifferentiated heavy lifting involved in managing and optimizing a large training compute cluster. With the directory service, you can centrally maintain users and groups, and their permissions.

Scripts 89

Scripts Engineering Management Benchmark 89

AWS Machine Learning

NOVEMBER 9, 2023

Central model registry – Amazon SageMaker Model Registry is set up in a separate AWS account to track model versions generated across the dev and prod environments. Approve the model in SageMaker Model Registry in the central model registry account. Create a pull request to merge the code into the main branch of the GitHub repository.

Scripts 102

Scripts Accountability Engineering Best practices 102

Call Design

MAY 14, 2024

What if I told you this functionality could reduce the time your Schedulers spend managing schedules? Sure, this might seem scary at first but if your Checker Rules and Group Allowances are set up correctly, you can reduce the risk of too many people taking leave at any time. If it sounds too good to be true, keep reading.

Gamification 78

Gamification Employee engagement Coaching Accountability 78

Beyond Philosophy

JANUARY 17, 2018

However, when they asked another group of people what they would do in the second scenario, over 90% of the respondents would still buy the ticket. These results, however, are the basis for an economic principle called Mental Accounting. Mental Accounting describes the situations where fungibility breaks down.

Entertainment 314

Entertainment Accountability Consulting Consulting 314

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable. appeared first on CX Consulting.

Airlines 273

Airlines Metrics Accountability SaaS 273

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. What is customer success management or CSM?

Management 52

Management CRM Analytics Customer retention 52

AWS Machine Learning

MARCH 29, 2024

The Amazon Lex fulfillment AWS Lambda function retrieves the Talkdesk touchpoint ID and Talkdesk OAuth secrets from AWS Secrets Manager and initiates a request to Talkdesk Digital Connect using the Start a Conversation API. Configure your agents’ accounts and assign them to the agents’ queues. Build a Talkdesk Studio flow.

Cloud contact 95

Cloud contact Chatbots Contact Center APIs 95

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 93

Management Upselling Coaching Best practices 93

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. Forrester, a research and consulting firm, refers to four types of Value Drivers in a recent report from September. Dobrev says an exciting subset to this term is Social Causes.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Taylor Reach Group

APRIL 4, 2023

In our years of assisting clients in avoiding the risks and creating successful implementations, we at the Taylor Reach Group have identified eight keys to successful implementations. Be thoughtful about what you need. Dedicate a project manager and create a project team. Consider an outside consultant to take on this role.

Contact Center 62

Contact Center Consulting Consulting Feedback 62

Playvox

MARCH 7, 2024

In addition to a variety of consultancies reports and research raising awareness on organizational and social improvement areas, McKinsey, in its 2023 Women in the Workplace report , highlights the importance of representativeness and empowering managers to become influential leaders.

Best practices 87

Best practices Surveys Consulting Consulting 87

Beyond Philosophy

MARCH 2, 2016

When we consult our clients about how to improve their Customer Experience, we always talk about the expectations of Customers. Taking into account these personality-driven expectations is one of the more advanced concepts we cover in our Advanced Customer Experience Management training. Every organization has customer groups.

Consulting 278

Consulting Consulting Call Center Call center experience 278

Beyond Philosophy

MARCH 31, 2022

which manages the economy, has an inflation target. Another influence here is Mental Accounting, which describes how we categorize costs. In this example, mental accounting is the difference between wasting the money on the gas you already bought vs. the money you would save on the gas you want to buy. What Do I Do?

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

Beyond Philosophy

MAY 26, 2022

Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments. The designation of small, medium, and large customers doesn’t reveal much about what customers want or why they are in the group they are. . Our mental accounting is influenced by how integrated these two self-concepts are.

Personalization 195

Personalization Marketing Consulting Consulting 195

CSM Magazine

APRIL 5, 2017

Outsource Consultants , a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Outsource Consultants President, Corey Kotlarz says, “We are very excited to have Dave on board. About Outsource Consultants. based call centers.

Consulting 40

Consulting Consulting outsourcing Sales 40