TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Their knowledge and impact is constantly reshaping the service industry. A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Steve DiGioia

DECEMBER 5, 2016

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. Dennis worked with the Walt Disney World Company for twenty years and now consults with organizations around the world, helping them achieve their customer service goals. Dennis Snow. It takes commitment, but it works.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

CX Global Media

JANUARY 15, 2019

In more than twenty years in the contact center industry, improving agent performance has always been a major focus. Melissa is a long-time contact center industry learning and development leader and performance improvement consultant. 4 Types of Behaviors: The Coach’s Preparation Checklist. You’ve got to deliver.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

DECEMBER 20, 2019

Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” I have been in the Customer Experience industry since before there was such a thing. appeared first on Customer Experience Consulting. What is Important in 2020? ” Predictions can be difficult; it is true.

Coaching 317

Coaching Customer retention Consulting Consulting 317

Kapta Customer Success

MARCH 11, 2019

Along with the Kapta blog and website, today we want to show you ten key account management resources, coaches, and training programs you should follow, read, join, or sign up for to take your key account management game up to the next level. Jermaine Edwards. Check out their site and learn more about their certification training.

Coaching 53

Coaching Accountability Management Consulting 53

Integrity Solutions

DECEMBER 20, 2023

Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. This is a hallmark of effective coaching, and the same concept applies to selling. Effective sales conversations, however, are rooted in a mindset of listening to understand.

Sales 86

Sales Coaching Consulting Consulting 86

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent 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.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. I was one of the few who had the challenge of working in diverse and tangent industries.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. At the same time, the digital ecosystem is broadening the scope and impact of these technologies across various industries. This method offers a more personalized and adaptable training experience.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

ShepHyken

JUNE 25, 2021

a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. Annette Franz, CCXP is the founder and CEO of CX Journey Inc.,

Customer centricity 298

Customer centricity Coaching Consulting Consulting 298

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Download the full industry report FREE: The State of the Contact Center 2020 . Keynote Speaker and Official Forbes Coach. CX Expert, Speaker & Consultant. ” — Annette Franz.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Read the Full Industry Report Here: Contact Center Trends 2021. Bill Quiseng CX Expert, Speaker & Consultant. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Beyond Philosophy

APRIL 5, 2019

In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle. Many have also earned awards in their industry. She helps leaders and teams make subtle shifts to create breakthrough success for customers.

Coaching 282

Coaching Employee engagement Best practices Consulting 282

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. First of all, thanks for having me. Really looking forward to this.

Consulting 52

Consulting Consulting Best practices outsourcing 52

ShepHyken

AUGUST 6, 2019

The rate of change in all industries is faster than ever, and it happens continuously; if you fall behind, you’ll lose customers. About : Jeff Gothelf works as a coach, consultant, and keynote speaker. Use the concept of “sense and respond” when delivering your customer service and experience.

Customer centricity 293

Customer centricity Coaching Consulting Consulting 293

CX Journey

JULY 25, 2018

a boutique customer experience strategy consulting firm, has been accepted into the Forbes Coaches Council, an invitation-only community for leading business and career coaches. I am always honored to be recognized for my work, and being invited into the Forbes Coaches Council is truly icing on the cake.

Coaching 35

Coaching Consulting Consulting Customer Experience 35

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Beyond Philosophy

MARCH 22, 2019

It’s a well-used epithet by many coaching organizations—and not just for football. <!–more–> I once attended a conference for the CBI (Confederation of British Industries). I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers.

Management 240

Management Coaching Consulting Consulting 240

Call Design

JANUARY 19, 2021

Training and professional development are some of the best ways to ensure that your agents understand your company processes, industry best practices and improve their proficiency with the tools at their disposal. With our consultative approach, we develop a deeper understanding of your business goals and challenges.

Coaching 148

Coaching Best practices Consulting Consulting 148

Uniphore

JULY 10, 2021

Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. Brian Cantor Leading CX Industry Analyst Contact Center Week. He also enjoys delivering on-site customer experience training and consulting for Fortune 500 organizations. Register Now.

Call Center 89

Call Center Contact Center Consulting Consulting 89

Integrity Solutions

NOVEMBER 29, 2022

In fact, data collected by the consulting firm ES Research has shown that 85 to 90 percent of sales training fails to translate into a lasting improvement in productivity. In many industries, customer success teams, clinical reps and product specialists now have increased selling responsibilities. Are our sales managers coaching?

Metrics 87

Metrics Sales Coaching Accountability 87

Outsource Consultants

SEPTEMBER 14, 2021

Look no further than the travel industry, which is already reeling to meet Q4 demand spikes and record call volume. 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.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Call Center Weekly

JUNE 19, 2017

I have allowed them the opportunity to coach other agents for improvement. As with the Quality Assurance Award, allow them time to coach their peers. I have led or consulted contact centers of various sizes across numerous industries. Reward this agent! In addition to giving a certificate for each award, include a gift.

Customer Service 156

Customer Service Coaching Government Contact Center 156

NobelBiz

FEBRUARY 16, 2022

Harry Strausser III shares his journey in the collection industry while also pursuing teaching, consulting, and coaching. Mentorship is a big part of his life, navigating meaningful life and business decisions. The post VIDEO: Mentorship and Navigating Meaningful Decisions appeared first on NobelBiz®.

Coaching 52

Coaching Consulting Consulting 52

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Beyond Philosophy

MAY 14, 2020

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. Ahearn’s background was in the insurance industry. Some do train, however. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 420

Consulting Consulting Personalization Accountability 420

Outsource Consultants

AUGUST 3, 2020

The travel industry has seen an otherwise busy vacation season stifled by the global COVID pandemic. And now that many customers are primed (and overdue) for some R&R, consumer expectations across the travel industry have never been higher. . Here’s how: Be Prepared for the Travel Industry Restart.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

CX Global Media

DECEMBER 28, 2017

Coaching is the #1 agent experience focus for 2018. He mentioned that in over 25 years of consulting, he learned, that we are pathetic at change. It’s that while you are implementing system and organizational changes you must train and coach your people. Do You Love the Industry Standard Being By the Seat of My Pants.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

JustCall

JANUARY 23, 2024

Notable features of the JustCall integration include call recording for improved coaching and best practices compliance; native sales dialer for optimizing outbound calling campaigns and lead engagement; SMS/text tools for convenient customer scheduling, reminder, promotional and other notification; and AI-based call analytics and call scoring.

Outbound sales 52

Outbound sales contact center solutions Contact Center SaaS 52

Beyond Philosophy

NOVEMBER 7, 2016

McDonald’s also has text-to-win sweepstakes to win tickets and sidelines passes, lunch with one of the Eagles team players, dinner with coaches, and more, all season long. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

ChurnZero

JANUARY 10, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. Reduced budgets sharpen employers’ appetite for niche experience. Last year, 63.3%

Coaching 52

Coaching Benchmark Consulting Consulting 52

Beyond Philosophy

NOVEMBER 11, 2014

Here are some great examples from different environments of working with natural tendencies to achieve a desired outcome: An American football coach named Tony Dungy propelled one of the worst teams in the NFL to the Super Bowl by focusing on how his players habitually reacted to on-field cues.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Outsource Consultants

AUGUST 7, 2023

In the BPO outsourcing industry, wage growth has made it next to impossible to find workers without added financial output. With this in mind, Outsource Consultants has come up with some innovative ways for you to cut costs related to customer support. This allows the QAS to focus on coaching instead of call review.

outsourcing 67

outsourcing Self service Call Center Chatbots 67

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Her reputation for mentoring, promoting collaboration, and resolving complex business issues has made her a sought-after consultant and speaker in the CX industry.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52