CSM Magazine

SEPTEMBER 9, 2019

Andrea Belk Olson investigates the topic of customer personalization and explains how it can add depth to your customer relationship building. It’s really fascinating to speak with organizations about their personalization strategies. But is this really personalization?

Personalization 45

Personalization industry standards Customer centricity Coaching 45

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. Personalized Agent Training The adoption of digital gamification is a major component of this change.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

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. Ahearn says where people make a mistake is by trying to get the other person to like them.

Consulting 419

Consulting Consulting Personalization Accountability 419

Integrity Solutions

DECEMBER 20, 2023

We’re waiting for the other person to finish talking so we can tell them what we know. 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.

Sales 84

Sales Coaching Consulting Consulting 84

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

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

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

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

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 95

Enterprise SaaS Engineering Technical Support 95

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

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

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

Beyond Philosophy

JANUARY 28, 2015

Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. I would argue you should never be this person whether it’s your first 90 days or not! Personally, I value people who challenge me in a positive way… this means not just saying “Yes!”

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

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. Let me help?”.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Nicereply

MARCH 23, 2021

We’ve linked each person to their Twitter feed so you can follow them. Customer Service Experts, Writers, Consultants, and Influencers. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. When consulting employees about what you expect, Suttle says to explain why. Communicate.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

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

Beyond Philosophy

NOVEMBER 11, 2014

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Charles Duhigg is a staff writer for The Times and author of “ The Power of Habit: Why We Do What We Do in Life and Business. ”

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

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

Fonolo

OCTOBER 13, 2020

The last few years have seen several reassuring trends in the contact space industry. For an industry that relies on human resources, this paints a troubling picture. ” — Annette Franz , CEO of CXJourney , Official Forbes Coach, Keynote Speaker and Author. And executives were ready to spend money to solve it.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

Robert Davis

OCTOBER 22, 2019

Provide expert training, coaching, consulting and support. Our partnership with RCDA places global companies in the best position to quickly hire and assess the best talent in the call center industry (and other industries) in order to hire their next generation of leaders and grow their company to new heights,” he said.

Coaching 48

Coaching Call Center Consulting Consulting 48

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ShepHyken

DECEMBER 23, 2022

It can also improve the chatbot experience on websites and provide personalized content to customers based on their history. In the contact center, Generative AI can produce content for agent coaching. Phishing attacks, in particular, rose 61% in 2022, according to an annual study by Interisle Consulting Group.

Surveys 177

Surveys Education Enterprise Technology 177

Robert Davis

AUGUST 13, 2019

Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. Davis and Associates provide the most effortless and personalized omnichannel technology to companies looking to revolutionize customer communications in their industry.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

Beyond Philosophy

MARCH 28, 2019

Many years ago, I attended the Confederation of British Industries (CBI) conference in London. However, most of them are coaching sites, so I can see why he says it.). In my global Customer Experience consultancy, I have dealt with some companies who spend hours talking about the.001 Coping with Uncertainty in Business.

Management 359

Management Consulting Consulting Benchmark 359

TechSee

SEPTEMBER 7, 2021

Technicians in all industries need the tools and knowledge to correctly diagnose customers’ issues, and to repair and install parts and devices. Traditionally, companies have onboarded and trained new agents and technicians using one-on-one coaching or classroom-style role-playing. Quality Assurance. Onboarding & Training.

Technical Support 191

Technical Support Sales Upselling Technology 191

CX Global Media

JULY 12, 2019

Agent retention is a massive threat to the success of the contact center industry and common practices in the industry are fueling our poor retention performance. Over 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. Michael Replogle ??Vice

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

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.’ This would roughly equate to 12.5 years assuming 2.5

Self service 52

Self service Coaching Chatbots Analytics 52

Callminer

APRIL 21, 2020

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. Customer service is about finding a balance between efficiency and personalization…”.

Call Center 182

Call Center Management Scripts Coaching 182

Robert Davis

NOVEMBER 10, 2018

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Before supervisors can coach mastery, RCDA helps them become masters themselves. Press Release.

Contact Center 48

Contact Center Coaching Gamification Consulting 48

NobelBiz

OCTOBER 31, 2023

Join Brad as he explores the value of customer experience, personalization, and crucial metrics to navigate the ever-evolving landscape of customer service. This segmentation allows for personalized service, ensuring that customers feel valued and understood. Tune in now for an inspiring discussion! Don’t miss it!

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

Steve DiGioia

APRIL 7, 2016

It doesn’t matter what industry you are in. Address the customer’s needs personally, don’t pass it on unannounced or to the wrong person. Lynn Macfarlane has been deeply involved in new business development, recruitment and consultancy for most of her career. Let your customers know you care and value their business.

Customer Service 170

Customer Service Consulting Consulting Coaching 170

DMG Consulting

OCTOBER 6, 2023

Generative AI technologies utilized in contact center applications are primarily being trained using large language models (LLMs), which can contain generic training data (public LLMs), be more specific to an industry or company (private LLMs), or be a combination of both.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

Beyond Philosophy

JULY 29, 2019

It also helps if you don’t take everything personally. In our global Customer Experience consultancy, this concept is also true with clients. Beyond Philosophy’s latest Training Program Coaching & Advice helps you move forward with consultation that is customized for your specific needs. Do they want power?

Consulting 260

Consulting Consulting Morale Benchmark 260

CSM Magazine

OCTOBER 18, 2022

Calabrio continues to lead with innovative workforce performance solutions for the contact centre industry, developing functionality in AI-fueled analytics and agent engagement that tangibly simplify the complexity of customers’ operations and drive them to succeed. Over 90% of users rated Calabrio ONE 4 out of 5 stars or higher.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Being in the contact center industry for over 30 years, I have seen amazing advances in technology.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271