Consultative WFM

Contact Center Pipeline

A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the WFM analysts, I asked how their relationship was with the frontline leaders and reps on the call center floor. Silence.

Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.

How Contact Center Consultants Can Achieve On-Going Revenue and Engaged Customers

Taylor Reach Group

Objectives as a Contact Center Consultant. As a CX and Contact Center consultant, we need to be able to do a few things: 1) To continually have an on-going revenue stream. Snapshotz helps Call Center Consultants achieve all 3 of the above-mentioned objectives. The Snapshotz tool allows consultants to assess the organization and Contact Center in just 1-2 days. How Does Snapshotz Online Benefit the Contact Center Consultant? Snapshotz Pricing For Consultants.

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report

DMG

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. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

DMG

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. Where: Available at the DMG Consulting online store. After more than 20 years of little innovation, the WFM vendors are waking up, and there are significant changes in this sector,” said Donna Fluss, president of DMG Consulting.

Want to exceed expectations in your contact center? Have your supervisors put their primary focus on coaching and development

Robert Davis

Resources call center operations call center training contact center training customer contact center consulting customer contact center sales Customer Contact Centers revenue growth training and coaching value of coachingBy Brad Baumunk , COO. It is hard to believe it is 2018.

Increasing Costs in the Contact Center Due to Increased Efficiency

Taylor Reach Group

AHT Call Center Consulting Call Center Performance Contact Center Contact center consulting Forecasting Forecasting- WFMBy: Turaj Seyrafiaan. A few years back, I meet with a potential client. During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing.

Major Retailer Appoints Taylor Reach Group to Design Contact Center Operating Model

Taylor Reach Group

CX and Contact Center Consulting firm working with major retailer to establish the most cost-effective, customer experience focused operational model for the Contact Center. a globally recognized CX and Contact Center consulting firm, announced today that they are working with a major North American retailer to redesign their Contact Center operating model. Established in 2003, Taylor Reach Group is an internationally acknowledged and leading CX and Contact Center consulting firm.

Using a Self Serve Approach for Contact Center Assessments

Taylor Reach Group

This is where consultants and consulting firms , such as Taylor Reach Group (TRG), are able to assist. Consultants can validate data being entered into Snapshotz, either on a sample or comprehensive basis. When TRG performs Contact Center assessments, coupled with Snapshotz analysis, our consultants actually go on site to validify the data-points that Snapshotz addresses. This is the benefit of using consultants.

With customer experience design, functional is good. But don’t stop there – by Beth Richardson

ijgolding

She will be supporting all aspects of consultancy and training delivery in the coming months – we are very lucky to have her!! “Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently.

4 Contact Center Reports to Start Off Your Year

Fonolo

Who wrote it: DMG Consulting, sponsored by Serenova. Call Center Customer Experience Customer Service chatbot-support cloud-based-contact-center contact-center-reports customer-care dmg-consulting omni-channel

Drive to 15 – How Minimum Wage Increases Will Impact Businessess & Contact Centers

Taylor Reach Group

Call centre consulting Contact Center Contact center consulting Economic Development News Ontario Minimum Wage Opinion Telecommunications UncategorizedDrive to $15 - How Minimum Wage Increases Will Impact Businesses & Contact Centers.

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement There are many philosophies out there.

Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3

Taylor Reach Group

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Garry Schultz – Senior Consultant - Ottawa. Turaj Seyrafiaan– Senior Consultant - Toronto. Peter Elliot – Senior Consultant – Europe.

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

4 Actions to Exceed Customer Expectations

Beyond Philosophy

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience management Customer Experience Program customer experiences Customer Loyalty customer satisfaction Emotional Signature Market Research Moment Mapping Naive to Natural Net Promoter Score Retail Customer Experience Thought Leadership

Taylor Reach Group Working with Major Veterinary Hospital on Telephony Sourcing Project

Taylor Reach Group

TRG), a globally recognized consulting firm focused on optimizing clients’ Contact Centers and Customer Experience (CX), today announced they are working with one of the largest veterinary hospital organizations in the United States and Canada. established in 2003, is a globally recognized Call Center, Contact Center and Customer Experience consulting firm. Toronto, ON – December 5, 2017 – The Taylor Reach Group, Inc.

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report

DMG

DMG Consulting Releases 2017 – 2018 Workforce Optimization 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. It’s going to be an interesting 3 – 5 years for the WFO sector as it undergoes a major shake-out,” says Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC.

Hiring the Best Contact Center Agents through Candidate Experience

Call Center Coach

Interviews Candidate Experience ICMI Expo Shaker Consulting Group Tim KennedyHiring the best contact center agent is getting more complex with each passing year.

The Secret Weapon for Call Centers

Taylor Reach Group

Call Center Consulting Forecasting Forecasting- WFMBy: John Cockerill. Regardless of the size of the Call Center(s), you have this in your arsenal. It can be a tool of massive value. Be careful how it gets used.

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report

DMG

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. The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC.

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share 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. said Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC. 11/1/2017. WFO market is contracting; future is in the cloud.

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements.

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report

DMG

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. The opportunities and benefits are substantial for speech analytics vendors and the companies that use these solutions,” said Donna Fluss, President of DMG Consulting LLC.

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation.

B2C 24

BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM: MEASUREMENT PROCESS

Sikorski's Think Abouts

Warmest regards, Laura Sikorski – Independent Call Center Consultant. The measurement process should take into account all customer interactions – Voice, Email, Chat, Social Media, ++. Side-By-Side Monitoring. Sitting next to the Agent & “Double Jacking” into the telephone set.

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report

DMG

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop 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. 8/22/2017.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop 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. 8/22/2017.

Book Review – Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

ijgolding

The book is written by Carolyn Blunt (Managing Director of Real Results ) and Martin Hill-Wilson (Founder of Brainfood Consulting ). It is impossible to ignore the fact that customer service has gone all social on us.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2017 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. The market desperately needs new self-service technology that is more accurate, personalized and responsive to customers’ needs,” said Donna Fluss, President of DMG Consulting.

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report

DMG

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share 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. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

You don’t have to do it alone (the value of asking for the right help)

Robert Davis

By Lisa Pustelak , RCDA Senior Consultant. Lastly, seek help from a coach or consultant in your field. It’s the last day of the month, and as a bonus, it’s also the end of the quarter.

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

3 Examples of Change for the Better in Airlines

Beyond Philosophy

Blogs Customer Retention CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience industry Customer Loyalty Customer Management Customer Mirrors customer satisfaction Emotional Experience employee engagement Employee Experience Events & News Net Promoter Score subconscious experience

6 Steps to a Great Apology

Beyond Philosophy

Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online.

3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too.