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. Thinking I had not expressed myself clearly enough, I reworded my […]. Workforce Management call center communication contact center managing conflict WFM workforce management

Consulting is dead.

Waterfield Technologies

When people hear the term “consultant” in a meeting, some laugh. The post Consulting is dead. Blog Consulting Customer ExperienceSome cringe. Some might even roll their eyes. I freely admit I used to be one of those people. […]. appeared first on Waterfield Technologies.

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6 Thought Leadership Strategies for Independent Consultants

ShepHyken

Utilize thought leadership in your consulting business with these 6 strategies

Financial Institution Appoints Contact Center Consultancy

Taylor Reach Group

Major Financial Institution Upgrading CX and Contact Center Technology with Consultancy Advice via The Taylor Reach Group, Inc. Vendor agnostic, Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. The consulting firm has helped companies across various verticals, to source telephony platforms, IVR platforms and services, workforce management, email management, chat management, SMS and CRM solutions. “As

Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. The primary takeaway? Forrester found only 1.2% of companies achieved a score indicating maturity in data management practices. However, organizations are fighting back - and winning.

How to Create A Financial Times Award-Winning Consultancy from Scratch

Beyond Philosophy

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. Remember that consultants are the first to go in a recession.

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040

DMG Consulting

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. 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.

Process Consulting Services

TELUS International

General

Taylor Reach Welcomes CX and Contact Center Industry Leader Steve Edmondson as Strategic Partner and Consultant

Taylor Reach Group

Industry-leading Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. TRG), is continuing its forward momentum and growth with the addition of strategic partner and consultant, Steve Edmondson. this week announced the addition of Steve Edmondson to the globally recognized consulting firm. “We’re A global Contact Center, Call Center, and Customer Experience consulting firm.

Start Your Online Consulting Business With Only 500 Calling Minutes

VirtualPBX

You can make headway today in starting your own consulting business on the side. And more than anything, it gives your consulting business a necessary outlet for reaching your clients. Let’s see how a Business Phone Plan can meet the criteria for your consulting business checklist.

3 Must-Haves on the Path to a Better Customer Journey

Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8

Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.

Outsource Consultants Makes 2019 Inc. 5000 List

Outsource Consultants

Call center advisory firm Outsource Consultants, LLC is making its first appearance on the list, debuting at #1281 with an impressive 321% 3-year growth rate. Outsource Consultants is honored and excited by this recognition. Outsource Consultants is a call center referral and advisory firm that helps companies find the best high-performing outsource call centers and cloud-based contact center solutions. The post Outsource Consultants Makes 2019 Inc.

Press Release: Leading BPO reaches out to CX and Contact Center consulting firm for assistance in improving agent retention

Taylor Reach Group

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. Established in 2003, Taylor Reach Group is a globally recognized Contact Center and Customer Experience consulting firm, specializing in sourcing strategies , customer experience, customer service/support , and Contact Center assessments.

Executive Talk: Kathleen Peterson, PowerHouse Consulting

Contact Center Pipeline

Kathleen Peterson is Chief Vision Officer for PowerHouse Consulting. Kathleen shares her insights on contact center strategies that help promote and elevate our “power” within our organizations. She explains our opportunities, our “currency” we collect in our centers, why we are an asset and how we have the right to have a seat at the […]. Leadership Video call center contact center contact center strategies leadership

Patient Support organization receives expert Contact Center Strategy Assessment from leading consultancy

Taylor Reach Group

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. Taylor Reach’s consultants, each with over 20 years of Contact Center expertise, completed on-site analysis, auditing and stakeholder interviews at each of the client’s call centers.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

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???????? Teleopti ???????? ?????? ?? ??????????? ??????????? ??????, ???????????? DMG Consulting ? ??????? ??????? ??? ?????????? ??????????

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DMG Consulting LLC, ??????? ????????????? ? ?????????????? ???????? ? ????? ???????-???????, ??? ??????????????????? ? ???????? ?????? ???????? Teleopti ???????? ????????? ??????? ?? ?????? ?????? ????????????????? ???????? ???????? ???????????? 2015-2016 Workforce Management Product and Market Report. ???? ????? ???????? ? ???? ????????????? ????? ?? ?????? ????????????????? ????????? 9 ???????? ? ????? ?????????? ?????????? WFM) ?? 11 ?????????? ?????????? ?

Press Release: Stock transfer firm selects Contact Center Consultancy to develop roadmap to improve customer experience

Taylor Reach Group

Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. The consultancy will conduct an essential health check of the firm’s customer experiences and Contact Center operations. “We Taylor Reach Group is a globally recognized Contact Center and Customer Experience consulting firm specializing in sourcing strategies , customer experience, customer service/support, and Contact Center assessments.

Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.

The (Consultant-Approved) Customer Service Diet

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Instead of pointing out what to do to improve your customer service (my usual mode of operations as a customer service consultant), today I’m going to point out the actions and mindsets that, if removed from your repertoire, will go a long way toward creating customer service excellence.

NobelBiz Announces It Is Seeking Telephony Sales Consultant

NobelBiz

NobelBiz, Hosted Contact Center division, announces it is seeking the finest telephony sales consultant in the industry to sell the best omni cloud system. The post NobelBiz Announces It Is Seeking Telephony Sales Consultant appeared first on NobelBiz®.

Outsource Consultants Makes Inc. 5000 List for the Second Year in a Row

Outsource Consultants

Call center advisory firm Outsource Consultants, LLC appears on the list for the second year in a row at #1751 overall and #169 in the Midwest, due to an impressive 244% 3-year growth rate. The post Outsource Consultants Makes Inc. Saint Louis Park, MN, August 18, 2020 – Inc.

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.

Tips for Managing a Remote Team

Speaker: Gary Magenta and Rashel Rogers

Listen to this live replay of a recently recorded webinar as Root consultants Gary Magenta and Rashel Rogers guide a discussion around your crisis communication plan, now in full effect. You hit “send” on your company wide email outlining new restrictions and protocols, but a question remains. Who will bring this new reality to life? Your managers.

Contact Center Consultancy Assists Financial Services Leader in Outsource Selection

Taylor Reach Group

Call Center and CX consultancy, The Taylor Reach Group, will be assisting their client with Outsource vendor selection . Customer Experience and Contact Center consultancy, The Taylor Reach Group Inc., (TRG) Established in 2003, TRG, is vendor agnostic has provided consulting advice to thousands of Contact Center of all sizes, across all verticals. Call Center Consulting Call centre consulting Outsourcing Press Release Sourcing The Taylor Reach Group

VIDEO: Employee Experience from a Consultant Expert, with Christa Heibel

NobelBiz

In episode 4, we talk with Christa Heibel, Founder & CEO of CH Consulting about how she manages to consult businesses in the call center industry in times of crisis. The post VIDEO: Employee Experience from a Consultant Expert, with Christa Heibel appeared first on NobelBiz®. This is First Contact: Stories of the Call Center.

CX and Contact Center Consultancy Assisting Major Retailer in Implementation of a New Service Model

Taylor Reach Group

The Taylor Reach Group, Inc, (TRG), a globally recognized Contact Center and Customer Experience (CX) consulting organization, today announced that they are working with one of the country’s, largest retailers, to establish a new service model within the retailer’s Contact Center. The consultancy will conduct workflow mapping including customer documentation and CX expectations, customer on-boarding, hiring and recruiting, basic training, volume and staff forecasting and scheduling.

How to Create A Financial Times Award-Winning Consultancy from Scratch

Beyond Philosophy

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. Remember that consultants are the first to go in a recession.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

DMG Consulting 2017 WFM ?????Teleopti ????????????

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DMG Consulting LLC ??? ????? (WFM) ????????? Teleopti ?????? 2017 WFM Product and Market Report??2017 2017 ??????????????????????Teleopti Teleopti ????????????????? Teleopti ?????? DMG ???????

Incentives and your Customer Experience

Taylor Reach Group

To find out more about how Taylor Reach can help your company with incentive programs and the customer experience, CLICK HERE to schedule a free consultation. By Colin Taylor. “Make your employees happy and they will make your customers happy.”

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services

ChurnZero

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. Up to two additional hours of digital Customer Success consulting. The post ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services appeared first on ChurnZero.

Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program

Taylor Reach Group

Customer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., a globally acknowledged and leading Contact Center and Customer Engagement consulting agency, announced today that they have secured a Contact Center Agent Training Re-Design agreement with one of Canada’s largest, licensed Medical Marijuana Producers. is designing an Agent On-Boarding Training Curriculum. TORONTO (PRWEB)March 13, 2018. The Taylor Reach Group, Inc.,

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

consulting too few sources. consulting with over 1,000 C-Suite. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 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. About DMG Consulting LLC.

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Interaction 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. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

Customer Service Consultant: 7 Ways To Make (Immediate) Customer Service Improvement

Micah Solomon

Which is why, in customer service consulting and among customer experience consultants, we always recommend you first work on getting your framework right, before going forward and attacking the details. Micah Solomon is a customer service consultant, customer experience consultant, speaker and the bestselling author most recently of High-Tech, High-Touch Customer Service.

CX and Contact Center Consultancy to Conduct a Strategic Assessment of Major Medical Imaging Client

Taylor Reach Group

Taylor Reach’s expert consultants will conduct on-site analysis coupled with implementation of a Call Center audit tool which will benchmark the center across 8 categories, 29 sub-categories, 700+ data points and against 2500+ other Contact Centers in order to establish a best-in-class comparison. “We established in 2003, is a globally recognized Call Center, Contact Center and Customer Experience consulting firm.