Outsource Consultants

MARCH 27, 2024

As Women’s History Month comes to a close, Outsource Consultants wants to celebrate the incredible women leading the call center industry. Women have always been a driving force behind call center excellence, ( 71% of global employees are women ) — but this representation has not scaled as quickly at the ownership level.

Call Center 67

Call Center Government outsourcing call center workforce 67

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

Beyond Philosophy

NOVEMBER 12, 2015

If you read my rude title, you will be disappointed to discover that I don’t think you are pathetic, but a new scientific study proves being rude to someone is contagious. The study by researchers at the University of Florida showed that during a negotiation exercise when one of the participants was rude, it offended their partner.

Consulting 368

Consulting Consulting Employee engagement Customer Experience 368

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. I have a whole post that looks into this relationship in more detail.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Taylor Reach Group

JUNE 12, 2020

One day a young person told us she’d been in college studying German. “Oh,” Perhaps it was good she was leaving her studies for a full time English-speaking job. Employee engagement begins with connections and using people’s names is the first step to making those lasting connections. meaning, “Do you speak German?”

Employee engagement 134

Employee engagement Consulting Consulting Personalization 134

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. HR execs and consultants would say that what is needed is a higher level of employee engagement.

Employee engagement 171

Employee engagement Customer advocacy Consulting Consulting 171

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Take note of Goldstein’s point and ensure your company culture and employee engagement is all it could be. Case Study: Enhance Your CX with This Technology. What about your company?

Technology 332

Technology Consulting Consulting Customer emotions 332

Beyond Philosophy

MAY 31, 2016

The extent of their role and impact needs to be better understood, but employee satisfaction isn’t the best way to do it. Industrial psychologists and organizational behaviorists have been studying employee satisfaction for more than 30 years. Employee Engagement: Putting the Cart Before the Horse?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

OCTOBER 29, 2014

Some studies suggest that losses are twice as powerful, psychologically, as gains… Note that whether a transaction is framed as a loss or as a gain is very important to this calculation: would you rather get a $5 discount, or avoid a $5 surcharge? The same change in price framed differently has a significant effect on consumer behavior….

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

NOVEMBER 11, 2014

One study from Duke University estimated that habits shape 45 percent of the choices we make every day, not conscious decision making as you might have thought. This statement from the psychologists Townsend and Bever captures one of the great truisms of human behaviour – and one of the great challenges for marketers.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Real Blue Sky

NOVEMBER 21, 2023

A seminal study by Bain & Company underscores this, revealing that a mere 5% increase in customer retention can result in profit boosts ranging from 25% to a staggering 95%. Fostering a Positive Work Culture A positive work culture is another cornerstone of employee engagement.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Beyond Philosophy

JUNE 15, 2017

No, it doesn’t involve a trophy, but it does require a new approach, much like it does for engaging Millennials in a Customer Experience. Here are three things you can do today to try to engage your millennial employees: Communicate how their work matters. We also know that these employees are least likely to be Millennials.

Employee engagement 365

Employee engagement Consulting Consulting Customer Experience 365

DMG Consulting

FEBRUARY 19, 2024

Cultivating Employee Satisfaction and Engagement View this article on the publisher’s website Employee satisfaction/engagement has decreased tremendously in the past few years. Many recent employee job satisfaction studies reflect a growing level of unhappiness among the U.S. job satisfaction is up.

Contact Center 48

Contact Center Consulting Consulting Analytics 48

Beyond Philosophy

FEBRUARY 27, 2017

Start by engaging the employees. In our customer experience consultancy, we’ve found that there’s often little connection between the concept of employee loyalty and customer loyalty, and that’s a big mistake. Researchers have found that an engaged employee is essential to success in the global economy.

Chief Customer Officer 334

Chief Customer Officer Airlines Morale Employee engagement 334

Beyond Philosophy

JULY 24, 2017

And thus began an excellent case study in how NOT to treat your customers. Improve your employee engagement and your subsequent customer experience. Register now for our FREE webinar ‘Employee Ambassadorship: Realizing and optimizing stakeholder value’ on August 10th. The post Unbelievable!

Employee engagement 278

Employee engagement Finance Sales Consulting 278

Horizon CX

APRIL 1, 2024

Employee engagement: Employees are empowered to deliver a positive customer experience. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. There are several CX maturity models available, and many CX consultancies offer CX maturity assessments.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

ShepHyken

MARCH 1, 2022

Shep Hyken interviews Chris Wallace, Co-Founder and President of InnerView , a marketing consulting firm that helps companies align their brand and product stories with their customer-facing teams. Does Your Frontline Team Believe in Your Brand? The Gap Between Your Marketing Message and Frontline Teams. New York Times ?

Consulting 161

Consulting Consulting Marketing Feedback 161

Beyond Philosophy

NOVEMBER 14, 2017

Richard Branson and Herb Kelleher never studied HR theory or staff management principles. Southwest well understands that guiding purpose, vision, mission, and values at most organizations are little more than words and concepts typically pushed by the CEO and HR or injected by employee engagement consultants.

Airlines 218

Airlines Consulting Consulting Enterprise 218

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Companies planning to embrace the hybrid workforce will have to consider more than just office space and the employee experience.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

COPC

MAY 31, 2022

They also merit increasing employee engagement initiatives. The newfound agility would create opportunities for identifying niche areas for further, more specialized study. consultant gives a detailed report with supporting analysis after the initial assessment. consultants do another assessment. A COPC Inc.

Best practices 102

Best practices Customer Experience outsourcing Consulting 102

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. If your organization has an unhealthy employee experience, meaning there is no trust and departments aren’t talking to each other, etc., then it will reflect in your employee’s behavior towards customers.

Customer Service 288

Customer Service Airlines Best practices Consulting 288

Fonolo

APRIL 1, 2021

As President & Principal Analyst at COMMfusion , Blair provides analysis and consulting services to industry leaders and has authored many highly acclaimed studies on the subject. Peter Ryan is a renowned BPO consultant who has been at the forefront of the services industry for over a decade.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

CCNG

MARCH 30, 2022

This can also impact employee engagement and retention. Human behavior When they first told me about this, I knew from studying human behavior in contact centers for years that it would not work. A Fortune 500 company launches their management cadence I have seen a well-known Fortune 500 company utilize this concept.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Taylor Reach Group

MARCH 20, 2020

Yet not dealing with mental health concerns are bad for business, not just in terms of absenteeism, but also in terms of reduced employee engagement and reduced productivity. Investing in supporting our employees who struggle with mental health makes good business sense.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Fonolo

JANUARY 18, 2022

Our review of the past year showed increased customer expectations, innovation in contact center technology, development of safe work environments, and employee engagements – all good indicators that contact centers are more resilient than before. ” – Nerys Corfield, Director of Injection Consulting.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

Taylor Reach Group

DECEMBER 11, 2019

Studies have indicated that in order for an employee to reach optimum performance, three major factors must be considered and addressed: Skills. An environment and opportunity to continuously improve individual performance will keep the employees engaged and loyal to the organization. Motivation and Incentives.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

aircall

JANUARY 5, 2022

This might have worked in the past, but organizations can significantly improve their ability to retain top tech talent by reimagining how the employee journey begins. As consulting firm Korn Ferry points out, asking candidates to perform technical tests might cost them time and, ultimately, the talent they want most.

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

COPC

MAY 31, 2022

They also merit increasing employee engagement initiatives. The newfound agility would create opportunities for identifying niche areas for further, more specialized study. consultant gives a detailed report with supporting analysis after the initial assessment. consultants do another assessment. A COPC Inc.

Best practices 52

Best practices outsourcing Consulting Consulting 52

ProProfs Blog

APRIL 5, 2019

A study by the Boston Consulting Group showed that companies that followed a data-driven approach to decision making could expect an increase of 20-30% in their earnings. HR teams can follow a similar path when it comes to talent acquisition, employee engagement , and employee retention.

Surveys 122

Surveys Upselling Employee engagement Sales 122

DMG Consulting

JANUARY 20, 2022

When the pandemic hit, companies sent their employees home to work. Ongoing studies of the impact of work-from-home (WFH) on the productivity of contact center employees generally show positive results, where agents are at least as effective as they were when working in the office.

Enterprise 54

Enterprise Contact Center Employee engagement Virtual Agent 54

Taylor Reach Group

NOVEMBER 26, 2019

While competitive wages and low unemployment rates may be a contributing factor to employee retention, do not underestimate the impact of management. Studies show that about 20 percent of employee turnover happens in the first 90 days of employment, so be sure to gather this feedback early from your new hires.

Contact Center 98

Contact Center Morale Consulting Consulting 98

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

ijgolding

FEBRUARY 5, 2018

Although I was studying accounting and finance at the time, I started out in sales and marketing. I became a marketing consultant!! Linden consulted with many CEOs to determine if a measurement tool like this would be of interest – thankfully the feedback was extremely positive! Tell me a little about your background?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

Connecting the Dots

MAY 4, 2017

and Strategic Customer Service, identifies the false assumptions many companies operate under regarding employee retention and the impact on service quality, the causes of employee unhappiness, and strategies for how to present the case for agent engagement to the CFO and get buy-in.

Employee engagement 48

Employee engagement Consulting Consulting Customer Care 48

CX Journey

MARCH 17, 2016

Discover the importance of employee engagement and happiness in driving customer delight. The Connection between Employee Engagement and Customer Satisfaction On a logical level, you can probably already see the connection between employee engagement and customer satisfaction.

Employee engagement 52

Employee engagement Inbound sales Surveys Feedback 52

Taylor Reach Group

JANUARY 15, 2020

The front-line employees know the most about the customers—they’re the ones dealing directly with them! But insecure leaders remain in their offices, studying spreadsheets and reports, never asking the questions whose answers could be worth more than any market research money can buy.

Consulting 109

Consulting Consulting Contact Center Customer Experience 109

Taylor Reach Group

AUGUST 20, 2020

The same Taylor Reach Group research study of contact centre operators noted above also showed only 23% of agents were Work-From-Home prior to the Covid-19 crisis and increased to 87% of agents working from home at the end of May. Follow Taylor Reach on Twitter at @Taylor_Reach.

Consulting 120

Consulting Consulting Technology Service level 120