bold360 Blog

JANUARY 22, 2020

But focusing on better employee engagement can in turn lead to better customer engagement. And yes, we’re talking all employees. Frontline employees in stores and branches. Contact center employees answering calls and chats. More products and services mean more complexity for employees to handle.

Employee engagement 76

Employee engagement Customer Experience Technical Support Chatbots 76

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

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

COPC

JULY 23, 2021

“During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. No matter how good the technology is or processes one has, when the rubber hits the road, it is the person answering the phone call, email or chat that makes the difference. At COPC Inc.,

Employee engagement 52

Employee engagement Benchmark Surveys Government 52

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. Be open to improvisation, encourage agents when they successfully go off script and consult your employees for script revisions and updates to improve both employee engagement and customer satisfaction across your organization. .

Scripts 204

Scripts Customer Experience Employee engagement Best practices 204

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where: Available at the DMG Consulting online store. About DMG Consulting LLC. MEDIA ALERT.

Self service 48

Self service Consulting Consulting Enterprise 48

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Technology influences employees.

Employee engagement 60

Employee engagement outsourcing Call Center Answering services 60

CCNG

SEPTEMBER 23, 2020

Creating a seamless experience for our customers increases loyalty, decreases our costs and creates better employee engagement. Bob provides a unique perspective as a thought leader, consultant, practitioner and business partner in customer experience design and execution to help companies become easy to do business with.

CCNG 195

CCNG outsourcing Employee engagement Consulting 195

Taylor Reach Group

MARCH 13, 2018

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.

Consulting 59

Consulting Consulting Contact Center Employee engagement 59

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

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop.

Customer Service 208

Customer Service Airlines Employee engagement Morale 208

CCNG

OCTOBER 14, 2021

Our business requires us to be an expert in not just running a contact center but also recruitment, logistics, employee engagement, budgets and the evolving technology marketplace. I speak with a lot of vendors and technology firms. Where do you start? What is the place and value of the customer in your organization?

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

DMG Consulting

JULY 10, 2022

Aligning People, Process, and Technology: The Key to a Successful Contact Center. CONTACT CENTER executives dedicate a large amount of time and energy to managing their department’s technology, which is necessary, as it enables the delivery of an outstanding customer experience at scale. By Donna Fluss. The Resolution.

Contact Center 48

Contact Center Technology Coaching Consulting 48

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. As Customer Experience consultants, we believe in servant leadership.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Call Design

AUGUST 25, 2021

This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents. While gamification has only been around for a short time and used by large scale organisations, a growing wave of smaller workplaces appear to be adopting this technology in recent years.

Gamification 145

Gamification Employee engagement Surveys Consulting 145

Call Design

MAY 15, 2024

Call Design has built an international business focused on workforce optimisation solutions and is excited to work with ProHance to offer more advanced optimisation technology to the back office. Together, we’ll be able to provide customers with best-in-class technology but also unparalleled service and support.”

Enterprise 60

Enterprise Analytics Employee engagement Consulting 60

Real Blue Sky

NOVEMBER 21, 2023

Next, we explore the crucial role of employee engagement and retention, and how investing in your workforce can lead to a more satisfied customer base and propel brand growth. 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

Interaction Metrics

MAY 16, 2024

While market research examines everything from political polling to product price points, CX research firms focus on customer, employee, and company relationships. We combine the principles of science with cutting-edge technology to deliver specific, actionable insights. Read about this and register for a consulting session here.

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

Taylor Reach Group

JANUARY 17, 2020

When you do, chances are you’ll hear them opine about fair-wages, fair-scheduling, and fair-work environments – all of which are growing areas of discontent for front-line employees. Start by investing in the tools and technology your employees need to perform their jobs. Revitalize your contact center training program.

Contact Center 111

Contact Center Employee engagement Consulting Consulting 111

Beyond Philosophy

MAY 31, 2016

When examining the leverage employees can exert on customer states of mind, a few companies have learned that employees loyal to the company are also loyal to its brands—and are more likely to act as ambassadors in creating customer commitment and advocacy. Employee Engagement: Putting the Cart Before the Horse?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022 Top Contact Center Technology Investments.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

Lumoa

APRIL 28, 2024

You will need to reach out for a consultation first. Medallia charges for both “units” and “users”: Units are defined as named individuals in surveys but they do not have log-in privileges such as customer service agents or business consultants. Lumoa is the only provider that offers the same pricing no matter how many users you have.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Beyond Philosophy

OCTOBER 28, 2014

There are four common Systems areas that apply to this concept: Technology, Call Routing and Answering Customer Identification, and Mobility. Area #1: Technology. When there is technology deployed in a Naïve or Transactional organization, they are doing so to get the product to market as quickly as possible with fewer costs.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

JUNE 15, 2017

They grew up with technology and they have no issue with harnessing its power to get work done. If you haven’t already, incorporate new ways to collaborate with the team that take advantage of the perks technology affords us today. We also know that these employees are least likely to be Millennials.

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

Call Design

OCTOBER 12, 2022

Transport for NSW selected Alvaria Workforce as it offered the award-winning technology they required to keep their workforce productive and engaged. In order to take advantage of the superior forecasting, scheduling and monitoring capabilities available they chose the Alvaria WEM Suite.

Transportation 78

Transportation Management Employee engagement Consulting 78

Taylor Reach Group

SEPTEMBER 3, 2021

It’s easy for managers to justify lower wages for remote employees: no commute time or travel expenses, reduced stress, and improved work-life balance. But these “perks” only contribute to job satisfaction and employee engagement; they should not be viewed as a trade-off for fair and equitable compensation.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Taylor Reach Group

JANUARY 6, 2023

ChatGPT and real-world RPA applications will make these technologies more accessible to small and mid-sized centers. No, if centers need more, better, and more engaged frontline agents, then they will need to make frontline roles more attractive. Centers will continue to leverage AI and automation to reduce live-agent interactions.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. As a CX consultant with decades of experience in contact center solutions, Avtex has a unique viewpoint to the changing landscape of both CX and EX best practices.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

COPC

DECEMBER 1, 2022

This was the beginning of a long history of providing certification, training, and consulting services that help global organizations provide the highest levels of service to their end users.”. The committee continues to monitor potential necessary changes related to technology advancements and their impact on CX operations.

Best practices 70

Best practices outsourcing Employee engagement Metrics 70

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 Like what you’re reading?

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Beyond Philosophy

FEBRUARY 6, 2019

However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past. As Customer Experience consultants, we see this all the time.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Call Design

MAY 31, 2022

Philippe Lanoux, TSA Group Reporting and Analytics manager, said, “We needed a cloud solution that would integrate with our broader contact centre technology, and provide our staff with a tool that enables them to manage their schedules when out of the office.

Management 78

Management Finance Enterprise outsourcing 78

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. BF : Communication technology and societal attitudes continue to evolve at warp speed. Can you give me another example of how you’re using technology to improve the service you’re offering? Thanks Ben! Click To Tweet.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Taylor Reach Group

MAY 11, 2023

I also saw a lot of very interesting technologies. I was particularly impressed by some of the agent-assist capabilities and the real-time noise-canceling technologies. Leverage the technology you have today. Technology is a tool, not a solution. Examine what your technology can do and then implement it.

Contact Center 62

Contact Center Morale Consulting Consulting 62

Outsource Consultants

NOVEMBER 17, 2021

It emerged stronger than before, armed with a new arsenal of technology and procedures. The BPO industry, born on the cusp of a generation of incredible technological evolution, has always been challenged to keep pace with the rapid evolution of industries and their customers’ demands. The BPO industry didn’t just weather the storm.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

Fonolo

APRIL 1, 2021

This year, Jeremy says that the biggest overarching trend he’s seen is focus on the employee experience and how we treat agents and other staff members who have shifted to remote work. AI is another big topic — specifically, how new technology in this space can help contact centers create a seamless customer support journey.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142