UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. Companies can use the same underlying application to handle questions on their website, voice self-service applications and chat applications, for example. Let’s be real. The title of this blog post is an important question that many executives are asking.

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

Fonolo

AUGUST 29, 2018

Annette Franz – Customer Experience Consultant, Speaker and Author. Jeanne Bliss – CCO Pioneer, Keynote Speaker, Author and Consultant. White Paper: CX Trends You Need to Watch in 2018. Are you removing the roadblocks towards their empowerment to fix what your customers are saying is broken?”.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. For example, are banking customers opening a certain type of account more often?

Banking 52

Banking Accountability CRM Consulting 52

UJET

NOVEMBER 16, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. Donna Fluss is president of DMG Consulting.

Contact Center 56

Contact Center Enterprise Consulting Consulting 56

Comm100

JANUARY 19, 2017

Here are some examples of apology letters for poor service, so that you will know what to do should your business need to respond to a similar situation. Strategic management consulting company, McKinsey, reported that 70% of buying experiences are based on how the customer feels they are being treated. Sincerely, Ashley W.

Customer Service 80

Customer Service Accountability Management Customer Support 80

UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. Companies can use the same underlying application to handle questions on their website, voice self-service applications and chat applications, for example. Let’s be real. The title of this blog post is an important question that many executives are asking.

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

Comm100

JANUARY 19, 2017

Here are some examples of apology letters for poor service, so that you will know what to do should your business need to respond to a similar situation. Strategic management consulting company, McKinsey, reported that 70% of buying experiences are based on how the customer feels they are being treated. Sincerely, Ashley W.

Customer Service 87

Customer Service Accountability Management Customer Support 87

Connecting the Dots

FEBRUARY 9, 2021

An Example Of a Good and a Bad Customer Onboarding Experience. For more information on onboarding, read our Customer Onboarding White Paper. Warning customers of possible problems is a major delighter and usually strengthens sales. Evaluate education and onboarding.

Education 62

Education Self service Consulting Consulting 62

Connecting the Dots

JUNE 16, 2021

An Example of a Totally Bad Experience with a Customer Onboarding Process. What Can We Conclude From These Examples of a Customer Onboarding Process? For more information on customer onboarding, read our White Paper (PDF). Also, over 40% of customers had opened the email, about 10 times their normal open rate.

Education 62

Education Self service Consulting Consulting 62

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. In Empathy in Action , co-authors Tony Bates, CEO of Genesys, and Natalie Petuohoff, Ph.D.,

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

DMG Consulting

FEBRUARY 12, 2019

Changes in handle time at a site level can help contact center leaders diagnose issues; for example, an increase may be caused by slower-than-normal system response time. For more information about KPIs and balanced scorecards, see DMG’s white paper: Top KPIs for Managing Customer Service, Sales and Collections Contact Centers.

Average Handle Time 59

Average Handle Time Contact Center Coaching Call Center 59

ConvergeOne

JANUARY 28, 2021

Facebook, who allowed subscriber data to be sold to a political consulting firm, Cambridge Analytica, without user consent. For example, a healthcare organization will collect data that pertains to you (Subject) and house it securely, with proper data access controls. The data was to be used for “academic research.”.

Government 105

Government Healthcare Accountability Personalization 105

ClearAction

DECEMBER 19, 2014

For example, in a human body, the pancreas is a relatively tiny organ, yet ignoring or removing it can be fatal. Customer Experience Strategy Consulting. Creating a shared vision among the entire C-team is an absolute must. Customer Experience ROI Trajectory. Don't Confuse CX Technology with Customer Experience Management.

Customer Experience 116

Customer Experience Consulting Consulting Management 116

Eptica

FEBRUARY 28, 2018

Patients who signed up to receive online consultations in the US then actually doubled the number of physical trips made to the doctors. To help brands better understand the need for both human agents and technology, Régine Vanheems has written a detailed white paper on the subject.

Customer Service 62

Customer Service Banking Self service Best practices 62

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Carol Tompkins is the Business Development Consultant at AccountsPortal. Examples would be: Selling products. Carol Tompkins. accountsportal.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Fonolo

JANUARY 14, 2020

Jeannie Walters is the Chief Customer Experience Investigator and founder of 360Connext, a global consulting firm specializing in the customer experience. . Despite her unorthodox beginnings, Marsha is a very well-known customer service consultant. This white paper explores key areas that are sure to shake up the industry.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Joe is the Business Development Consultant at My Trading Skills , with over 17,000 unique visitors per month. “My Lead by example. Joe Bailey.

Call Center 182

Call Center Management Scripts Coaching 182

Calabrio

JULY 29, 2016

Evaluating your agents’ longest or shortest calls, for example, can be useful in identifying service outliers and opportunities to coach agent behavior. Read this Calabrio sponsored white paper by DMG Consulting for best practices in analytics enabled quality assurance.

Contact Center 56

Contact Center Analytics Coaching Self service 56

LiveChat

OCTOBER 5, 2018

Along with eliminating clutter, white space also serves several other functional purposes: Increased readability. For this example, notice how Contently’s landing page form is separated from everything else so you can’t help but notice it: 4. Here, common MOFU offers include webinars and white papers. Improved focus.

Best practices 62

Best practices Real estate Education Advertising 62

8x8

JANUARY 3, 2018

If professional assistance is required there are many consultants that are familiar with CX strategy who can help, or one of the many CX-oriented companies that focus on creating imagery or graphical representations of the touchpoints.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

If professional assistance is required there are many consultants that are familiar with CX strategy who can help, or one of the many CX-oriented companies that focus on creating imagery or graphical representations of the touchpoints.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

If professional assistance is required there are many consultants that are familiar with CX strategy who can help, or one of the many CX-oriented companies that focus on creating imagery or graphical representations of the touchpoints.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

ConvergeOne

JANUARY 28, 2021

Facebook, who allowed subscriber data to be sold to a political consulting firm, Cambridge Analytica, without user consent. For example, a healthcare organization will collect data that pertains to you (Subject) and house it securely, with proper data access controls. The data was to be used for “academic research.”.

Government 40

Government Healthcare Accountability Personalization 40

delighted

AUGUST 23, 2019

With the number of customer experience consultants and enterprise software vendors out there preaching complete organizational transformation (and requiring extensive budgets), it can be easy to believe that launching a customer experience program is a giant undertaking. Is this about a white paper that they read? Conclusion.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

Callminer

MAY 11, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. A leader always leads by example. Ahmed Ali is an Outreach Consultant at Centriq. “A

Management 273

Management Customer Experience Customer Service Coaching 273

Horizon CX

JANUARY 6, 2020

I consider myself a very moderate person in my approach to life and business and especially within my current role as a customer experience consultant. In the article, Herve Laroche goes on to cite Southwest Airlines as a prime example of this as follows. I’m using the word “moderate” quite intentionally. Southwest Airlines Co.,

Airlines 40

Airlines Surveys Education Management 40

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. This year, the Financial Times recognized us as one of the best management consultancies for the fourth year in a row. My company had a significant birthday this year. rating on Apple Podcasts. Discover the time wasters.

Consulting 221

Consulting Consulting Finance Education 221

Callminer

APRIL 20, 2020

For example, if a hotel chain has anticipated growth and expansion in eastern Europe over the next five years, a localized call center in eastern Europe may be the best strategic location to deliver services based on infrastructure and language requirements.” Twitter: @cgsinc. ” – Keith R.

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286

Beyond Philosophy

OCTOBER 11, 2019

For example, if somebody puts a product into a box and doesn’t put enough packing into it and it arrives damaged, or it arrives to the wrong address, then, quite frankly, that’s as big a deal for us as if we just never answered the call when the customer was contacting us,” he says. All the change has presented new challenges.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Callminer

MARCH 6, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help your management team reduce agent turnover. Give me an example of a time you couldn’t solve a customer’s problem. Give me an example of a time you gave a customer great service.

Management 207

Management Customer Service Consulting Consulting 207

Integrity Solutions

MAY 24, 2023

Example: Are your salespeople learning how to ask questions that help their customers gain greater clarity around their problems? Solicit examples of these inner dialogues, exploring how they can be supportive and how they can be destructive. Do the questions expose the consequences of inaction and the benefits of change?

Sales 52

Sales Coaching Accountability Personalization 52

Callminer

MARCH 6, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help your management team reduce agent turnover. Give me an example of a time you couldn’t solve a customer’s problem. Give me an example of a time you gave a customer great service.

Management 182

Management Customer Service Consulting Consulting 182

Callminer

SEPTEMBER 23, 2020

For example, keeping them up to date is massively important, as there’s no point in having them if you don’t keep them up to date and act on them. Instead of looking like a pesky salesperson, you can appear like a reliable consultant ready to offer solutions to their predicaments.” Use tools that accommodate multiple channels.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Monet Software

DECEMBER 12, 2019

After some experience with a quality workforce management software solution, most analysts find that knowing what tomorrow will bring in the contact center isn’t much harder than consulting a weather app on their phone. To take a deeper dive, download our white paper. . “ Creating the Annual Forecast.

Call Center 71

Call Center Average Handle Time Contact Center call center software 71

Vonage

OCTOBER 2, 2017

Customer Service Consultant John R. For example, they may not be used to reading and reacting to writing samples or asking about social media experience. For more on this topic, read NewVoiceMedia's white paper, How to choose your channels: designing an omni-channel strategy. In his book, What’s The Secret?:

Customer Care 69

Customer Care Advertising Consulting Consulting 69

Vonage

SEPTEMBER 21, 2017

Customer Service Consultant John R. For example, they may not be used to reading and reacting to writing samples or asking about social media experience. For more on this topic, read NewVoiceMedia’s white paper, How to choose your channels: designing an omni-channel strategy. In his book, What’s The Secret?:

Customer Care 69

Customer Care Advertising Consulting Consulting 69

ChurnZero

SEPTEMBER 30, 2021

Q: What are examples of low-touch versus high-touch strategies? A high-touch experience may require, for example, that they designate someone to get training or certification. For example, I think of AWS. That will require more of a high-touch experience with more of the white-glove CSM. Q&A Recap.

Sales 52

Sales Education CRM Metrics 52