DMG Consulting

APRIL 19, 2023

AI technologies are enabling smart applications that invite agents to request their own schedules, shift swaps, work hours, or time-off,” said Donna Fluss, President of DMG Consulting. To order your copy of the Report, visit dmgconsult.com.

Consulting 48

Consulting Consulting Enterprise Marketing 48

Fonolo

APRIL 1, 2021

Jeremy Watkin is a contact center industry leader with over two decades of experience. 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. Personality types and profiles are very important.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. As an industry, real estate, and property management in particular, is often viewed by consumers as being very “old school” and “behind the times”. Guest post by Ben Motteram This original article was written by Steve DiGioia.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

aircall

JANUARY 6, 2022

Consultative selling, also known as needs-based selling, is a sales tactic in which the seller acts primarily as an advisor, focused on helping a prospect solve one or more critical business issues. But achieving that outcome requires three critical elements and a fair amount of practice: Advanced product and industry knowledge.

Consulting 62

Consulting Consulting Sales Analytics 62

TechSee

APRIL 4, 2023

The key to the best customer service in the home building industry is using available technology. This was true 50 years ago when a person could call a 1-800 number and get connected to the service center for free and tell the operator about their problem. Interested?

Customer Service 109

Customer Service Customer Care Technology outsourcing 109

Fonolo

JANUARY 18, 2022

The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! Industry Report: State of the Contact Center 2022. We asked industry leaders and CX experts their thoughts on the past year and their predictions for what contact center professionals can expect this year.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

Steve DiGioia

DECEMBER 5, 2016

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. I also think that companies should require leaders to spend time answering calls and dealing personally with customer issues. The solution is to keep customers “front and center” for leaders and everyone else. Grant Cardone.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

DMG Consulting

JULY 20, 2022

DMG Consulting Releases 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share 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 .

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Outsource Consultants

DECEMBER 14, 2020

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020?

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

JustCall

AUGUST 8, 2023

In the last few years, artificial intelligence (AI) has taken over operations in several industries. In an industry that runs primarily on the manual skill of doctors, nurses, and other healthcare workers, AI technology has integrated seamlessly into crucial procedures to ensure scaling and optimization. Healthcare is not far behind.

Healthcare 52

Healthcare Chatbots Self service Consulting 52

DMG Consulting

FEBRUARY 14, 2022

DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers. 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 . MEDIA ALERT.

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48

Beyond Philosophy

DECEMBER 3, 2022

If you gave $100 to a poor person and a millionaire, it would have completely different effects on their daily lives. While the millionaire would be polite and appreciative of the extra cash, the poor person would feel the difference made by the money far more. Diminishing sensitivity can be seen across many different industries.

Consulting 195

Consulting Consulting Surveys Personalization 195

CSM Magazine

SEPTEMBER 9, 2019

Andrea Belk Olson investigates the topic of customer personalization and explains how it can add depth to your customer relationship building. It’s really fascinating to speak with organizations about their personalization strategies. But is this really personalization?

Personalization 45

Personalization industry standards Customer centricity Coaching 45

The Northridge Group

MARCH 8, 2024

Kelsey earned a degree in economics and later worked at a marketing agency before coming to NRG as a Consultant. I think there’s an overwhelming sense at my previous job that the client came first no matter what, even if that meant your personal life suffered. All of this helps me be a better person and helps in my career.

Consulting 135

Consulting Consulting Telecommunications Advertising 135

COPC

APRIL 1, 2024

At the same time, the digital ecosystem is broadening the scope and impact of these technologies across various industries. Personalized Agent Training The adoption of digital gamification is a major component of this change. This method offers a more personalized and adaptable training experience.

Customer Experience 91

Customer Experience Gamification Benchmark Chatbots 91

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. I was one of the few who had the challenge of working in diverse and tangent industries.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

HGS

MAY 22, 2018

3 Ways Healthcare Engagement Models Differ from Other Industries. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Unlike retail and other industries, the healthcare industry presents a complex lifecycle of stakeholders with financial impacts.

Healthcare 100

Healthcare B2C Government Analytics 100

CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. You encountered a chatbot that was clueless about what you were inquiring about, one that couldn’t refer you to a “live person” because they weren’t available. No consultants. What research do I have to prove my point, you may ask? Accurately.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences.

Feedback 83

Feedback Consulting Consulting Enterprise 83

CCNG

MARCH 23, 2022

?Those working in the call center industry find themselves in an interesting situation. Another development in the call center industry is the level of interconnection between what used to be a self-contained call center to all the other areas of a business, including sales and support.

CCNG 195

CCNG Call Center Education Self service 195

Education Services Group

FEBRUARY 22, 2022

The Customer Success industry is coming into its own. Sheik and Anita wrote a new paper: Executive Communication: A CS Leader’s Guide on Presenting to Personality Types that I definitely encourage you to read, if you haven’t already. The best methods to determine your leadership’s personality types. But, uh, wait a minute.

Personalization 52

Personalization Consulting Consulting Enterprise 52

Connecting the Dots

JULY 17, 2018

Customer Care Measurement & Consulting has partnered with Medallia, a leading customer experience software firm, to fortify its mission of ensuring companies receive substantial return on their customer experience investments. Medallia has offices in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, and Tel Aviv.

Consulting 48

Consulting Consulting Customer Care Feedback 48

Connecting the Dots

JULY 17, 2018

Customer Care Measurement & Consulting has partnered with Medallia, a leading customer experience software firm, to fortify its mission of ensuring companies receive substantial return on their customer experience investments. Medallia has offices in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, and Tel Aviv.

Consulting 48

Consulting Consulting Customer Care Feedback 48

ShepHyken

SEPTEMBER 4, 2023

Boston Consulting surveyed 200,000 workers across the globe to find what motivates them the most. Great leadership requires humility and putting the team’s needs above personal ego. Quotes: “Empathy is a billion-dollar industry. Acknowledgment is the top motivator for workers, even more than pay.

Employee engagement 209

Employee engagement Surveys Consulting Consulting 209

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 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. About DMG Consulting LLC.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

Liveops

MAY 3, 2019

With two-thirds of working Americans anticipated to take part in the gig economy in less than 10 years, the uber-traditional industry of insurance is making inroads into this paradigm. In the gig economy, there are all kinds of challenges in navigating liabilities and industry giants are assessing how to respond.

Enterprise 85

Enterprise Surveys Consulting Consulting 85

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center 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.

Consulting 48

Consulting Consulting Contact Center Analytics 48

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. First of all, thanks for having me. Really looking forward to this.

Consulting 52

Consulting Consulting Best practices outsourcing 52

ShepHyken

AUGUST 19, 2022

If these agents are completing calls successfully when improvising, it is worthwhile for managers to not only encourage this behavior but to listen to what these agents are saying and consult them when creating scripts. . Involving your agents in script writing, whether they are in person or remote, improves their confidence and buy-in.

Scripts 198

Scripts Customer Experience Employee engagement Best practices 198

ShepHyken

SEPTEMBER 24, 2023

Of course, there’s no way to know for sure how another person feels, but everything — from providing customer service to helping members find what they’re looking for — seems to come easier to Costco employees. But honoring is bottom line about how a person is treated. His take on this problem is worth reading.

Customer Service 172

Customer Service Morale Surveys Consulting 172

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 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. About DMG Consulting LLC.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Beyond Philosophy

MAY 14, 2020

Ahearn’s background was in the insurance industry. So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask. Ahearn says where people make a mistake is by trying to get the other person to like them. You want them to go in and clean their room.

Consulting 419

Consulting Consulting Personalization Accountability 419

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 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. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Analytics Marketing 48

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

JANUARY 4, 2022

Some types of industries buy into the customer relationship concept more than others. My global Customer Experience consultancy did some work with a water utility in the U.K., Stories will help solidify it and best practices from other organizations in their industry. You need to spend time with your customers in person.

Engineering 221

Engineering Consulting Consulting Best practices 221

Beyond Philosophy

APRIL 20, 2023

So, in my hasty decision to switch industries, I learned the meaning of the saying, “Out of the frying pan into the fire.” Expanding Too Quickly Around 2004, I made the mistake of thinking that my global Customer Experience Consultancy was about to experience rapid growth. They are gold…or, I should say, diamonds.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

COPC

MARCH 24, 2020

a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. s portfolio of training, consulting and certification services has been transformed for virtual delivery.

Consulting 40

Consulting Consulting Best practices Call Center 40