Forrester study highlights the value of customer intelligence
Callminer
MAY 25, 2021
Discover why Forrester Consulting examined the latest trends in customer intelligence
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5 rules for a highly successful customer experience implementation with amazing ROI! – A case study
Beyond Philosophy
SEPTEMBER 3, 2022
In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. – A case study appeared first on CX Consulting. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be.
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5 rules for a highly successful customer experience implementation with amazing ROI! – A case study
Beyond Philosophy
SEPTEMBER 8, 2022
On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. – A case study appeared first on CX Consulting.
Case Study: Enhance Your CX With This Technology
Beyond Philosophy
JANUARY 23, 2017
Colin Shaw is the Founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Case Study: Enhance Your CX With This Technology appeared first on. Imagine going on a cruise and having the ship know your every desire – sometimes even before you do.
Are We Building Relationships That Will Last a Lifetime?
Speaker: Lauren Feehrer, President and Founder of LoyaltyCraft Consulting
Genuine connections between brands and consumers happen when empathetic team members are enabled with effective technology. To remain competitive in the next normal, we must examine how at the heart of digital transformation is consumer connection. Join Lauren Feehrer, Founder and President of LoyaltyCraft Consulting, to learn how the merging of empathy and technology can transform your Customer Experience.
13 Call Center Training Tips For Upskilling Agents (+ Case Studies)
Babelforce
SEPTEMBER 15, 2021
Case study: Booz Allen. A good example is the consulting firm Booz Allen. Case study: LUX Resorts. Case Study: Air Mauritius. Call center agents are an essential part of your customer experience and brand. But they can’t delight customers without your help.
Joined up Voice of Customer and Staff Studies
Peter Lavers
NOVEMBER 16, 2020
In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises.
What Is Consultative Selling & How Do Sales Professionals Master It?
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 clearly, every worthy competitor studies and respects their counterparts.
Measuring Customer Satisfaction: A Customer Experience Consultant’s View
Interaction Metrics
JUNE 9, 2022
As a Customer Experience Consultant, I see that CX teams are too often not inquisitive enough about their customers’ thoughts and feelings. Instead, they combine multiple methods, workshops, employee engagement studies, and more. Customer Experience Consultant Perch.
Total Economic Impact™ Study Finds That Switching to Aircall Can Produce 373% ROI
aircall
MAY 31, 2022
In May 2022, Aircall commissioned global market research company Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential financial impacts of switching to Aircall’s cloud-based phone system. TEI™ Study Findings .
Executive Report: The Customer Data Too Often Overlooked by the C-Suite
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New Study Reveals Reliance on Too Few. consulting too few sources. consulting with over 1,000 C-Suite. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.
The 2020 National Customer Rage Study Is Getting Recognized
Connecting the Dots
JULY 13, 2020
The 2020 National Customer Rage Study was conducted in collaboration with the Center for Services Leadership at the W.P. Scott’s business partners, Marc Grainer and John Goodman , were involved in the first of its kind 1976 study on customer care. CCMC ~.
The 2020 National Customer Rage Study Is Getting Recognized
Connecting the Dots
JULY 13, 2020
The 2020 National Customer Rage Study was conducted in collaboration with the Center for Services Leadership at the W.P. The 2020 National Customer Rage Study was featured recently in the Wall Street Journal. CCMC ~.
Incentives and your Customer Experience
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. By Colin Taylor. “Make your employees happy and they will make your customers happy.”
DMG Consulting veröffentlicht Studie zur Kundenzufriedenheit: Teleopti auf Rang 1 bei Anbietern von WFM-Systemen
teleopti
OCTOBER 9, 2018
Laut DMG Consulting LLC, einem führenden Unternehmen im Bereich Contact Center-Forschung und Beratung, erreichte Teleopti die beste Bewertung bei der allgemeinen Kundenzufriedenheit, das berichtet der kürzlich veröffentlichte Workforce Management Produkt- und Marktbericht 2015-2016.
The Professionals You Need to Consult After You Get Injured
CSM Magazine
NOVEMBER 9, 2020
Below are the professionals you need to consult after getting injured. After you have suffered a personal injury and sought medical attention, the next thing to do is to consult with a reputed injury attorney. Injuries are an unfortunate part of our everyday lives.
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)
DMG Consulting
MARCH 15, 2017
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper). DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses. Thank you for your interest in DMG Consulting’s publications. 3/14/2017. By Donna Fluss.
Nuances of Delighting Customers: An Exclusive Interview with Mr. Gangadhar Krishna, Customer Service Consultant
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. Studying the gurus in service delivery led to contemplation and research gave birth to my theory of service excellence. My contribution to the various dailies along with studying the gurus led to some serious contemplation.
Case study: Thinkwise's clever move to community to facilitate customer engagement at scale
inSided
APRIL 21, 2021
A few years back, software company Thinkwise went from consultancy firm to license-based platform vendor. Case Study Close the loopThis is when they found themselves in a new customer engagement ecosystem, one that required new technology to deliver an optimal customer experience.
Most Challenging Callers
Taylor Reach Group
APRIL 12, 2019
While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. To find out more about how Taylor Reach can help your company with strategies for handling difficult calls, CLICK HERE to schedule a free consultation. By Colin Taylor.
How can the Customer Success Manager consult and educate customers?
CustomerSuccessBox
OCTOBER 19, 2021
A study shows, “Only 3 in 10 customers leave due to product deficiencies and the majority of reasons for churn are completely within the company’s control!”. Once you’re clear about what they want to achieve, it’s time to consult them, guide them, and help them reach their desired goal.
New Study: Forrester Finds Most Contact Centers Struggle to See AI’s Full Potential
LiveVox
MAY 17, 2022
A commissioned study conducted by Forrester Consulting on behalf of LiveVox in December 2021 evaluated how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes.
First of its kind – CCMC’s 2021 Customer Delight Study Top Takeaways
Connecting the Dots
JUNE 30, 2021
CCMC recently completed an independent, scientific, large-scale longitudinal study measuring the market impact of employing fifteen unique strategies to delight customers. Read more about the study here. Get the Customer Delight Study’s Findings. CCMC ~.
Smile Study: Guest Post by David Nielson
Chip Bell
JANUARY 22, 2019
In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. In the study, test subjects were shown photos of faces—some smiling and some frowning—and were required to respond with their own smiles, frowns, and non-expressions as directed by those conducting the experiment. Indeed, this cart-before-the-horse effect has been studied and measured by numerous researchers.
Reputation Study Finds that Hospitality Consumer Journey is Centered on Digital Reputation
CSM Magazine
SEPTEMBER 28, 2021
The study included insights from 2,000 nationally representative consumers who visit a bar, restaurant, pub or hotel once every six months. CGA is the definitive On Premise measurement, insight and research consultancy that empowers the world’s most successful food and drink brands.
10 Customer Service Transformations That Can Overhaul Your Customer Experience
Micah Solomon
OCTOBER 11, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are 10 truly transformational steps that I often suggest to my clients (as a customer service consultant), that can make deep and lasting change for your company or organization. [Originally published in Forbes.com.
Forrester Study: Agent & Customer Experiences Improve With Integrated Contact Center Solutions
LiveVox
APRIL 26, 2021
A commissioned study conducted by Forrester Consulting on behalf of LiveVox in December 2020 evaluated how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes.
3-Year 229% ROI! Read Forrester’s Total Economic Impact Study of LiveVox
LiveVox
JULY 29, 2021
LiveVox commissioned Forrester Consulting to conduct a Total Economic Impact™ study in June 2021 to evaluate LiveVox’s cost of ownership and return on investment across a variety of different factors in the contact center.
Research Study Commissioned by LiveVox Reveals Path to Improved Contact Center Agent and Customer Experience
LiveVox
APRIL 20, 2021
A commissioned study conducted by Forrester Consulting on behalf of LiveVox in March 2021 evaluates how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes.
Root Cause Analysis in the Contact Center
Taylor Reach Group
APRIL 9, 2018
How can we do this without investing in expensive technology, costly consultants and with no additional resource bandwidth? Call Center Consulting Call Center Management Call Center Performance Call Center Tools Call centre consulting Case Study Customer Experience Customer Reach Root Cause Analysis Strategy Colin Taylor Contact Center Consulting Contact Center Management Contact Center Strategy Customer Service ConsultingBy: Colin Taylor.
Top Takeaways From The 2017 Customer Rage Study
Connecting the Dots
NOVEMBER 6, 2017
The data released by Customer Care Measurement & Consulting shows just how prevalent highly dissatisfied customers are and suggests some things companies can do to fix the problem. The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC). CCMC ~. By Blake Morgan. Forbes. Customer rage.
Top Takeaways From The 2017 Customer Rage Study
Connecting the Dots
NOVEMBER 6, 2017
The data released by Customer Care Measurement & Consulting shows just how prevalent highly dissatisfied customers are and suggests some things companies can do to fix the problem. The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC). CCMC ~. By Blake Morgan. Forbes. Customer rage.
Top Takeaways From The 2017 Customer Rage Study
Connecting the Dots
NOVEMBER 6, 2017
The data released by Customer Care Measurement & Consulting shows just how prevalent highly dissatisfied customers are and suggests some things companies can do to fix the problem. The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC). CCMC ~. By Blake Morgan. Forbes. Customer rage.
Engaging Employees at Any Distance
Taylor Reach Group
MAY 14, 2020
In their studies of employee engagement since 2000, Gallup found the highest level of employee engagement in 2018: a paltry 34%. Throughout the study, engagement has averaged 30% ( Gallup-Employee Engagement Rise ). Just CLICK HERE to schedule a free consultation.
Teleopti får högsta betyg i DMG Consultings kundnöjdhetsenkät inom WFM
teleopti
OCTOBER 9, 2018
Teleopti får idel toppbetyg när det gäller kundnöjdhet enligt DMG Consulting LLC, ett ledande företag inom forskning och rådgivning för kontaktcenter, och deras rapport om produkter och marknader inom bemanningsplanering 2015-2016 som precis offentliggjorts.
Study: Executives Are Delusional About Customer-Centricity
Toister Performance Solutions
APRIL 12, 2018
A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. A total of 450 executives and 3,300 consumers were surveyed, though this study focused specifically on the digital experience. The study found that companies that used NPS results to regularly make adjustments to business operations enjoyed an NPS score that averaged 14 points higher than companies that did not closely link NPS and operations.
Combating the High Agent Turnover Crippling US Contact Centers
Taylor Reach Group
NOVEMBER 26, 2019
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. Combating the High Agent Turnover Crippling US Contact Centers. by JD Fairweather.
Improving First Contact Resolution – An Analytical Model
Taylor Reach Group
AUGUST 26, 2020
This case study provides some ideas as to how to tackle improving FCR in a contact center. To find out more about how Taylor Reach can help your company with First Contact Resolution, CLICK HERE to schedule a free consultation. By Turaj Seyrafiaan.
Effectiveness Indicators: First Call Resolution, Calls/Resolved
Taylor Reach Group
MARCH 26, 2019
Study after study has indicated that the most important factor in customer satisfaction is Resolution. In one particular study several customers indicated that the call was not resolved since their first call was after the company?s To find out more about how Taylor Reach can help your company with [TOPIC], CLICK HERE to schedule a free consultation. By Turaj Seyrafiaan.
The Importance of Human Connection in a Remote Workplace
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. by Patricia Ballantyne.
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