2016, Consulting and Quality management - Customer Contact Central

Wow, What a Year! What is Our Personal and Business Learning for The Year

Beyond Philosophy

DECEMBER 30, 2021

Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). Since 2016, I have lost 100 pounds, and 55 of them in the past two months. My scale is more balanced. .

Personalization

Personalization Consulting Consulting Quality management

Is CSAT Dead? No. Should It Be? Yes, ASAP. Replacement, IMHO: Emotionally-Driven Value (EDV), PDQ

Beyond Philosophy

NOVEMBER 8, 2017

It would seem that most managers assume satisfaction scores to be positively correlated with customer behavior, i.e. results….In Back even further, to the era of Total Quality Management. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Consulting

Consulting Consulting B2B Metrics

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share 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.

contact center workforce

contact center workforce Consulting Consulting Contact Center

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share 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

Consulting Consulting Marketing Gamification

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share 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. million in 2016 to$1,655.3

contact center workforce

contact center workforce Consulting Consulting Contact Center

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management 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. What: Releases 2017 Contact Center Workforce Management Product and Market Report.

contact center workforce

contact center workforce Consulting Consulting Contact Center

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure 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

Consulting Consulting Contact Center Marketing

Quality Management + Call Recording = Operational Excellence and Risk Reduction

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Organizations should consult with legal counsel to ensure they are respecting any relevant regulations. Key Market Regulatory Requirements. without issues….without without delays.

Quality management

Quality management Management Best practices Coaching

Thanks to AI and RPA, the WFO Market Surges

DMG Consulting

MARCH 1, 2019

The WFO market has been in transition for the past several years; the primary applications in the sector, recording and quality management/quality assurance, are mature. Donna Fluss is president of DMG Consulting. TRANSITION VS. TRANSFORMATION. percent from the high point of 45 vendors.

Marketing

Marketing Contact Center Analytics Enterprise

Five Reasons New Call/Contact Centers Fail

Taylor Reach Group

JULY 13, 2017

Quality Management. Workforce management (forecasting and scheduling). ⦁ a call center, contact center and customer experience consulting firm with offices in North America, Europe, and Asia. This editorial was originally published on July 9th, 2016 and was revised/updated July 13th,2017. Compensation Modeling.

Contact Center

Contact Center Call Center outsourcing CRM

Addressing metrics gaps between bot-led and human-led service

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” One of those considerations is metrics. Retention Rate – How many users revisit your chatbot within a given time frame?

Metrics

Metrics Chatbots Average Handle Time Wait times

Addressing metrics gaps between bot-led and human-led service

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” One of those considerations is metrics. Retention Rate – How many users revisit your chatbot within a given time frame?

Metrics

Metrics Chatbots Average Handle Time Wait times

Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Experience

Customer Experience Customer Service Consulting Consulting

Customer Contact Central

Wow, What a Year! What is Our Personal and Business Learning for The Year

Is CSAT Dead? No. Should It Be? Yes, ASAP. Replacement, IMHO: Emotionally-Driven Value (EDV), PDQ

Trending Sources

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report

Quality Management + Call Recording = Operational Excellence and Risk Reduction

Thanks to AI and RPA, the WFO Market Surges

Five Reasons New Call/Contact Centers Fail

Addressing metrics gaps between bot-led and human-led service

Addressing metrics gaps between bot-led and human-led service

Top 51 Customer Service Leaders – Best Customer Experience Influencers

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