DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Skybridge

NOVEMBER 12, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020. By Liliana Petrova.

Customer Care 52

Customer Care Government Self service Education 52

Skybridge

MAY 7, 2021

How well is your customer care team measuring up? If you are looking for ways to turn customer care contacts into critical CX and loyalty moments, I hope you’ll reach out to us at Skybridge Americas. Traditionally, service has been the weakest link in the customer journey. “I You can read them here.

Customer Care 52

Customer Care Brand ambassadors Sales Marketing 52

Skybridge

DECEMBER 21, 2020

Tony Hsieh died on November 27, 2020, just after Thanksgiving. The Wall Street Journal recently paid tribute to him, pointing to 5 ways he has left a long-lasting influence on customer service and how we value customer relationships. Senior Vice President, Sales and Marketing. 18 in New London, Conn. Skybridge Americas.

Customer Care 52

Customer Care Advertising Scripts Sales 52

Skybridge

DECEMBER 21, 2020

I’ve been writing a lot lately about customer expectations, the changes we’re seeing, and how some customer care providers have been able to step up to meet those expectations. Customer needs, expectations and – critically – even many of their core values are undergoing rapid, seismic shifts. You can read more, below.

Customer Care 52

Customer Care Marketing Technology Customer Experience 52

Serenova

JANUARY 22, 2020

The Serenova team is preparing to kick off a busy 2020 events season. We’re joining 550 industry professionals to map out a year of customer experience success through networking, interactive discussion groups, workshops, educational sessions and site tours. First stop: CCW Nashville January 28 through 31. Win a Yeti.

Healthcare 52

Healthcare Customer Care Contact Center Education 52

C Space

JUNE 3, 2020

The Brand Move Roundup – June 3, 2020. By aligning corporate values with what customers care about, companies are hoping to build a sense of loyalty and a deeper sense of personal connection, he said. Clothing sales in France fell 85.5 Brand Move Roundup – June 3, 2020. Brand Move Roundup – June 2, 2020.

Education 52

Education Consulting Consulting Morale 52

Skybridge

AUGUST 4, 2020

When their most recent results were reported a few weeks ago, I couldn’t help noticing some interesting parallels between their findings and those of Shep Hyken’s 2020 ACA “Achieving Customer Amazement” (ACA) Survey. Not surprisingly, more and more consumers are shopping online and seeking assistance through omnichannel customer care.

Customer Care 52

Customer Care Finance Surveys Sales 52

CCNG

MAY 10, 2023

Bad customer service is our new normal? In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. Nope, not on my watch.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers.

Call Center 376

Call Center Technology Banking Contact Center 376

Skybridge

OCTOBER 20, 2020

I don’t say that only because your sales – and customer call volumes – are very likely to go through the roof this year. Mostly, I say it because customer expectations, needs, and the standards they use for rating your performance have changed. And that very different shopping dynamic has the power to make or break a brand.

B2C 52

B2C Sales Marketing Personalization 52

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 48

Babelforce

APRIL 28, 2020

In this post: Best practice for contact center service Outbound service and sales IVR and hold time Self-service Contact center management Customer loyalty. One-third of customers say that the ability to follow up with the same person is a key element of great customer service. Outbound service and sales.

Contact Center 52

Contact Center Interactive Voice Response Self service Best practices 52

Babelforce

APRIL 28, 2020

In this post: Best practice for contact center service Outbound service and sales IVR and hold time Self-service Contact center management Customer loyalty. One-third of customers say that the ability to follow up with the same person is a key element of great customer service. Outbound service and sales.

Contact Center 52

Contact Center Interactive Voice Response Self service Best practices 52

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Analytics 48

Quiq

MAY 28, 2020

Whether your business is interested in opening up several messaging channels, or just one, communicating with customers over messaging can be a breeze. Here are our top picks for digital customer service communication channels in 2020. This makes conducting customer service and sales over text a reliable method for businesses.

Customer Service 52

Customer Service Chatbots Customer Care Feedback 52

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments.

Consulting 48

Consulting Consulting Marketing Management 48

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. In the olden days (pre-2020,) vendor meetings frequently involved calling into a conference line. Natural dialogue is harder.

outsourcing 117

outsourcing Contact Center Personalization contact center solutions 117

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Foundational component of next-gen, digitally transformed service organizations. Where: Available at the DMG Consulting online store. are covered at a high level.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

24-7 InTouch

JULY 13, 2023

The world of digital commerce is ever-changing when it comes to customers’ purchasing behavior and their expectations of brands. It’s no surprise that digital commerce growth spiked in 2020, but it doesn’t stop there. Worldwide e-commerce sales are projected to top $7 trillion in 2025, even as sales subside following a two-year boom.

outsourcing 52

outsourcing Customer Care Customer Support Metrics 52

Dialer 360

APRIL 16, 2020

All these call center metrics are trending in 2020 and play a vital role in determining KPI and overall performance. These show every part involved in customer care. Here are some trending call center metrics which can assist you in more productivity in customer services. Call Center Metrics in 2020.

Metrics 32

Metrics Call Center Abandon rate Contact Center 32

BlueOcean

MAY 13, 2021

In food and beverage alone, online sales in 2020 saw a 125% increase over the previous year. Across all sectors, second quarter online sales surged 32%, with consumers spending $211.5 Just look at Walmart’s third quarter online sales , which were up a jaw-dropping 79%. Where Does Customer Care Sit in All of This?

Average Handle Time 62

Average Handle Time outsourcing Customer Care Sales 62

BlueOcean

MARCH 31, 2021

What do mattress sales, wildlife populations, and peak customer service times all have in common? Mattress sales have skyrocketed thanks to people spending more time at home—and discovering new sleep challenges as a result of the pandemic. This inevitably translates to higher contact volume in the customer care realm.

Customer Care 62

Customer Care Self service Contact Center Healthcare 62

Talkdesk

DECEMBER 18, 2020

Salesforce estimates that approximately 30% of all global holiday purchases in 2020 will be returned—about $280 billion worth of lost merchandise sales. Salesforce also forecasts a 30% increase in service demand for the 2020 holiday season. But that forecast could be on the low side for some retailers.

Sales 106

Sales Personalization Customer Care Surveys 106

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Here’s what it means and how to put it to work.

Average Handle Time 52

Average Handle Time Multichannel CRM Analytics 52

aircall

DECEMBER 1, 2022

In an effort to provide top-quality support and integrate seamlessly into the lives of their customers, many companies are tapping into WhatsApp as a support channel. But how can businesses use WhatsApp for customer support? And how can you pair WhatsApp with Aircall’s cloud-based phone solution to provide first-class customer care?

APIs 117

APIs Customer Support Wait times Chatbots 117

ShepHyken

DECEMBER 9, 2019

10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning. 4 Metrics Your Call Center Needs to Track in 2020 by Ben Ringshall. That also means more customer service issues to deal with.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

Stafford Communications

JULY 16, 2020

These are key enablers of any customer care operation. Those are the folks who determine the kind of experience that your customers have. While technology is absolutely essential to a customer care operation, the shift to the cloud has left very little ‘on-premise.’ Contact us today for more information.

Healthcare 92

Healthcare Contact Center Customer Care Coaching 92

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Here’s what it means and how to put it to work.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

Skybridge

OCTOBER 10, 2022

Beneath that compelling little graphic or statement, you probably have a long list of IT investments and process improvements that make it easier for customers to make purchases, access customer care, and otherwise engage with your brand. That certainly sounds customer-centric. The post Think You’re Customer Centric?

Customer centricity 52

Customer centricity Customer Care Surveys Technology 52

Skybridge

OCTOBER 10, 2022

Beneath that compelling little graphic or statement, you probably have a long list of IT investments and process improvements that make it easier for customers to make purchases, access customer care, and otherwise engage with your brand. That certainly sounds customer-centric. . The post Think You’re Customer Centric?

Customer centricity 52

Customer centricity Customer Care Surveys Technology 52

Quiq

AUGUST 24, 2021

Share This Story In 2020, eCommerce grew by a staggering 44% as shopping experiences typically associated with in-store visits rapidly migrated to digital marketplaces. Today, care IS commerce and, through natural automation, provides online retailers with unexpected opportunities to drive more revenue.

Self service 74

Self service Customer Care Upselling Customer Support 74

DMG Consulting

APRIL 15, 2020

When: Today, 3 March 2020. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040.

Consulting 62

Consulting Consulting Contact Center Gamification 62

Interactions

SEPTEMBER 10, 2020

Overall, we have seen most retail sales slump and stall since the middle of the first quarter due largely to the global pandemic and resulting consumer uncertainty. In conclusion, those in charge of customer care/customer experience in retail are under more pressure than ever before. Fast forward to today.

Customer Care 71

Customer Care Sales Customer Experience Management 71

CSM Magazine

JULY 28, 2021

Reuters Events are excited to announce their next free service & experience webinar: ‘Redefining Customer Support Experiences’ featuring senior leaders from LinkedIn, GoDaddy & Intercom! 2020 saw a seismic shift in how brands connect with & serve their customers, and what those customers demand from a service experience.

Customer Support 59

Customer Support Agent Empowerment Chatbots Consulting 59