Beyond Philosophy

JANUARY 23, 2021

In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021. In this episode, we discuss the problem with seeking a silver-bullet solution for your Customer Experience problems, where this problem originates, and how you can avoid making that mistake in 2021. How can we help?

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

ShepHyken

JULY 26, 2021

workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers. The post 5 Top Customer Service Articles of the Week 7-26-2021 appeared first on Shep Hyken. Consider the opening stats. Sixty-four percent of U.S. Dissatisfied employees were more than 2.5

Customer Service 272

Customer Service Customer retention Contact Center Upselling 272

Beyond Philosophy

JUNE 25, 2021

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. 22 April 2021. Updated 3 June 2021. 7 June 2021. < 21 April 2021. 7 June 2021. < 22 May 2021. 7 June 2021. < 31 March 2021.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Call Design

JANUARY 21, 2021

Is your contact centre prepared for success in 2021? Updating legacy phone systems might be the best first step for your contact centre to make in 2021. With our consultative approach, we develop a deeper understanding of your business goals and challenges. Utilize Real-Time Transcription. Upgrade Old Technology.

Upselling 167

Upselling Coaching Consulting Consulting 167

ShepHyken

NOVEMBER 8, 2021

Impressed by the genius of Van Gogh, pretend you could hire him as your customer experience consultant. The post 5 Top Customer Service Articles of the Week 11-8-2021 appeared first on Shep Hyken. (Forbes) Pretend your organization has an okay, not great, customer experience. What would Van Gogh recommend? Follow on Twitter: @Hyken.

Customer Service 245

Customer Service Best practices Education Consulting 245

Beyond Philosophy

JANUARY 16, 2021

The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. The post “World Experience Organization” Created Will Help Us All Be Better in 2021 appeared first on CX Consulting. Follow Colin on Linkedin and Twitter.

Journey mapping 199

Journey mapping Consulting Consulting Customer Experience 199

AWS Machine Learning

NOVEMBER 7, 2024

They can ask questions like “What wiper blades fit a 2021 Honda CR-V?” For general inquiries, the agent consults its knowledge base in Amazon Bedrock, which includes information from various car manuals. In the application, you can ask questions like “What wiper blades fit a 2021 Honda CR-V?”

APIs 130

APIs Enterprise Automotive Customer Support 130

Beyond Philosophy

JANUARY 15, 2021

The post Vital for 2021 – Digital Nudging Will Revolutionize Your CX appeared first on CX Consulting. To find out more about this fascinating subject and how to revolutionize your CX join Julia Lee and I on a webinar sponsored by Airkit on January 21st. Register here.

Airlines 248

Airlines Government Customer emotions Marketing 248

CCNG

JULY 7, 2021

CCNG Academy member Elliott Winit is a Contact Center management consultant with over twenty-one years of consulting experience. His specialty area is Contact Center Optimization.

Best practices 195

Best practices Contact Center Metrics CCNG 195

Outsource Consultants

MARCH 28, 2023

Saint Louis Park, MN, March 28, 2023 – Outsource Consultants is once again honored to have made the fourth annual Financial Times ranking of The Americas’ Fastest-Growing Companies. Have a revenue of at least $1.5mn generated in 2021 (or currency value equivalent according to the average of the actual fiscal year).

Consulting 128

Consulting Consulting outsourcing Call Center 128

ShepHyken

JANUARY 4, 2022

However, The Five9 Customer Service Index 2021 found that: Customers from the US, UK, Germany, Italy, and Spain all ranked phones as the preferred choice when dealing with customer service issues. 51% preferred phone when it comes to general issues. 2% prefer phone when it comes to urgent or sensitive concerns.

Virtual Agent 333

Virtual Agent Interactive Voice Response Contact Center Consulting 333

Outsource Consultants

FEBRUARY 28, 2023

SAINT LOUIS PARK, MN, February 28, 2023 – Outsource Consultants is excited to announce that we are a 2023 Inc. magazine today revealed that Outsource Consultants is ranked on its third annual Inc. Magazine’s Regionals Midwest list even more special,” says Outsource Consultants President Corey Kotlarz. Regionals Midwest honoree.

Consulting 128

Consulting Consulting outsourcing Call Center 128

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. 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. There are several trends on Blair’s radar for 2021. Justin’s word of the year for 2021 is “integration”.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Outsource Consultants

JULY 26, 2021

Every business leader is running one of two businesses, whether they know it or not: their business as it existed before 2020 or their business as it will exist in 2021 and beyond. One of the biggest opportunities to emerge in 2021 is outsourcing specific business processes to trusted and skilled contact center providers.

outsourcing 128

outsourcing Call Center Technical Support Contact Center 128

CCNG

DECEMBER 6, 2020

Veteran consultants with experience to guide clients through complex projects and transition to cloud.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

Outsource Consultants

OCTOBER 29, 2021

Saint Louis Park, MN, October 29, 2021 – Outsource Consultants is excited to announce that we are a Minneapolis/St. Outsource Consultants, a BPO advisory firm, has been named to the Minneapolis/St. Paul Business Journals 2021 Fast 50 list. About Outsource Consultants.

Consulting 126

Consulting Consulting outsourcing Call Center 126

Outsource Consultants

AUGUST 9, 2021

Why is 2021 the time for outsourcing? The most successful companies in history — and the most successful ones in 2021, for that matter — succeeded exponentially not because they did many things well, but because they did specific things great. Let’s chat during a no-risk, no-cost consultation. Interested?

outsourcing 128

outsourcing Business Process Outsourcing Contact Center Morale 128

Beyond Philosophy

MAY 22, 2021

Inspired by the article “ Firing a Bad Customer in 2021 ” by Fred Reichheld, prolific author on customer loyalty and inventor of the Net Promoter Score (NPS), we discuss why you should fire some customers, how you should attempt to manage the situation, and how to go about it once you decide that a customer needs to go.

Consulting 273

Consulting Consulting Surveys Customer Experience 273

Beyond Philosophy

NOVEMBER 11, 2021

Years ago, my global Customer Experience consultancy did work with a ferry company in the UK. Consider how much money you would have to pay a consultant to discover the various missteps your customers experience with you. 27 October 2021. A couple of months later, I followed up to see how it was going. There you have it.

Consulting 383

Consulting Consulting Call Center Metrics 383

Education Services Group

APRIL 27, 2021

ESG, the leader in Customer Success as a Service ® , is proud to announce record-breaking 2021 Q1 results. The company’s unique approach combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. Q1 2021 new clients: Big 4 global consulting firm.

Consulting 98

Consulting Consulting Enterprise Technology 98

Beyond Philosophy

DECEMBER 25, 2021

It’s also one of seven significant lessons that 2021 taught us. This new year also coincides with the 20 th anniversary of me founding my global Customer Experience Consultancy, Beyond Philosophy and publishing my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). The post Wow, What a Year!

Personalization 195

Personalization Consulting Consulting Customer Experience 195

Beyond Philosophy

APRIL 9, 2021

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. 29 March 2021. < < [link] > The post Discover the Actual Number of People You Can Effectively Manage appeared first on CX Consulting. . < Sources: Ro, Christine.

Management 391

Management Accountability Consulting Consulting 391

Outsource Consultants

SEPTEMBER 14, 2021

The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony. So if you have specific AI goals, you should definitely consult on your options with an expert contact center partner. We can help you too — contact us today for a risk-free, no-cost consultation.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service 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 2020 – 2021 Digital Customer Service Product and Market Report.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . When : Today, 3 June 2021.

Consulting 59

Consulting Consulting Analytics Marketing 59

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021-2022 Robotic Process Automation Product and Market Report. When: Today, 30 June 2021.

Consulting 59

Consulting Consulting Marketing Contact Center 59

Outsource Consultants

NOVEMBER 9, 2020

Let Outsource Consultants help! Contact our expert advisors for a no-charge consultation on your location of interest. Contact our expert advisors for a no-charge consultation on your location of interest. The post 3 Emerging Call Center Markets to Consider in 2021 appeared first on.

Call Center 119

Call Center Marketing outsourcing Transportation 119

Nicereply

DECEMBER 28, 2021

We are incredibly thankful you joined us on the ride through 2021. Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. 5 Most Favorite Blog Posts Published in 2021.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure 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.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Beyond Philosophy

JANUARY 12, 2022

” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago. An October 2021 research survey conducted by McKinsey and Company stated that 75 percent of consumers are radically changing their shopping behaviors, and about 40 percent of those consumers are switching brands and retailers.

CRM 348

CRM Technology Contact Center Personalization 348

Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Why is 2021 the year for omnichannel customer engagement? All for free, forever! Sign Up Free. Comm100 Free.

Education 105

Education Chatbots Benchmark Personalization 105

ChurnZero

JANUARY 8, 2021

Based on our recent Customer Success Leadership Study (releasing early January 2021), 54% of survey respondents have a Chief Customer Officer (CCO) or Vice President (VP) of Customer Success as their highest Customer Success leadership position within their SaaS organization. Follow Jason on Twitter and LinkedIn. . Follow Nate on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

CCNG

JUNE 1, 2022

In April of 2021 the number of workers who quit their job in a single month broke an all-time U.S. workers describe their companies as being understaffed, and these workers are more likely to say they have recently considered quitting, according to a new (10/2021) CNBC workforce survey. Exactly half of U.S.

Healthcare 195

Healthcare Consulting Consulting Feedback 195

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. Bill Quiseng CX Expert, Speaker & Consultant. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Beyond Philosophy

JULY 7, 2022

May 23rd, 2021.” appeared first on CX Consulting. Customers are almost split on this issue, too. In my due diligence regarding Bjorn’s problem, I came across a report by McKinsey called, “What’s Next for Digital Consumers? Subscribe today right here.

Technology 402

Technology Consulting Consulting Personalization 402

Quality Contact Solutions

NOVEMBER 19, 2021

There have been many changes to telemarketing rules and regulations in 2021. The most notable change was the April 1, 2021, U.S. Supreme Court decision in Facebook v. Here are the top takeaways from the decision: The decision narrowed the definition of an autodialer.

Telemarketing 98

Telemarketing outsourcing Marketing Technology 98