ShepHyken

JANUARY 9, 2023

Customer Experience Predictions for 2023 by Dan Gingiss. 23 Things Every Contact Centre Manager Needs to STOP Doing in 2023 by Call Centre Helper. We asked our panel of consultants for the things contact centre managers really need to stop doing – as soon as possible – to help rejuvenate their customer service operations.

Customer Service 33

Customer Service Consulting Consulting Customer Experience 33

ShepHyken

JANUARY 23, 2023

My Comment: What happens when a Harvard Business School professor teams up with partners at Boston Consulting Group to write about hiring? To kick start 2023, here you can find some of my favorite customer experience blogs My Comment : Steven Van Belleghem is one of the top CX experts in the world.

Customer Service 37

Customer Service Contact Center Self service Consulting 37

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Fonolo

MARCH 2, 2023

We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. State of the Contact Center 2023 Self-Service is Leading the Pack Over and over again, our influencers flagged self-service as a trend that contact centers cannot ignore. Customers love it.

Contact Center 141

Contact Center Self service Chatbots Consulting 141

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. Honorees of the list have shown extraordinary growth, with a doubled median revenue among participants, up from $12.2

Consulting 128

Consulting Consulting outsourcing Call Center 128

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. and the Inc.

Consulting 128

Consulting Consulting outsourcing Call Center 128

ShepHyken

NOVEMBER 27, 2023

20+ Customer Experience Statistics for 2023 by Fernanda Alvarez Pineiro (Startups.co.uk) First impressions go a long way and that is certainly true when it comes to customers piecing together their opinion of your business. Done right, customer service will get your customers telling your story.

Customer Service 184

Customer Service Morale Customer retention Marketing 184

Taylor Reach Group

JANUARY 6, 2023

To find out more about how Taylor Reach can help your company with staffing, workforce management, and AI systems, CLICK HERE to schedule a free consultation. The post Happy New Year and Welcome to 2023! Follow Taylor Reach and Colin Taylor on Twitter at @Taylor_Reach and @colinsataylor. first appeared on The Taylor Reach Group Inc.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

DMG Consulting

FEBRUARY 12, 2025

DMGs 2023 survey, which addressed 2024 planning, found 28.0% of participants were already using AI in their servicing operations as of December 2023 (when the survey was offered). The post 2025 Contact Center Goals and Investment Priority Trends: Embracing AI for an Enhanced CX and EX appeared first on DMG Consulting.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

ShepHyken

JANUARY 8, 2023

Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts? Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. Look no further!

Customer Service 120

Customer Service Consulting Consulting Customer Experience 120

Spearline

JANUARY 13, 2023

We are excited to let you know that Spearline will be exhibiting at this year’s Enterprise Connect event in Orlando, Florida, from March 27th to 30th 2023, and we can’t wait to talk to as many of you as possible at booth #1227. The post Meet Spearline at Enterprise Connect 2023! appeared first on Spearline.

Enterprise 98

Enterprise Telecommunications Consulting Consulting 98

CCNG

OCTOBER 19, 2022

Watermark Consulting, 2018) Only 14% of companies measure the ROI of Customer Experience. (Qualtrics, 2022) Business Impact of CX Find out how customer experience can influence your business KPIs Organizations that lead in CX outperformed laggards on the S&P 500 index by nearly 80%.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Cisco - Contact Center

JANUARY 10, 2023

Xentaurs is a next generation consulting and Cisco digital solution integrator partner dedicated to making digital technology transformation a reality. Accelerated Digital Transformation Framework. Fundamentally, does your organization have the digital-ready foundation in place to accomplish business goals?

Banking 133

Banking Enterprise Contact Center APIs 133

ShepHyken

APRIL 16, 2023

How to Incentivize Customer Loyalty in 2023 by BOSS Editorial (BOSS Magazine) Despite having an abundance of options, customers still generally prefer to give their money to the same handful of brands. Employee Experience (EX) is the foundation of this, so we asked our Consultants Panel what it takes to get EX right.

Customer Service 25

Customer Service Benchmark Consulting Consulting 25

ShepHyken

SEPTEMBER 24, 2023

In addition to his writing and consulting in the CX space, Kelechi works for a company, so he’s speaking and writing from experience. It takes cross-functional collaboration. Several years ago, I met the author, Kelechi Okeke, when I was at a speaking engagement in Nigeria. His take on this problem is worth reading.

Customer Service 188

Customer Service Morale Surveys Consulting 188

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. 2023 will be a breakout year for digital Customer Success, customer intelligence, and AI-fueled outcomes at SaaS companies. Ed Powers , principal consultant, Service Excellence Partners.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

DMG Consulting

JANUARY 1, 2024

The 2023 – 2024 Enterprise Workforce Engagement Management Product and Market Report analyzes 5 leading and contending vendors who are positioned to deliver the WEM platform of the future: Calabrio, Five9, NICE, OnviSource, and Verint. It’s clear that organizations need WEM solutions now more than ever.”

Consulting 59

Consulting Consulting Enterprise Marketing 59

DMG Consulting

NOVEMBER 7, 2023

Sales and technology partnerships have been key to the CCaaS market’s success, greatly expanding the domestic and international reach of CCaaS vendors,” said Donna Fluss, President of DMG Consulting. The CCaaS market is positioned to thrive and grow rapidly during the next 5 years.

Consulting 59

Consulting Consulting Contact Center Marketing 59

ShepHyken

JANUARY 22, 2023

My Comment: What happens when a Harvard Business School professor teams up with partners at Boston Consulting Group to write about hiring? To kick start 2023, here you can find some of my favorite customer experience blogs My Comment : Steven Van Belleghem is one of the top CX experts in the world.

Customer Service 120

Customer Service Contact Center Self service Consulting 120

ShepHyken

NOVEMBER 19, 2023

Then look no further as we have put together some fresh ideas to help boost agent morale in your contact centre – recommended by our consultants panel of industry experts. BONUS 15 Surprises for Boosting Agent Morale by Call Centre Helper Magazine (Call Centre Helper Magazine) Are you tired of using the same old games and prizes?

Morale 161

Morale Customer Service Chatbots Feedback 161

ShepHyken

APRIL 10, 2023

Employee Experience (EX) is the foundation of this, so we asked our Consultants Panel what it takes to get EX right. The 10 Pillars of EX (Employee Experience) by Call Centre Helper Magazine (Call Centre Helper Magazine) Engaged, happy employees are less likely to leave, can be your best advocates, and more. Here’s what they said.

Customer Service 31

Customer Service Agent burnout Chatbots Engineering 31

Outsource Consultants

JUNE 8, 2023

Saint Louis Park, MN, June 8, 2023 – Chris Schoonmaker has joined Outsource Consultants as an Executive BPO Matchmaker. Bringing over 15 years of expertise to the sales division at Outsource Consultants, Schoonmaker is set to play a vital role in driving the continuous development of client engagement and fostering business growth.

Consulting 67

Consulting Consulting outsourcing Telecommunications 67

DMG Consulting

AUGUST 10, 2023

The importance, value, and benefits of IA cannot be overstated and are well-known in contact centers, where these solutions are regarded as essential,” said Donna Fluss, President of DMG Consulting. DMG projects the IA market to grow by 10% in 2023 and 2024, and by 9% in the following three years, 2025 – 2027.

Consulting 48

Consulting Consulting Enterprise Analytics 48

DMG Consulting

SEPTEMBER 29, 2022

DMG Consulting Releases 2022 – 2023 Interaction Analytics for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2022 – 2023 Interaction Analytics for the Enterprise report . About DMG Consulting LLC.

Consulting 48

Consulting Consulting Enterprise Analytics 48

DMG Consulting

SEPTEMBER 12, 2023

The rapid growth and trajectory of this sector is being fueled by the digital transformation and AI revolution,” says Donna Fluss, President of DMG Consulting LLC. Driving the strategic direction of the customer experience (CX) is at the core of DMG’s extensive consultation and collaboration with executives, leaders and industry innovators.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

Beyond Philosophy

DECEMBER 22, 2022

Today, we will talk about why this happens and how you can manage these influences to a better outcome in 2023. However, the consultant told us that she needed to lose weight before the surgery for it to work. I hope this newsletter continues to provide helpful insight in 2023. I have made that one more than once myself.

Consulting 195

Consulting Consulting Management Customer Experience 195

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Enterprise Management 48

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. It also presents customer satisfaction survey results that rate the vendors and their products. Assembled, a new participant, is covered at a higher level.

Consulting 48

Consulting Consulting Enterprise Marketing 48

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. MEDIA ALERT.

Self service 48

Self service Consulting Consulting Enterprise 48

DMG Consulting

JUNE 21, 2023

Consumers are making their expectations and preferences for self-service and digital channels known, and leading vendors are now accepting that challenge with new AI-powered technologies,” said Donna Fluss, President of DMG Consulting. To order your copy of the Report, visit dmgconsult.com. Learn more at dmgconsult.com.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Outsource Consultants

JUNE 8, 2023

Saint Louis Park, MN, June 8, 2023 – Bob Guarnieri, a veteran of the call center and customer service industry, has joined Outsource Consultants as an Executive BPO Matchmaker. Guarnieri will serve as a trusted advisor and thought leader both internally and for our clients and BPO partners.

Consulting 67

Consulting Consulting outsourcing Telecommunications 67

DMG Consulting

JANUARY 17, 2023

DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market R eport. Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services. When: Today, 17 January 2023. MEDIA ALERT.

Consulting 48

Consulting Consulting Enterprise Marketing 48

Outsource Consultants

JUNE 8, 2023

Saint Louis Park, MN, June 8, 2023 – Todd Tierney, a veteran of the call center and customer service industry, has joined Outsource Consultants as an Executive BPO Matchmaker. Respected for his counsel within the call center industry, Tierney is eager to bring his wealth of experience to his new role at Outsource Consultants.

Consulting 67

Consulting Consulting outsourcing Call Center 67

Outsource Consultants

AUGUST 31, 2023

Saint Louis Park, MN, August 31, 2023 – For the fourth year in a row, Outsource Consultants is proud to announce that we are a Minneapolis/St. Outsource Consultants, a BPO advisory firm, has been named to the Minneapolis/St. Paul Business Journal’s 2023 Fast 50 list. Paul Business Journal Fast 50 honoree.

outsourcing 67

outsourcing Consulting Consulting Call Center 67

Outsource Consultants

AUGUST 15, 2023

Saint Louis Park, August 15, 2023 – Today, Inc. 5000 list upon Outsource Consultants. I am incredibly proud that Outsource Consultants has been named to the Inc. says Outsource Consultants President Corey Kotlarz. 5000 Methodology Companies on the 2023 Inc. Complete results of the Inc. and the Inc.

Consulting 67

Consulting Consulting outsourcing Education 67

DMG Consulting

DECEMBER 7, 2022

DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a 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. MEDIA ALERT. When: Today, 7 December 2022.

Contact Center 48

Contact Center Consulting Consulting Marketing 48

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62