ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 208

Customer Service B2B Chatbots Education 208

ShepHyken

APRIL 8, 2022

He shares how retailers can understand the digital customer experience in the retail world. Did you know that 70% of consumers have stopped doing business with a brand following a poor customer experience? An experience through the customer’s buying journey is quite crucial and must be addressed by the retailers.

Customer Experience 208

Customer Experience Contact Center Contact center software Personalization 208

ShepHyken

JUNE 2, 2024

Each week, I read many customer service and customer experience articles from various resources. The Secret to Dealing With Awkward Customers by Call Centre Helper (Call Centre Helper) Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!

Customer Service 216

Customer Service Chatbots Metrics Consulting 216

Beyond Philosophy

NOVEMBER 9, 2023

Statistic #3: Forrester says 41% of customer-obsessed companies achieved at least a 10% revenue growth, compared to 10% of less matured companies. Forrester has a customer experience maturity index, which increases to being customer-obsessed. It’s also more accessible for the customer to buy again from you.

Customer retention 195

Customer retention Sales Consulting Consulting 195

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. This commitment means staying at the forefront of CX automation advancements.

Self service 124

Self service Consulting Consulting Contact Center 124

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. This commitment means staying at the forefront of CX automation advancements.

Self service 109

Self service Consulting Consulting Contact Center 109

DMG Consulting

MARCH 27, 2024

The market is experiencing success, and vendors are transforming their solutions into open platforms that incorporate AI technology, are better able to handle digital interactions, and empower agents with more advanced self-service capabilities,” said Donna Fluss, President of DMG Consulting. “As

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

NobelBiz

JANUARY 3, 2024

In 2024, several key trends are set to redefine the landscape of these centers. Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Industry Landscape and Predicting Trends in 2024.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. Here are my top five picks from last week.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback. This short article will get you thinking about the clues indicating your customer support and CX efforts are working.

Morale 166

Morale Customer Service Chatbots Feedback 166

Concentrix

DECEMBER 19, 2024

Learn what made Concentrix a Strong Performer in The Forrester Wave: Customer Experience Strategy Consulting Services, Q4 2024.

Consulting 48

Consulting Consulting Customer Experience 48

Outsource Consultants

JULY 5, 2024

Louis Park, MN – July 09, 2024 – Outsource Consultants, a leader in contact center outsourcing, is excited to announce our initiative as a premier CX advisory firm. Proven strategies include innovative outsourcing approaches for sales, customer care, back office, fraud prevention, and tech support.

Consulting 67

Consulting Consulting outsourcing industry standards 67

Outsource Consultants

JANUARY 3, 2024

At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. Building on these reflections, we’re also ready to detail our 2024 predictions. Africa’s BPO sector is accelerating , particularly in North America.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

DMG Consulting

AUGUST 10, 2023

This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience. “The

Consulting 48

Consulting Consulting Enterprise Analytics 48

DMG Consulting

SEPTEMBER 12, 2023

The Report analyzes the emerging real-time guidance (RTG) market, vendors, and products and explores the increasing importance, value, and benefits of RTG and its ability to enhance the customer and employee experience (CX and EX).

Consulting 48

Consulting Consulting Marketing Average Handle Time 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.

Consulting 48

Consulting Consulting Enterprise Marketing 48

COPC

JUNE 24, 2024

Maintaining high customer experience (CX) standards determines survival in a competitive market, where customer loyalty is hard to earn and easy to lose. Signs of Improvement: Optimistic Findings In contrast, the American Customer Satisfaction Index (ACSI) presents a more positive outlook.

Customer Experience 76

Customer Experience Multichannel Self service Telecommunications 76

Totango

MAY 7, 2024

The pre-sale experience is unbelievably crucial to setting the tone for the overall customer experience,” says Katie. If you’re ready to drive measurable growth from your customer base, we’d love to talk to you.

Sales 100

Sales Upselling Metrics Accountability 100

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. IA proves essential during COVID-19 for customer insights and employee oversight. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Marketing Management 62

Cisco - Contact Center

FEBRUARY 1, 2021

Regardless of the source of the idea, in our upcoming February 3 rd webinar I’m going to help transport attendees ahead into 2024 by sharing how the realities of the last 12 months have changed the trajectory of contact center investment in a significant way. End-to-end visibility on customer experience interactions with your business.

Contact Center 87

Contact Center Transportation Customer Experience Wireless 87

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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. MEDIA ALERT. Background: .

Consulting 59

Consulting Consulting Marketing Contact Center 59

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge.

Education 52

Education Upselling Consulting Consulting 52

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 . Where: Available at the DMG Consulting online store. About DMG Consulting LLC . When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

AWS Machine Learning

NOVEMBER 15, 2024

In business for 145 years, Principal is helping approximately 64 million customers (as of Q2, 2024) plan, protect, invest, and retire, while working to support the communities where it does business and build a diverse, inclusive workforce. 2024, Principal Financial Services, Inc. 3778998-082024

Chatbots 113

Chatbots Engineering Enterprise Government 113

CSM Magazine

JUNE 5, 2024

Business Systems Ltd and Motorway , the UK’s fastest growing used-car marketplace, have been announced as the winners of the Partnership Award at The Forum’s prestigious 2024 Awards. The Forum, which is focused on raising standards in customer operations, hosts the annual awards to showcase successful initiatives in customer operations.

Schedule adherence 52

Schedule adherence Best practices Banking Consulting 52

DMG Consulting

JANUARY 3, 2024

Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. It can reduce the burden placed on agents to perform less complex activities, freeing them to spend their time helping customers.

Contact Center 48

Contact Center Self service Virtual Agent Scripts 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation 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. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Gamification 48

TechSee

JULY 10, 2024

Moving from Incremental Gains to Substantial Transformation In H1 2024, most AI implementations in CX primarily focused on incremental efficiency gains. In a world with incredibly powerful AI, there is no reason why a customer should have to wait on hold, struggle through setup or onboarding, or even technical troubleshooting.

Automotive 124

Automotive Average Handle Time Enterprise First call resolution 124

ChurnZero

JUNE 28, 2024

In early 2024, ChurnZero and SuccessCOACHING launched a confidential survey asking customer success managers (CSMs) to give in-depth insights on their roles and how they feel supported on a daily basis. You can view the 2024 CSM Confidential Report and its findings here. I didn’t have a very good experience.

Sales 52

Sales Surveys Upselling B2B 52

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 . Where: Available at the DMG Consulting online store. said Donna Fluss, President of DMG Consulting LLC. “In

Consulting 48

Consulting Consulting Enterprise Management 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 . Where: Available at the DMG Consulting online store. About DMG Consulting LLC. MEDIA ALERT.

Self service 48

Self service Consulting Consulting Enterprise 48

Expivia

AUGUST 1, 2024

Today, however, the best call center outsourcing companies have evolved into comprehensive technology partners capable of driving Customer Experience (CX) transformation. They’re choosing a strategic partner that can help transform their entire approach to customer experience.

outsourcing 52

outsourcing Call Center Analytics Contact Center 52

DMG Consulting

DECEMBER 4, 2023

AI Should Revolutionize Customer Experience 2023 was a tumultuous year for many businesses. 2024 is going to be the year of AI and automation for the CX world. We at DMG Consulting appreciate and thank you for being part of our community. It’s not a question of will your company apply it, only when you will start.

Customer Experience 48

Customer Experience Self service Enterprise Contact Center 48

Outsource Consultants

FEBRUARY 26, 2024

There’s no substitute for expertise when it comes to thrilling customers. And there’s no shortage of experts at Outsource Consultants., We also engage with the BPO provider, asking how things are going with the client, identifying any communication gaps, and exploring how we can together elevate the client and customer experience.”

Call Center 67

Call Center outsourcing Customer Service Consulting 67