DMG Consulting

APRIL 2, 2025

AI is a Growth Driver The most impactful trend for WFM solutions in 2025, like all other contact center systems, is the addition of artificial intelligence (AI) and automation to increase performance, effectiveness, and ease of use. AI enables these enhancements, but so does the change in employee expectations.

Employee engagement 59

Employee engagement Enterprise Contact Center Self service 59

CX Global Media

SEPTEMBER 26, 2017

I met up with Justin Robbins at the opening Demo Hall Bash at the CCDemo in Las Vegas to find out about the top trends in contact centers today. What are the top 3 trends in contact center today?” The top three were Artificial Intelligence and bots, data security, and employee engagement. Employee Engagement.

Contact Center 189

Contact Center Employee engagement Chatbots contact center solutions 189

Beyond Philosophy

NOVEMBER 28, 2016

Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Further, there is no specific connection to the emotional drivers of employee experience.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Contact Center Pipeline

AUGUST 10, 2017

In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers.

Contact Center 204

Contact Center Employee engagement Call Center Customer Service 204

Contact Center Pipeline

AUGUST 24, 2017

In our five-part series on hot topics that are impacting contact centers, we have asked industry leaders for their thoughts on employee engagement, IoT-enabled service strategies and AI in the center. The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders.

Contact Center 170

Contact Center Employee engagement Call Center Technology 170

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

JUNE 12, 2015

Trend #1: Is it really getting that much better? That’s a trend we need to keep an eye on before it goes down more. Trend #2: Addressing the “How” of doing business as well as “What” of doing business. Trend #3: Creating a Customer Experience Team for your company. Make Sure Your Customer Experience is “On Trend”.

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

DMG Consulting

SEPTEMBER 14, 2021

Workforce Management Software Improves Employee Engagement. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship. For phone calls, WFM vendors prefer to collect two to three years of call volume to identify trends.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

ShepHyken

JANUARY 27, 2020

Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. In keeping with that objective, let’s look at some data reported by Adobe and Econsultancy in a report titled Experience Index 2020 Digital Trends. While not new, this is a technology that is starting to trend as “business as usual.”

Customer Service 53

Customer Service Customer retention Airlines Employee engagement 53

ShepHyken

DECEMBER 16, 2019

Twenty Mobile Trends For 2020 by Thomas Husson. My Comment: “Mobile” is a big trend for 2020. If not, and even if you are, you’ll enjoy and learn from this list of the top mobile trends we need to be paying attention to. Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience by CIO.

Customer Service 209

Customer Service Employee engagement Coaching Customer centricity 209

aircall

JULY 14, 2021

However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. What Is Employee Engagement? Engaged employees have a strong relationship with their company.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

TMP Direct

DECEMBER 18, 2024

Seasonal trends impact staffing, workload, and service delivery, making it crucial for BPOs to adapt quickly to maintain customer satisfaction. Employee Engagement: Recognize employee efforts and provide support to manage stress. As the holiday season approaches, BPO operations face unique challenges.

Employee engagement 52

Employee engagement Service level Technology Sales 52

ProProfs Blog

MARCH 27, 2019

Through his consulting company, CXpert, Ben now assists clients in areas such as CX strategy and employee engagement. Many brands have set a trend in terms of customer support and become the benchmark. The post CX Specialist Ben Motteram Divulges Upcoming Trends in Customer Support appeared first on ProProfs Learning.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

ShepHyken

OCTOBER 1, 2019

They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. The trend across industries is toward elevating the customer experience. Data and analytics empower agents to engage customers in a way that brings humanity back into the equation. Learn more at Calabrio.com.

Self service 53

Self service Contact Center contact center solutions Employee engagement 53

Fonolo

JANUARY 26, 2023

We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. And their answers may not be what you expect.

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. This year, Jeremy says that the biggest overarching trend he’s seen is focus on the employee experience and how we treat agents and other staff members who have shifted to remote work. There are several trends on Blair’s radar for 2021. Watch Kristyn Emenecker on CX4Now ?

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Beyond Philosophy

JUNE 15, 2017

Whether that means making documents of public record easy to find or telling the organization’s story or even using social media to communicate information, being honest with your Millennial employees will do a lot to build a relationship of trust that can foster employee engagement.

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. For example, employee turnover dropped more than 100 percent quarter over quarter and we are continuing that impressive trend. . Voice of Customer.

Customer Experience 363

Customer Experience Transportation Feedback Metrics 363

Contact Center Pipeline

AUGUST 29, 2017

In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials.

Contact Center 280

Contact Center Employee engagement Call Center Technology 280

Nicereply

NOVEMBER 15, 2022

Customer service trends of 2023! To that end, we asked them one simple question: what will be the customer service trend in 2023? Just as importantly, customer service leaders will need to focus on keeping their teams engaged to improve employee happiness and retention, while also maintaining a high-quality support experience. .

Customer Service 98

Customer Service Employee engagement Metrics Self service 98

Beyond Philosophy

AUGUST 9, 2017

the trend to eliminate cash is sweeping Scandinavia and elsewhere in Europe, especially in France and the Netherlands. LAST CHANCE to register for our FREE, informative 60-minute webinar, Employee Ambassadorship: Realizing and Optimizing Stakeholder Value on August 10th , 2017 at 11 am Eastern Time (USA).

Banking 0

Banking Coaching Surveys Employee engagement 0

Contact Center Pipeline

OCTOBER 1, 2019

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on strict adherence to procedures. Everything was black and white: Did I use the customer’s name three times? Did I verify their password? Did I remember to use the proper call identification […].

Employee engagement 32

Employee engagement Coaching outsourcing Contact Center 32

ShepHyken

JANUARY 22, 2021

This data helps the supervisors draw meaningful insights and allocate or shift their agents to different queues on the basis of current trends and call traffic. Read Shep’s latest Forbes article: Gallup Executive Shares Six Ways to Drive Customer and Employee Engagement.

Best practices 240

Best practices Call Center Average Handle Time virtual call center 240

Nicereply

JUNE 13, 2022

Let’s discuss a new phenomenon of remote work & future trends. There were some companies that pre-pandemic caught that trend , companies as Basecamp, InVision, Wildbit, and Automattic. What are the next trends you see? Scott: The next big trend, what I call Remote v3, is the true hybrid model.

outsourcing 98

outsourcing Scripts Employee engagement Personalization 98

ShepHyken

AUGUST 4, 2016

By examining the trends, gaps, and other insights captured within the data, all employees, from upper management down to the individual customer service representatives, get a clear sense of the goals they are working toward as a team and what they can do to affect positive change.

Analytics 202

Analytics Employee engagement Morale Surveys 202

ShepHyken

JULY 3, 2018

Hyken and Redbord both see a trend in customer service becoming more self-service as customers become less patient and want faster access to the answers to their questions. There are three customer-service trends that will likely happen in the future (and already are). How can employees engage with executives?

Customer centricity 144

Customer centricity Self service Employee engagement Chatbots 144

CCNG

JANUARY 13, 2021

I want to share where we need to laser focus our attention in 2021: Voice channel Phone calls continue to be the primary choice of contact especially during the pandemic and I don’t foresee the trend of having a human-to-human conversation changing anytime soon. The true test of a leader is to manage during difficult times.

CCNG 195

CCNG Average Handle Time Finance Employee engagement 195

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Are Disengaged Employees Really A Concern? Coaching is what makes the culture transferable and sustainable.

Employee engagement 80

Employee engagement Banking Coaching Personalization 80

Comm100

NOVEMBER 23, 2022

As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations.

Customer Service 98

Customer Service Chatbots CRM Personalization 98

Beyond Philosophy

NOVEMBER 22, 2017

They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing. Clayton Christensen, a professor of business administration at Harvard Business School, has identified this trend in his book, Competing Against Luck.

Banking 223

Banking Enterprise Consulting Consulting 223

SharpenCX

JUNE 2, 2020

Happier customers Agents who are less stressed and overwhelmed And, more time to focus on professional development of your employees. When Workforce Management Meets Employee Engagement. In fact, you can use workforce management to drive better engagement and positive business results across the board. each day.

Employee engagement 76

Employee engagement Morale Management Contact Center 76

Anexa BPO

SEPTEMBER 6, 2023

Employee engagement lies at the heart of achieving these objectives, playing a pivotal role in boosting team productivity, job satisfaction, and overall profitability. There are several types of employee surveys that can achieve these insights.

Employee engagement 52

Employee engagement Surveys Business Process Outsourcing Technical Support 52

Beyond Philosophy

JUNE 11, 2015

This example is consistent with some overall gamification trends. This trend works well for building more strategic, bonded relationships with customers. And, as is often done in traditional loyalty programs, points can be awarded for the most original, interesting, trendy combination of foods.

Gamification 265

Gamification Big data Personalization Feedback 265

CCNG

APRIL 20, 2022

Truth In Compensation Research indicates that compensation models that tie individual performance to rewards and financial incentives positively impact job satisfaction, employee engagement, organizational commitment and trust in management. Contact centers should gather and mine employee feedback at every logical opportunity.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CX Global Media

NOVEMBER 13, 2018

Deloitte Human Capital Trends’ research shows that “reinventing careers and learning” is now the #2 issue in business (followed only by reorganizing the company for digital business), creating the urgency and budget in for learning that modernization. Becoming Modern is a Priority.

Call Center 278

Call Center Contact Center Coaching Employee engagement 278

CX Global Media

SEPTEMBER 23, 2019

We love staying on top of the latest insights, news, and trends in the customer experience, service and contact center industries. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement. To that end, we’ve put together a list of the top 20 CX influencers you should be following! Additional Resources.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

Playvox

APRIL 11, 2023

Invest In Coaching To keep contact center agents engaged, investing in training and coaching is essential. Ongoing learning opportunities keep staff updated on industry trends, best practices, and customer service techniques. Coaching is a critical aspect of agent engagement in contact centers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63