DMG Consulting

SEPTEMBER 29, 2017

KPI Guide for Omni-Channel Contact Centers. Contact centers are highly complex operating environments with a lot of moving parts and activities. This KPI Guide for Omni-Channel Contact Centers presents and explains the most useful KPIs for managing customer service, sales and collections contact centers.

Contact Center 48

Contact Center Customer Service Sales Sales Scorecard 48

Shep Hyken

NOVEMBER 28, 2022

Each week, I read many customer service and customer experience articles from various resources. When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated.

Customer Service 11

Customer Service Contact Center Manufacturing Social Media 11

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Intercom

JULY 26, 2022

By focusing on the customer experience, you can ensure you’re optimizing your business across all touchpoints – an effort that will no doubt benefit your company in the short and long-term. What is a customer service experience? Why should customer experience be considered important?

Customer Experience 69

Customer Experience CX Omnichannel Touchpoint 69