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Customer expectations for service are higher than ever. People want quick, effective support that feels personal and authentic. To meet these demands, companies need to rethink how they approach customer interactions. However, most customer service … [Continue reading] about Why Augmented/Virtual Reality Are the Future
Sarah, an operations director at a Phoenix-Ariz.-area healthcare contact center, used to focus on KPIs and coaching her team. Now, she stares at empty workstations, dark screens, silent headsets, and a growing customer queue. “We used to get 50 … [Continue reading] about The Contact Center Talent Crisis – Part 1
In December 2024, DMG Consulting conducted our annual global survey of enterprise, customer experience (CX), contact center, and customer service leaders concerning their business goals and technology investment priorities for the upcoming year. This … [Continue reading] about Vision 2025
All our customers deserve our empathy, but the ones who write to us in English when English isn’t their primary language deserve a heaping helping. For human kindness reasons, we should empathize with the extraordinary effort non-primary English … [Continue reading] about When English Is Not Your Customers’ First Language
Speaking The Customers’ Language(s) Table of Contents, March 2025FEATURE ARTICLESpeaking The Customers’ Language(s)By Brendan Read; Q&A with Expert PanelMultilingual agents and AI can help.IDIOM INSIGHTSNow Hear This! By Kathleen M. … [Continue reading] about Contact Center Pipeline Magazine March 2025
To successfully engage with customers - and deliver to them loyalty and delight-and-revenue-driving excellent customer experiences (CXs) – you need to speak their language. Both figurately – as in avoiding jargon, using their terms, and above all … [Continue reading] about Speaking The Customers’ Language(s)
“Now Hear This” (NHT) traditionally signals an important announcement that commands attention. This especially relates to the U.S. military where it is a nautical staple. But, as with many idioms, NHT has evolved beyond its original context—music … [Continue reading] about Now Hear This!
High Resolution Printing in San Diego is essential for businesses that seek to make a lasting impression. High resolution prints offer significantly clearer images and finer details compared to standard options, enabling effective communication of … [Continue reading] about High-Resolution Printing in San Diego | Quality You Can Trust
Managing Agent Quality Issues Table of Contents, February 2025FEATURE ARTICLEManaging Agent Quality IssuesBy Brendan Read; Q&A with Expert PanelHow agents can provide excellent CX in these anxious times.SPONSOR SPOTLIGHT – REGAL A No-BS … [Continue reading] about Contact Center Pipeline Magazine February 2025
There is one question that has always driven my approach, both when I was in contact center leadership and now in my consulting practice. It is a provocative question, and I encourage you to ask yourself: If I were a customer calling my contact … [Continue reading] about Achieving Performance and Productivity Gold
