Employee Experience

A surprising trend is emerging in the busy world of contact centers, where customer service is a 24/7 operation. New employees (agents) appear more...

In December 2024, DMG Consulting conducted our annual global survey of enterprise, customer experience (CX), contact center, and customer service leaders concerning their business...

It is always important to remember, as we enter the New Year, to focus on what truly counts and that is people. For contact...

Welcome to the Top 5 Blog Posts in November. Topping the list this month, Kathleen warns of the downside to prioritizing cost-cutting measures, such...

According to research by Gartner, companies focusing on a total experience (TX) strategy will beat their competition by as much as 25% in terms...

Many business owners who set out to create long-lasting ventures choose to delve into service-based businesses. These can run the gamut from restaurants to...

Mark McKinney starts off the top 5 this month with his article unpacking the FCC's recent rulings. He explains the rulings and how they...

In today’s labor market, retaining agents is more difficult than ever. And it’s likely costing your contact center. Because agents have so many options, contact...

What comes to mind when you think of fantastic customer experiences (CXs) you’ve had? If you’re like me, I think of the agent who went...

Simply put employee experience (EX) is what it feels like to be part of something. Every touchpoint - from the moment someone interviews for...

In an era characterized by rapid digital transformation and staffing shortages, the importance of data entry and accuracy has become a central pillar in...

I have long admired Rodney Crowell, the songwriter behind “Shame On The Moon,” a classic from 1979. Recorded by Bob Seger in 1982, this...

In today’s society, three decades can feel like a lifetime in Corporate America and I have been on the front lines throughout its evolution....

Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The...

Game Plan was a pinball manufacturer that produced pinball tables from 1978 to 1985. It was a subsidiary of AES Technology Systems and was...

Today’s customers want more than just products and services. They demand memorable experiences that go beyond simple transactions. Therefore, to meet increasing customer expectations,...

I know, I know. Last time you heard from me, in my January 2022 column in this magazine, I told you I was retiring....

We all know that customer experience (CX) is vital to the success of any business. But many leaders don’t realize that the key to...

Customer service, but particularly support, has grown in importance significantly in today’s online world. Getting such help has also become a lot more convenient...

People tend to focus on the amount of time they spend on hold when they think about what’s wrong with customer service. But I’m...