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DMG
Consulting LLC is the leading contact center and real-time analytics
research and consulting. We specialize in delivering customer-focused
business strategy, operations and technology consulting for contact
centers and enterprises of all sizes. DMG Consulting works closely with
clients to build world class, differentiated contact centers. We combine
deep market expertise with hands-on contact center experience to provide
tactical and strategic recommendations that yield quantifiable benefits
for your company and your customers.
DMG
Consulting offers a wide range of customized consulting offerings that we
tailor to meet the unique needs and challenges of each client. Our highly
skilled professionals work with you to identify a program that best meets
your needs. We deliver results because we address all aspects of your
contact center – Strategy, Operations, best practices, staffing,
technology and site selection. Our offerings include:
Contact Center Strategies
- Customer acquisition and
retention
- Improving customer service
and the customer experience
- Using more effective
cross-sell and up-sell to improve customer lifetime value
- Outsourcing (onshore,
near-shore and offshore)
- Improving sales results
with process improvements and meaningful performance measurement
- Productivity and Cost
Reduction for the Customer Centric Organization
- Building performance
management initiatives that align the contact center more closely
with enterprise goals
- Strategic Planning for Contact Center Executives
- Deploying Analytics to
Understand Customers and Drive Profits
Contact Center Performance and Best Practices
- Contact Center Operational improvement
- Process Reengineering
- Contact Center Performance
management
- Quality Assurance and
Management Programs
- Improving sales results
with process improvements and meaningful performance measurement
- Metrics, Measurement, and
Performance
Contact Center Technologies Assessment
- Rapid ROI Programs
- Speech Analytics
- Contact Center Performance Management
- Self Service
- IP Planning and Cost
Justification
- Technology and Vendor
Assessment
- Hosted solutions analysis
and assessment
- Real-time analytics/speech
analytics
- Workforce Management
Systems
- Web and IVR Self Service
Customers
- Customer Relationship
Management (CRM)
- Strategic and Tactical
Engagements
- Customer Experience
Management (CEM) Programs
- First Call Resolution
- Measuring and Managing
Customer Loyalty
- Customer Feedback and
Surveying Systems
Building
and Evaluating Contact Centers
- Contact Center Site
Selection and relocation
- Real estate selection and
negotiation
- Contact Center Design
- Contact Center Hiring and Staffing
Training
Programs
- Increasing agent
effectiveness through training and coaching best practices
- Contact Center Manager and
Supervisor skills development
Agents
- Reducing agent turnover
through enhanced training, process improvements, and effective
quality monitoring programs
- Empowering agents to
provide a better customer experience and reduce customer churn
- Workforce Planning and
Management
For
additional information or to speak to a DMG Consultant about our
programs, email deborah.navarra@dmgconsult.com
or call 516-628-1098 or simply click the button below for more
information about specific programs.
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