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.