Archive | Strategy [Contact Center]
Great Service is a Customer Right (whitepaper)
Are You Ready for Digital Transformation?
By DMG Consulting on August 1, 2017 in Channels [Contact Center], Posts, Strategy [Contact Center], Technology
FCR in an Omni-Channel World (whitepaper)
By Harold Fluss on April 10, 2017 in Customer Journey, First Call Resolution, Performance Management [Contact Center], Strategy [Contact Center], Whitepapers
Reality Check: Will Customer Journey Analytics Be the Next CRM?
Top Ten Contact Center and Servicing Goals for 2017
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)
By Harold Fluss on March 15, 2017 in Channels [Contact Center], Strategy [Contact Center], Whitepapers
Enterprise Servicing Goals for 2017: Great Service is Formula for Success (Whitepaper)
By Harold Fluss on March 2, 2017 in Goals, Goals [Contact Center], Strategy [Contact Center], Whitepapers
Great Customer Service Isn’t an Accident
Outstanding Customer Experience Is Still Your Top Service Goal
The Customer Service Revolution (Whitepaper)
Buzzword Battle: Omnichannel Versus Multichannel
By DMG Consulting on August 1, 2014 in Contact Center, Omni-Channel Contact Center, Publications, Strategy [Contact Center]
Buzzword Battle: Omnichannel Versus Multichannel
Transforming Your Contact Center Into an Essential Corporate Contributor
By DMG Consulting on April 10, 2013 in Back Office, Contact Center, Management [Back Office], Publications, Social Media, Strategy [Contact Center]
Stop your contact center from being marginalized. Generate revenue, optimize your back office, take on social media.
2013 Contact Center/Back-Office Application Shopping
By DMG Consulting on January 30, 2013 in Contact Center, Publications, Strategy [Contact Center], Technology
Learn about new contact center and back office technology for 2013.
Social Media Belongs in the Contact Center
By DMG Consulting on July 2, 2012 in Contact Center, Publications, Social Media, Strategy [Contact Center]
Social Media Belongs in the Contact Center
Using Social Media for Customer Service – Best Practices for Doing it Right
By DMG Consulting on November 24, 2011 in Contact Center, Publications, Social Media, Strategy [Contact Center]
Using Social Media for Customer Service Best Practices for Doing it Right
Consistent Multi-Channel Support is a Strategic Imperative
By DMG Consulting on February 24, 2011 in Contact Center, Omni-Channel Contact Center, Publications, Strategy [Contact Center]
Consistent Multi-Channel Support is a Strategic Imperative
Should Service Be Stratified Based on Customer Value?
Should Service Be Stratified Based on Customer Value?
Delivering Great Service Is Harder Than It Looks
By DMG Consulting on February 10, 2011 in Contact Center, Customer Experience Management (CEM), Management [Contact Center], Publications, Strategy [Contact Center]
Delivering Great Service Is Harder Than It Looks
Customer Service Initiatives for 2011
By DMG Consulting on February 1, 2011 in Contact Center, Management [Contact Center], Publications, Strategy [Contact Center]
Customer Service Initiatives for 2011
Closing the Gap between Marketing and Customer Service
Closing the Gap between Marketing and Customer Service
Contact Center Innovation: What to Expect in 2010
By DMG Consulting on January 25, 2010 in Contact Center, Publications, Strategy [Contact Center], Trends
Contact Center Innovation: What to Expect in 2010
Will Customer Service Be Another Casualty of the Recession?
By DMG Consulting on May 1, 2009 in Contact Center, Customer Experience Management (CEM), Publications, Strategy [Contact Center]
Will Customer Service Be Another Casualty of the Recession?
Seven Trends Driving Contact Center Innovation
By DMG Consulting on February 2, 2009 in Contact Center, Management [Contact Center], Publications, Strategy [Contact Center], Trends
Seven Trends Driving Contact Center Innovation