Contact Centers in the Web 2.0 World Web 2.0 technologies can support your customer service processes. 2/1/2009 By Donna Fluss destinationCRM.com Printer Friendly Format View this document on the publisher’s website. The world of customer service is changing. The accepted wisdom used to be that for every unhappy customer, you could count on 11 more […]
Archive | Strategy [Contact Center]
Hold On to Your Customers
By DMG Consulting on August 1, 2008 in Contact Center, Customer Retention, Publications, Strategy [Contact Center]
Hold On to Your Customers
Best Practices for Transforming Call Centers into Blended Sales/Service Organizations (Whitepaper)
The Contact Center Identity Crisis – You are who you talk to
By DMG Consulting on May 1, 2008 in Contact Center, Management [Contact Center], Publications, Small/Mid-Sized Enterprise, Strategy [Contact Center]
The Contact Center Identity Crisis – You are who you talk to
Maximizing Customer Retention: A Blueprint for Successful Contact Centers (Whitepaper)
2008 Contact Center Challenges
By DMG Consulting on February 1, 2008 in Contact Center, Management [Contact Center], Publications, Strategy [Contact Center]
2008 Contact Center Challenges 2/1/2008 https://www.dmgconsult.com/publications/articles.asp?id=168 http://www.destinationcrm.com/articles/default.asp?ArticleID=7491 destinationCRM.com Publications/Contact Center/Management, Publications/Contact Center/Strategy Management Challenges, Contact Center, Call Center
Call center centralization vs. decentralization analytic framework
By DMG Consulting on October 8, 2007 in Centralization vs. Decentralization, Contact Center, Publications, Strategy [Contact Center]
Call center centralization vs. decentralization analytic framework
A Weak Connection – Ignoring customer needs is extremely shortsighted and expensive
By DMG Consulting on August 1, 2007 in Contact Center, Customer Experience Management (CEM), Publications, Strategy [Contact Center]
A Weak Connection – Ignoring customer needs is extremely shortsighted and expensive
The Essential Contact Center: Delivering a World-Class Customer Experience
The Essential Contact Center: Delivering a World-Class Customer Experience
Building a customer-centric organization
By DMG Consulting on April 9, 2007 in Contact Center, Customer Experience Management (CEM), Publications, Strategy [Contact Center]
Building a customer-centric organization
Contact centers: Goodbye costs, hello profits
Contact centers: Goodbye costs, hello profits
Don’t Just Get Your Customers Off the Line; Make Contact Productive: An Interview With Donna Fluss
Don’t Just Get Your Customers Off the Line; Make Contact Productive: An Interview With Donna Fluss
Want Change in the Center? Start at the Top
Want Change in the Center? Start at the Top
Don’t Let Marketing Own the Contact Center
Don’t Let Marketing Own the Contact Center
Where’s the Value in Customer Contact?
Where’s the Value in Customer Contact? 9/20/2004 https://dmgconsult.com/publications/articles.asp?id=80 http://crmguru.custhelp.com/cgi-bin/crmguru.cfg/php/enduser/std_adp.php?p_faqid=1356 CRMGuru Publications/Contact Center/Strategy Strategy Strategy, Contact Center, Call Center
Business Process Management Drives CRM Success
By DMG Consulting on September 13, 2004 in Contact Center, Customer Relationship Management (CRM), General [CRM], Publications, Strategy [Contact Center]
Business Process Management Drives CRM Success Business Process Management Drives CRM Success 6/5/2003 By Donna Fluss ICCM Weekly Printer Friendly Format View this document on the publisher’s website. Does your CRM Project set to fail? Im tired of hearing about CRM failures. Yes, CRM projects fail frequently and will continue to do so until enterprises […]
For the Customer’s Sake, Don’t Let Marketing Own the Contact Center
By DMG Consulting on August 5, 2004 in Contact Center, Management [Contact Center], Publications, Strategy [Contact Center]
For the Customer’s Sake, Don’t Let Marketing Own the Contact Center