Top Menu

Archive | Self-Service

The Recession’s Impact on Contact Center Technology Investments

The Recession’s Impact on Contact Center Technology Investments 2/15/2009 By Donna Fluss Connections Magazine   Printer Friendly Format       View this document on the publisher’s website. Three years ago, DMG Consulting predicted that the U.S. economy would enter a recession in 2009. While we did not anticipate the massive failure of financial institutions, we were expecting a […]

Continue Reading

Customer Process Changes Improve Performance of Self-Service Application 

Customer Process Changes Improve Performance of Self-Service Application  1/2/2008 https://www.dmgconsult.com/publications/articles.asp?id=166 http://www.crmxchange.com/speech/jan08.asp CRMXchange Publications/Self-Service, Publications/Self-Service/ IVR/Speech Recognition Self-Service Self-service, customer service, Contact Center, Call Center    

Continue Reading

Calls Are Not Going Away – Invest in Your Voice Self-Service Infrastructure

Calls Are Not Going Away – Invest in Your Voice Self-Service Infrastructure Calls Are Not Going Away – Invest in Your Voice Self-Service Infrastructure 7/31/2007 By Donna Fluss CRMXchange.com   Printer Friendly Format       View this document on the publisher’s website. Self-service applications are increasingly essential components of call center operations. Voice self-service applications handle a large […]

Continue Reading