Tag Archives | Call Center
Contact Center Quality Assurance is Essential in All Channels
By DMG Consulting on May 25, 2018 in Digital Transformation, DMG in the News, Omni-Channel Contact Center, Posts, Quality Management/Liability Recording
Will Convergence of Clicks and Bricks be the Death of the Contact Center?
Top Workplace Best Practices for Contact Centers
WFM for the Digital Age
2018 Enterprise Service Goals
Apocalyptic Predictions and the Contact Center
KPIs for Managing your Contact Center
The Transforming World of Workforce Optimization
Welcome to the Hybrid World of Contact Center Software
Should Customer Service be a Sales Channel?
By Chris Detmer on September 16, 2017 in Agent Engagement, DMG in the News, General [CRM], Inside Sales, Posts
The AI Revolution: What’s Real and What’s Not
WFM Solutions and Vendors Are Not All the Same
Should Social Media be the Responsibility of Customer Service or Marketing?
The Making of Great Agents (whitepaper)
By Harold Fluss on July 27, 2017 in Agent Engagement, Coaching/eLearning, Performance Management [Contact Center], Training, Whitepapers
Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper)
Should Customer Service be a Sales Channel?
WFO’s Journey into the Future
IVR Optimization Improves Service and Reduces Costs
Tips and Techniques from the Gamification PlayBook
IVR Optimization Improves Service and Reduces Costs
What Channels Do Your Customers Prefer?
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