Customer Experience

Should Customer Service be a Sales Channel?

September 16, 2017
DMG in the News, Employee Engagement / Life Cycle Management, General [CRM], Inside Sales, Posts

The Omni-Channel Agent Experience

August 2, 2017
Channels [Contact Center], Omni-Channel Contact Center, Posts, Servicing Applications, Technology & Applications

Are You Ready for Digital Transformation?

August 1, 2017
Channels [Contact Center], Posts, Strategy, Technology & Applications

Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They Want

June 26, 2017
Channels [Contact Center], Omni-Channel Contact Center, Posts

IVR Optimization Improves Service and Reduces Costs

June 4, 2017
DMG in the News, Interactive Voice Response (IVR), Self-Service / IVR / IVA

IVR Optimization Improves Service and Reduces Costs

May 2, 2017
Contact Center, Interactive Voice Response (IVR), Self-Service / IVR / IVA

Reality Check: Will Customer Journey Analytics Be the Next CRM?

April 10, 2017
Customer Journey Analytics (CIA), Strategy

Great Customer Service Isn’t an Accident

December 11, 2016
Contact Center, Publications, Strategy

Speech Analytics Can Help Alter the Service Paradigm

December 11, 2016
Contact Center, Interaction Analytics (Speech & Text), Publications

Back-Office Departments Are Essential to the Customer Experience

June 25, 2016
Back Office, Publications