Tag Archives | Customer Journey
These 8 Technologies Are Transforming the Contact Center
By DMG Consulting on August 18, 2017 in Automatic Call Distributors (ACDs), Cloud-Based Contact Center, Customer Journey, Customer Support Applications, Dialing, DMG in the News, Intelligent Virtual Agents, Knowledge Management, Mobility, Posts, Speech Analytics, Technology, Voice Biometrics
Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They Want
Enterprise Uses of Speech Analytics (whitepaper)
By Harold Fluss on June 4, 2017 in Analytics, Customer Experience Analytics, Customer Journey, Speech Analytics, Text Analytics, Whitepapers
Using Interaction Analytics to Improve the Customer Journey (whitepaper)
By Harold Fluss on May 22, 2017 in Analytics, Customer Experience Analytics, Customer Journey, Speech Analytics, Text Analytics, Whitepapers
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?
Omni-Channel QA Best Practices for Contact Centers (Whitepaper)
By DMG Consulting on February 12, 2017 in Quality Management/Liability Recording, Whitepapers, Workforce Optimization
Outstanding Customer Experience Is Still Your Top Service Goal
The Customer Journey Matters, Every Step of the Way
The Customer Journey Matters, Every Step of the Way
Voice Is Changing, Not Disappearing
By DMG Consulting on July 28, 2014 in Contact Center, Customer Journey, Publications, Self-Service, Speech Analytics, Visual IVR
Voice Is Changing, Not Disappearing