Tag Archives | CX
Digital Transformation Roadmap for Contact Centers (whitepaper)
Sales, Marketing and Enterprise Uses of Interaction Analytics
Interaction Analytics: An Enterprise Vision and Practical Applications
AI Will Change the Service Game, Eventually
By DMG Consulting on May 21, 2020 in Artificial Intelligence, Customer Service, Digital Transformation, Millenials, Posts, Technology, Trends
What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience?
A Channel is a Channel
By DMG Consulting on November 7, 2019 in Channels [Contact Center], Newsletter, Omni-Channel Contact Center, Servicing Applications, Technology
Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)
Customer Service Is Everyone’s Responsibility
By DMG Consulting on March 1, 2019 in Customer Experience Analytics, Customer Journey, Management [Contact Center], Posts, Technology
Innovation Is What Makes Us Great
Great Service is a Customer Right (whitepaper)
Scouting Report: Speech Analytics Enters Its Next Act — Maturity
By DMG Consulting on January 2, 2018 in Analytics-Enabled QA, Artificial Intelligence, DMG in the News, Posts, Quality Management/Liability Recording, Speech Analytics, Technology
Chat Is Not Replacing the Voice Channel for Customer Service
By Chris Detmer on November 8, 2017 in Channels [Contact Center], Omni-Channel Contact Center, Posts
The Omni-Channel Agent Experience
By DMG Consulting on August 2, 2017 in Channels [Contact Center], Omni-Channel Contact Center, Posts, Servicing Applications, Technology
Are You Ready for Digital Transformation?
By DMG Consulting on August 1, 2017 in Channels [Contact Center], Posts, Strategy [Contact Center], Technology
Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They Want
IVR Optimization Improves Service and Reduces Costs
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
IVR Optimization Improves Service and Reduces Costs
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
Omni-Channel Contact Centers are Required in the Digital Era (whitepaper)
By Harold Fluss on April 4, 2017 in Channels [Contact Center], Contact Center, Customer Journey, Omni-Channel Contact Center, Technology, Whitepapers
Your Customers Deserve a Better IVR (whitepaper)
By Harold Fluss on March 30, 2017 in IVR Analytics, IVR/Speech Recognition, Self-Service, Whitepapers