Tag Archives | CX
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
Top Ten Contact Center and Servicing Goals for 2017
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)
By Harold Fluss on March 15, 2017 in Channels [Contact Center], Strategy [Contact Center], Whitepapers
Enterprise Servicing Goals for 2017: Great Service is Formula for Success (Whitepaper)
By Harold Fluss on March 2, 2017 in Goals, Goals [Contact Center], Strategy [Contact Center], Whitepapers
Is It Time to Replace Your Complaint Management System?
By DMG Consulting on July 1, 2014 in Complaint Management Apps [Contact Center], Contact Center, Customer Relationship Management (CRM), Publications
Is it time to replace your complaint management system?
Meeting the Social Media Challenge
Meeting the Social Media Challenge
Companies keep avoiding social media contact center integration
Companies keep avoiding social media contact center integration
Improving the Customer Experience with IVR Analytics
By DMG Consulting on November 10, 2012 in Contact Center, Contact Center: Analytics, Customer Experience Analytics, IVR Analytics, Publications, Self-Service
Improving the Customer Experience with IVR Analytics