Tag Archives | CX

What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience?

By DMG Consulting on February 18, 2020 in Q&A

Question: What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience? Answer: While there is no “one-size-fits-all” alignment, many successful companies now include a customer experience (CX) executive who manages all customer-facing operations either directly or indirectly. To underscore the importance of this position, it typically reports directly to [...]

A Channel is a Channel

By DMG Consulting on November 7, 2019 in Channels [Contact Center], Newsletter, Omni-Channel Contact Center, Servicing Applications, Technology

A Channel is a Channel Headlines shout the power and benefits of the newest “servicing” channels – one day it is social media and the next it is chat. In fact, no single channel is more important than another. What matters is that customers, prospects, partners, and everyone else receives a response in their channel [...]

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

By DMG Consulting on March 1, 2019 in Artificial Intelligence, Customer Service, Posts, Technology

Great Service is a Customer Right (whitepaper)

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Tag Archives | CX

What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience?

A Channel is a Channel

Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)

Customer Service Is Everyone’s Responsibility

Innovation Is What Makes Us Great

Great Service is a Customer Right (whitepaper)

Scouting Report: Speech Analytics Enters Its Next Act — Maturity

Chat Is Not Replacing the Voice Channel for Customer Service

IVR Optimization Improves Service and Reduces Costs

Enterprise Uses of Speech Analytics (whitepaper)

Using Interaction Analytics to Improve the Customer Journey (whitepaper)

IVR Optimization Improves Service and Reduces Costs

FCR in an Omni-Channel World (whitepaper)

Your Customers Deserve a Better IVR (whitepaper)

Top Ten Contact Center and Servicing Goals for 2017

Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)

Enterprise Servicing Goals for 2017: Great Service is Formula for Success (Whitepaper)

Is It Time to Replace Your Complaint Management System?