DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. million in 2003 to approximately $1.7 ANALYTICS RECEIVES AN ENCORE. Speech and text analytics, also known collectively as interaction analytics, provide a firsthand, unfiltered view of what transpires between customers and an organization.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Robert Davis

APRIL 5, 2018

both in-house and outsourced, rose from fewer than 80,000 to 565,000. In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. million, according to the Ad Age Encyclopedia of Advertising.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Vistio

JUNE 29, 2021

Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO). You have a long career in analyzing and consulting on front office BPO ecosystems, including contact center outsourcers, CRM technology players, offshore development agencies, and industry associations.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

Livepro

JULY 17, 2018

Luke has over 13 years of expertise across the Superannuation retail, outsourcing and profit-to-member sectors. Topic: ‘Using Analytics to improve Customer Experience’. In 2003 Paul joined CSBA because of his passion for understanding and improving customer service. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018.

Transportation 40

Transportation Government Multichannel Consulting 40

Robert C. Davis and Associates

APRIL 5, 2018

both in-house and outsourced, rose from fewer than 80,000 to 565,000. In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. million, according to the Ad Age Encyclopedia of Advertising.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. LinkedIn: Adrian Swinscoe – Aspirant punk – Punk CX.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98