DMG Consulting
SEPTEMBER 6, 2023
Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose.
Callminer
AUGUST 1, 2017
If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Average handling times (AHT) increase. Customer service diminishes. “One of the most important aspects of a call center is that phone traffic flows correctly…”.
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Netomi
SEPTEMBER 30, 2021
According to data from Google Trends , interest in “conversational AI” was practically non-existent from 2005 through 2017. One of the most popular and successful implementations is conversational AI for customer service and customer experience, a $600B industry with a lot of repetitive knowledge work.
Contact Center Geek
AUGUST 7, 2014
Here's a question to my fellow call center and customer service colleagues: have you re-evaluated your company’s cancellation procedures in light of the recent Comcast cancellation fiasco ? As a customer of Comcast myself, I gasped at the story recently about Ryan Block, the AOL executive that tried to cancel his Comcast service.
Contact Center Geek
MARCH 22, 2019
She is taught all about the products and services your company offers and how to overcome objections and answer customer questions. She is lauded for having the lowest Average Handle Time, highest Call Quality scores, and highest Schedule Adherence. This is a common practice in many contact centers.
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