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. RTG solutions also help improve regulatory compliance and script adherence.

Contact Center 48

Contact Center Average Handle Time Analytics Consulting 48

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…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Netomi

SEPTEMBER 30, 2021

According to data from Google Trends , interest in “conversational AI” was practically non-existent from 2005 through 2017. In this scenario, you likely engaged with a scripted, rules-based chatbot, with little to no conversational AI. Scripted chatbots have multiple disadvantages compared to conversational AI.

Scripts 52

Scripts Chatbots Entertainment Average Handle Time 52