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.

Contact Center 48

Contact Center Average Handle Time Analytics Consulting 48

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

DMG Consulting

AUGUST 31, 2018

The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales.

Contact Center 91

Contact Center Virtual Agent Healthcare Analytics 91

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.”

Contact Center 116

Contact Center Technology Self service Call Center 116

DMG Consulting

AUGUST 17, 2017

Thank you for your interest in DMG Consulting’s publications. These are the visionaries that are introducing new WFM or intraday management concepts and capabilities for front offices, contact centers, and branches. ActiveOps , founded in 2005, is a privately held company based in the United Kingdom.

Contact Center 48

Contact Center Consulting Consulting Marketing 48

Fonolo

FEBRUARY 5, 2020

Data by consulting firm A.T. This clever solution practically eliminates hold time for the call center, by offering callers the option of receiving a call back when an agent is available, instead of waiting on hold. Failing to meet these expectations can result in poor customer experiences and the likely loss of sales.

Customer Service 99

Customer Service B2C B2B Abandon rate 99