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
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?”.
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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.
CX Accelerator
MAY 25, 2022
Your company will choose which channels to configure for customers to reach out. A customer experience team had to plan it out and set this all up on the back end. Deliberate decisions were made to make sure that the communication channels are easy to access and actually work to get messages from customers to the support teams.
Customer Service Life
DECEMBER 18, 2018
We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails. You have enough on your plate already though.
Call Center Weekly
MAY 2, 2018
Since 2005 I have led Callzilla , an outsourced contact center providing customer care and customer acquisition to top brands. Clients tap us to improve the customer experience, add channels such as live chat, gain market share among English and Spanish speakers, and more.
Aspect
MARCH 16, 2021
focuses on Aspect’s top partners around the globe and highlights the impact on agent and customer experiences. ? . Aspect’s channel partner program is designed to provide greater customer engagement through identifying the best and brightest channel partners to deploy Aspect’s solutions portfolio for both premise and cloud.?
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