DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 2 December 2020.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 48

Fonolo

JANUARY 14, 2020

When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. We’ve all come a long way since 2010, but we couldn’t have done it without some of the most prolific influencers to ever lay hands on a keyboard. . Peter Lavers @ ThinkCX . Annette Franz @ CX Journey.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. The 2020 Report compares 100 energy utility automated telephone systems in the U.S. and Canada. Idaho Power was recognized as: Top Rated IVR System – Overall.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

CSM Magazine

JANUARY 27, 2021

Launched in 2010 with only $5000, Blindster has grown to become the largest retailer of private label, custom-made window treatments in the nation. His goal was clear; to make it easy to find the company’s products and allow customers to get help from expert consultants when needed.

Sales 52

Sales Customer Care outsourcing Customer centricity 52

CCNG

OCTOBER 19, 2022

Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Forrester, 2022) In 2022, an average of 59% of customers trust the brands they interact with, 2 percentage points higher than the 57% of customers who trusted brands in 2020.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Vistio

AUGUST 9, 2021

Rod Jones has over 35 years of experience in the contact center industry and is an internationally recognized thought-leader, industry analyst, strategic adviser and subject matter expert. We had about a 200-seat call center, and we’re definitely pioneers in the BPO space, and that moved over into about 2000.

Contact Center 52

Contact Center Consulting Consulting Call Center 52