Beyond Philosophy

JANUARY 27, 2022

I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). It was the CRM wave that receded in the early 2000s to make way for CX in the first place. . It was about CRM. .

CRM 195

CRM Consulting Consulting Quality management 195

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. When: Today, 7 June 2017. An effective way for them to expand the use of WFO applications throughout the enterprise is to partner with ERP, CRM and HRIS suite vendors.”. Where: Available at the DMG Consulting online store.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better. Click here to read the original.

Technology 74

Technology Customer Service Contact Center CRM 74

Monet Software

DECEMBER 21, 2018

It’s always nice to open a new year with industry recognition: our Workforce Optimization solution Monet WFO received the 2017 Cloud Computing Excellence Award from TMC. In April, Monet received a 2017 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC. Another award so soon?

Schedule adherence 48

Schedule adherence contact center solutions Contact Center Best practices 48

Aspect

JANUARY 3, 2018

The annual revenue for Amazon Web Services is expected to be about $18 billion in 2017, following recent growth of about 50% per year. Continuous and Seamless Upgrades – Updates to large on-premises software systems such as CRM, ERP, accounting and customer service can be expensive and disruptive. That’s always a big deal.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

DMG Consulting

SEPTEMBER 16, 2017

Some recordings are reviewed by a quality management team who evaluate, score, and coach agents on their performance. While DMG does not have any insight into the specifics of Wells Fargo’s contact centers, it’s likely that agents were given sales and up-sell goals that were closely monitored by management. By Donna Fluss.

Sales 48

Sales Customer Service Contact Center CRM 48

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. (For Source: DMG Consulting LLC, February 2017. I would like to receive the monthly DMG Newsletter. By Donna Fluss.

Contact Center 48

Contact Center Service level Consulting Consulting 48