DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

APRIL 16, 2019

Question: We are just getting started with speech analytics. Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table. AQM can also reduce the risks associated with fraud and out-of-compliance situations.

Analytics 115

Analytics Enterprise Quality management Coaching 115

JustCall

FEBRUARY 11, 2022

Bagging a sales job is like closing a sales deal. Good news is you can master both getting a sales jobs and making sales pitches. So, if you’re eyeing a new sales role, you’ve come to the right place. In this guide, you’ll learn everything about how to land a high-value sales job.

Sales 52

Sales B2C call center software B2B 52

JustCall

JANUARY 23, 2024

San Francisco, August 14, 2023 – JustCall today announced it has launched JustCall CTI App on Salesforce AppExchange, empowering customers to transform their communications by delivering comprehensive, hassle-free workflows for sales and support teams, leveraging AI-powered agent-assistance tools to enhance calls and contact center support.

Outbound sales 52

Outbound sales contact center solutions Contact Center SaaS 52

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Refining post-sale strategies to better understand and meet the needs of customers. For example, unified data bridges the gap between sales and CS teams.

B2B 91

B2B CRM Enterprise Upselling 91

DMG Consulting

MAY 8, 2023

Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications. The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX).

Management 62

Management Enterprise Analytics Contact Center 62

aircall

FEBRUARY 13, 2017

Sales calls are a necessity for every business. Yet, over the past 20 years the sales process has evolved a great deal and sales people were forced to adapt. Every type of organization has suffered the impact from SMBs to large companies or sales consultants. How sales has changed in the past years.

Sales 83

Sales Customer centricity Coaching CRM 83

Calabrio

NOVEMBER 1, 2016

Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. When implementing speech analytics, the pressure is on to quickly realize return on investment. Have a plan.

Analytics 81

Analytics Contact Center Consulting Consulting 81

Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. “A good outbound sales script contains a strong connecting statement. Leverage speech analytics software for ongoing training and coaching. Aim to connect.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Stratifyd

FEBRUARY 20, 2019

Additionally, we were named one of Gartner’s Cool Vendors in Analytics, one of Charlotte’s Best Places to Work, and the 2nd fastest-growing company in Charlotte. We are seeking a results-driven sales professional with a passion for establishing new customer relationships and fostering existing client relations.

Sales 40

Sales Management Healthcare Consulting 40

CX Global Media

JULY 10, 2019

Jim has 30+ years of contact center outsourcing experience in inbound, outbound, chat operations, and social media management spanning across the globe; His expertise includes operational performance management, e-commerce sales and service with an impeccable track record of innovation and advanced business intelligence. Roger Lee ??Customer

Contact Center 120

Contact Center Morale Coaching Analytics 120

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. The post Real-Time Guidance Drives Contact Center Digital Transformation appeared first on DMG Consulting.

Contact Center 48

Contact Center Average Handle Time Analytics Consulting 48

Fonolo

NOVEMBER 10, 2020

” — Jeannie Walters , CX Expert, CEO of Experience Investigators , TEDx Speaker, Consultant. ” — Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. ” — Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. A virtual workforce is an advantage.

Contact Center 135

Contact Center Consulting Consulting call center association 135

TechSee

MARCH 7, 2023

She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills. Sabine was recently recognized as a nominee for Sales Confidence’s TOP 50 UK SDR Managers of 2022.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

aircall

NOVEMBER 21, 2022

For sales and support teams, this means a heightened pressure to operate efficiently and better track performance; two tasks that have historically presented a significant challenge. With the current economic climate and increasingly competitive market, there’s no denying the corporate shift to achieve previously deemed “stretch” targets.

CRM 62

CRM Wait times Consulting Consulting 62

DMG Consulting

JANUARY 2, 2018

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. Speech analytics has reached maturity after 14 years in the commercial market. THE NEXT ACT FOR SPEECH ANALYTICS.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

Callminer

FEBRUARY 4, 2021

Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Adrian Travis is the Founder and President of Trindent Consulting. Carol Tompkins is the Business Development Consultant at AccountsPortal. Adrian Travis.

Call Center 345

Call Center Contact Center Finance Consulting 345

Call Center Weekly

DECEMBER 19, 2017

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys. Melissa Pollock is head of Content Development and Client Services for AmplifAI Solutions, Inc. ,

Technology 136

Technology Entertainment Customer Experience Coaching 136

DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. Analytics-enabled quality management. The post AI + IA = Great CX appeared first on DMG Consulting. Virtual assistants.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Coaching Contact Center Metrics 52

DMG Consulting

AUGUST 10, 2023

Real-time guidance (RTG) solutions are designed to advise and guide agents in resolving and handling service inquiries or closing a sale or collection. The real-time information collected while the customer is on the line can be aggregated and compared with business rules or AI-based predictive analytics algorithms or models.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

DMG Consulting

JUNE 29, 2017

Should Customer Service be a Sales Channel? . It’s standard procedure (and a requirement) to record sales calls, and in many cases both the call and screens are captured. Some of the recordings are reviewed by a quality management team who evaluate, score and coach agents on their performance. Customer Service is an Art.

Sales 48

Sales Customer Service Contact Center Consulting 48

CX Global Media

JULY 11, 2019

While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems. EXPERT SESSION – Critical Questions to Address to Avoid Speech Analytics Failure. Kate Nasser The People Skills Coach™ & Author of Leading Morale.

Contact Center 120

Contact Center CCNG Morale Coaching 120

JustCall

NOVEMBER 25, 2022

Sales calls are recorded, transcribed, and analyzed using conversation intelligence (CI) software. CI software can scan sales conversations to find keywords and conversational topics, allowing users to instantly jump to particular spots in the recordings of sales calls and further examine insightful data. G2 Reviews: 4.5

Real estate 52

Real estate CRM Coaching Contact Center 52

CX Global Media

FEBRUARY 8, 2018

Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. Additionally, the company’s routing solution can improve the customer experience, sales conversion and reduce talk time.

Contact Center 189

Contact Center Call Center Coaching Scripts 189

DMG Consulting

OCTOBER 6, 2023

Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

NobelBiz

NOVEMBER 27, 2023

This information facilitates performance analysis, accountability, and targeted training and coaching for agents. Enhanced Call Categorization: Modern call logging software allows businesses to categorize calls based on specific criteria, such as sales inquiries, customer complaints, or general inquiries.

Call Logging 59

Call Logging voip Contact center software CRM 59

Robert Davis

AUGUST 13, 2019

Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. Davis and Associates consults Fortune 500 clients, enterprise BPOs, and global utilities companies. Bright Pattern partners with Robert C. SAN BRUNO, CALIF., AUGUST 06, 2019.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

DMG Consulting

JANUARY 4, 2023

This is also the case for your contact center and other front and back-office service and sales organizations. Executives recognize the role and contributions of their customer-facing sales and service (collections, help desk, field service, etc.) The post Getting a Great Start in 2023 appeared first on DMG Consulting.

Contact Center 48

Contact Center Quality management Benchmark Enterprise 48

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Her reputation for mentoring, promoting collaboration, and resolving complex business issues has made her a sought-after consultant and speaker in the CX industry.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Mihai Corbuleac. csITsupport. Stacy Caprio. Stacy4Startups.

call center software 210

call center software Call Center Contact Center Analytics 210

ShepHyken

DECEMBER 23, 2022

Organizations will need a communications provider who evolves with them – a trusted partner who leverages their expertise and analytics to guide them toward the right solutions today and in the future. In the contact center, Generative AI can produce content for agent coaching. But supporting hybrid work isn’t enough. “In

Surveys 175

Surveys Education Enterprise Technology 175

Robert Davis

OCTOBER 22, 2019

Provide expert training, coaching, consulting and support. Davis and Associates in 1977, founder and CEO Bob Davis has built an industry-leading contact center training, coaching, consulting and support firm serving Fortune 500 companies across a wide array of industries. Since starting Atlanta-based Robert C.

Coaching 48

Coaching Call Center Consulting Consulting 48

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. Are there a lot of consultants based in Toronto?

SaaS 84

SaaS Consulting Consulting Coaching 84

aircall

MAY 19, 2017

Sales is an incontrovertibly competitive field. This article will detail how the combination of empowered salespeople and effective processes (such as click-to-dial) can light a fire under a sales department’s productivity. The sales metrics that matter to productivity. Persistence is also important to a sales team’s success.

Sales 81

Sales Call Logging CRM Metrics 81

Peter Lavers

NOVEMBER 14, 2017

So, if you are leading an Analytics , Data Science or Insight team , where should you invest? Two analytics leaders lay down the “which skills” gauntlet. These included data, analytics & statistical modelling teams (who would now be called Data Science). So, let me share those discussions and challenges with you.

Analytics 100

Analytics Banking Consulting Consulting 100