DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service 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.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

JUNE 12, 2022

Getting Started with Real-Time Speech Analytics. Real-time speech analytics is a highly beneficial and practical artificial intelligence (AI)-based application that should be used by contact centers to “listen” to customer conversations and provide guidance to agents as they are helping callers. June 2022 By Donna Fluss.

Analytics 62

Analytics Contact Center Best practices Consulting 62

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where: Available at the DMG Consulting online store. said Donna Fluss, President of DMG Consulting LLC. “In

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Consulting Consulting Enterprise Management 48

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where: Available at the DMG Consulting online store. About DMG Consulting LLC. MEDIA ALERT.

Self service 48

Self service Consulting Consulting Enterprise 48

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. MEDIA ALERT. Background: .

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Consulting Consulting Marketing Contact Center 59

DMG Consulting

FEBRUARY 14, 2022

DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting . MEDIA ALERT.

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Consulting Consulting Contact Center Virtual Agent 48

DMG Consulting

OCTOBER 12, 2022

Question: What’s the difference between real-time guidance and next-best-action recommendations in interaction analytics solutions? 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 models/algorithms.

Analytics 48

Analytics Scripts CRM Quality management 48

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

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Consulting Consulting Marketing Contact Center 48

Taylor Reach Group

AUGUST 26, 2020

The sample chart below presents ‘Frequency’ versus ‘FCR’ for 5 different call types with overall FCR of 83%. To find out more about how Taylor Reach can help your company with First Contact Resolution, CLICK HERE to schedule a free consultation. Follow Taylor Reach and Turaj Seyrafiaan on Twitter at @Taylor_Reach and @TurajSeyrafiaan.

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Analytics Interactive Voice Response Contact Center CRM 121

Beyond Philosophy

MAY 8, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. Author, consultant, and investor Nir Eyal, breaks down lying into a 2 x 2 framework.

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

Beyond Philosophy

AUGUST 29, 2016

It’s like we always say in our Customer Experience Consultancy work: Over 50% of the Customer Experience is emotional. Predictive Analytics is a field exploring this idea in detail. In predictive analytics, analysts use predictive modeling, which is using statistics to predict what will happen next.

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Analytics Consulting Consulting Customer emotions 278

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Once customer data has been gathered, an analytics function is required to derive meaningful, actionable insight from it. The 8 skills required by any CX team are: Strategy.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Are you ready for AI? Some firms are.

Self service 221

Self service Analytics Personalization Consulting 221

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. As a consultant, he guides clients who want to develop customer-focused cultures. Brad Cleveland, Author, Speaker & Consultant.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. 60% of all shoppers stopped at a booth with 24 jams and the number dropped to 40% when there were only 6 jams presented.

Analytics 109

Analytics Customer Experience Journey mapping Automotive 109

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. By Donna Fluss.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

CCNG

MARCH 1, 2022

This adds depth to what you are presenting, showcases your leadership style, and gives Mary visibility, which shows how you value her and how she is contributing to the company. Work on the project together, and give them specific acknowledgment as you both are presenting. This is Mary’s time to contribute.

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DMG Consulting

MAY 8, 2023

The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX). DMG Consulting research shows that approximately 50 percent to 60 percent of the WFO/WEM applications acquired by contact centers are sold through CCaaS vendors.

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Management Enterprise Analytics Contact Center 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

PeopleMetrics

JULY 31, 2018

Enter text analytics. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available. Let’s dig into the value that text analytics provides. Then text analytics organizes all topics in a visual display, often in the form of a word cloud. Still need convincing?

Analytics 79

Analytics Telecommunications Wireless Feedback 79

ClientSuccess

FEBRUARY 14, 2019

From : Gregg Frohman , Director of Consulting. It’s by far the best book I’ve read on how to identify the one thing you need to achieve and how to think analytically to achieve it. The post CSM from the Trenches: Mentors – Gregg Frohman, Director of Consulting, ClientSuccess appeared first on ClientSuccess.

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Consulting Consulting Best practices SaaS 50

Beyond Philosophy

MARCH 19, 2020

If you don’t have the data analytical skills, then there is no better time than the present to get them. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Data is getting cheaper to accumulate and less expensive to analyze.

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Consulting Consulting Marketing Customer Experience 479

Interaction Metrics

MAY 16, 2024

Phase #3: The purpose of this third phase is to present your data with insights you can use to grow your business, capture more customers, build a more engaged employee base, etc. If you’d like a free customer experience consulting session, get in touch. Read about this and register for a consulting session here.

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Customer Experience Surveys Consulting Consulting 62

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.

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Contact Center Average Handle Time Analytics Consulting 48

CSM Magazine

APRIL 4, 2024

For brands, the best affiliate programs offer a seamless integration with existing marketing channels, robust tracking and analytics capabilities, and flexible commission structures tailored to their business model. Key to identifying the best affiliate programs is understanding the needs and objectives of both brands and affiliates.

Marketing 52

Marketing Education Consulting Consulting 52

EPIC Connections

OCTOBER 20, 2017

EPIC Connections, a global customer engagement and contact center consulting company, announced today that it received the Collaboration Award from NICE inContact, a leading provider of both cloud and on-premise enterprise software solutions. The award was presented during inContact’s DEVone Conference last week in Salt Lake City, Utah.

Contact Center 38

Contact Center Virtual Agent Self service Enterprise 38

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. CSMs can then embrace their strategic role as a consultant, devoting more time to coaching customers on how to achieve their business outcomes by maximizing product value.

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B2B CRM Enterprise Upselling 92

DMG Consulting

NOVEMBER 8, 2023

Interaction analytics technology has been in the commercial market for more than 20 years and AQM for more than 12 of them. The Challenge At present, there are limited third-party resources (outside of the technology providers) with experience building AI-based solutions.

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

DMG Consulting

DECEMBER 5, 2022

Although there are some differences among the PBR solutions offered in the market, in general, the application captures and analyzes all available information about the customer and the agent, sourced from customer relationship management (CRM) applications or other servicing solutions, internal analytics, performance management applications, etc.,

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Average Handle Time Analytics Self service CRM 48

Call Center Weekly

APRIL 9, 2018

But, before we plan for the future, we must live in the present and deal with the problems of today. During this time, Chris has consulted with many clients, large and small on best practices and provided strategic guidance on improving inbox placement. As a pragmatist, Chris has an analytical, result oriented approach to business.

Best practices 143

Best practices Consulting Consulting Feedback 143

Callminer

JULY 22, 2020

Presenting affected parties with a clear, concise termination letter is an appropriate formal gesture meant to clarify that their professional relationship with your company has ended, but not all termination letters can or should be handled in the exact same way. Information about the notice period.

Call Center 182

Call Center Customer Service Best practices Coaching 182

DMG Consulting

AUGUST 10, 2023

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. The post Real-Time Guidance Is Key to a Great Service Experience appeared first on DMG Consulting. Like what you’re reading?

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Call Journey

OCTOBER 24, 2018

These tips on how to implement Speech Analytics will help you plan your onboarding better and utilize the new solution to its fullest. How to implement speech analytics” is one of the question we wished we were asked more often! Speech Analytics can be a powerful tool. Shep Hyken. Work with a reliable size data set.

Analytics 45

Analytics Construction Morale Technology 45

Aspect

OCTOBER 31, 2019

Presented by: Don Hudecek, Senior Product Manager, Aspect. Hands-On Review of Speech Analytics. Presented by: Mary Ward, Senior Solutions Consultant, Aspect and Carel Warfield, Senior Solutions Consultant, Aspect. Presented by: Michael Cavataio, Business Application Consultant, Aspect. LEARN MORE.

Multichannel 48

Multichannel Consulting Consulting Analytics 48

CSM Magazine

MARCH 31, 2023

Through careful implementation of inventory management for manufacturing solutions such as inventory tracking software or even specialized consultants, manufacturers can improve their products while reducing their overall costs. In the end, investing time and energy into proper inventory management can be well worth it.

Analytics 52

Analytics Consulting Consulting Technology 52

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. Find more at calabrio.com and follow @Calabrio on Twitter.

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Consulting Consulting At home agents Virtual Agent 59