DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs. By Donna Fluss. View this document on the publisher’s website.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management 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. When: Today, 11 March 2021. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

Taylor Reach Group

AUGUST 26, 2020

Keep in mind that only a small percentage of customers complete surveys (higher percentage if calling). So you need to initiate enough surveys to get a reasonable sample size. To find out more about how Taylor Reach can help your company with First Contact Resolution, CLICK HERE to schedule a free consultation.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

DMG Consulting

APRIL 13, 2022

Interaction Analytics: What’s Driving Adoption. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. By Donna Fluss. IA Provides Insights Into The Voice Of The Customer.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

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

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management 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.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. of survey participants. 2022 Top Contact Center Priorities/Goals.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

APRIL 8, 2024

WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. The future of this process is analytics-enabled QM (AQM).

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 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

NOVEMBER 8, 2023

What goals can AI help them achieve: Enhancing self-service? Take DMG’s 2-minute 2024 Contact Center Goals and IT Investment Survey } Ultimately, contact center leaders are trying to figure out which technology partners and applications will make practical and meaningful contributions to help them achieve their goals.

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

DMG Consulting

FEBRUARY 5, 2020

DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. IVA, bots, RPA, AQM, self-service, WFM, etc.)

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

Global Response

MARCH 26, 2024

Leverage customer feedback and data analytics. As with all customer satisfaction services, customer feedback and data analytics provide invaluable insight. Review survey responses and analyze call recordings to understand why specific calls weren’t resolved the first time. Are there gaps in your service?

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

DMG Consulting

DECEMBER 4, 2023

When it comes to contact centers (sales, marketing, service, collections, HR, technical support, etc.), These technologies will also be magnificent for transforming self-service into systems that customers really like. The “real” power of AI is its ability to change your servicing paradigm and how your company approaches the CX.

Customer Experience 48

Customer Experience Self service Enterprise Contact Center 48

CSM Magazine

FEBRUARY 29, 2024

The feature – which was the cover story in the UK-based publication’s weekend magazine edition – was focused on the latest Customer Satisfaction Index (UKCSI) from the Institute of Customer Service – which painted a bleak picture for UK businesses. From banking to utilities to services, not a single sector was spared from the downward trend.

Journey mapping 52

Journey mapping Self service Banking Customer advocacy 52

Pointillist

JUNE 7, 2021

In this year’s survey, we sought to uncover what separates customer experience leaders from laggards. Pointillist surveyed over 1,150 CX, marketing, analytics and customer care professionals from various industries across the world to identify best practices, approaches, benchmarks and tactics used by top performing organizations.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

DMG Consulting

JANUARY 29, 2021

This is exactly what DMG asked enterprise, IT and contact centers leaders from around the world in our annual contact center goals and priority survey, conducted in November and December 2020. After the pandemic is over, are you going to have some/all contact center/customer service employees work from home? of respondents.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

MAY 26, 2020

2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). . WFO Trends in 2020.

Analytics 96

Analytics Contact Center APIs Consulting 96

CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today. However, there are other ways to nurture your brightest talent.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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. These solutions also include self-service capabilities to assist employees with internal activities such as scheduling and HR processes.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

DMG Consulting

DECEMBER 6, 2022

In order to deliver an outstanding and personalized customer experience in all touchpoints, companies need a way to identify and resolve issues and bottlenecks throughout the service delivery process. Self-service will continue to grow in importance – Self-service is increasingly the channel of choice for consumers, as long as it works well.

Self service 48

Self service Enterprise Consulting Consulting 48

NobelBiz

OCTOBER 24, 2023

Self-service web portal for issue resolution. Post-interaction surveys to gather insights. Encouraging post-call surveys to gather feedback. You’ll need the right tools and data analytics capabilities to paint the big picture accurately. IVR (Interactive Voice Response) system for initial call routing.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

JustCall

APRIL 5, 2023

Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. This includes collating information from surveys, marketing initiatives, and/or team interactions, etc. Traditional customer support models will not cut it.

Management 52

Management CRM Analytics Customer retention 52

NobelBiz

AUGUST 28, 2023

Real-Time Analytic tools provide insights into agent performance, customer sentiment, and channel effectiveness, allowing for quick adjustments and data-driven decisions. Speech and Text Analytics can monitor interactions, identify trends, and uncover customer insights, enhancing agent training and performance optimization.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Fonolo

AUGUST 29, 2019

Jeanne Bliss, CCO Pioneer, Keynote Speaker, Author and Consultant: “Build your “RESPECT DELIVERY MACHINE!” Annette Franz, Customer Experience Consultant, Speaker, and Author: “ Here’s the thing about technology: It is a tool and a facilitator of the customer experience, but it is not the experience.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

DMG Consulting

JUNE 9, 2023

An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA) self-service capabilities. The post CCaaS Market Drivers and Inhibitors appeared first on DMG Consulting.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

ChurnZero

JANUARY 10, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. Demand for candidates with technical talent grows with product complexity. Last year, 63.3%

Coaching 52

Coaching Benchmark Consulting Consulting 52

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. This could mean eliminating pain points in the customer journey, developing new products and services, or developing self-service tools and technologies that increase convenience.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

TechSee

APRIL 10, 2018

Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. Embracing technology provides BPO with the opportunity to own the automated self service part of the process.

Call Center 139

Call Center Technology outsourcing Self service 139

JivoChat

JUNE 29, 2023

Some companies engage consultants to help them with their digital transformation to design and develop their brand experience; others just learn from influential entrepreneurs in the market. To leverage data effectively, you can use tools like customer analytics and machine learning algorithms to analyze customer data and identify patterns.

Analytics 88

Analytics Chatbots Feedback Surveys 88

Tethr

JUNE 21, 2019

But, at the same time, there is widespread and growing acknowledgement among CX leaders that surveys – while a powerful and easy-to-deploy tool for customer listening — are under incredible pressure in the form of a growing reluctance by customers to actually fill them out, let alone provide actionable feedback to companies.

Benchmark 55

Benchmark Surveys Consulting Consulting 55

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. We were all given a little empathetic medicine this year.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Talkdesk

NOVEMBER 25, 2020

This includes IVR, omnichannel, self-service and outbound. This includes applications for agent assistance, customer self-service, knowledge management, security monitoring, and even sourcing contact center talent. Workforce engagement applications to ensure teams are engaged, empowered and productive.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

CSM Magazine

NOVEMBER 3, 2022

Gartner ’s “2022 CEO Survey — The Year Perspectives Changed” revealed 91.5% With AI, and specifically conversational AI, businesses can quickly and effectively address contact center staffing shortages and lower costs by enabling value-driven self-service that reduces the volume of human agent interactions.

Customer Experience 52

Customer Experience Telecommunications Virtual Agent Contact Center 52