CCNG
MAY 27, 2021
Bring in Expertise – Wealth of knowledge Although you are the expert on everything about your company, center and customer, an outside consultant can bring in expertise on industry best practices for a variety of workstreams. Promote positive change – Catalyst for change – create a solution Consultants are expert change agents.
COPC
APRIL 1, 2024
Personalized Agent Training The adoption of digital gamification is a major component of this change. According to The Tech Report’s Gamification Statistics and Facts , 70% of the 2000 leading companies actively use gamification. The first is to enhance the customer experience, a goal most businesses share (88%).
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Fonolo
NOVEMBER 17, 2020
Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Storyline: Gamification. According to the State of Customer Service , the ability to calculate the return on investment from customer care is a weak point. Why Gamification Matters.
DMG Consulting
NOVEMBER 14, 2020
It presents information about how these solutions are being used, their benefits, as well as best practices to help companies realize the greatest return from their investments. It analyzes vendors, products, functional capabilities, pricing, as well as market, business and servicing trends and challenges.
DMG Consulting
APRIL 15, 2020
DMG’s 13 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. For more information, visit www.dmgconsult.com. # # #.
NobelBiz
APRIL 18, 2023
It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. While AHT is generally used to determine the duration of a client’s phone conversation, a business that uses an omnichannel strategy for customer care can compare phone support to other channels.
DMG Consulting
DECEMBER 7, 2020
It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.
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