DMG Consulting
MARCH 9, 2020
DMG Consulting Releases 2019 – 2020 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.
The Northridge Group
MARCH 28, 2022
Northridge employed a three-pronged approach to the analysis: Advanced data analytics – Using advanced data analytics and business intelligence tools, we integrated IVR data, call details and claims information across a multi-month timeframe. The data was loaded, cleaned, transformed, and analyzed using SQL tables.
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DMG Consulting
SEPTEMBER 12, 2019
Updating self-service solutions – There are many outdated interactive voice response (IVR) systems in the market. In some cases, every aspect of the application, from the technology to how it interacts with customers and what is says, is dated. and are designed to deliver concierge-style service.
Jive
AUGUST 27, 2018
Phone metrics inform data-driven decisions. In the era of Big Data and data-driven decisions, phone metrics can act as an invaluable measure of customer service. Only they could afford the collection services and analysts necessary to transform the data into a story and an agenda. See if it yields the same results.
Natalie Petouhof
AUGUST 15, 2022
Senior Strategic Business Consultant Director at Genesys, explain that Systems of Listening comprise the capabilities needed to track and capture customer feedback. These systems should capture data from any and every customer touchpoint — website, digital channel, social platform, contact center or IoT device.
DMG Consulting
APRIL 16, 2019
Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. who interact with them. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.
NobelBiz
AUGUST 3, 2021
If your answer is “No” to any of these questions then you have a plethora of productivity tools at your hands, and the most important ones are: IVR: (Interactive Voice Response): A solution aimed at increasing the quality and efficiency of your phone reception. Is there a knowledge base where they may go for answers?
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