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Giving Thanks for Operational Peace: The Unseen Heroes in BPO During the Holidays

Outsource Consultants

Further, this connectivity is not only for maintaining customer relationships but also for efficiently managing a surge in sales during the holidays, focusing on upselling and cross-selling to enhance average order size. Customers respond positively when the agent on the other end of the call gets their local context.

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The Next Act: The AI-Enabled Contact Center

DMG Consulting

My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales. DMG expects that there will still be agents, but substantially fewer and with a greatly enhanced skill set. who interact with them.

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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. THE NEXT ACT.