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When to Call a Contact Center Consultant…

CCNG

In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value. A consultant can be a sounding board for ideas. Identify Gaps or problems – Find the Problem Consultants conduct full 360 reviews of your contact center. This is what they do.

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DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure 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.

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The 3 “I”s to Empower Your Call Center Supervisors in 2021

Outsource Consultants

And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work. Their experience will help influence your entire call center operation. So why not just trust your call center to select their top-performing agents and wait for newly-minted supervisors to transform your customer experience?

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DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2019-2020 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.

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5 Applications to Boost Contact Center Performance in a Tough Economy

DMG Consulting

As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Gamification. The post 5 Applications to Boost Contact Center Performance in a Tough Economy appeared first on DMG Consulting.

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Call center cost reduction strategies

TechSee

First contact resolution (FCR) is one of the most critical KPIs used to gauge the quality of customer service and the overall efficiency of a call center. As FCR improves, and there is less need for customers to call back about the same issue, the overall cost of providing support decreases. Use automation as a force multiplier.

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Robert C. Davis and Associates partners with TouchPoint One to drive high ROI in contact center performance improvement efforts

Robert Davis

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Before supervisors can coach mastery, RCDA helps them become masters themselves. Press Release.