Preparing Your Contact Center for the Age of Virtual Agents

Taylor Reach Group

These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. So how can companies prepare for what might be the new normal of virtual contact support?

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. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

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DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 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. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

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. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics 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. DMG expects the number of RPA customers to grow by more than 100% year-over-year for the next five years. About DMG Consulting LLC.

Don’t Be Afraid of Using Virtual Agents in Your Contact Center

Outsource Consultants

An article by Dan Miller raises an interesting point: Implementing virtual agents into your contact center isn’t staying ahead of the curve, it’s common. Don’t Be Afraid of Using Virtual Agents in Your Contact Center.

Applications that Improve the Customer Journey

DMG Consulting

Applications that Improve the Customer Journey. Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.”

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 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. About DMG Consulting LLC.

DMG Consulting Releases 2019 Call Tracking Product Report

DMG Consulting

DMG Consulting Releases 2019 Call Tracking Product 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. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019 Call Tracking Product Report.

5 Banking Customer Experience Predictions for 2020

CSM Magazine

The death of voice as a contact channel for banking customers has been over-hyped. The expectation that customers would switch to mobile apps and online banking instead hasn’t happened. More customer contact channels, not fewer. Customer Service Articles

The 3 Contact Center Applications That Pay for Themselves

DMG Consulting

Thank you for your interest in DMG Consulting’s publications. Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. Executives care about the customer journey, but they are incented and compensated to keep costs down and profits high. The best contact center investments are those that contribute to cost reduction, productivity improvements, and a great customer experience.

IVAs Can Remake the Self-Service Landscape

DMG Consulting

A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. But here’s the catch: Just a small improvement in utilization rates can improve the customer experience and net millions in savings.

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report

DMG Consulting

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. Improving the customer journey is a particular focus of the new generation of contact center WFO suites and an area of great investment. . About DMG Consulting LLC.

DMG Consulting Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report

DMG Consulting

DMG Consulting Releases 2019 Contact Center Workforce Optimization. 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. Innovation in WFO offerings is being driven by the need to make organizations smarter and more productive through automation,” said Donna Fluss, President of DMG Consulting LLC.

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting

DMG Consulting Releases 2019 – 2020 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. The cloud-based delivery model is the future of contact center solutions,” said Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC.

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. 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.

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report

DMG Consulting

DMG Consulting Releases 2019 Robotic Process Automation 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. DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. About DMG Consulting LLC.

DMG Consulting Releases 2018 Knowledge Management Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 Knowledge 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. KM facilitates collaboration among departments, which improves the customer experience. About DMG Consulting LLC.

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report

DMG Consulting

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share 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. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 – 2019 Speech Analytics 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. Enterprises are seeking tools to help them understand and address customer needs more quickly. About DMG Consulting LLC.

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 – 2019 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. The fact that these customized contact center solutions can be built and customized quickly and easily, using standard development languages, is a game-changer.

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report

DMG Consulting

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. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its.

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 Robotic Process Automation 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. Robotic process automation is a game-changer for the economy, said Donna Fluss, President of DMG Consulting. About DMG Consulting LLC.

CXtech: Showcasing the Technology Transforming Customer Experience

Creative Virtual

Technology is changing many aspects of our lives, and customer experience is no exception. The CXtech Conference and Showcase , returning to London for a second year, will explore the technologies changing today’s customer experience (CX) landscape, from design to delivery to analysis. Creative Virtual is pleased to again be a sponsor of the event, co-located with the AI & Robotics Conference , on 31st October. By Mandy Reed, Global Head of Marketing.

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG Consulting

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share 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. AI and robotics represent both the future direction and a challenge for the WFO market,” said Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC.

We’re Coming to Rescue Your Failing Chatbot Project!

Creative Virtual

I’ve had many discussions with industry analysts this year who have echoed this same concern, and we’ve encountered this issue first-hand with some of our most recent customers who came to us for help after struggling with other chatbot products. Telecommunications company Telstra was in the news when their virtual agent Codi, a joint project with IBM and LivePerson, was branded a ‘virtual moron-idiot’ by customers. appeared first on Creative Virtual.

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG Consulting

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share 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. said Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC. 11/1/2017. WFO market is contracting; future is in the cloud.

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 – 2019 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. “It’s been a great year for the WFM market and there is a lot more to come”, said Donna Fluss, President of DMG Consulting. About DMG Consulting LLC.

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 – 2018 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. It’s going to be an interesting 3 – 5 years for the WFO sector as it undergoes a major shake-out,” says Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC.

Are You Ready for Digital Transformation?

DMG Consulting

Thank you for your interest in DMG Consulting’s publications. Digital transformation is a “hot” topic today for enterprises that are striving to deliver an outstanding customer experience cost effectively. A growing number of enterprises have acknowledged the need to change the way they do business if they want to continue to be relevant to their customers. Please complete the registration form below. First Name * Last Name Email Address *.

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure 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. The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC.

Step 5 of 5: AI Self-Service Without Compromise – Human-Centric Design from a Team of CX Experts

SmartAction

Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. Those functional areas are: CX Consultant – maps the business need to a business case for conversational AI. CX Consultant. Step 4>> . .

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.) 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.

Use AI to enhance the customer experience journey.

Call Experts

Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. 45% enhancements in customer ratings.

Build your business case to invest more in customer experience – Learn the metrics that move the needle

NICE inContact

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. Call it any name NPS score, CX score or calculate it any which way, they all point to happy, satisfied customers.

AI: On the Right Path but Not Yet Real

DMG Consulting

Thank you for your interest in DMG Consulting’s publications. Imagine a voice self-service solution, also known as an interactive voice response system (IVR) that self-corrects when it realizes customers are dropping out at a certain point in the script (application). Imagine an ACD that continuously enhances its routing algorithms, ensuring that the right transactions are delivered to the best-suited agents or associates. Donna Fluss is president of DMG Consulting LLC.

The Platform at the Heart of a Seamless and Efficient Customer Experience

Creative Virtual

There’s such a buzz around artificial intelligence (AI) and chatbots today, and it’s certainly a space that has changed a lot since I founded Creative Virtual 15 years ago. During a recent webinar with Engage Customer, I shared some of those learnings and took attendees through current industry trends and best practices as well as sharing some new innovations. It’s just as much about working with a vendor that can provide consulting expertise as the actual technology.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. Unify to Deliver Immersive Customer Experiences. Prepare For The Future of Customer Experience.

Customer Service Is Everyone’s Responsibility

DMG Consulting

Customer Service Is Everyone’s Responsibility. Customer service must be an essential element of the culture of every company, and all relevant departments must be part of the overall workflow. The days of interdepartmental squabbles must end, as it’s detrimental to customers and expensive for most organizations because it increases the number of employees who are involved in handling an issue, negatively impacting the bottom line. WHAT CUSTOMERS WANT.

The Omni-Channel Agent Experience

DMG Consulting

Thank you for your interest in DMG Consulting’s publications. The Omni-Channel Agent Experience. In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video. Please complete the registration form below.