DMG Consulting

FEBRUARY 1, 2022

Self-Service Is the Channel of Choice—When It Works. For companies that have been trying to offload customer inquiries and interactions to self-service solutions for decades, there’s great news: Self-service is becoming the customer channel of choice. AI and Self-Service.

Self service 59

Self service Virtual Agent Scripts Contact Center 59

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. This gives us the best of both worlds, enabling WaFd to serve its clients in the best way possible.”

Cloud contact 67

Cloud contact Self service Contact Center Virtual Agent 67

DMG Consulting

MARCH 31, 2022

Give Customers What They Want: Great Self-Service. Delivering an outstanding customer experience (CX) is a top goal for companies, as it is an essential and measurable differentiator between otherwise commoditized products and services. Donna Fluss. View this article on the publisher’s website. & Solving the Problem.

Self service 54

Self service Interactive Voice Response Virtual Agent Government 54

DMG Consulting

MARCH 1, 2020

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. Either way, during the past four decades, touch-tone and/or speech-based IVRs have become the most common form of customer self-service, second only to the web. By Donna Fluss. View this document on the publisher’s website.

Self service 87

Self service Interactive Voice Response Enterprise Virtual Agent 87

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

AUGUST 3, 2020

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

Consulting 62

Consulting Consulting Analytics Marketing 62

Lumoa

APRIL 28, 2024

You will need to reach out for a consultation first. However, if you are looking for a one-shop-stop solution for customer and employee experience and you have the budget of a large-scale enterprise, Qualtrics can be the right solution for you. Lumoa is the only provider that offers the same pricing no matter how many users you have.

Feedback 83

Feedback Consulting Consulting Enterprise 83

DMG Consulting

DECEMBER 7, 2022

DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service 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. MEDIA ALERT.

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Contact Center Consulting Consulting Marketing 48

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs. By Donna Fluss. View this document on the publisher’s website.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

DMG Consulting

FEBRUARY 14, 2022

DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers. Driving a new era in the servicing sector. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store.

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Consulting Consulting Contact Center Virtual Agent 48

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. The pressure is on for enterprises to improve their customer experience (CX). What’s ironic is at the same time executives are recognizing that they have a service issue, many are claiming to receive higher and higher Net Promoter Scores.

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Enterprise Contact Center Technology Analytics 59

DMG Consulting

DECEMBER 4, 2023

There are always challenges to handle, but what’s exciting is that when it comes to enterprises (and smaller businesses, for that matter), there are virtually unlimited opportunities to improve the CX and EX. When it comes to contact centers (sales, marketing, service, collections, HR, technical support, etc.),

Customer Experience 48

Customer Experience Self service Enterprise Contact Center 48

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction. Increasing use of self-service.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

TechSee

JANUARY 9, 2023

More companies also began using computer vision AI to guide customers through some self-service, reducing the need to dispatch technicians and avoiding the cost of increasing headcounts in call centers. Visual Self-Service. lockout-tag out).

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Technology Telecommunications Self service Consulting 109

DMG Consulting

MAY 15, 2024

And agents want to manage this themselves via self-service solutions, so they don’t have to ask a supervisor or WFM administrator for permission. And the cloud delivery model positions enterprises to receive an ongoing flow of enhancements as their needs change. The post Fixing WFM appeared first on DMG Consulting.

Contact Center 48

Contact Center Enterprise Self service Best practices 48

DMG Consulting

JULY 19, 2017

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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 31, 2019

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. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

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Contact Center Technology Self service Surveys 48

DMG Consulting

NOVEMBER 1, 2021

Enterprises should take this opportunity to identify all systems and applications that need to be enhanced, replaced or acquired. Would you like help in achieving your contact center or enterprise customer experience goals? If you would like to contact DMG Consulting, please click here. appeared first on DMG Consulting.

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Self service Consulting Consulting Contact Center 84

TechSee

JUNE 9, 2022

Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 No Vision, No AI, No Service. Use visual data to enhance self-service with context & customization. per contact.

Customer Experience 145

Customer Experience Self service Interactive Voice Response Technical Support 145

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022: The Year Dedicated to Improving the Customer Experience.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

AUGUST 31, 2021

Answer: Digital transformation, spurred on by the pandemic, has resulted in enterprises finally giving customers what they’ve wanted for the past five years – the ability to interact in their channels of choice, whether voice or digital, assisted by intelligent virtual agents (for self-service), as well as live agents, when needed.

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Virtual Agent Self service Enterprise Contact Center 78

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. I just want to call out our VP of operations and managed services at Kevin Lasky.

Consulting 52

Consulting Consulting Best practices outsourcing 52

DMG Consulting

MARCH 8, 2024

Although the Great Resignation brought the contact center staffing and retention issue to the attention of senior executives, they are losing interest in this challenge now that employer/employee relationships are stabilizing in many other enterprise functions.

Contact Center 48

Contact Center Real estate Self service Consulting 48

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Offer self-service functionalities through community and knowledge centers. Deliver in-app guidance and content aimed at prioritizing user adoption.

B2B 94

B2B CRM Enterprise Upselling 94

Beyond Philosophy

MARCH 31, 2020

One of the airlines I had bookings with had put a note for a number of days saying they are working on a self-service option to change tickets with open ones via their website or app. appeared first on Customer Experience Consulting. The response he received after complaining was even more disappointing.

Airlines 499

Airlines Healthcare Government Self service 499

DMG Consulting

JUNE 10, 2023

Because a growing percentage of consumers prefer to use self-service, many enterprises focus on improving these solutions and dedicate little effort to enhancing their live agent experience. This isn’t solving the service problem, for two reasons. The post Why Does Customer Service Keep Getting Worse?

Customer Service 48

Customer Service Self service Enterprise Consulting 48

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

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Customer Service Chief Customer Officer Contact Center Consulting 251

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent.

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Cloud contact Chatbots Contact Center APIs 96

DMG Consulting

DECEMBER 6, 2022

2023 is shaping up to be a tough year for many enterprises. Confronted by a unique economy, facing both inflation and recession, enterprise leaders know they need to concentrate on the fundamentals that matter most to their customers to come out of this period strongly. Influential CX Trends for 2023.

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Self service Enterprise Consulting Consulting 48

DMG Consulting

JANUARY 10, 2022

The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Source: DMG Consulting, December 2021. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

FEBRUARY 5, 2020

As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. IVA, bots, RPA, AQM, self-service, WFM, etc.) 2020 is looking to be an outstanding year for contact center investments. Do you plan to implement any automation solutions (e.g.,

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

DMG Consulting

MARCH 30, 2021

The digital transformation of enterprises and their contact centers was greatly accelerated as companies quickly made modifications to accommodate a rapidly changing economic environment and social distancing requirements. The post Contact Centers’ Digital Transformation Has Only Begun appeared first on DMG Consulting.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

DMG Consulting

DECEMBER 1, 2020

Artificial Intelligence (AI)-based self-service capabilities – Self-service has become the channel of choice for customers in many countries, as surprising as it seems. The benefits for enterprises are clear, as is the opportunity that these solutions are creating for much higher-level employment opportunities. .

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Contact Center Government Self service Virtual Agent 100

DMG Consulting

OCTOBER 6, 2023

In addition, some enterprises are beginning to create proprietary LLMs, enabling them to have complete control of the data leveraged by generative AI technologies used in their organizations. and customer service organizations. The post Generative AI for the Service World appeared first on DMG Consulting.

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Contact Center Call flow Enterprise Virtual Agent 59