DMG Consulting

NOVEMBER 1, 2022

Delivering Great Self-Service. Customers prefer helping themselves rather than interacting with live agents, when the self-service solution is effective. Today, customers believe they have a “right” to self-serve, and a well-curated and maintained knowledge base is key to success.

Management 48

Management Self service Enterprise Virtual Agent 48

DMG Consulting

AUGUST 2, 2017

Thank you for your interest in DMG Consulting’s publications. The Omni-Channel Agent Experience. Contact center agents, and other company employees, must be able to deliver a consistent, personalized customer experience across all channels, and provide timely resolution, ideally in the first contact. 7/27/2017.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

Solvvy

OCTOBER 12, 2022

When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . Self-service: Intelligent chatbots integrated with your knowledge base, help center, or customer support database help deliver accurate, consistent information to your customers.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

DMG Consulting

MARCH 1, 2019

Some of this can be avoided by using an up-to-date knowledge base. Other interactions can be resolved by using presence technology, which allows the agent to reach out to an expert in another department, although the customer will be put on hold. Donna Fluss is president of DMG Consulting.

Customer Service 72

Customer Service Average Handle Time Virtual Agent Contact Center 72

DMG Consulting

OCTOBER 4, 2018

Today it is viewed as an essential contributor to AI solutions, as the knowledge base is a great source of the data needed to feed AI solutions. KM has awoken to a new reality; one where enterprises, not just their service organizations, are receptive to the concept of a single source of enterprise knowledge.

Management 72

Management Virtual Agent Gamification Technical Support 72

DMG Consulting

JANUARY 17, 2019

Recent advancements in artificial intelligence, coupled with consumer partiality for digital channels, are driving interest in and adoption of intelligent virtual assistants (IVAs) and a related technology, robotic process automation (RPA), or “bots.” At the same time, customers benefit from individualized customer experiences.

Self service 66

Self service Best practices Contact Center Healthcare 66

Netomi

APRIL 7, 2022

Built for omnichannel support, Freshdesk enables businesses to deliver seamless customer service across digital and traditional channels, including email, chat, phone, and social media. works natively within the Zendesk Chat window and agent console, to resolve up to 80% of repeatable customer tickets within seconds with zero human effort.

CRM 52

CRM Brand ambassadors Analytics Chatbots 52

RichCall

SEPTEMBER 13, 2017

self-service. Blair Pleasant , analyst and consultant about Unified Communications. deliver these interactions in a more customer-centric manner, at a time that is most convenient for the customer, and which is based on their knowledge of when the customer is likely to be most receptive, in the preferred language.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

FEBRUARY 16, 2018

Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience. Activate, a strategy and technology consulting firm, predicted that by 2018 there would be 3.6 Over the years, AI has found its way into live chat, social media messaging, knowledge base systems, and more.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40