Consulting Self service Surveys White Paper 
Fonolo
JANUARY 31, 2018
This is the latest in their “Inner Circle” series which is based on industry surveys. Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) Who wrote it: DMG Consulting, sponsored by Serenova. White Paper: 9 Critical Contact Center Trends for 2018.
Connecting the Dots
FEBRUARY 9, 2021
Both groups were surveyed on their satisfaction and views of SCE’s concern for conservation. Those customers receiving the email were 30% more satisfied with service and SCE, while only about half as many high bill complaints were received from them. For more information on onboarding, read our Customer Onboarding White Paper.
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Natalie Petouhof
AUGUST 15, 2022
“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Similarly, employee surveys can gather some actionable feedback. Clearly, there’s a gap to close.
Connecting the Dots
JUNE 16, 2021
Result : Both groups were surveyed on their satisfaction and views of SCE’s concern for conservation. Those customers receiving the email were 30% more satisfied with service and SCE, while only about half as many high bill complaints were received from them. For more information on customer onboarding, read our White Paper (PDF).
DMG Consulting
JULY 11, 2017
This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses. Thank you for your interest in DMG Consulting’s publications.
DMG Consulting
JULY 11, 2017
This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses. Thank you for your interest in DMG Consulting’s publications.
Transparent BPO
DECEMBER 3, 2019
This post — part five of our Expert Interview Series — features customer experience strategy consultant Peter Ryan discussing 2020 CX trends. TBPO: What does the future look like regarding AI, voice assistants, and other forms of self-service technology? Free infographic & white paper explains why.
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