UJET
DECEMBER 2, 2020
This is a guest post by Donna Fluss, the president of DMG Consulting LLC. In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. Let’s be real. But now the world is very different. appeared first on UJET.
UJET
DECEMBER 2, 2020
This is a guest post by Donna Fluss, the president of DMG Consulting LLC. In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. Let’s be real. But now the world is very different. appeared first on UJET.
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Fonolo
JANUARY 31, 2018
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. This white paper explores key areas that are sure to shake up the industry. Where to get it: [link].
Fonolo
AUGUST 29, 2018
Annette Franz – Customer Experience Consultant, Speaker and Author. Jeanne Bliss – CCO Pioneer, Keynote Speaker, Author and Consultant. Doing” human interactions well in an increasingly self-service world will set you apart. White Paper: CX Trends You Need to Watch in 2018.
Connecting the Dots
FEBRUARY 9, 2021
Flag customers that need onboarding or education; Motivate (via scaring, bribing or humoring ) those customers to get educated; Provide basic education on product use and how to avoid problems; Guide customers to self-service tools; Educate on advanced features; and. Evaluate education and onboarding.
Connecting the Dots
JUNE 16, 2021
For more information on customer onboarding, read our White Paper (PDF). The post Transparency & a Customer Onboarding Process Are Critical And All Too Often Poorly Performed appeared first on Customer Care Measurement & Consulting (CCMC).
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. In Empathy in Action , co-authors Tony Bates, CEO of Genesys, and Natalie Petuohoff, Ph.D.,
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