DMG Consulting

SEPTEMBER 24, 2021

IA PROVIDES INSIGHTS INTO THE VOICE OF THE CUSTOMER. Voice-of-the-customer applications, also known as surveying solutions, ask customers how they feel about specific situations, but they can be used on only a limited basis, provided people respond at all.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. Next-step suggestion: Consider implementing a pilot program to determine how collaboration between customer service agents and subject matter experts can improve service, based on KPIs such as CSAT and FCR rates. AI-Driven Agent Decision Support.

Call Center 136

Call Center Contact Center Self service call center solutions 136

CSM Magazine

JANUARY 27, 2021

DMG, a leading independent contact centre research and consulting firm, annually conducts reports on the workforce optimisation (WFO) industry, including market trends and challenges, predictions and vendor market share, as well as an extensive customer satisfaction survey to measure end-user experience with vendors and their products.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

DMG Consulting

APRIL 13, 2022

IA Provides Insights Into The Voice Of The Customer. Voice-of-the-customer applications, also known as surveying solutions, ask customers how they feel about specific situations, but they can be used on only a limited basis, provided people respond at all.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

DMG Consulting

JUNE 8, 2021

Interaction analytics enables companies to alter the outcome of customer conversations, responding with real-time alerts and next-best-action guidance to agents, regardless of where they are located.

Consulting 59

Consulting Consulting Analytics Marketing 59

DMG Consulting

JANUARY 29, 2021

This is exactly what DMG asked enterprise, IT and contact centers leaders from around the world in our annual contact center goals and priority survey, conducted in November and December 2020. After the pandemic is over, are you going to have some/all contact center/customer service employees work from home? of the responses.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Playvox

JANUARY 13, 2022

As an example, 35% of surveyed CEOs report expanding employee benefits in the last twelve months in an effort to reduce employee churn. . Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79