Top Customer Contact Central Consulting Customer Experience Content for Sat.Mar 11, 2023

Sat.Mar 11, 2023

What are the benefits of consolidating contact center and back-office operations?

DMG Consulting

MARCH 11, 2023

Question: What are the benefits of consolidating contact center and back-office operations? Answer: Based on our research, DMG estimates that companies can reduce the number of employees in a back-office department by 25% – 40% while speeding up processing, increasing first contact resolution (FCR), and reducing errors, by combining it with related contact center or customer service functions.

Contact Center

Contact Center Consulting Consulting Customer Experience

80% of the companies fail to increase their satisfaction since 2010, why?

Beyond Philosophy

MARCH 11, 2023

I have been watching the American Customer Satisfaction Index for over 20 years. Many years, there wasn’t anything too surprising in the report. However, recently there has been, and it isn’t good news for most organizations. After nearly two decades of investment in customer experience, only 20 percent of organizations have managed to improve their customer satisfaction scores—leaving the vast majority, 80 %, having failed to do so.

Marketing

Marketing Customer Experience Management

Sat.Mar 11, 2023

What are the benefits of consolidating contact center and back-office operations?

80% of the companies fail to increase their satisfaction since 2010, why?

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