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 respondents.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Keep surveys short and set customer expectations ahead of time. In uncertain economic times, they become even more critical to help navigate business health and growth.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Serenova

JUNE 6, 2019

The technology experts on the panel emphasized the importance of fully understanding how a cloud migration will affect all stakeholders—from IT to agents to finance—and bringing concerns to prospective vendors. Not all issues can be resolved well through self-service. Ensuring Post-Migration Success.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40