DMG Consulting

APRIL 16, 2019

We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

RapportBoost

DECEMBER 10, 2018

From authoring and leading a customer experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Nate: Yeah, I was a huge advocate for the whole gamification trend, I guess you can consider it a buzz world at this point. Tony: Absolutely.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

OctopusTech

SEPTEMBER 29, 2022

You can also create an effective customer journey map by anticipating the needs of each client and giving them an individualized customer experience. It has a gamification approach where your team members can collect rewards after the completion of tasks so that they can work and grow with fun.

Customer Service 62

Customer Service CRM Self service Analytics 62