DMG Consulting

OCTOBER 6, 2023

Contact center and customer service technology vendors are applying generative AI to enhance their solutions, speed up implementation, and improve the accuracy of their findings. Generative AI is ideal for service organizations due to its ability to create content in response to inquiries. and customer service organizations.

AI 59

AI Contact Center Artificial Intelligence Omnichannel 59

Fonolo

JANUARY 14, 2020

It’s one of our favorite places to learn about every facet of consumer-first business management. Top Pick: Promoting a digital-first mentality throughout the contact center. Peter Lavers is a customer experience blogger and CRM expert, and one of the world’s top influencers in customer experience management. .

Customer Service 136

Customer Service Contact Center Social Media CX 136

Ameyo Callversations

SEPTEMBER 16, 2021

Case Management Model & Notation (CMMN) is essentially a graphical notation primarily used to apprehend methods of working that revolve around the handling of cases, requiring various activities to be performed to facilitate completely unpredictable solutions. Let’s talk a little bit more about CMMN and BPMN. What Is CMMN?

Case Management 93

Case Management Education Contact Center 93

Ameyo Callversations

MARCH 1, 2022

Call centers are emerging as pivotal areas of customer journey design and brand experiences, increasing the challenges that call center managers face today. On an operational level, nearly 50% of contact center firms believe retention to be a key challenge for talent management – McKinsey. Conclusion.

Contact Center 52

Contact Center Omnichannel Customer Satisfaction AI 52

DMG Consulting

AUGUST 14, 2017

Lastly, marketing will need access to the enterprise’s case management solution so they can track the actions taken on behalf of each customer. DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics.

Social Media 59

Social Media Customer Service Contact Center Case Management 59

1 to 1

MAY 19, 2020

For CX-leaders in the contact center space to overcome the fallout from COVID-19, the digital, remote, and perseverance strategies that carried them through the crisis in the first place may be their best move. Before COVID-19, many contact centers were operating in varying degrees of centralized hubs.

Real Estate 26

Real Estate Contact Center Innovation Case Management 26

Execs In The Know

MARCH 22, 2023

Do they shadow contact center agents to keep a pulse on the experience and most common contact topics? For starters, contact center leaders need to reexamine the KPIs they track to include what matters most to customers and the enterprise brand. Do leaders invest in solutions that improve experience?

CX 52

CX Contact Center Start-ups Education 52