DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, specifically, insights into their needs and wants.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

SurveySensum

OCTOBER 4, 2023

Feature Requirements List and prioritize features essential such as customized surveys for vehicle-specific feedback, integration with CRM systems for improved customer relationship management, and multichannel collection to reach customers via various touchpoints. Pros The tool is simple and user-friendly.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

DMG Consulting

APRIL 15, 2020

“The process of change, combined with the digital transformation, will improve the customer journey and enhance the customer and agent experience while reducing costs.”.

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

Experience Investigators

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM?

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

DMG Consulting

JANUARY 24, 2023

Companies that want a complete view of why customers/prospects are reaching out to them should use both speech and text analytics to capture and analyze insights from all interactions. The post Interaction Analytics Helps Companies Hear their Customers appeared first on DMG Consulting.

Contact Center 62

Contact Center Sentiment Analysis Text Analytics Omnichannel 62

DMG Consulting

JULY 31, 2019

Call tracking is also a step in the customer journey; it gathers important details about customers and their buying preferences, and shares this data with the contact center, where it can be used to optimize sales by routing calls to the most appropriate agent.

Contact Center 48

Contact Center Text Analytics Social Media Customer Relationship Management 48

DMG Consulting

MARCH 18, 2020

While it’s best for agents to have secure access to their customer relationship management (CRM) and other operating systems, DMG has found that agents will likely be able to address close to 50% of inquiries, depending on the vertical, without having to access customer records, at least at the beginning.

Contact Center 100

Contact Center Legal Government Text Analytics 100