DMG Consulting

NOVEMBER 25, 2024

This edition explores how artificial intelligence (AI) and generative AI (GenAI) are being practically applied in contact center as a service (CCaaS) platforms, including many of the core tools that directly impact and enhance the customer journey. To order your copy of the Report, visit dmgconsult.com.

Contact Center 48

Contact Center Artificial Intelligence AI Innovation 48

Customer Think

AUGUST 9, 2023

Defining good customer service depends on the product you sell. For automobiles, friendly in-person contact during a sale or service call can be the key. But what about global business services (GBS) organizations? […]

Business Services 52

Business Services Customer Service Sales Contact Center 52

Taylor Reach Group

JULY 13, 2017

There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. There are more than 800 discrete tasks associated with building a Call or Contact Center. Common Challenges include; ⦁ Accurately sizing your call center requirements. Compensation Modeling.

Contact Center 61

Contact Center E-commerce Technology Technology 61

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. How to leverage Net Promoter Score in your call center.

Net Promoter Score 142

Net Promoter Score Contact Center NPS Customer Satisfaction 142

CSAT.AI

AUGUST 31, 2022

However, in t heir Occupational Outlook Handbook for Customer Service Representatives, the BLS provides insight more specifically into customer service job projections in the US. Customer Service Growth Projections. The Rise of Gig Customer Service. That change of 1.4 You have options.

Customer Service 77

Customer Service Outlook Sentiment Analysis Education 77

Execs In The Know

AUGUST 12, 2024

Service Recovery Though many companies in the BPO sector pride themselves on the positive aspects of their first-call resolution (FCR) metrics, it’s important to consider how a BPO’s customer service agents respond to the remaining unresolved calls in their queue. Ultimately, those remaining calls fall to service recovery.

Sentiment Analysis 52

Sentiment Analysis AI CX Machine Learning 52

DMG Consulting

JUNE 1, 2022

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments.

AI 48

AI Contact Center Artificial Intelligence Innovation 48