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Contributed Articles

Enterprise Servicing Goals for 2014

By Donna Fluss, DMG Consulting

As the economy continues to improve in the US and around the world, 2014 is looking to be a good year for technology investments that are supported by a solid business case, and have quantifiable benefits and a rapid payback of one year or less. Enterprises and government agencies are expected to make investments to improve the customer or constituent experience. These investments will address the core infrastructure of contact centers and customer service organizations, many of which have not been updated in more than ten years. Other investments will be for management applications and analytics to help organizations make the most of every customer contact. Investments will be driven by the top 8 contact center/servicing trends for 2014. These trends are outlined in this article.
[Full Article]   Jan-29-2014


Transforming Your Contact Center Into an Essential Corporate Contributor

By Donna Fluss, DMG Consulting

It's no longer enough to deliver an outstanding customer experience, something too few organizations do anyway. Contact centers that want to be relevant in the era of social media need to transform from slow–moving, reactive organizations into real-time and even proactive departments that are a step ahead of customer needs.
[Full Article]   Apr-10-2013


The Six Sources of B2B Expectations

by Sam Klaidman and Harry Klein

In the old, pre-Web 2.0 days, businesses made promises (then called the brand) to prospects and customers that formed the basis of a potential relationship. These promises were then augmented by commitments made by sales people as the purchase decision came closer to fruition. These days, as a result of Google, social media, and instantaneous communications we see that the promises and commitments have now been replaced by expectations in the minds of prospects and customers.

This article presents a list of the six expectation sources, with examples and actions that can be taken to minimize negative or inaccurate information from influencing your prospects and customers.
[Full Article]   Apr-02-2013


2013 Contact Center/Back-Office Application Shopping

by Donna Fluss, President, DMG Consulting

It's been a tough few years for businesses. Technology investments have been constrained since the financial crisis first hit in 2009, creating great pent-up demand. This demand has been fueled by a new generation of highly innovative, actionable and surprisingly practical solutions delivered by contact center and back-office vendors. Here is DMG's list of 9 new or greatly improved applications/solutions that enterprises should consider investing in, due to their highly compelling value proposition. Each of these solutions can help contact centers or back office enhance the overall customer experience while improving staff productivity, which are two top enterprise goals for 2013.
[Full Article]   Jan-30-2013


Planning is the Best Way to Minimize Disaster Impacts

by Donna Fluss, DMG Consulting
As hurricane Sandy bears down on the East Coast, it reminds me of the importance of disaster recovery (DR) and business continuity (BC) planning, something that too many contact centers neglect. Most enterprise leaders agree that disaster recovery and business continuity planning is critical, but all too often budget constraints prevent organizations from making the necessary plans. Unfortunately, hurricanes, tornadoes, snowstorms, floods, fires and acts of terrorism remind us of how important it is to have strong DR and BC plans in place.
[Full Article]   Nov-06-2012


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