Recent posts by:
Donna Fluss - President, DMG Consulting LLC
Enterprise feedback management (EFM) is an essential function that all organizations should perform, regardless of their line of business. While there are a number of applications that can provide an understanding of customer needs and wants, the simplest and often most effective way to determine ...
For more than 20 years, enterprises have downplayed the importance and contributions of their back-office operating groups. These departments are an integral component of the overall customer experience and are involved in many steps throughout the customer journey. While their responsibilities ...
In just ten short years, speech analytics has become an essential transformational tool for contact centers. Adoption has been rapid because it is the only application that structures customer conversations and converts them into metadata that can be analyzed. It is sold by vendors who appreciate ...
Contact center agents know more about what is happening in a company than almost any other employees in the organization, since customers are not shy about sharing their thoughts and opinions when they call. Unfortunately, few contact centers have a formal or even informal process for sharing this ...

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