For Marks & Spencer, Customer Experience Has Always Been In Style [Video]


When a retailer takes customer experience to heart, they understand what it takes to keep customers happy and loyal in order to build a high-value brand that will see them through to the next century. And that is exactly what Marks & Spencer, a 130-year old British multi-national retailer specializing in home products, clothing, and Read More >

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The Rise of the Connected Customer [Analyst Webinar]

Digital Transformation

We are witnessing the rise of a new generation of customers, often referred to as the “Connected Customer.” This new class of customer is not simply defined by age or other common demographics. The future of customer experience is unfolding in new directions by a much larger group… those of any age who live a digital Read More >

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Don’t Let Your Contact Center Workforce Become The Walking Dead

contact center workforce zombies

Warning: Zombies have infected your contact center workforce.  You can’t escape these agents of the undead, lifelessly pacing around muttering brains… service levels…smoke break. As contact center professionals and leaders, I think we have to ask ourselves two questions: Are we causing this workforce apocalypse?  Are we giving our forecasters, schedulers, managers, and agents the proper Read More >

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What is Speech Analytics? [Analyst Blog]

DMG Consulting

Speech analytics, also known as audio mining, is software that uses a variety of techniques to convert unstructured conversations into structured output, turning it into metadata and transcripts. The output files can then be analyzed, and the enterprise can use the findings to identify customer insights, needs and wants. See the figure below. What is Read More >

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Delight Your Customers and Save Money with Proactive Care [Webinar]

proactive care

Did you know that 84% of businesses are interested in providing proactive and personalized customer communications? And that the majority of consumers welcome receiving timely messages and reminders from companies they do business with? Consumers today want an ongoing dialog with the companies they trust, and they have an expectation of receiving proactive communications in a Read More >

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Is Your IVR Ready to Greet Today’s Technology Savvy Customers?


Interactive voice response systems (IVRs) have been around since the mid-80s, greeting customers and allowing them to help themselves 24 hours a day. In many cases, the IVR has done such a great job that it has been developed, deployed, and forgotten, often times not reaching its true potential among the rising tide of alternative customer interaction channels. Read More >

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Critical Components of a Modern Contact Center [Webinar]

contact center webinar

Managing the many competing needs in your contact center is a never-ending balancing act.  You may be constantly wondering what is critical, versus what is just noise. So, what is critical? For starters, the fast-changing world of social and mobile – coupled with increasing customer demands – is driving a need for agility in adding new Read More >

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