Top Contact Center Investments in 2022

Contact center companies are always on the lookout for new and better ways to improve their customer service. This often comes in the form of new technologies, such as chatbots and artificial intelligence (AI). With many companies turning to AI to optimize their business processes, contact center executives are also becoming more aware of just how important contact center agents are to their overall success, increasing their focus and appreciation of their agents.

In today’s episode, Amelia talks with Donna Fluss, Founder and President of DMG Consulting, about the findings of the DMG report, Customer Experience, Contact Center and Servicing Priorities and Investment Plans for 2022. They will also discuss the top contact center and servicing goals for enterprises in 2022, what technologies contact centers intend to invest this year, and where employees are likely to work in the future.

With over 30 years of hands-on experience helping organizations build world-class call centers and assisting vendors to deliver differentiated solutions, Donna is leading global contact centers, analytics and back-office industry analysts and consultants to deliver outstanding customer experiences.  A recognized visionary author and speaker, Donna drives strategic transformation and innovation throughout the service industry and provides strategic and practical counsel for enterprises, solution providers, and the investment community.

Enjoy!

In This Episode

00:44 - The role Donna plays at DMG Consulting

01:20 - What the DMG report, Customer Experience, Contact Center and Servicing Priorities and Investment Plans for 2022, is all about

02:29 - The top contact center and servicing goals for enterprises in 2022

04:24 - What technologies contact centers intend to invest this year

06:38 - A comparison of the 2022 survey findings with the previous years

08:11 - Where employees are likely to work in the future

09:56 - The most significant finding in the DMG report

Favorite Quotes

04:55 - "We are seeing a lot of practical and effective AI applications coming into the market. Even though they're still relatively new, we are seeing benefits from those innovations." - Donna Fluss

07:48 - "It's wonderful to see that executives are finally paying attention to their agents who are the front door into the company and play an essential role in building relationships with their customers." - Donna Fluss

10:06 - "Executives are finally starting to appreciate their agents, the job of a contact center agent. It's a difficult job to consistently and empathetically deliver an outstanding customer experience." - Donna Fluss

10:52 - "Executives are demonstrating an appreciation of the critical role that agents are playing in their companies. And that is delivering that outstanding CX." - Donna Fluss

Engage with Donna Fluss
LinkedIn
DMG Consulting

Visit NICE
Website - www.nice.com
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YouTube - https://www.youtube.com/c/NICESystems
Twitter - https://twitter.com/NICE_CX
Linkedin - https://www.linkedin.com/company/nice-systems/posts/?feedView=all

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