Industry Report and Webinar with Donna Fluss

In January 2015, DMG Consulting LLC conducted a worldwide survey of enterprise executives and managers to identify their top servicing goals for 2015. The results reveal that enterprise executives in companies of all sizes are finally starting to appreciate that outstanding service is essential throughout the customer journey, and service excellence is not the sole responsibility of the customer service department or contact center. While the results of DMG's study are a positive indicator, it remains to be seen if enterprise executives are going to make the investments needed to support customer service initiatives.