DMG Consulting LLC - Contact Center Consulting Services

DMG Consulting LLC is the leading contact center and real-time analytics consulting and research firm. We specialize in delivering customer-focused business strategy, operations and technology services for enterprises of all sizes. DMG Consulting works closely with clients to build world class, differentiated contact centers. We combine deep market expertise with hands-on contact center experience to provide tactical and strategic recommendations that yield quantifiable benefits for your company and your customers.

DMG Consulting offers a wide range of customized consulting offerings that we tailor to meet the unique needs and challenges of each client. Our highly skilled professionals work with you to identify a program that best meets your needs. We deliver results because we address all aspects of your contact center – staff, best practices, operations, technology and strategy.  Our offerings include:

Speech Analytics Effectiveness Workshop – This 2-day hands-on interactive workshop combines on-site training, brainstorming sessions, interviews, practice exercises, and group call reviews to help organizations obtain a better return on their speech analytics investment. The on-site portion is complemented by pre- and post-session conference calls for preparation and follow–up to ensure that organizations are deriving the greatest possible value from their speech analytics applications on an ongoing basis. Program deliverables include detailed critiques of the organization’s reporting package and planned actions, with feedback and recommendations to help the customer better apply the findings. Learn More

Rapid ROI Programs – These three-day engagements provide a customized business case and ROI analysis identifying the business and financial benefits (payback, net present value and internal rate of return) from potential investments. We identify operational enhancements that yield "hard" dollar savings and quantify the payback from technology and process opportunities in the areas of sales, marketing and customer service. The program deliverables include a comprehensive ROI model and a list of recommendations for achieving high-impact financial and customer benefits.

Operational Improvement Programs – DMG Consulting comes on site, rapidly identifies high-value opportunities and designs programs and project plans. This enables you to rapidly and cost effectively achieve results that will improve your customers’ experience and the effectiveness of your contact center. With an average of 20 years of experience working  in and with many functional areas in enterprises – senior executives, sales, marketing, operations, finance, human resources, product development, R&D and more – our consultants know what it takes to successfully meet enterprise challenges and achieve quantifiable results. We offer many operational programs, including:

• Contact Center Operational Improvement Program – DMG Consulting conducts an on-site evaluation of your contact center technology, processes, procedures and training. We create a strategic framework accompanied by actionable and tactical recommendations for modifying and enhancing your existing operation, procedures and systems.  Within a few days, you’ll receive a detailed project plan for enhancing your operating environment, practices, procedures, staffing and technology that will yield a high payback while improving your customers’ experience. These highly successful initiatives typically yield savings of more than 20%.
• Process Engineering – Following an on-site visit, DMG Consulting’s process engineers provide you with detailed recommendations to improve existing processes or draft plans for new ones. We are experienced business optimization specialists who can rapidly identify ways to improve the performance of all customer-facing activities in service, sales and marketing organizations.

Contact Center Performance Management – DMG Consulting literally wrote the book on contact center performance management (CCPM). CCPM is both a strategic and tactical initiative that dramatically improves the cost performance and internal and external perception of your contact center. It aligns the objectives of the contact center with enterprise goals and measures the performance of all people and groups within the organization. DMG Consulting’s staff has been involved with performance management for over 20 years. We can help you build a new CCPM program to optimize your contact center’s performance or improve your existing program. We can also assist you in selecting a solution to automate CCPM for your enterprise.

Internet Protocol (IP) Planning and Cost Justification – This program is strongly recommended for organizations that are considering or planning to convert or transition their contact center to IP.  DMG Consulting conducts a detailed functional, operational and financial analysis of the current environment in order to identify the potential savings from migrating to IP.  We quantify all areas where savings will be realized and draft a project plan to help you achieve maximum benefits and ensure a seamless transition. 

Customer Relationship Management (CRM) Strategic and Tactical Engagements – DMG Consulting’s staff of veteran CRM strategists have been guiding companies since the CRM concept was introduced to the market in 1996/7. Donna Fluss, President of DMG Consulting, is a former Gartner vice president and research director from the CRM practice. She participated in developing the original definition of CRM in 1997 and is one of the thought leaders in this area.  DMG Consulting specializes in helping companies design an enterprise or departmental CRM strategy along with a detailed and phased project plan for achieving measurable results.

DMG Consulting’s staff is also skilled at assessing ongoing or planned CRM initiatives and providing strategic and tactical recommendations for improving the return, benefits and results of projects. We are well respected for turning around projects where efforts have not yielded the expected results.  We come on site, analyze the situation and provide you with actionable recommendations and a project plan to get your CRM initiative back on track.

Technology and Vendor Selection – This is an essential service for any company upgrading, replacing or buying a contact center application. DMG Consulting works with you to identify the optimal acquisition strategy for your company – licensing, hosting or managed service.  We work with you on-site to establish and document functional, technical and contractual requirements. We then assist you in choosing the right solution and vendor. DMG Consulting can manage the entire selection process, from RFI/RFP creation to developing the business case, from selecting the right vendors to advising on vendor negotiation. This program consistently exceeds client expectations, achieving highly successful technology/vendor partnering with competitive pricing.

Customer Experience Management (CEM) Programs – It is increasingly important for companies of all sizes to build a customer-centric organization. DMG Consulting wrote the definition for CEM and can help you design a customer-centric strategy and program to leverage and enhance your existing investments and initiatives.  We work with you to identify cost effective ways to complement the investments you’ve already made to improve your interactions with customers. We can help your organization use customer-centricity as a strategic differentiator.

Quality Management Programs – DMG Consulting is the leading quality assurance analyst and consulting firm. We offer a wide variety of services, ranging from developing a complete quality assurance/management program to appraising and enhancing an existing initiative or quality monitoring form. Our quality management improvement programs employ best practices to objectively measure the quality and consistency of service delivery and to identify trends, service issues and training opportunities.

Self-service Assessment Initiatives – Self-service is no longer an option, it is a customer right. We work with you to evaluate your existing self-service (IVR and/or Web-based) systems and present actionable recommendations that will allow you to rapidly improve your system’s effectiveness while enhancing customer perception. We can also assist you in building a self-service strategy.

Real-Time Analytics/Speech Analytics Assessment Program – This program is targeted at identifying opportunities for immediately increasing revenue, improving customer retention, overcoming competitive challenges, increasing the response rates from marketing campaigns and remedying operational weaknesses. To kick off this program, we review your existing processes, information flows and systems for sharing information among sales, marketing and customer service organizations. This engagement delivers short-term suggestions for immediately improving the bottom line and intermediate-term recommendations for building a real-time analytics strategy.

Outsourcing (onshore, near-shore and offshore) – DMG Consulting’s staff has extensive experience in all types of outsourcing initiatives. We can help you determine if outsourcing is beneficial for your organization by conducting a financial and operational feasibility analysis that addresses financial benefits, socioeconomic factors and cultural issues.  We can assist you in all phases of the effort, including customizing a request for proposal, identifying and selecting an appropriate outsourcing partner anywhere in the world and drafting the contract and service level agreements.

Hosted Solutions Analysis – Hosting has emerged as a viable alternative to premise-based solutions. DMG Consulting continues to dedicate significant resources to evaluating the various hosted offerings available in the market. Let us use our extensive research and analysis resources to assist you in identifying the right solution for your company.

Training – DMG Consulting delivers a variety of training programs to help you enhance the knowledge and effectiveness of your staff. We address the strategic issues that will enable you to convert from a reactive, cost-oriented service environment to an engaged, real-time, profit-oriented contact center. We also address ongoing tactical issues in contact centers. Our experienced trainers bring a combination of hands-on expertise, training know-how and outstanding presentation skills to every engagement. Our standard training programs or customized presentations are stimulating, effective and realize actionable results.

Custom Consulting Services – DMG Consulting consultants are business optimization experts who specialize in improving the performance and perception of contact centers. We frequently customize engagements to meet the needs of our customers. For more information about any of the programs described above, or to ask a question about any other service that interests you, please call Deborah Navarra at 516-628-1098 or send her an email at deborah.navarra@dmgconsult.com.

via dmgconsult.com