DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Gamification Product and Market Report.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 7 June 2017. When: Today, 7 June 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 21 March 2017. When: Today, 21 March 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Mindtouch

APRIL 17, 2017

We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Anne Janzer , Cuesta Park Consulting, Author, Writer, Writing Coach, @AnneJanzer, LinkedIn. Andy Mowat , Box, Sr. Looking for the Top 25 list?

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. million in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Robust analytics platforms aren’t going anywhere. The post 5 Top CX Trends For Survival in the Age of the Customer appeared first on Customer Experience Consulting. Customer Experience Teams Grow Up.

Banking 124

Banking Metrics Big data Consulting 124

DMG Consulting

MARCH 15, 2017

Thank you for your interest in DMG Consulting’s publications. Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. Enhance reporting/analytics (27.2 What’s New in 2017? By Donna Fluss.

Contact Center 48

Contact Center Customer retention Self service Analytics 48

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. compared to 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 1, 2019

percent compared to the first half of 2017, and excellent for the contact center segment, which grew by 24.2 percent in the fiscal first half of 2018 compared to the first half of 2017, and Verint’s revenue grew by 11.2 million from $1.583 billion in the first half of 2017. ANALYTICS, AI, AND RPA. million, a 24.2

Marketing 84

Marketing Contact Center Analytics Enterprise 84

DMG Consulting

JUNE 3, 2017

Enterprise Uses of Speech Analytics (whitepaper). Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing. Thank you for your interest in DMG Consulting’s publications. By Donna Fluss. Introduction.

Enterprise 48

Enterprise Analytics Consulting Consulting 48

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). Blair Pleasant , analyst and consultant about Unified Communications. Contact Center and CX Research and Reports. of companies. omnichannel.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

DMG Consulting

MAY 22, 2017

Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. Thank you for your interest in DMG Consulting’s publications. By Donna Fluss.

Analytics 48

Analytics Consulting Consulting Surveys 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JANUARY 2, 2018

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. 12/21/2017. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. Speech analytics has reached maturity after 14 years in the commercial market. By Donna Fluss.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

DMG Consulting

APRIL 10, 2017

Thank you for your interest in DMG Consulting’s publications. Reality Check: Will Customer Journey Analytics Be the Next CRM? Reality Check: Will Customer Journey Analytics Be the Next CRM? The up-and-comer is customer journey analytics, or CJA, and it’s in the ring with the incumbent, CRM. Monthly DMG Newsletter.

CRM 48

CRM Analytics Journey mapping Interactive Voice Response 48

DMG Consulting

MARCH 8, 2019

DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% at the end of 2016 (July 2017).

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning.

Contact Center 116

Contact Center Technology Self service Call Center 116

Call Design

FEBRUARY 11, 2021

Other research (Ibrahim, Suan & Karatepe 2017) also finds that team leader support and self-efficacy impact an employee’s work engagement and quitting intentions. Ad hoc changes to an agent’s actions can highlight an issue before voice analytics can pinpoint this. Recent research (Zito et al.

Self service 103

Self service Consulting Consulting Sales 103

DMG Consulting

AUGUST 17, 2017

Thank you for your interest in DMG Consulting’s publications. August 2017. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Speech analytics. Customer journey analytics. Please complete the registration form below.

Contact Center 69

Contact Center Technology Big data Gamification 69

Clarabridge

MAY 4, 2017

To kick off the final day of C3, Rob Hatfield, Director of Operational Analytics and Consulting for HCSC, and Pam Plyler, Customer Experience and Executive Practice Lead of Northridge Group, delivered a rousing opening keynote about how they changed HCSC’s culture by thinking like the customer.

Customer Service 45

Customer Service Best practices Consulting Consulting 45

HGS

MAY 22, 2018

Healthcare has, undoubtedly, made B2C strides toward 24/7 optimized experience—from nurse triage to CRM and analytical PHM data collection. Further to this point, the cost of attaining compliance has steadily grown over the past few years, rising 43% from 2011 to 2017, according to a recent Ponemon report.

Healthcare 100

Healthcare B2C Government Analytics 100

Talkdesk

FEBRUARY 27, 2020

For example, according to a DMG Consulting report , the Cloud-Based Contact Center Infrastructure (CBCCI) market has increased its number of seats by 20.1% between 2017 and 2018. Pay attention to metrics Leading organizations in every industry are wielding data and analytics as competitive weapons.

Best practices 80

Best practices Abandon rate Contact Center Analytics 80

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Emotion analytics. This realization has seen investments in AI rapidly increasing. billion worldwide by 2025, with a CAGR of 22.9

Technology 122

Technology Customer Service Gamification Contact Center 122

aircall

FEBRUARY 13, 2017

Every type of organization has suffered the impact from SMBs to large companies or sales consultants. No wonder that over 25% of companies with 11 to 25 employees plan to spend more than $5,000 on sales training in 2017. One can easily make use of Aircall’s in-depth analytics and KPIs when dealing with the HubSpot-Aircall integration.

Sales 83

Sales Customer centricity Coaching CRM 83

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. LinkedIn: Adrian Swinscoe – Aspirant punk – Punk CX.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Outsource Consultants

MARCH 28, 2025

At Outsource Consultants, weve seen it firsthand: call centers in Mexico consistently rise to the occasion with agility, empathy, and tech-forward thinking. Data Analytics for Real-Time Decision Making Data analytics plays a vital role in crisis communication. During the 2017 Puebla Earthquake , a magnitude 7.1

Call Center 67

Call Center Management Interactive Voice Response outsourcing 67

Call Journey

OCTOBER 24, 2018

These tips on how to implement Speech Analytics will help you plan your onboarding better and utilize the new solution to its fullest. How to implement speech analytics” is one of the question we wished we were asked more often! Speech Analytics can be a powerful tool. Shep Hyken. Work with a reliable size data set.

Analytics 45

Analytics Construction Morale Technology 45

DMG Consulting

JUNE 13, 2017

Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. Outlook for WFO Vendors. Learn more at www.dmgconsult.com. Subscribe to the Free DMG Newsletter.

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

Serenova

MARCH 10, 2020

It’s an approach we’ve led by continually building out a unified platform, including quality management through our acquisition of TelStrat in 2017 and, more recently, with workforce management through our acquisition of Loxysoft’s ProScheduler. Mobile video for enhanced technical support.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

DMG Consulting

NOVEMBER 1, 2017

Thank you for your interest in DMG Consulting’s publications. 10/26/2017. 10/26/2017. WHERE DOES DESKTOP ANALYTICS FIT IN? Desktop analytics (DA) has been around for years and is struggling for general adoption. Its Automation and Desktop Process Analytics solution combines RPA and DA. By Donna Fluss.

Contact Center 59

Contact Center Analytics Enterprise Consulting 59

TeleDirect

MARCH 24, 2020

Since that 2017 collaboration, it looks increasingly likely that AI chatbots aren’t quite ready to grab the customer service torch. And while certain elements (chatbots and analytics, for example) are certainly impressive, the technology isn’t up to speed yet. Lagging technology.

Call Center 74

Call Center Business Process Outsourcing outsourcing Chatbots 74

DMG Consulting

FEBRUARY 7, 2018

In December 2017 and January 2018, participants were asked to identify and select their top servicing objectives from a list of 33 choices, and were also invited to write in additional goals. Improving customer journey mapping and analytics. Source: DMG Consulting LLC, January 2018. Enhancing customer engagement.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

Talkdesk

FEBRUARY 27, 2020

For example, according to a DMG Consulting report , the Cloud-Based Contact Center Infrastructure (CBCCI) market has increased its number of seats by 20.1% between 2017 and 2018. Pay attention to metrics Leading organizations in every industry are wielding data and analytics as competitive weapons.

Abandon rate 60

Abandon rate Contact Center Analytics Consulting 60