DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. When: Today, 7 June 2017. 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.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. When: Today, 18 October 2017. DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021. Mature sector with substantial opportunity.

Consulting 48

Consulting Consulting Analytics Marketing 48

Fonolo

DECEMBER 12, 2018

This number is expected to increase from less than two percent in 2017. What’s Inside: Gamification in the Contact Center. , or provide personality insights that help improve communication with prospects. 25 percent of customer service operations will use virtual customer assistants by 2020. This in turn can transform your business.

Gamification 116

Gamification Airlines Contact Center B2B 116

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. New architectures and intelligent automation position WFO sector to suceed. To order your copy of the Report, visit www.dmgconsult.com.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

Noble Systems

FEBRUARY 24, 2019

In fact, in its Q3 2017 survey of members, the National Association of Call Centers reported that 46 percent of contact centers would add headcount in 2018 in the form of replacement agents. With gamification, the company has transformed its culture into an employee-centric environment. Are you feeling any flu-like symptoms?

Gamification 66

Gamification Customer Service Contact Center Employee engagement 66

Influitive

FEBRUARY 8, 2017

The 2017 State of Customer Marketing Report indicates that over the next year, 93% of organizations expect that their customer marketing efforts will take on greater importance, and 62% will increase their staff or budgets in the customer marketing area. There’s no denying that the importance of customer marketing is growing.

Marketing 65

Marketing Gamification Customer advocacy B2B 65

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Taylor Reach Group

AUGUST 29, 2017

Gamification is a great way to help front-line associates own their performance and involves people at every level of the organization. Gamification methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification. Leaders are Trained, Not Born.

Gamification 99

Gamification Contact Center Coaching Employee engagement 99

CSM Magazine

DECEMBER 5, 2017

Gamification. Gamification will grow as a trend because most of the customer service workforce will be millennials or Gen Z. Both of those groups learn, absorb information and get motived differently, so incorporating gamification into recruitment, training and coaching will continue to become more and more important.

Customer Service 80

Customer Service Gamification Self service CRM 80

NICE inContact

AUGUST 23, 2019

In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). The attention span of Millennials is estimated to be 12 seconds, and only eight seconds for Gen-Z ( Forbes , 2017 ). Gamification is one key way to do so.

Contact Center 55

Contact Center Gamification Management Call Center 55

Lumoa

FEBRUARY 9, 2023

According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Customer Service Gamification Customer service gamification is a customer experience strategy used to enhance customer engagement and customer loyalty. ” – Shep Hyken.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

NICE inContact

AUGUST 23, 2019

In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). The attention span of Millennials is estimated to be 12 seconds, and only eight seconds for Gen-Z ( Forbes , 2017 ). Gamification is one key way to do so.

Contact Center 54

Contact Center Gamification Management Call Center 54

Aspect

OCTOBER 19, 2017

Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done. Once we get your results we will develop a customized report and you will receive a copy of our 2017 Contact Center Benchmark Report. Insight #3 – Optimizing your Workforce Management Investments.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Verint

DECEMBER 8, 2016

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?

Quality management 44

Quality management Gamification Self service Feedback 44

DMG Consulting

AUGUST 17, 2017

August 2017. Gamification. Another great match for Millennials—for whom gamification’s instant recognition and gratification are big pluses—and Baby Boomers are fans as well. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. By Donna Fluss.

Contact Center 69

Contact Center Technology Big data Gamification 69

Fonolo

JANUARY 29, 2019

billion in 2017 to USD 93 billion by 2022! Gamification is the future of employee engagement and attrition for the call center. That’s 21% higher than any other channel available, with live chat coming in second at 23%. The global cloud-based contact center market is expected to grow from (what was) USD 6.80 That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. 2017-11-22T14:53:16+00:00.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

CrazyCall

JANUARY 21, 2019

The study from 2017 conducted by the InsideSales.com had shown that although the outside sales still make up for the most of the sales market, the inside sales are projected to increase 30.2% Gamification is one of the methods that sales coaches and sales executives use in order to motivate their peers to hit better results.

Telemarketing 87

Telemarketing Sales Scripts Gamification 87

DMG Consulting

MAY 25, 2018

million in 2017. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. between 2016 and 2017, after having grown by 11.4% in the prior 12 months.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Verint

AUGUST 23, 2017

According to a Gallup poll from January 2017 1 , a whopping 65.6% You can also try using gamification techniques to support ongoing knowledge and proficiency gains. Report, 2017. of employees are disengaged. Think about that for a minute. Are your employees expressing the desire to be more mobile?

Gamification 42

Gamification Employee engagement Contact Center Best practices 42

DMG Consulting

JUNE 12, 2019

compared to 2017. higher in 2018 than 2017, increasing by $200.1 The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2018. 2018 was a very good year for the WFO market, with full-year total company GAAP revenue of $3,609.8

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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.

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

NICE inContact

MARCH 13, 2019

According to a 2017 ICMI research study , 47% of surveyed organizations listed “consolidating reports” as one of the top challenges with performance management processes. Let me tell you – for the weeks it took to get the projections again, leadership was not happy, and we were hindered in our ability to make smart decisions.

Management 54

Management Gamification Average Handle Time Contact Center 54

Infinity

MAY 25, 2019

Growing your customer base with gamification. One method we discovered at #DMWF is gamification. To further solidify this, Reflect Digital conducted a survey to prove the potential positive effect of gamification in the industry, without implementing a hard-sell over the gaming screen. Farewell, #DMWF. References.

Marketing 40

Marketing Gamification Surveys Big data 40

Fonolo

FEBRUARY 19, 2019

Top 10 OnHoldWith Offenders this Quarter (2017). What’s Inside: Gamification in the Contact Center. The Top 10 Worst Companies You Called in 2018. Who are you #onholdwith? The Top On-Hold Offenders in the Airline Industry. Industry News. Talking about big product launches and acquisitions has always been a big part of the blog.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

ProProfs Blog

SEPTEMBER 17, 2021

Deloitte’s 2017 Human Capital Trends showed that 80% of HR leaders rate employee experience as ‘important’ or ‘very important’ to them. Gamification is the method of turning work into a game wherein employees have to compete to get the job done. Source: HR Exchange Network. What is the Need to Improve Employee Experience?

Best practices 78

Best practices Surveys Journey mapping Gamification 78

DMG Consulting

DECEMBER 11, 2019

between 2017 and 2018 (as of July 31, 2019). Growing demand is being driven by the classic CBCCI benefits as well as innovation being delivered by the vendors who are striving to differentiate themselves in a crowded market. The number of CBCCI seats in the market grew by 20.1% For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

The growth rate of this market was 25.4%, surpassing DMG’s 2017 projection of 22%. The past year was excellent for the CBCCI market. The vast majority of sales were to existing contact centers that were being migrated to the cloud. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Taylor Reach Group

DECEMBER 21, 2017

Set aside time to consider 2017. Up from there, of course, there are numerous automated and convenient options, some using gamification, going so far as to turn the stats of your entire operation into one big fantasy sports league. How can you show them the way? To move forward, we first need to look back. If not, why not?

Coaching 54

Coaching Gamification Feedback Personalization 54

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. The results conclusively point to a concentration on employee engagement as an important issue for 2017 and beyond.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

LiveChat

SEPTEMBER 21, 2018

In 2017 , customers spent $108 billion online during the holiday season, 14.7 The best idea to do that is to introduce gamification. Online shopping is convenient, there’s more product variety, prices are better and there are no crowds. And probably thanks to these pros, last year’s online sales hit the absolute record.

Chatbots 63

Chatbots Gamification Sales Benchmark 63

Livepro

JULY 17, 2018

Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. In February of 2017 he was appointed acting General Manager and leads the Dept. Luke Jamieson | Head of Service Centre at First State Super. Luke has over 13 years of expertise across the Superannuation retail, outsourcing and profit-to-member sectors.

Transportation 40

Transportation Government Multichannel Consulting 40

Tenfold - Contact Center Blog

JULY 9, 2018

According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. Cost Per Contact.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78