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. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

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. 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

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

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

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

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

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

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

DMG Consulting

JUNE 12, 2019

compared to 2017. higher in 2018 than 2017, increasing by $200.1 While the number of contact center seats has not grown substantially during the year, the WFO vendors are seeing impressive sales numbers because they are delivering innovation that addresses the evolving business needs of their customers. million to $1,855.2

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

LiveChat

SEPTEMBER 21, 2018

And probably thanks to these pros, last year’s online sales hit the absolute record. In 2017 , customers spent $108 billion online during the holiday season, 14.7 Why is live chat so important for sales? Thanks to that, you might offer them help and finalize the sale. The best idea to do that is to introduce gamification.

Chatbots 63

Chatbots Gamification Sales Benchmark 63

DMG Consulting

DECEMBER 11, 2019

The CBCCI market is performing well and continuing to pick up momentum: Sales of CBCCI solutions are coming from replacements of on-premise solutions, organizations switching from one CBCCI provider to another, and small and mid-size enterprises (SMEs) purchasing their first contact center systems. between 2017 and 2018 (as of July 31, 2019).

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 vast majority of sales were to existing contact centers that were being migrated to the cloud. The past year was excellent for the CBCCI market. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Infinity

MAY 25, 2019

This could be from payments, sales, support, or even HR. Growing your customer base with gamification. One method we discovered at #DMWF is gamification. Dollar spend in UX investment , Software Engineering, (2017). Turn big data into business insights. “ Are consumers becoming numb to marketing tactics? Farewell, #DMWF.

Marketing 40

Marketing Gamification Surveys Big data 40

Connecting the Dots

APRIL 3, 2024

as a part of the sales and marketing efforts). Most of these customer errors and questions emanate from one or two sources and should be preventable; either customers have not read (or viewed) the materials made available to them ( e.g. , directions, contract) or they have been misled by sales and marketing, or both.

Education 62

Education B2B Sales Surveys 62

JustCall

NOVEMBER 16, 2022

This specifically holds for call center businesses where sales/customer service representatives are the “front lines” to improving customer relationships and building customer loyalty. It is no wonder that since 2017 when the global eLearning market was valued at $ 14.23 More To Multitask! billion by 2026.

Call Center 52

Call Center Consulting Consulting Education 52

Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. Storyline: Gamification. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. Which Topics Are Most Important for Your Customer Service Department in 2017?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176