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

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

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 Gamification. Gamification can be an immersive, exciting experience that engages and motivates agents.

Technology 122

Technology Customer Service Gamification Contact Center 122

Taylor Reach Group

AUGUST 29, 2017

About 20% of the managers surveyed chose each of these and many chose more than one. Gamification is a great way to help front-line associates own their performance and involves people at every level of the organization. Leaders are Trained, Not Born. They need actionable data, daily, on where they are currently and how to improve.

Gamification 99

Gamification Contact Center Coaching Employee engagement 99

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. The survey will remain open until April 15, 2018. The survey takes roughly 15 minutes to complete. Insight #3 – Optimizing your Workforce Management Investments.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Fonolo

JANUARY 29, 2019

44% of people surveyed in the U.S. billion in 2017 to USD 93 billion by 2022! Gamification is the future of employee engagement and attrition for the call center. This is listed by 34% of U.S. respondents as the most frustrating aspect of the customer service experience. That’s a whopping 25.2% That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

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. Read more: Your Ultimate Guide to Employee Engagement Surveys. Career Builder Survey shows that 3 out of 5 workers are burnt out in their current job while 31% of workers face a large amount of stress.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

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

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

NOVEMBER 27, 2017

Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. When reviewing one of my columns from last year on how to design and build a great survey , I was surprised to discover how different the piece would be if I were writing it today. Involve the experts.

Surveys 32

Surveys Construction Feedback Gamification 32

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. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM).

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

These findings are based on an Adobe survey conducted in 2018. Respondents of the survey stated that they would be happy to teach a machine if it helped curate the perfect experience for them. Growing your customer base with gamification. One method we discovered at #DMWF is gamification. Farewell, #DMWF. References.

Marketing 40

Marketing Gamification Surveys Big data 40

Fonolo

FEBRUARY 19, 2019

We’ve been tracking it by regularly looking at different statistics and surveys from industry reports. Top 10 OnHoldWith Offenders this Quarter (2017). What’s Inside: Gamification in the Contact Center. The migration of call centers from on-premise equipment to cloud services has been one of the mega-trends of the past decade.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

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

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

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%

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.

Consulting 48

Consulting Consulting Contact Center Marketing 48

LiveChat

SEPTEMBER 21, 2018

In 2017 , customers spent $108 billion online during the holiday season, 14.7 Create a custom pre-chat survey and ask your customers what their problem is. 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.

Chatbots 63

Chatbots Gamification Sales Benchmark 63

Connecting the Dots

APRIL 3, 2024

For example, from a business-to-consumer (B2C) vantage point, our 2020 National Customer Rage survey indicates that 66% of customers will experience problems annually more than double the 32% problem rate reported in our 1976 White House-sponsored study. A recent survey of 2,000 U.S. Gamification also works well. Thoroughness?

Education 62

Education B2B Sales Surveys 62

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Call Center Trends 2017. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Noble Systems

FEBRUARY 24, 2019

Findings from Mercer Consulting’s Contact Center Survey indicate that non-challenging work, lack of recognition, no career growth or development and inflexible working environment are dominant contributors to high turnover. Mercer’s survey results revealed that 6.2% Agent attrition is a virus. quit within 61-90 days; and another 8.2%

Gamification 66

Gamification Customer Service Contact Center Employee engagement 66

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