DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. When: Today, 10 May 2017. DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021.

Gamification 48

Gamification Consulting Consulting Contact Center 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

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

Verint

DECEMBER 15, 2017

The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. The results of Saddletree Research’s 2017 survey of end users, completed during the third quarter of 2017, reveals the relatively high level of market penetration of quality management in the U.S.

Quality management 29

Quality management Call Logging Management Employee engagement 29

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

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. View this document on the publisher’s website.

Marketing 84

Marketing Contact Center Analytics Enterprise 84

Serenova

NOVEMBER 19, 2019

We first acquired TelStrat in 2017 and subsequently released our first product on that technology, which integrates CxEngage into CxEngage Quality Management (CxQM). Rolling out Serenova’s New Workforce Optimization Portfolio with ProScheduler. This is our second acquisition to build out our WFO line.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

Verint

MARCH 15, 2017

If so, then be sure to submit a nomination for the 2017 Engage Global Customer Awards! Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale?

Morale 34

Morale Personalization Quality management Analytics 34

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better. Click here to read the original.

Technology 74

Technology Customer Service Contact Center CRM 74

Aspect

JANUARY 3, 2018

The annual revenue for Amazon Web Services is expected to be about $18 billion in 2017, following recent growth of about 50% per year. Those words spoken a decade ago have proven to be more prophetic than Benioff could have ever imagined. What does the cloud software market look like from 10,000 feet?

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

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.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

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%

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Monet Software

DECEMBER 21, 2018

It’s always nice to open a new year with industry recognition: our Workforce Optimization solution Monet WFO received the 2017 Cloud Computing Excellence Award from TMC. In April, Monet received a 2017 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC. Another award so soon?

Schedule adherence 48

Schedule adherence contact center solutions Contact Center Best practices 48

Customer Centric Support

FEBRUARY 13, 2017

A Customer Service Vision Statement is your opportunity to bridge this gap, and channel purpose into everything from quality management, to coaching conversations, to rewards and recognition. Best of luck, and may 2017 be a year of renewed vision for your contact center! Hopefully the why is now clear.

Customer Service 67

Customer Service Customer centricity Coaching Contact Center 67

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

JustCall

NOVEMBER 24, 2022

So, let’s take a consistent approach to the fundamentals of call center quality assurance: 62 % of US customers have stopped doing business with a brand because of poor customer service. This is the essence of a call center quality assurance. What is the Relevance Of Contact Center Quality Management i n a Call Center?

Call Center 52

Call Center First call resolution Contact Center Quality management 52

DMG Consulting

OCTOBER 25, 2017

The challenge is to come up with the right set of KPIs for each contact center constituency – executives, director/vice president, supervisors, agents, quality management (QM) managers, trainers and workforce managers. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. By Donna Fluss.

Contact Center 48

Contact Center Metrics Enterprise Sales 48

DMG Consulting

JANUARY 2, 2018

12/21/2017. The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed. ANALYTICS-ENABLED QUALITY ASSURANCE.

Analytics 54

Analytics Enterprise Contact Center Quality management 54

DMG Consulting

NOVEMBER 13, 2017

At the core application level, recording solutions are transitioning from hardware-based recorders to software-based solutions, to expand system capacity and eliminate the need to pay for and manage a large number of servers. Workforce management (WFM) solutions are being enhanced to better support back offices and branches.

Contact Center 48

Contact Center Enterprise Consulting Consulting 48

Taylor Reach Group

JULY 13, 2017

Quality Management. Workforce management (forecasting and scheduling). ⦁ This editorial was originally published on July 9th, 2016 and was revised/updated July 13th,2017. People are the largest cost in any call or contact center. Compensation Modeling.

Contact Center 61

Contact Center Call Center outsourcing CRM 61

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

8x8

DECEMBER 3, 2018

On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. Use tools like Expert Connect to give agents immediate access to available experts, helping to drive first-call resolution, and Quality Management to coach agents and improve their service skills.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. (For Source: DMG Consulting LLC, February 2017. I would like to receive the monthly DMG Newsletter. By Donna Fluss.

Contact Center 48

Contact Center Service level Consulting Consulting 48

DMG Consulting

SEPTEMBER 16, 2017

Some recordings are reviewed by a quality management team who evaluate, score, and coach agents on their performance. While DMG does not have any insight into the specifics of Wells Fargo’s contact centers, it’s likely that agents were given sales and up-sell goals that were closely monitored by management. By Donna Fluss.

Sales 48

Sales Customer Service Contact Center CRM 48

Verint

NOVEMBER 16, 2017

One of the most valuable things we did over time was to create small, informal, cross-functional groups and set up one-hour brainstorming sessions on topics including customer experience, root cause analysis, quality management and cross-selling. Think about starting a group in the next few days.

Wireless 32

Wireless contact center workforce Enterprise Customer centricity 32

Netomi

JANUARY 5, 2022

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Voxjar

JUNE 8, 2021

Founded in 2017. Orecx is our go to recommendation for anyone looking to upgrade their call recordings to the highest quality, usually to generate the most accurate transcripts for speech analytics. But they also have a built in quality management module. link] (current). link] (2019 pricing). klausapp.com.

Call Center 51

Call Center Analytics Enterprise Sales 51

Verint

AUGUST 31, 2017

Engage APAC Customer and Partner Conference 2017. APAC Engage 2017 spans the CX journey from start to finish, featuring expert insights from industry leaders and strategies for enhancing the CX through people, growth and technology. September 6-7; Melbourne, Australia.

Customer Service 27

Customer Service Employee engagement Healthcare Chatbots 27

Enghouse Interactive

JULY 10, 2018

Contact Babel 2017 DMG says, “It can be stated with some confidence that first-contact resolution is seen as the key to a successful contact center: 76% of the report’s respondents place first-contact resolution as being one of the top 3 metrics that are most influential on customer satisfaction, with 31% stating it as being no.1.”.

Self service 40

Self service CRM Contact Center Analytics 40