DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation 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 2018 Robotic Process Automation Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 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 16, 2018

DMG Consulting Releases 2018 – 2019 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. What: Releases 2018 – 2019 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

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. When: Today, 23 May 2018. About DMG Consulting LLC.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Contact Center Pipeline

JANUARY 23, 2019

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions. I’m going to highlight four key technology areas in this post. […].

Contact Center 149

Contact Center Technology Consulting Consulting 149

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure 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. 11/30/2017.

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. When: Today, 4 December 2018.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Beyond Philosophy

DECEMBER 5, 2017

An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive. Resolve To Deliver More Proactive Service in 2018. Use Machine-Assisted Predictive Analytics to Capture Your Customer’s Heart, Mind, and Pocketbook!

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

Journey mapping 72

Journey mapping Contact Center Enterprise Personalization 72

DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . 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. Top 10 for 2018. Improving customer journey mapping and analytics. Improving productivity.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics 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. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Virtual Agent Marketing 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. About DMG Consulting LLC.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Peter Lavers

SEPTEMBER 6, 2018

He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. . Peter has received numerous “top influencer” accolades in related subjects (analytics, digital, AI, etc.), This list features influencers who are contributing to the customer service industry in an outstanding way.

Customer Service 100

Customer Service Automotive B2C B2B 100

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. 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 the same period in 2018.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 1, 2019

The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 percent of the total company GAAP revenue in the WFO suite market in the first half of 2018, each experienced strong revenue growth. Total company revenue for the WFO market in the first half of 2018 was $1.685 billion, up $101.7

Marketing 84

Marketing Contact Center Analytics Enterprise 84

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

AWS Machine Learning

MARCH 8, 2023

In this post, you will learn how Marubeni is optimizing market decisions by using the broad set of AWS analytics and ML services, to build a robust and cost-effective Power Bid Optimization solution. In the pilot phase, operators visually consult the bid curve to support their power transaction activities on markets. He holds a Ph.D.

Marketing 94

Marketing Analytics APIs Engineering 94

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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Gamification 48

Gamification Consulting Consulting Contact Center 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. Where: Available at the DMG Consulting online store.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

SEPTEMBER 4, 2020

However, once companies stabilize and start investing in technology again, DMG expects a few of the WFO applications, specifically workforce management and speech analytics, to attract significant attention, due to their contributions and benefits in helping companies deal with COVID-19. million in 2018 to $3,838.6 million in 2019.

Contact Center 87

Contact Center Analytics Consulting Consulting 87

Peter Lavers

NOVEMBER 14, 2017

So, if you are leading an Analytics , Data Science or Insight team , where should you invest? Two analytics leaders lay down the “which skills” gauntlet. My experience of the most important skills for data scientists as 2018 approaches. Laughlin Consultancy provides training, consultancy, mentoring & other services.

Analytics 100

Analytics Banking Consulting Consulting 100

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

Fonolo

NOVEMBER 13, 2018

On the agenda for 2019 are the following topics: Analytics and AI; agents and automation; efficiency and effectiveness; multi-channel and omni-channel; and customer and digital experiences. When: June 18-22, 2018. We’re big fans of Customer Contact East and the title of April’s conference, “Realizing Your Customer First Vision”.

Customer Service 108

Customer Service Contact Center Education Engineering 108

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. BPOs with a consultative approach will provide healthcare organizations the abilities to manage the expectations of all of the influencers relevant to the business, from voice to back-office operations.

Healthcare 100

Healthcare B2C Government Analytics 100

Taylor Reach Group

MARCH 26, 2018

With that, here are some of the events taking place in April 2018 (in chronological order) with direct links to each event: Ecommerce Operations Summit April 3 – 5, Columbus, OH. Smart Customer Service 2018 April 9 – 11, Washington, DC. CRM Evolution 2018 – Conference and Expo April 9 – 11, Washington, DC.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

DMG Consulting

OCTOBER 16, 2018

2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics.

Management 83

Management Contact Center Finance Consulting 83

Talkdesk

MARCH 8, 2018

Talkdesk is a Platinum Sponsor at Enterprise Connect 2018. Enterprise Connect brings corporate IT decision makers together with the industry’s vendors, analysts and consultants to focus on the issues central to enterprise communications and collaboration. Date: Tuesday, March 13th, 2018. Title: Cloud Contact Center 2.0:

Enterprise 40

Enterprise Cloud contact Contact Center Consulting 40

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018. Topic: ‘Using Analytics to improve Customer Experience’. KEYNOTE SPEAKER MELBOURNE 12th SEPTEMBER 2018. Since joining COPC Asia Pacific Inc.

Transportation 40

Transportation Government Multichannel Consulting 40

Clarabridge

MAY 9, 2018

Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. Our first advanced session was led by Clarabridge’s Katie Costanzo, Director, Professional Services and Koren Stucki, VP, Strategic Consulting. The post C3 2018 Day 1 Recap appeared first on Clarabridge. C3’s Just Another Word for Networking over Tunes.

Journey mapping 40

Journey mapping Best practices Contact Center Feedback 40

DMG Consulting

MARCH 8, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. 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% DMG expects the market to grow at a minimum of 22.5% Adoption Rate for the CBCCI Segment.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

Call Design

FEBRUARY 11, 2021

2018) highlights three key dimensions that can impact turnover intentions: All 3 of these directly feed into an employee’s job satisfaction, which has an inverse effect on turnover intention. 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

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

Stratifyd

DECEMBER 28, 2018

As the year comes to a close, it’s natural to reflect on the events and achievements of 2018 to measure success and set goals for 2019. Red Maxwell joined our Advisory Board, John Espey joined in a consultant role, and Chris Bahr joined as the Global Director of Customer Success & Channel. Estimated reading time: 3 minutes.

Engineering 40

Engineering Customer retention Consulting Consulting 40

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

Call Experts

MAY 8, 2019

Customer success analytics tools are essential for growing businesses. Develop sophisticated performance analytics that evaluates contact center metrics. Real-time speech analytics to understand the verbal content of your customers. 10 Trends That Will Disrupt Customer Service in 2018. 39% rise in digital sales.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

Call Experts

JANUARY 29, 2020

Often, companies use analytics and dashboards to optimize programs, create custom reports, understand team workflows, analyze different trends, and keep the team focussed and happy. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. What is an employee call out-line?

Customer Experience 78

Customer Experience Journey mapping Contact Center Interactive Voice Response 78