DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent 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 Intelligent Virtual Agent Product and Market Report. About DMG Consulting LLC.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech 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. What: Releases 12th annual Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 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. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Analytics Marketing 48

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. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge 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 Knowledge Management Product and Market Report. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

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. New-gen solutions are the future of this mature sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 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

DMG Consulting

FEBRUARY 15, 2018

They haven’t changed their minds about the hundreds of poorly designed interactive voice response (IVR) systems—far from it. And the need for them is great, particularly as the hundreds of old and outdated IVR solutions in use become long overdue for a major overhaul. IVAs Can Remake the Self-Service Landscape.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

West

NOVEMBER 16, 2017

The Blog 5 Steps to Optimize Customer Experience in 2018 appeared first on West Corporation. They're looking for the full experience, and you can take a few steps to optimize customer experience at your company in the next year.

Customer Experience 66

Customer Experience Marketing Best practices Interactive Voice Response 66

HGS

APRIL 24, 2018

For one leading consumer electronics clients, HGS created an analytics-driven channel guidance solution called Smart Channel Selector. Ensure you have analytics in place to track resolution rate through automated channels. Wed, 04/25/2018 - 09:55. Smart channel guidance can drive significant cost-containment and CSAT benefits.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

Noble Systems

APRIL 8, 2020

According to an Aberdeen trend analysis, the adoption of cloud technologies rose each year between 2013 and 2018. However, there are some technologies and capabilities that are must-haves for all enterprise-level cloud contact center deployments – here are the ten most essential : Enhanced Voice Response & Routing.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

Expivia

MAY 2, 2021

You can find self-service bots in online chats , and even some low-level interactive voice response (IVR) programs over the phone. Interactive Voice Response (IVR). IVR has been a great asset to call centers. However, not all call centers use IVR technology right.

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

Expivia

MAY 4, 2021

You can find self-service bots in online chats , and even some low-level interactive voice response (IVR) programs over the phone. Interactive Voice Response (IVR). IVR has been a great asset to call centers. However, not all call centers use IVR technology right.

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

NICE inContact

JANUARY 24, 2019

In our 2018 Customer Experience (CX) Transformation Benchmark survey , 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. This same rule applies when people call into your contact center. .

Interactive Voice Response 60

Interactive Voice Response Self service Benchmark Contact Center 60

aircall

MARCH 6, 2018

A thoughtful and intuitive interactive voice response (IVR) will let your callers to direct themselves to a knowledgeable agent. By combining these analytics with regular call tagging, you’ll clearly see why customers are calling and where to distribute/hire agents when necessary.

Interactive Voice Response 90

Interactive Voice Response Morale Construction Technical Support 90

Taylor Reach Group

JULY 6, 2018

trillion in 2018. Customer experience (CX) is the primary source of derived business value, as organizations see value in using AI techniques to improve every customer interaction, with the goal of increasing customer growth and retention. Interaction Analysis: The Take-Up of Interaction Analytics Is Expected to Rise.

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

aircall

MARCH 6, 2018

A thoughtful and intuitive interactive voice response (IVR) will let your callers to direct themselves to a knowledgeable agent. By combining these analytics with regular call tagging, you’ll clearly see why customers are calling and where to distribute/hire agents when necessary.

Interactive Voice Response 89

Interactive Voice Response Morale Construction Technical Support 89

Talkdesk

MARCH 12, 2021

Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Talkdesk Omnichannel provides a channel-agnostic interface for agents to engage with customers seamlessly and see all their previous interactions across all channels to close cases faster. Speech Analytics.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

Outsource Consultants

MARCH 9, 2018

Faris provides the following six predictions for contact center trends in 2018: AI will be used to improve customer interaction and improve business processes. Streamlined mutli-channel interactions. 2018 Contact Center Trends: Punching Through the Barrier. Engagement/Response. Stronger cloud software security.

Call Center 52

Call Center Interactive Voice Response outsourcing Multichannel 52

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. What is IVR, and how much does it cost? Do you need to upgrade your IVR? 10 Trends That Will Disrupt Customer Service in 2018.

Customer Experience 78

Customer Experience Journey mapping Contact Center Interactive Voice Response 78

Call Experts

JANUARY 15, 2020

Conducting predictive analytics to analyze learning patterns, strengths, performance gaps, and skill levels of employees. Use of voice assistants and chatbots to conduct HR service more naturally and effectively with real-time reporting. What is IVR, and how much does it cost? Do you need to upgrade your IVR?

Chatbots 72

Chatbots Journey mapping Interactive Voice Response outsourcing 72

Avaya

APRIL 19, 2019

Gartner predicts that by 2023, there will be an 80% reduction in missing people in mature markets compared to 2018, due to AI-based face recognition. Consider the IVR. Getting lost in or frustrated with an IVR will finally become a thing of the past with AI. I’m not saying that IVRs will completely disappear.

Interactive Voice Response 70

Interactive Voice Response Abandon rate Contact Center Enterprise 70

Avaya

MAY 24, 2016

Depending upon what you read, who you follow, the Business Intelligence and Analytics (BI&A) market is valued anywhere from $16.9 billion through 2018 , and expected to exceed $60 billion by 2025. What is making analytics the new in-crowd? What is making analytics the new in-crowd? on a weekday, run an IVR report.

Analytics 40

Analytics Enterprise Interactive Voice Response Revenue potential 40

Call Experts

MAY 8, 2019

Customer success analytics tools are essential for growing businesses. Design advanced, skill-based rules to manage customer interactions that change depending on real-time situations. Develop sophisticated performance analytics that evaluates contact center metrics. Do you need to upgrade your IVR? More Blogs Menu.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

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. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

Callminer

JULY 23, 2019

Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S.

Best practices 140

Best practices Feedback Call Center Coaching 140

DMG Consulting

JUNE 12, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2018. compared to 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

DECEMBER 10, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The first half of 2019 showed strong revenue performance for the WFO sector, building on the positive momentum of 2018. million in the same period in 2018. million, up from $1,685.1

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

3CLogic

AUGUST 31, 2021

A 2018 study published in Cogent Business & Management , measured how employee empathy affects customer satisfaction and loyalty. This is even easier to accomplish with advanced reporting and speech analytics. When a customer feels heard, on the other hand, the experience is far more positive. Research actually supports this.

Customer Service 59

Customer Service Interactive Voice Response Contact Center Telecommunications 59

Pointillist

MARCH 1, 2019

Employ Customer Journey Analytics Customer journey analytics What is Customer Journey Analytics? This is the first step to improve first call resolution rates, reduce call center volumes and build successful digital customer interactions that don’t lapse into voice calls. Here are the nuts and bolts.

First call resolution 75

First call resolution Call Center Self service Analytics 75

VHT

OCTOBER 1, 2018

In 2018, the emergence of solutions that incorporate technologies, including artificial intelligence and machine learning, have propelled businesses of all sizes to redefine service and customer success. Trend 3: Ongoing Improvements in Analytics. The days of simply observing and monitoring agents on the phone are over.

Contact Center 67

Contact Center Technology Analytics Surveys 67

Vonage

JANUARY 30, 2019

For instance, what about inventing a non IVR way of connecting customers to the best resource? Additionally, quality insights need to scale which is why the introduction of interaction analytics makes such a transformational impact. New Teamwork Now Needed. DevOps is all the rage within technology tribes.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Noble Systems

MARCH 11, 2019

According to a recent Aberdeen trends analysis, the adoption of cloud technologies rose each year between 2013 and 2018. For example, some providers offer IVR, WFM, omnichannel communications, speech analytics and gamification in a single source, so you have seamless integration and only one vendor to work with.

Customer Experience 69

Customer Experience Cloud contact Contact Center Gamification 69

DMG Consulting

MARCH 31, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. What: Releases 2017 Contact Center Workforce Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48