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

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

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. What: Releases 2017 Contact Center Workforce Management Product and Market Report.

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

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Organizations should consult with legal counsel to ensure they are respecting any relevant regulations. Key Market Regulatory Requirements. without issues….without without delays.

Quality management 40

Quality management Management Best practices Coaching 40

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

DMG Consulting

APRIL 20, 2020

In June of 2018, 16.8% of contact center seats were in the cloud, according to DMG Consulting research. By the end of 2020, DMG expects those numbers to increase to 30% – 40%, and possibly even higher. Work at Home vs. Work in Office.

Contact Center 62

Contact Center Government Cloud contact Quality management 62

Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. Considering adding a new outsource call center partner in 2018? At no cost, we can help you find a high quality, top-performing call center!

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. billion for the first half of 2018. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.) who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

JULY 26, 2018

Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. By Donna Fluss.

Best practices 48

Best practices Call Center Calibration Gamification 48

DMG Consulting

MAY 25, 2018

Contact Center Quality Assurance is Essential in All Channels. By Donna Fluss. There’s a great TV commercial about what happens when consumers insure only 3 quarters of a car. The punch line is that when the car needs to be replaced, the consumer only gets ¾ of a car, which is not useful or practical.

Contact Center 48

Contact Center Analytics Enterprise Management 48

Comm100

AUGUST 21, 2018

According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). As John Asher, CEO of growth strategy consulting firm Asher Strategies explains, “With activation rate, you want to look at new, active, and engaged users separately and on a monthly basis.”.

Metrics 45

Metrics Chatbots Average Handle Time Wait times 45

Comm100

AUGUST 21, 2018

According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). As John Asher, CEO of growth strategy consulting firm Asher Strategies explains, “With activation rate, you want to look at new, active, and engaged users separately and on a monthly basis.”.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

DMG Consulting

SEPTEMBER 4, 2020

million in 2018 to $3,838.6 million in 2018 to $2,069.8 This technology is being applied to many of the WFO applications, including interaction analytics (IA), analytics-enabled quality management (AQM), workforce management (WFM), knowledge management (KM), and others. million in 2019. million, or 11.6%.

Contact Center 87

Contact Center Analytics Consulting Consulting 87