Fonolo

JANUARY 9, 2019

2018 was a big year for the contact center industry. We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister site OnHoldWith.com , webinars, hangouts, Fonolo news (of course), and more.

Contact Center 70

Contact Center Gamification voip Chatbots 70

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). 2018 officially kicked-off the race to own CX: 89% per cent of companies now compete on the basis of customer experience compared to 36% in 2010. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time!

Gamification 116

Gamification Airlines Contact Center B2B 116

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. million in 2016 to$1,655.3 million in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

BlueOcean

DECEMBER 17, 2018

In 2018, that number has skyrocketed to a massive $1.1 Of course, greater retail sales inevitably lead to higher call volume in the contact center. Here are some key tactics for coping with holiday spikes in the contact center. Building the Contact Center SOW: The Framework for Success.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. Let’s take a look at a few things Idaho Central Credit Union does differently to make it a best-in-class contact center.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

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. in 2018, 23% in both 2019 and 2020, and 21% in 2021. “The 11/30/2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Fonolo

JANUARY 23, 2019

This post was supposed to be about the “Top Contact Center Acquisitions of 2018”, but two significant deals occurred in the last two weeks, and I didn’t want to wait another year to include them on the list. We continue to see a very active M&A market in the contact center space. RingCentral is on a real tear.

Contact Center 62

Contact Center Gamification Call Center Marketing 62

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

Fonolo

DECEMBER 4, 2018

In fact, 2018 marks its 25th birthday! The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! What’s Inside: Gamification in the Contact Center. Social Media as a Contact Center Touchpoint. SMS has been with us for a very long time.

Gamification 89

Gamification B2C Contact Center Technology 89

Liveops

FEBRUARY 28, 2019

When it comes to customer service, receiving a Stevie Award is one of the world’s top honors a contact center organization or professional can accept. Liveops won SILVER for Contact Center or Customer Service Outsourcing Provider of the Year. CEO, Greg Hanover, won SILVER for Contact Center Leader of the Year.

Gamification 18

Gamification Contact Center Call Center Virtual Agent 18

Noble Systems

FEBRUARY 24, 2019

Agent attrition is an epidemic that contact center leaders have unsuccessfully tried to remedy for years. To solve outbreaks caused by contaminated food, The Centers for Disease Control and Prevention (CDC) uses three types of information: epidemiologic; traceback; food and environmental testing. left within 3-6 months.

Gamification 66

Gamification Customer Service Contact Center Employee engagement 66

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. Here’s why: In 2018, there was nearly five billion dollars in cost savings for U.S.

Contact Center 54

Contact Center Gamification Call Center call center software 54

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.

Consulting 48

Consulting Consulting Marketing Management 48

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.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 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. When: Today, 26 September 2018. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Analytics Marketing 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

Fonolo

FEBRUARY 20, 2019

2018 proved that reputation-damaging blunders are more prevalent than ever, their devastating effects amplified by the related complaints and commentary buzzing on social media. This is a win-win situation for customers, as well as for contact centers. With the right plan, a contact center can emerge as the hero of the day.

Call Center 89

Call Center Management Contact Center Gamification 89

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

CX Accelerator

APRIL 11, 2018

s list 100 Great Leadership Speakers for 2018 and the American Management Association List of 50 Leaders to Watch. From authoring and leading a client success program, to journey mapping, to implementing gamification strategies, to managing a complex contact center, Nate is always learning new things and sharing with the CX community.

Customer Experience 140

Customer Experience Wireless Journey mapping Gamification 140

Aspect

OCTOBER 19, 2017

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

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. 10/18/2017. Mature sector with substantial opportunity. When: Today, 18 October 2017.

Consulting 48

Consulting Consulting Analytics 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. Contact center WFO revenue grew at an even faster rate, 12.1%

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Fonolo

DECEMBER 18, 2018

We made it to the last blog post of 2018. What drives us is our deep belief in strengthening customer service and customer experience for call centers and contact centers across North America, and the knowledge that our solutions are making customers happier than ever. The Top Contact Center Trends to Watch in 2019.

Gamification 70

Gamification Contact Center Call Center Customer Service 70

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. When: Today, 22 August 2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Related Posts.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

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. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Fonolo

OCTOBER 9, 2018

Summer may be over, but the sun is rising on a busy 2018 fall trade show season. Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah.

Customer Care 78

Customer Care Gamification industry standards Service level 78

Robert Davis

NOVEMBER 10, 2018

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. November 13, 2018 – Robert C. Press Release. ROSWELL, Ga.

Contact Center 48

Contact Center Coaching Gamification Consulting 48

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. between 2017 and 2018 (as of July 31, 2019). 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Noble Systems

MARCH 11, 2019

In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the cloud. And how can they be sure that the cloud contact center will accomplish what they set out to do? Here are the top five advantages of moving contact centers to the cloud.

Customer Experience 69

Customer Experience Cloud contact Contact Center Gamification 69

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

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. According to a 2018 Pew Internet Survey, 68% of US adults use Facebook and 24% use Twitter. People love using chatbots for simple tasks. Social Media Customer Care.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. billion for the first half of 2018.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Fonolo

FEBRUARY 19, 2019

Initially, we focused on more technical aspects of the contact center, but over the years we expanded to include more of the human aspects of that industry, and the broader universe of customer service as well. Is there #VoiceShrinkage in the Contact Center? AI is Not Reducing Call Center Agent Employment.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

DMG Consulting

OCTOBER 4, 2018

Organizations that invested in them spent lots of time finding and loading the data and trying to get their employees, particularly those in contact centers, customer service organizations, technical support functions and field service, to use the solutions. Knowledge Management in the Era of AI. By Donna Fluss.

Management 72

Management Virtual Agent Gamification Technical Support 72

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. When: Today, 22 August 2017.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48