DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018. The KM market has come alive in 2018.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. When: Today, 26 September 2018. DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022. AI-enabled solutions fueling interest and accelerating sales.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. When: Today, 8 August 2018. Where: Available at the DMG Consulting online store.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

HGS

JUNE 11, 2018

Instead they are faced with thread after thread of negative customer feedback and lackluster product support. Think smart about your social media strategy, and start with understanding the three ways today’s fashionable feedback tool can make (or break) your CX: . Mon, 06/11/2018 - 20:07. LEAVE A COMMENT.

Education 100

Education Feedback Customer Care Marketing 100

DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. What: Releases 2018 Robotic Process Automation Product and Market Report. What: Releases 2018 Robotic Process Automation Product and Market Report. When: Today, 1 August 2018. Redwood Software is covered at a higher level.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 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. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. When: Today, 3 January 2018.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. When: Today, 23 May 2018. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Knowledge Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . The secret weapon in social customer care isn’t that much of a secret, it’s all in the name. – Statistica (2018). Great social customer care can do the same.

Customer Care 45

Customer Care Advertising Feedback Customer centricity 45

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. 2 for Companies.

Contact Center 58

Contact Center Customer centricity Journey mapping Benchmark 58

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. Where to get it: [link].

Contact Center 99

Contact Center Call Center Self service Surveys 99

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. in 2018, 23% in both 2019 and 2020, and 21% in 2021. 11/30/2017. This represents only 11.4%

Consulting 48

Consulting Consulting Contact Center Marketing 48

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Government Construction 59

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. When: Today, 4 December 2018.

Consulting 48

Consulting Consulting Contact Center Marketing 48

GetFeedback

MAY 2, 2019

We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors. According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. Image via Kapiche.

Surveys 104

Surveys Customer Experience Engineering Enterprise 104

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience.

Healthcare 40

Healthcare Analytics Self service Feedback 40

Fonolo

JULY 5, 2018

handle transactions that your customers care about, and. White Paper: 9 Critical Contact Center Trends for 2018. What’s Inside: A Focus on Customer Experience Strategies. What’s Inside: A Focus on Customer Experience Strategies. How Customers Feel About Customer Feedback. Plus So Much More!

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Introduction.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

Aspect

APRIL 22, 2019

According to the Pew Research Center, the Millennial generation can be defined as individuals born between 1981 and 1996 (ages 22-37 in 2018). Frequent performance feedback. Customer service work, if properly presented, matches very well with these employee preferences. Freedom to innovate, to express themselves.

Contact Center 80

Contact Center Education Customer Care Service level 80

ProProfs Blog

JANUARY 30, 2020

This customer engagement stat tends to establish that customers refrain from expressing their mood to companies 19% of the time during a support process. This stat describes that if you’ve really worked on active engagement with your customers, they will leave awesome feedback for you. In 2018, 46.5

B2B 204

B2B Banking Employee engagement Personalization 204

Fonolo

JANUARY 31, 2018

“China Merchant Bank’s bot [served on WeChat] handles more natural customer conversations… 1.5 to 2 million interactions per day [which] …would typically require thousands of additional customer care agents to handle.”. Our favorite chart: The Current State of Customer Care. Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

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. Leaders then take action to make the customer experience better—even if scores are already stellar.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

CSM Magazine

JANUARY 19, 2018

Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. That doesn’t mean call centers and brick-and-mortar stores are no longer relevant; in fact, personalized assistance via phone, app and face-to-face are still critical to customer satisfaction.”.

Wireless 49

Wireless Customer Service Telecommunications Customer Care 49

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 59

Interactive Voice Response Surveys Customer Experience Self service 59

RapportBoost

OCTOBER 7, 2018

– Company CEO Tony Medrano to discuss how contact centers can leverage agent feedback, training platforms to drive agent performance, turn contact centers into profit centers – Los Angeles, CA. RapportBoost will also exhibit at Booth #25 at Customer Contact Week in Austin Oct. to 12:50 p.m. to 12:50 p.m. 10 – 11.

Average Handle Time 63

Average Handle Time Contact Center Coaching Feedback 63

Aspect

DECEMBER 24, 2018

. As we close out another successful year, we wanted to reflect on some of our achievements and our customers’ achievements throughout 2018 – a year that saw exciting new updates and implementations. It also saw Lidl UK win the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. ® earlier this year.

Chatbots 59

Chatbots Finance Self service Benchmark 59

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. Where to get it: [link].

Contact Center 57

Contact Center Call Center Self service Surveys 57

CSM Magazine

MARCH 14, 2020

As a customer service representative, communication is the most important part of your job, which entirely revolves around talking to customers, carefully listening to their concerns, understanding their point of view, and suggesting ways to improve things.

Customer Service 75

Customer Service Management Big data Customer Care 75

DMG Consulting

DECEMBER 10, 2019

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 in first-half 2018 to $963.7 Total company GAAP revenue for the WFO market in the first half of 2019 was $1,829.0 million, up from $1,685.1 This increase of $143.9

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JUNE 12, 2019

The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2018. 2018 was a very good year for the WFO market, with full-year total company GAAP revenue of $3,609.8 higher in 2018 than 2017, increasing by $200.1 compared to 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 48

Interactive Voice Response Multichannel Banking Surveys 48

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 48

Interactive Voice Response Surveys Customer Experience Self service 48

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. So, after 8 years of successful meetings in the US, why are they bringing the event to London and does Europe really need a customer service event?

Customer Service 49

Customer Service Customer Experience Multichannel Customer Care 49

Liveops

OCTOBER 4, 2018

Most marketing executives don’t typically have a direct connection to customer service agents or teams but I’ve gotten the chance to spend a lot of time thinking about the customer experience, and that disconnect doesn’t sit well with me. Six ways to show customer service team members they matter. Listen and take action.

Customer Service 48

Customer Service Feedback Education Best practices 48

CSM Magazine

NOVEMBER 8, 2022

The system is also improving communication between field-based teams and back-office staff, raising customer service levels and boosting feedback with real-time updates, ETAs and reporting. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

Finance 52

Finance CRM Engineering Advertising 52

TLC Associates

JUNE 4, 2019

That’s why your agents, whether interacting with a customer through a series of Twitter DMs or Facebook posts, should have access to a central source of truth on each consumer. It’s the responsibility of leadership to simplify customer care efforts and consolidate the total customer journey.

Customer Experience 45

Customer Experience outsourcing Customer Care voip 45

Verint

DECEMBER 19, 2017

This podcast explores how leaders in strategy and technology in the digital customer care industry are getting real business results and transforming their businesses and their brands’ reputations. Sound interesting?

Customer Support 37

Customer Support Self service Customer Care Customer Service 37