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

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

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

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

BlueOcean

DECEMBER 17, 2018

In 2018, that number has skyrocketed to a massive $1.1 The best outsourcing partners go to the ends of the earth to prepare for these massive peak season holiday spikes and will not only need to address a sustained customer experience but also team morale, agent stress, and absenteeism. Constant and Effective Communication.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

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

Fonolo

NOVEMBER 29, 2018

As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Storyline: Gamification. So many storylines, so little time. Investing in Agents.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Aspect

OCTOBER 19, 2017

We are now 5 months into our 2 nd year of collecting data from our customers and prospects and have some early insights and trends to share. Once we finish collecting the data, we will review it and build a perspective to help our customers and prospects answer 3 questions: How do I prioritize effort and investment in customer experience?

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. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

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

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. This Report explores all aspects of these related but distinct IT sectors.

Consulting 48

Consulting Consulting Analytics Marketing 48

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

Fonolo

DECEMBER 4, 2018

In fact, 2018 marks its 25th birthday! The panelists also discuss whether we will see any consolidation, or if companies are going to be faced with supporting a rotating mix of messaging channels as their customers’ tastes change. What’s Inside: Gamification in the Contact Center. Is SMS a Stop-gap Till Better Messaging Arrives?

Gamification 89

Gamification B2C Contact Center Technology 89

Fonolo

DECEMBER 18, 2018

We made it to the last blog post of 2018. New customers. 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. 135 blog posts.

Gamification 70

Gamification Contact Center Call Center Customer Service 70

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018. Topic: ‘Using Analytics to improve Customer Experience’.

Transportation 40

Transportation Government Multichannel Consulting 40

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. What’s Inside: Gamification in the Contact Center. Think a crisis will never happen to your brand? Think again. The Top Contact Center Trends to Watch in 2019.

Call Center 89

Call Center Management Contact Center Gamification 89

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

Livepro

JUNE 19, 2019

livepro’s fourth annual Customer Experience Knowledge Management Forums are back this year bringing you the best and newest trends in Staff Engagement and Artificial Intelligence! Pat Inc won global Best New Algorithm for AI 2018/2019. Luke Jamieson | Head of CX and EX at Customer Driven.

Government 75

Government Gamification outsourcing Consulting 75

Vonage

MARCH 26, 2018

That research also highlighted key emotional motivators for customers, including the desire to feel a sense of belonging (“that brand really ‘gets me’”), and to be thrilled by the shopping experience. When It comes to creating these types of peak customer experiences, there are no substitutes for people-to-people interactions.

Customer Experience 48

Customer Experience Interactive Voice Response Best practices Gamification 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. This was the deal that made me switch this post from a 2018 round-up. What’s Inside: Gamification in the Contact Center.

Contact Center 62

Contact Center Gamification Call Center Marketing 62

Fonolo

OCTOBER 3, 2018

As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. Added to this is a concerted effort to make work life more fun for contact center agents who we know interact with a wide range of customer personalities every day. No Money, Honey. Contact centers are expensive, it’s true.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Fonolo

FEBRUARY 19, 2019

Customer Experience Trends. The contact center really just one component of the bigger world of customer service or customer experience. On the Horizon: Customer Service Trends in 2019 [Report]. CX Trends You Need to Watch in 2018 [White Paper]. CX Trends You Need to Watch in 2018 [White Paper].

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. 2018-10-03T15:02:59+00:00.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. This Report explores all aspects of these related but distinct IT sectors.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

NICE inContact

SEPTEMBER 30, 2019

Here’s why: In 2018, there was nearly five billion dollars in cost savings for U.S. Call centers have the option to promote friendly competition and collaboration through gamification and performance management. Customizable agent profiles and gamification can help create a virtual community among remote contact center agents.

Contact Center 54

Contact Center Gamification Call Center call center software 54

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

Robert Davis

NOVEMBER 10, 2018

November 13, 2018 – Robert C. Davis and Associates (RCDA) helps organizations across North America add millions of dollars to their bottom-line results through its training, coaching and consulting programs based on its exclusive Quality Conversation approach to sales, retention and the customer experience. ROSWELL, Ga.

Contact Center 48

Contact Center Coaching Gamification Consulting 48

VocalCom

AUGUST 14, 2017

Using creative ways to train agents, such as gamification or fun offsite activities, helps them foster a team spirit and understand brand goals. Ultimately, happy employees also lead to greater retention rates and a stronger customer service culture. Richer customer experiences. Greater customer loyalty.

Customer Service 48

Customer Service Contact center software Gamification Customer centricity 48

Verint

JANUARY 8, 2018

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018. More than ever, the customer engagement center has become a focal point for automation and shared intelligence.

Contact Center 33

Contact Center Marketing contact center workforce Gamification 33

Infinity

MAY 25, 2019

With such a potential for massive ROI, how exactly do you embrace the age of the customer and UX properly? Transform the customer experience. A storm of bad customer experience is capable of destroying a company. Consumers expect their levels of experience on any device to be the same. Farewell, #DMWF.

Marketing 40

Marketing Gamification Surveys Big data 40

DMG Consulting

MARCH 31, 2017

DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

DECEMBER 11, 2019

between 2017 and 2018 (as of July 31, 2019). Vonage, who acquired NewVoiceMedia in November 2018, is covered at a high level. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Liveops

SEPTEMBER 2, 2020

A 2018 BambooHR study found that roughly one-third (31%) of workers depart their new positions within the first six months. . Another key to success in adult learning is gamification. Liveops has more than 20 years of experience in creating, executing, and innovating distance learning programs. Their top complaint? Learn more.

Education 62

Education Gamification Morale Call Center 62