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

Liveops

FEBRUARY 28, 2019

Our certification programs set Liveops apart from other providers with a variety of self-paced learning approaches including social tools and gamification programs to optimize agent performance. Greg discusses Liveops over coffee with agents at a Chicago, IL luncheon roadshow in July 2018.

Gamification 18

Gamification Contact Center Call Center Virtual Agent 18

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

Calabrio

AUGUST 7, 2019

for the last five years according to S&P Global—selected Calabrio in 2018 to power its workforce optimization (WFO) initiative, we were excited. ICCU invites agent representatives from each team to weigh in on important decisions, such as adherence goals, uses of gamification, scheduling policies, new program rollouts, etc.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

DMG Consulting

JULY 26, 2018

If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months. Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task. By Donna Fluss.

Best practices 48

Best practices Call Center Calibration Gamification 48

NICE inContact

JULY 25, 2019

2) Ask for Feedback. The ability for agents to give feedback and communicate how they feel is a way to engage them that doesn’t require a promotion or raise. Challenges can consistently be given through gamification tools. Your best agents are likely to be ambitious individuals who have nearly mastered their role.

Call Center 56

Call Center Gamification Coaching Surveys 56

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

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

inmoment

NOVEMBER 8, 2018

Our 2018 Retail CX Trends study asked consumers whether a “recent, enjoyable” shopping experience occured at a physical store, digitally, or through a combination of physical and digital. The Forgotten Experience. Retailers often forget that giving feedback about an experience is actually part of the experience.

Gamification 45

Gamification Feedback Surveys Personalization 45

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. TouchPoint One customer contact solutions deliver the rich benefits of gamification, balanced scorecards, employee dashboards and advanced performance management through innovative design and complete, functional alignment with business processes and strategies. ROSWELL, Ga.

Contact Center 48

Contact Center Coaching Gamification Consulting 48

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. The vendors are starting to invest in new technology and approaches, including next-gen WFM and intraday management capabilities, which have the potential to greatly improve the effectiveness of these solutions.

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. Growing demand is being driven by the classic CBCCI benefits as well as innovation being delivered by the vendors who are striving to differentiate themselves in a crowded market.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 9, 2020

million, and by the end of 2018 (the most recent period for which full-year data is available), revenue had reached $1,855.2 The contact center WFO market has seen amazing growth over the past decade. The market began the 2010’s with contact center WFO revenues of $1,012.1 Contact center WFO revenue grew by 83.3%, equivalent to a 7.9%

Consulting 48

Consulting Consulting Marketing Contact Center 48

JustCall

APRIL 24, 2023

Feedback on JustCall from Real-World Users JustCall Pros JustCall Cons The ability to dial numbers from any website is amazing as it allows businesses of any size to scale their operations You can experience major lag during calls It is user-friendly software with features like seamless integration with CRM, HubSpot, Slack, for instance, etc.

voip 52

voip CRM Enterprise Call Center 52

JustCall

AUGUST 10, 2022

Feedback on JustCall from Real-World Users. Feedback on Cloudtalk from Real-World Users. Feedback on Aircall from Real-World Users. Feedback on GoToConnect from Real-World Users. Feedback on Genesys CloudX from Real-World Users. Automatic saving of customer details – Calls, texts, voicemails, etc.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

DMG Consulting

APRIL 16, 2019

billion for the first half of 2018. of capturing feedback from customers. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Over the past 15 years, total WFO revenue has gone from $803.4 million in 2003 to approximately $1.7 But market growth is just a part of the story.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Connecting the Dots

APRIL 3, 2024

when customers change, upgrade, or acquire new offerings; when customers are inherited as part of a merger or acquisition; when customer turnover at a B2B complex results in new users or buyers; when voice of the customer feedback suggests that selected aspects of the experience are creating unusually high levels of complaints).

Education 62

Education B2B Sales Surveys 62

JivoChat

JULY 5, 2021

Adobe required e-commerce platform Magento in 2018, rebranding it as Adobe Commerce Powered by Magento. Fun Gamification: Boost engagement by encouraging customers to click. Solicit Feedback: Get feedback on user experience both in store and online. JivoChat app: Yes. Key Features. Key Features.

Advertising 52

Advertising Analytics Sales Enterprise 52

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. Contact Center Trends 2018. Here are trends for 2018 that are sure to shake up the industry. Companies have realized that the customer experience directly affects loyalty and, accordingly, the trend is expected to continue in and beyond 2018. Consistency Across Multi-Channel is a Top Challenge.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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. Listen to their feedback, respond to their concerns, and be sure to reward them for their good performance. What’s Inside: Gamification in the Contact Center.

Call Center 89

Call Center Management Contact Center Gamification 89