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

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

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

Taylor Reach Group

DECEMBER 21, 2017

As we remove the plastic wrappings from our new calendars and start neatly recording upcoming events and plans, we’re inspired to make 2018 the best year ever. Supervisors and managers in your organization are having the same thoughts—they want to make 2018 the best year ever, for themselves and their people. Look Back! ?

Coaching 54

Coaching Gamification Feedback Personalization 54

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

BlueOcean

DECEMBER 17, 2018

In 2018, that number has skyrocketed to a massive $1.1 For instance, crafting themes for your spikes like “Holiday Hell 2018” or “Operation Save Christmas” can help rally your troops and create a culture of resilience. Finally, gamification and creative incentive programs can motivate your agents when holiday demand reaches its peak.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

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

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

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

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

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

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

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

Fonolo

DECEMBER 4, 2018

In fact, 2018 marks its 25th birthday! What’s Inside: Gamification in the Contact Center. So, we started off by asking the panelists whether we could agree on some definitions. Is SMS a Stop-gap Till Better Messaging Arrives? SMS has been with us for a very long time. The main strength of SMS is its universality. Investing in Agents.

Gamification 89

Gamification B2C Contact Center Technology 89

Aspect

OCTOBER 19, 2017

Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done. The survey will remain open until April 15, 2018. When agents feel valued, have responsibility, and can work autonomously they feel more of a sense of purpose and commitment to their job.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

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. KEYNOTE SPEAKER MELBOURNE 12th SEPTEMBER 2018.

Transportation 40

Transportation Government Multichannel Consulting 40

Fonolo

DECEMBER 18, 2018

We made it to the last blog post of 2018. What’s Inside: Gamification in the Contact Center. 135 blog posts. Over 5000 Twitter followers. New initiatives. A new platform. New patents. New partnerships. New customers. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! Investing in Agents.

Gamification 70

Gamification Contact Center Call Center Customer Service 70

Livepro

JUNE 19, 2019

She pitches at startup events such as Launch Festival Sydney, and in July 2018, the collaboration of Pat Inc and V-KAIWA was a finalist in the Bill and Melinda Gates Foundation, XR Education Challenge in LA. Pat Inc won global Best New Algorithm for AI 2018/2019. Topic: ‘Leveling up your organisation with gamification’.

Government 75

Government Gamification outsourcing Consulting 75

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

JANUARY 9, 2019

2018 was a big year for the contact center industry. What’s Inside: Gamification in the Contact Center. Major product launches, intriguing acquisitions, new entrants, re-emerging giants. Added to the mix were the frustrating dalliance with AI, the quasi-melding with CRM, the embrace of chatbots, and the rise of RPA.

Contact Center 70

Contact Center Gamification voip Chatbots 70

Fonolo

OCTOBER 3, 2018

As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. For instance, gamification has become a popular way of engaging contact centers teams while also improving the bottom line. There are some basic, cost-effective ways of dipping your toes into cultural change in the office.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

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

Noble Systems

MARCH 11, 2019

According to a recent Aberdeen trends analysis, the adoption of cloud technologies rose each year between 2013 and 2018. For example, some providers offer IVR, WFM, omnichannel communications, speech analytics and gamification in a single source, so you have seamless integration and only one vendor to work with.

Customer Experience 69

Customer Experience Cloud contact Contact Center Gamification 69

DMG Consulting

OCTOBER 4, 2018

Gamification techniques are being used to track and reward knowledge contributors and knowledge users. Knowledge Management in the Era of AI. By Donna Fluss. View this document on the publisher’s website. The knowledge management (KM) market is experiencing a resurgence, driven by the artificial intelligence (AI) revolution.

Management 72

Management Virtual Agent Gamification Technical Support 72

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

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

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

NICE inContact

JULY 25, 2019

According to a Korn Ferry Poll (2018), 33 percent of professionals selected “I’m bored, need new challenge” as their motivation for moving on to another job. 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

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

JULY 26, 2018

Use gamification to recognize and reward agents for doing a good job. Call Center Quality Assurance Best Practices for Empowering Agents. By Donna Fluss. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right.

Best practices 48

Best practices Call Center Calibration Gamification 48

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. Our researchers wanted to know what kind of feedback experience consumers consider the “ultimate” experience.

Gamification 45

Gamification Feedback Surveys Personalization 45