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

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. The survey takes roughly 15 minutes to complete. Insight #3 – Optimizing your Workforce Management Investments.

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

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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

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Practical ways to listen to employees can be implemented through weekly one-on-one check-ins, anonymous social tools, and short frequent surveys. 3) Keep Your Agents Challenged.

Call Center 56

Call Center Gamification Coaching Surveys 56

NICE inContact

SEPTEMBER 30, 2019

Stanford University conducted a two-year study where they surveyed 500 remote workers and those who worked in a conventional workplace. Here’s why: In 2018, there was nearly five billion dollars in cost savings for U.S. 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

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

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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

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

Infinity

MAY 25, 2019

These findings are based on an Adobe survey conducted in 2018. Respondents of the survey stated that they would be happy to teach a machine if it helped curate the perfect experience for them. Growing your customer base with gamification. One method we discovered at #DMWF is gamification. Farewell, #DMWF.

Marketing 40

Marketing Gamification Surveys Big data 40

Fonolo

FEBRUARY 19, 2019

We’ve been tracking it by regularly looking at different statistics and surveys from industry reports. CX Trends You Need to Watch in 2018 [White Paper]. The Top 10 Worst Companies You Called in 2018. What’s Inside: Gamification in the Contact Center. Call Center Cloud Conversion Continues. Call Center Agent Culture.

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Call Center Contact Center Agent burnout Gamification 62

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. Each time your customers engage with the item or service reinforces a positive or negative impression toward the brand. The Forgotten Experience.

Gamification 45

Gamification Feedback Surveys Personalization 45

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

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. . Approximately 76% of employees surveyed cited a lack of proper onboarding as their reason for leaving, saying they felt overwhelmed, under-qualified, and under-appreciated. Their top complaint? Poor preparation.

Education 62

Education Gamification Morale Call Center 62

Liveops

MARCH 12, 2020

A 2018 BambooHR study found that roughly one-third (31%) of workers depart their new positions within the first six months. . Approximately 76% of employees surveyed cited a lack of proper onboarding as their reason for leaving , saying they felt overwhelmed, under-qualified, and under-appreciated. Their top complaint?

Education 62

Education Gamification Construction Morale 62

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

VHT

OCTOBER 18, 2018

According to a 2018 Pew Internet Survey, 68% of US adults use Facebook and 24% use Twitter. And training that includes gamification and microlearning motivates agents to improve their skills and advance their careers. The business lowered costs while maintaining superior customer experience (CX). Social Media Customer Care.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Vonage

MARCH 26, 2018

In fact, Forrester’s most recent CX Index survey revealed that emotional experience makes up half of the “CX equation” — far outweighing the variables of efficiency and effectiveness (Can the customer achieve their goal?

Customer Experience 48

Customer Experience Interactive Voice Response Gamification Best practices 48

DMG Consulting

APRIL 16, 2019

billion for the first half of 2018. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) 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. of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Connecting the Dots

APRIL 3, 2024

For example, from a business-to-consumer (B2C) vantage point, our 2020 National Customer Rage survey indicates that 66% of customers will experience problems annually more than double the 32% problem rate reported in our 1976 White House-sponsored study. A recent survey of 2,000 U.S. Gamification also works well. Thoroughness?

Education 62

Education B2B Sales Surveys 62

JustCall

AUGUST 10, 2022

Cloudtalk Pricing Plans. Starter – $25 per user, per month, billed annually Essential – $30 per user, per month, billed annually Expert – $50 per user, per month, billed annually Custom – On request. Genesys CloudX Pricing Plans. Genesys Cloud CX 1: $75.00 per user per month Genesys Cloud CX 2: $110.00 per user per month.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

CrazyCall

JULY 4, 2019

The best way to be accessible is to monitor and survey your customers (and customer service teams) and find out what are their favorite ways of getting in touch with your company. — Joshgloer (@joshgloer) March 12, 2018. The other will email you, while the third group would like to go on a live chat.

Customer Service 66

Customer Service Interactive Voice Response Metrics Gamification 66

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.

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Contact Center Gamification Call Center Average Handle Time 176

Noble Systems

FEBRUARY 24, 2019

Findings from Mercer Consulting’s Contact Center Survey indicate that non-challenging work, lack of recognition, no career growth or development and inflexible working environment are dominant contributors to high turnover. Mercer’s survey results revealed that 6.2% Agent attrition is a virus. quit within 61-90 days; and another 8.2%

Gamification 66

Gamification Customer Service Contact Center Employee engagement 66

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%

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Consulting Consulting Contact Center Marketing 48