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

Monet Software

OCTOBER 3, 2018

Los Angeles, October 2 nd , 2018— Monet Software announced today that TMC , a global, integrated media company, has named Monet WFO as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. “We Congratulations to Monet Software for being awarded a 2018 CUSTOMER Magazine Contact Center Technology Award.

Contact Center 48

Contact Center Technology Quality management CRM 48

Monet Software

DECEMBER 21, 2018

It’s safe to say that 2018 was an eventful year at Monet Software. And the accolades just kept coming for Monet WFO, which this month was named a 2018 Contact Center Technology Award winner. Last month we were proud to announce the release of an integrated workforce management offering with Zendesk. What will the New Year bring?

Schedule adherence 48

Schedule adherence contact center solutions Contact Center Best practices 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

Monet Software

OCTOBER 22, 2018

Wrapping Up Dreamforce 2018. Monet’s unified cloud Workforce Optimization solution also makes it easier to better manage contact center performance, and to switch from a reactive mode to a proactive mode to leverage actionable data for better decision-making. Commitment to Customer Experience Tops Priority List.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

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

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You have a limited workforce optimization strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Calabrio

AUGUST 31, 2018

Best Practices C3 2018 Speaker Spotlight: Q&A with Josie Trimnal, Grand Canyon University Share With only a few weeks remaining until Calabrio Customer Connect (C3) 2018, were highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Josie: C3 has become a highlight of my year!

Best practices 52

Best practices Engineering Contact Center Feedback 52

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? In summary: Call Recording + Quality Management = Cost Savings. The result to the bottom line?

Quality management 40

Quality management Management Scripts Call flow 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 Analytics Marketing 48

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Zion Market Research 2016. ** CFI Group – 2018 Contact Center Satisfaction Index. This valuable data can then be used to proactively offer more relevant solutions to customers.

Quality management 40

Quality management Management Best practices Coaching 40

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series.

Quality management 40

Quality management Management Scripts Call flow 40

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. The complete overview of the current status of quality management among those in the industry is provided in Figure 1 below.

Quality management 29

Quality management Call Logging Management Employee engagement 29

DMG Consulting

MARCH 1, 2019

The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 percent of the total company GAAP revenue in the WFO suite market in the first half of 2018, each experienced strong revenue growth. Total company revenue for the WFO market in the first half of 2018 was $1.685 billion, up $101.7

Marketing 84

Marketing Contact Center Analytics Enterprise 84

DMG Consulting

SEPTEMBER 4, 2020

million in 2018 to $3,838.6 million in 2018 to $2,069.8 This technology is being applied to many of the WFO applications, including interaction analytics (IA), analytics-enabled quality management (AQM), workforce management (WFM), knowledge management (KM), and others. million in 2019. million, or 11.6%.

Contact Center 87

Contact Center Analytics Consulting Consulting 87

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? Make sure your solution not only provides integrated voice recording, but consider things like Screen Recording and Quality Management for other channels as well.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

Aspect

SEPTEMBER 28, 2017

Even more interesting is the fact that the contact center application most likely to transition to the cloud in 2018 is … Workforce Management. WFM software is typically purchased independently of the ACD and Recording/Quality Management systems and interoperates with a very wide spectrum of vendors and different types of solutions.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

Serenova

AUGUST 11, 2020

A 2018 research study found that customers will pay up to 16% more for products and services they deem to provide a superior customer experience. CxEngage Quality Management. These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Vonage

JANUARY 30, 2019

Aligning Quality Management With Customer Experience. Additionally, quality insights need to scale which is why the introduction of interaction analytics makes such a transformational impact. The final prediction for 2018 is that contact centres will start to embrace emotion management as a leadership discipline.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

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

DMG Consulting

APRIL 20, 2020

In June of 2018, 16.8% In the last few weeks, CCaaS solutions, automatic call distributors (ACDs) and dialers that are delivered from the cloud have demonstrated their flexibility in meeting the needs of companies and government agencies, as many organizations have moved their employees and agents from the office to work from home.

Contact Center 62

Contact Center Government Cloud contact Quality management 62

CSM Magazine

MARCH 16, 2022

Quora Group has three ISO accreditations: 9001 (quality management), 14001 (environmental management), and 45001 (health and safety). As part of our ISO management system we use BigChange to monitor and measure the greenhouse gas emissions from our vehicles,” added Craig. BigChange has helped it achieve all three. “As

Finance 52

Finance Engineering CRM Healthcare 52

Avaya

JUNE 18, 2018

GDPR went into effect in May 2018 to protect European Union (EU) citizens’ data and privacy. Gartner predicts that by the end of 2018, more than 50% of companies affected by GDPR will still NOT be in full compliance with its requirements. Comply with GDPR. As a regulation on company behavior, GDPR does not apply to technology directly.

Quality management 40

Quality management Analytics Coaching Contact Center 40

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. It doesn’t have to be a time-consuming task either, you can unify coaching capabilities via powerful performance management. and quality management products.

Call Center 56

Call Center Gamification Coaching Surveys 56

DMG Consulting

MARCH 31, 2017

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. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 8, 2017

DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021. DMG foresees the next 3 – 5 years to be highly productive for gamification providers, as this is an area that is attracting substantial interest and investments.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Verint

APRIL 12, 2018

Introduce automated quality management (AQM) —and revolutionize how the organization approaches quality in the contact center. With AQM, the organization can automate the entire quality management process, from scoring evaluations to assigning coaching. Interested in learning more?

Analytics 31

Analytics Average Handle Time Quality management Coaching 31

Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. Call center managers need to coach their agents to avoid prolonged conversations about the weather or sports teams while on their calls.

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52

Enghouse Interactive

DECEMBER 5, 2018

2018 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype.

Coaching 65

Coaching Analytics Cloud contact Self service 65

Netomi

JANUARY 5, 2022

After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October 2018. The firm is a leading customer experience (CX) research, consulting, and training firm.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

NICE inContact

NOVEMBER 9, 2018

Consider a quality management solution that will let you observe agents as they interact with customers and allow you to score interactions using a standardized evaluation form and to provide systematic coaching and teaching. Older systems often don’t provide convenient access to KPI metrics.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

DMG Consulting

JULY 26, 2018

Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. By Donna Fluss.

Best practices 48

Best practices Call Center Calibration Gamification 48

Enghouse Interactive

AUGUST 16, 2018

Monitor and measure across channels – Make sure you offer channel options to your customers but also measure and monitor across these channels using quality management, screen recording, speech analytics etc. Enghouse Interactive has the technology to help improve your first contact resolution figures, both today and into the future.

Customer Experience 40

Customer Experience Self service CRM Interactive Voice Response 40

Balto

JULY 5, 2023

GPT 1 was only released in 2018; it took less than a month to go from GPT 3.5 Autocomplete quality scorecards and direct Quality Management to the exceptions. So what’s left to fill in the blank? At our current pace, very little. And that pace is not slowing down.

Contact Center 52

Contact Center Virtual Agent Chatbots Best practices 52