DMG Consulting

SEPTEMBER 4, 2020

However, once companies stabilize and start investing in technology again, DMG expects a few of the WFO applications, specifically workforce management and speech analytics, to attract significant attention, due to their contributions and benefits in helping companies deal with COVID-19. million in 2019. WFO Market Performance.

Contact Center 87

Contact Center Analytics Consulting Consulting 87

DMG Consulting

MAY 26, 2020

2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). . WFO Trends in 2020.

Contact Center 96

Contact Center Analytics Consulting Consulting 96

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

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. Dimension Data 2019 report.

Quality management 40

Quality management Management Scripts Call flow 40

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand.

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

Serenova

AUGUST 11, 2020

A 2019 study found estimated it costs $5,000 – $7,000 to hire and train a new agent. Serenova can help businesses and agents work more efficiently and deliver higher customer satisfaction with robust quality management capabilities, a true omnichannel platform and enterprise-grade integrations for all of your business-critical systems.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand.

Analytics 76

Analytics Quality management Contact Center Customer Experience 76

8x8

DECEMBER 3, 2018

Lenox made this discovery because they have robust contact center analytics that give real-time notification of trouble areas so issues can be immediately rectified. Use customer experience analytics to quickly identify problems such as excessive hold times or transfers, and then drill down to analyze specific customer journeys.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

CSM Magazine

OCTOBER 28, 2020

Calabrio , the customer experience intelligence company, announced the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The ONE Awards recognize high-achieving companies using Calabrio ONE to drive the future of customer and workforce engagement management.

Analytics 40

Analytics Abandon rate Education Employee engagement 40

Calabrio

MARCH 2, 2020

These results are a big reason why CCaaS is projected to grow at a CAGR of nearly 15 percent between 2019 and 2021—and why CCaaS is a critical part of Calabrio’s go-to-market plan. Another example is how Twilio Flex and Calabrio ONE work together to improve quality management.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

teleopti

JANUARY 9, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand.

Analytics 70

Analytics Quality management Customer Experience Contact Center 70

DMG Consulting

SEPTEMBER 30, 2021

billion in 2019. While the increase between 2019 and 2020 was relatively modest, given the pandemic, maturity of this sector, and migration from a predominantly on-premises sales model to a cloud annual recurring revenue (ARR) model, this performance is good. billion in 2019. million in 2019 to $810.0 billion, up 2.7

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

DMG Consulting

MARCH 31, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report. 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

Avaya

MAY 20, 2019

Quality Management? Workforce Management? Speech and Text Analytics: Analyze what’s happening in customer conversations—be it voice- or text-based—to uncover where agents are struggling with things like limitations in applications, procedures, policies or anything else that prevents them from being the best they can be.

Marketing 11

Marketing Self service Contact Center Quality management 11

DMG Consulting

MAY 8, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021. When: Today, 10 May 2017. To order, visit www.dmgconsult.com.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in both 2019 and 2020, and 21% in 2021. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Enghouse Interactive

OCTOBER 21, 2020

As noted in the 2019 Dimension Data Customer Experience (CX) Benchmarking report: 88% of contact center decision-makers expect self-service volumes to increase over the next 12 months. Use “Voice of the Customer” capabilities combined with AI Insights (analytics) to discover what the customer is telling the business is most important to them.

Self service 78

Self service Contact Center Benchmark Chatbots 78

Voxjar

JUNE 8, 2021

While Voxjar offers an end-to-end Speech Analytics QA solution and are confident that we can help you solve your call monitoring needs, we believe that you should explore the entire landscape before making a decision. In late 2019 though, their published pricing was per user per month and ranged from $20 to $45 each. Playvox pricing.

Call Center 51

Call Center Analytics Enterprise Sales 51

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. AI IS THE HEADLINER FOR 2019. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Serenova

AUGUST 11, 2020

A 2019 study found estimated it costs $5,000 – $7,000 to hire and train a new agent. Serenova can help businesses and agents work more efficiently and deliver higher customer satisfaction with robust quality management capabilities, a true omnichannel platform and enterprise-grade integrations for all of your business-critical systems.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

Talkdesk

JULY 16, 2019

What’s more, scaling up your team requires more workforce management resources directed toward even more performance and quality management personnel. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

DMG Consulting

SEPTEMBER 17, 2021

Back-office managers want the benefits of WFO suites but also need them to come with features that address the needs of their vertical. billion in the first half of 2019 to $1.9 This should include automating the QM process with an analytics-enabled QM system. percent, from $1.8 billion in the same period of 2020.

Contact Center 48

Contact Center Enterprise Self service Technology 48

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. but do greatly simplify systems management. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. 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. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98