DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. When: Today, 3 October 2019. OnviSource is covered at a high level.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. When: Today, 28 August 2019.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. When: Today, 5 June 2019. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. compared to 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. When: Today, 23 May 2019. Botanic Technologies and Capito.ai

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Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 48

TechSee

JUNE 4, 2019

Contact Center Pipeline , the magazine for contact center professionals, reports that the number one challenge for contact centers in 2019 is the lack of suitable desktop tools, especially for CRM and collaboration. Gamification is an immersive, exciting experience that engages and motivates agents. Get in the game.

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Call Center Technology Gamification Coaching 117

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. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. Differentiated and compelling capabilities driving growth.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 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 2018 – 2019 Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 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. The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. Strong momentum driving market growth and investment.

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Consulting Consulting Marketing Management 48

Balto

JUNE 3, 2022

Only about 13% of agents worked from home in late 2019; according to Balto’s research , nearly 45% of agents now work remotely or in a hybrid model. Take Engagement Surveys Seriously. Over 67% of contact centers measure engagement through periodic agent feedback surveys. If you don’t yet complete engagement surveys, start now.

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Gamification Scripts Contact Center Surveys 52

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 post A Contact Center Expert’s Guide to Improving CX in 2019 appeared first on VHT.

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Contact Center Gamification Employee engagement Chatbots 48

NICE inContact

SEPTEMBER 30, 2019

Business in 2019 looks dramatically different than it did 30 years ago. Stanford University conducted a two-year study where they surveyed 500 remote workers and those who worked in a conventional workplace. companies with employees who worked remotely—and that’s just counting part-time workers ( Remote.co, 2019 ).

Contact Center 54

Contact Center Gamification Call Center call center software 54

Callminer

APRIL 24, 2020

According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. The key takeaway is to use customer feedback (surveys, social media, etc.) As recent research shows, the U.S. call center industry is alive and well.

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Best practices Call Center Coaching Schedule adherence 182

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019.

Technology 122

Technology Customer Service Gamification Contact Center 122

CSM Magazine

JULY 21, 2020

When Puzzel surveyed over 100 contact centre professionals, ‘IT issues and/or clunky technology’ were major barriers to agent happiness (at 71%) so give new agents the right tools to do their job from the off-set. Virtual gamification has the added bonus of reducing onboarding time while making learning fun. or visit www.puzzel.com.

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Gamification Cloud contact Surveys Chatbots 52

Infinity

MAY 25, 2019

Because of this, it was emphasised that CX needed to remain a priority in 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.

Marketing 40

Marketing Gamification Surveys Big data 40

DMG Consulting

APRIL 15, 2020

Calabrio has two WFM solutions included in this analysis: Calabrio WFM, their legacy product, and Calabrio Teleopti WFM, based on their acquisition of Teleopti AB in June 2019.). It features 4 leading WFM vendors – Aspect, Calabrio, NICE, and Verint – and 5 WFM suites. QStory Ltd. is covered at a higher level. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Marketing Management 62

Fonolo

FEBRUARY 19, 2019

We’ve been tracking it by regularly looking at different statistics and surveys from industry reports. On the Horizon: Customer Service Trends in 2019 [Report]. 4 Contact Center Reports to Kick off 2019. The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. OnHoldWith.

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Call Center Contact Center Agent burnout Gamification 62

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

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

DMG Consulting

OCTOBER 18, 2017

DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021. An even greater opportunity exists for vendors to deliver solutions that are cloud-based and address both speech and text interactions.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

NOVEMBER 29, 2017

in 2018, 23% in both 2019 and 2020, and 21% in 2021. This represents only 11.4% of total contact center seats, so the revenue potential of this market is in the tens of billions. DMG predicts that the number of seats will grow by 22% in 2017, 22.5%

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Consulting Consulting Contact Center Marketing 48

DMG Consulting

APRIL 16, 2019

AI IS THE HEADLINER FOR 2019. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) We’re at a major and exciting inflection point. The pace of change is startling, and the innovation (and fun) is just beginning. of capturing feedback from customers.

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Contact Center Interactive Voice Response Analytics Self service 48

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! And actually, Forresters themselves say that 60% of chat bot deployment in 2019, they won’t have this live agent safety net attached to chat versions. Did you miss this Customer Experience Update Webinar from the end of November?

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Fonolo

NOVEMBER 17, 2020

Contact Center Trends 2019. In 2019, contact center superheroes should watch for the plots, characters, and villains within them. Read on about these industry issues and trends so that you can power-up and defy the odds in 2019. Storyline: Gamification. Why Gamification Matters. It’s time to treat them right.

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Contact Center Gamification Call Center Average Handle Time 176

Vistio

FEBRUARY 1, 2022

Jenny has been recognized as a leader in the CX industry, including The ICMI Top 25 Thought Leaders and the 2019/2020 CloudCherry CX Influencer Champion award. I know there’s a lot out there, like gamification or free pizza or whatever it is. Survey them, ask them what’s up. Absolutely you do. ” Yeah.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Balto

APRIL 20, 2023

According to a Gartner survey , “real estate/facilities management” was the greatest target for budget cuts; 72% of CFOs wanted to trim their organization’s real estate footprint. A survey of 4,000 employees found that 74% of employees who kept their jobs amidst a layoff felt that their own productivity had declined as a result.

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Contact Center Real estate Transportation Average Handle Time 52