DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. When: Today, 23 July 2020.

Consulting 62

Consulting Consulting Analytics Marketing 62

Creative Virtual

JULY 22, 2020

The closing of physical store and office locations, restrictions on in-person activities, new guidelines to keep contact centre agents safe, rapidly changing information – these challenges and disruptions to business-as-usual have forced organisations to adapt quickly and re-evaluate the needs of their customers.

Virtual Agent 52

Virtual Agent Self service Surveys Customer centricity 52

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Marketing Management 62

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Rejecting doomsday predictions that robots will take their jobs, many agents are embracing AI technology.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

TechSee

OCTOBER 23, 2018

According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots. Using AI to enhance interactions with customers is quickly gaining traction.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

SharpenCX

SEPTEMBER 24, 2020

2020 didn’t cancel National Customer Service Week. When I visit call center forums to learn what really bugs your agents , I see far too many harmful practices and antiquated management techniques that steamroll the humanity of customer service agents. Read Next] What your agents don’t tell you about working in a call center.

Virtual Agent 52

Virtual Agent Customer Service Scripts Coaching 52

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

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. 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments.

Consulting 48

Consulting Consulting Marketing Management 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. DMG expects the number of IA seats to increase by 12% in 2019, 11% in 2020, 10% in both 2021 and 2022, and 9% in 2023.

Consulting 48

Consulting Consulting Contact Center Analytics 48

ConvergeOne

SEPTEMBER 20, 2022

Since COVID-19 and the great resignation that came about in 2020 and 2021, contact centers have had a hard time finding and retaining agents. This frequent agent turnover in a contact center leads to very expensive training costs, but worse, it means that call holding wait time is getting longer, and more painful, for customers.

Interactive Voice Response 74

Interactive Voice Response Virtual Agent Contact Center Surveys 74

DMG Consulting

DECEMBER 11, 2019

DMG Consulting 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. DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Creative Virtual

OCTOBER 5, 2020

2020 has brought new customer service challenges for companies and altered the way customers engage with businesses, perhaps forever. This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

Creative Virtual

AUGUST 5, 2020

A new survey conducted by Econsultancy and Marketing Week with marketers around the world found that, among customer-facing organisations with £50 million or more in annual revenue, 63% of respondents said they observed a “strong trend” of consumers adopting digital features more quickly as a result of COVID-19.

Virtual Agent 52

Virtual Agent Customer Experience Chatbots Self service 52

DMG Consulting

APRIL 15, 2020

When: Today, 3 March 2020. DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. 5 to 20 year vision and projected actions to achieve the future state. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Contact Center Gamification 62

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

UJET

JUNE 25, 2021

In fact, one out of three businesses surveyed in 2020 said they were not confident that the experience they were providing to their customers was “good.”. According to ourfall 2019 survey, 61% of customers were using a mobile device for support, and 48% were using in-app messaging with agents for on-demand delivery services.

Customer Experience 82

Customer Experience CRM Contact Center Wait times 82

Creative Virtual

JUNE 2, 2020

Yet even with these changes, customers still sometimes want or need to reach out to a human agent in the contact centre. One survey question focused on the role they saw artificial intelligence (AI) playing in their contact centre. The combination of humans and AI makes for an improved customer support experience.

Virtual Agent 52

Virtual Agent Self service Surveys Chatbots 52

DMG Consulting

JANUARY 29, 2021

This is exactly what DMG asked enterprise, IT and contact centers leaders from around the world in our annual contact center goals and priority survey, conducted in November and December 2020. of survey respondents indicated the importance of prioritizing the customer experience. Reporting and analytics, which garnered 28.1%

Contact Center 62

Contact Center Interactive Voice Response Self service Enterprise 62

Netomi

MARCH 27, 2022

CSAT is often measured by completing customer satisfaction surveys. Surveys are completed through a brief, single question form asking how a customer feels following their most recent experience. This can be done through an email, chat, phone follow-up question, or through traditional paper or postcard satisfaction surveys.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

DMG Consulting

OCTOBER 17, 2019

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019-2020 Robotic Process Automation Product and Market Report. Where: Available at the DMG Consulting online store. OnviSource is covered at a high level.

Consulting 48

Consulting Consulting Marketing Gamification 48

Creative Virtual

NOVEMBER 13, 2019

In particular, there has been a fear that automated self-service tools like chatbots and virtual agents would completely replace the contact centre and eliminate the need for human agents. However, AI-powered chatbots and virtual agents are changing the role of contact centres and human customer service agents.

Virtual Agent 40

Virtual Agent Chatbots Self service Surveys 40

DMG Consulting

SEPTEMBER 26, 2018

The result is increased demand for real-time speech analytics, which can deliver accurate and timely insight and guidance to agents during interactions with customers, mitigating liability risks and guiding interactions to results that are mutually beneficial for the enterprise and the customer.

Consulting 48

Consulting Consulting Analytics Marketing 48

VocalCom

JULY 2, 2020

We are social creatures and the value interacting with another human being over a machine when dealing with a complex and emotional problem cannot be underestimated: humans offer a level of empathy that no chatbot or automated agent can currently provide. The rise of the ‘Super-Agent’. Dealing with Greater Complexity.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

Creative Virtual

JANUARY 28, 2020

A Gartner survey found that of highly engaged employees, only 21% report having a high-quality experience. Just as virtual agents and chatbots are ideal tools for customer self-service, they also lend themselves well to supporting employees in areas such as IT Service Management (ITSM), human resources (HR) and staff training.

Employee engagement 40

Employee engagement Self service Virtual Agent Chatbots 40

Interactions

JANUARY 14, 2021

According to PwC’s 2020 Global Digital IQ survey , 66% of companies said revenue growth and profitability would suffer if they didn’t digitally transform quickly enough. Questions are answered in real-time whether by a human agent or a virtual agent. Think of a phone conversation or a live chat conversation.

Wait times 62

Wait times Virtual Agent Technology Enterprise 62

Interaction Metrics

MARCH 20, 2025

Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way. If you have a CX team and are going to be running your own customer surveys, then you’ll want to choose the best software.

Enterprise 62

Enterprise Surveys Analytics Feedback 62

DMG Consulting

MARCH 16, 2018

The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. Besides the opportunity to transform and revolutionize WFM in contact centers, there is an even bigger opportunity to sell these solutions to back offices and branches. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

OCTOBER 13, 2021

They want to be able to adapt their customer-facing solutions quickly and easily and they increasingly expect their CBCCI solution to come with workforce optimization (WFO)/workforce engagement management (WEM) modules (quality management (QM), workforce management (WFM), surveying, etc.).

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. DMG remains bullish on this IT market, particularly now that some larger contact centers are either moving to the cloud, albeit not all of their seats at once, or considering a move. DMG expects the CBCCI market to grow at a minimum rate of of 22.5%

Consulting 48

Consulting Consulting Contact Center Marketing 48

3CLogic

MAY 26, 2022

During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience. Effective customer experience management empowers your virtual agents to support each customer as an individual. Do you have customer service survey results?

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

JivoChat

JUNE 7, 2021

Numbers from Adobe’s 2020 Digital Economy Index indicate that 8% of customers make up 41% of e-commerce store’s revenue. Numbers from a 2018 survey indicate that 4 out of 5 consumers actually wish businesses texted them more, so you’re sure to find many customers opting-in to this type of customer interaction. Source: OptinMonster.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

Global Response

MAY 1, 2023

Some of the services an outbound call center may offer include: lead generation telemarketing audience surveys upselling and cross-selling customer success and clienteling While outbound call centers are less crucial than inbound call centers, they still play an important role for many businesses.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. employ customer support specialists, who will become trusted and recognized, rather than be nameless agents. Contact Center and CX Research and Reports. Teresa Cottam.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Netomi

SEPTEMBER 20, 2021

Zendesk customers now have access to the Netomi Virtual Agent. The apps can be used for call center agent replacement, text chat or to add conversational voice interfaces to mobile apps or IOT devices. Dasha was named a Gartner Cool Vendor in Conversational AI 2020. The platform bundles customer satisfaction surveys (i.e.,

Chatbots 126

Chatbots APIs Surveys Analytics 126

Interactions

JULY 2, 2020

2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. In fact, consumer debt has risen to record-breaking heights, at over $14 Trillion by mid-2020. 2020 has tested the limits of the collector workforce.

Virtual Agent 77

Virtual Agent Contact Center Accountability Call Center 77