DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market. Real-time guidance is another important and emerging use for IA solutions.

Analytics 107

Analytics Contact Center Enterprise Marketing 107

Beyond Philosophy

MAY 12, 2021

Porte says they were hearing from their clients worldwide that 2021 was posing challenges for them. Verint wanted more than anecdotal stories about the challenges, so they surveyed organizations from 12 different countries and ten different industries to assess what was going on out there. Porte said the numbers were surprising.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

Nicereply

SEPTEMBER 28, 2021

Let’s now take a look at the top 5 customer care tools for 2021: HubSpot Service Hub. Customer Feedback Survey. Surveys are a crucial tool for collecting their thoughts. The tool also lets you maintain your company’s look and feel across surveys by customizing the forms for your specific needs. Customer service analytics.

Customer Service 98

Customer Service call center software Surveys Analytics 98

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. Read below to learn about the awards and meet this year’s winners.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

Pointillist

JUNE 7, 2021

As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction 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 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . When : Today, 3 June 2021. Background : .

Consulting 59

Consulting Consulting Analytics Marketing 59

Comm100

JANUARY 21, 2021

If 2021 is the year that you want to find the best live chat software for your small business, then read on to find out everything you need to know about small business live chat software. Using live chat analytical tools, you can learn about a visitor’s interaction with your site (time on site, entrance information, pages visited, and more).

Surveys 98

Surveys Marketing Sales Customer Support 98

DMG Consulting

JANUARY 17, 2021

Welcoming in 2021, the Year of the Vaccine. DMG’s February newsletter will contain the results of the annual survey and the implication of the findings for enterprises. 2021 started off quietly, with many of us welcoming in the new year from the safety of our homes, but this didn’t last long. Happy New Year!

Government 90

Government Healthcare Consulting Consulting 90

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. We will explore the 20 best employee engagement software in 2021 and compare their features. Bonus Read: Employee Engagement Survey Questions.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

The Northridge Group

MARCH 14, 2023

Obtaining Real-World Insights with Data Analytics Tools Healthcare organizations are awash with an abundance of clinical and business performance data, more so than companies in just about any other sector. According to 2021 data, 59%-70% of patients would rather self-schedule appointments. To learn more, contact us.

Healthcare 145

Healthcare Technology Self service Analytics 145

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

TechSee

MAY 4, 2021

Another survey corroborated these findings, with just under half (45%) of U.S. businesses extended their remote working scheme to 2021. A survey by Aberdeen backs this up, finding that while only 14% of contact centers admitted having remote work capabilities in place before the pandemic, that number increased to 52% by June 2020.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Beyond Philosophy

MAY 1, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. Complete this short survey. A massive gap exists. Please tell us how we are doing!

Consulting 150

Consulting Consulting Analytics Enterprise 150

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. What are your top contact center priorities for 2021? What are your top technology priorities for 2021? Figure 1: Top 5 Contact Center Priorities for 2021.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

CSM Magazine

DECEMBER 2, 2020

Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021. . What’s in store for 2021? Here are three predictions for 2021: 1. Agent wellbeing will take centre stage – as more contact centres continue homeworking into 2021.

Analytics 72

Analytics Self service Government Engineering 72

Noble Systems

JANUARY 29, 2021

Changing Customer Behaviors Will Impact Contact Centers in 2021. Truly understand, and even anticipate, how changing customer expectations and behaviors will impact contact centers in 2021 and beyond. More frequent customer surveys are one way. Here is a recap of what those surveyed by Corinium had to say.

Contact Center 68

Contact Center Surveys Analytics Feedback 68

delighted

JUNE 3, 2021

A year after the pandemic began, in April 2021, we’re seeing a resurgence in consumer spending with the US vaccine rollout and as businesses reopen. We surveyed 1,200 shoppers across the US to learn more about their shopping habits and preferences. So what does this mean for retail? Which of the pandemic trends will stick?

Advertising 101

Advertising Entertainment Sales Personalization 101

Upstream Works

JANUARY 26, 2021

The Accelerated Need for Digital CX in 2021. Embracing Contact Center AI in 2021. Contact centers of all sizes will have to continue to adapt to the new normal throughout 2021. The post The Accelerated Need for Digital Transformation in 2021 appeared first on Upstream Works. Supporting a distributed workforce.

Contact Center 78

Contact Center Self service Technology Surveys 78

Talkdesk

FEBRUARY 16, 2021

Metrigy, an innovative research firm focusing on CX, contact centers and unified communications (UC), recently published survey data collected from 700 companies between August to October 2020 to understand how these companies are thinking about operating their CX teams and systems in a post-COVID world.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Contact Center Pipeline

MAY 5, 2021

A year after the onset of the COVID-19 pandemic, only 50% of organizations report they are well prepared to support customer engagement priorities moving forward, while more than four in five (82%) say the challenges of managing customer engagement will only increase in 2021.

Surveys 130

Surveys Management Analytics Contact Center 130

ProProfs Blog

MARCH 26, 2021

Customer feedback surveys are the go-to tool of every business to understand their customer needs and sentiments. The advantages of surveys lie in their simplicity, ease of creation, quick feedback collection, and so on. In this blog, let’s explore both the advantages and disadvantages of customer feedback surveys in detail.

Feedback 78

Feedback Surveys Customer retention Metrics 78

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 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 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service 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 2020 – 2021 Digital Customer Service Product and Market Report.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Lumoa

FEBRUARY 7, 2023

During an NPS survey, a customer replies with a 7 and comments that they’d love to see the reporting section expanded. Organizations that analyze and act on their customer behavioral data outperform the market by 85% in sales growth, according to a 2021 study by Microsoft.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

Totango

APRIL 5, 2022

NPS software helps you conduct NPS surveys, analyze their results, and put the information to use. It can make your NPS surveys more efficient by performing a number of functions, such as: Segmenting your respondents based on criteria you select so you can zero in on a particular part of your customer base. Branding your survey.

Upselling 105

Upselling Surveys Analytics Customer retention 105

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure 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. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

OctopusTech

JUNE 24, 2021

With a brand name like Live Chat, it’s no wonder to witness this chat tool at the top ranking in 2021. This tool is used for real-time chat, multichannel support, lead generation, online surveys, in-app support, BPO Services, and more. Web dashboard with user analytics. Analytics as well as CSAT ratings.

Multichannel 62

Multichannel APIs Telemarketing Analytics 62

Spearline

JUNE 2, 2022

It surveyed people in a broad range of job roles and found that 55% of contact centers hope to leverage technology to reduce costs or boost productivity in 2022. In 2021, there were more high profile hacks of large organizations than ever. But, when it comes to security, those fears seem to be dissipating.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

COPC

MARCH 31, 2021

in conjunction with Executives in the Know, we learned key trends that businesses need to know for 2021, including: Companies were forced to fast-track strategic initiatives. With next to no warning, 50% of the organizations surveyed had to implement initiatives that hadn’t been in their business plans. SST growth took off.

Benchmark 59

Benchmark Customer Experience Surveys Coaching 59

TechSee

APRIL 10, 2018

These new practices rely heavily on technology and its proper integration and implementation, from data handling and advanced analytics to process adjustments, training and more. Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021).

Call Center 139

Call Center Technology outsourcing Self service 139

Hodusoft

DECEMBER 17, 2020

Below mentioned are some of the essential features to look forward to in 2021, have a look: Predictive Dialer: Predictive dialer is an important feature of a call center software solution that enables agents to connect with the call as soon as they become available to take the next call. Key Features of Call Center Software.

Call Center 59

Call Center call center software Interactive Voice Response Abandon rate 59

Noble Systems

FEBRUARY 10, 2021

To meet customer expectations, agents must be able to access all pertinent customer data in one place from a variety of sources – CRM, external databases, speech analytics and other enterprise systems. It enables speech analytics to provide more and more precise insights on customers and processes. Interested in learning more?

Contact Center 98

Contact Center Gamification Self service Analytics 98

Fonolo

APRIL 29, 2021

Agents will perform phone outreach to create sales opportunities, verify information, conduct surveys, and much more. With that said, start your search with these three technologies: Top Contact Center Technology Trends in 2021. Performance analytics tool. Your Guide to Call Center Outsourcing in 2021.

Call Center 128

Call Center outsourcing CRM Technical Support 128

Spearline

MAY 10, 2021

of contact centers are expected to get to that point by autumn 2021 and a further 26.9% Poor audio quality could result in inaccurate analytics or, worse still, the inability to utilize the data contained within a call. Implementation of speech analytics can require a significant initial investment. While another 11.5%

Telecommunications 98

Telecommunications Contact Center Analytics Chatbots 98

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021. What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

Lumoa

JANUARY 11, 2022

NPS surveys or full NPS analytics? The question of “What should you invest in: survey or analytics?” Without a properly crafted customer survey, you would not get enough data. And without great analytics, you would not understand your data. You can run the surveys through emails, apps, websites, and links.

Surveys 97

Surveys Feedback Analytics Benchmark 97