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. New-gen WFM takes staffing and service optimization to the next level.

Consulting 62

Consulting Consulting Marketing Management 62

Noble Systems

FEBRUARY 10, 2021

To help agents level-up their skills, many contact centers are turning to gamification for everything from new hire on-boarding and coaching to perpetual training and development. Check out these related resources: Webinar on Demand: Expert Panel Q&A: How Changing Customer Behavior Will Impact Contact Centers in 2021.

Contact Center 98

Contact Center Gamification Self service Analytics 98

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

Consulting 62

Consulting Consulting Contact Center Marketing 62

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

Liveops

MARCH 11, 2021

A 2021 Enterprise Blueprint for Remote Work: 5 Proven Methods to Optimize Agent Productivity and Reduce Attrition. Quarterly surveys are very common, however, they tend to be lagging indicators. . Liveops leverages a social network platform that includes gamification, events and networking among agents. .

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Gamification Enterprise Contact Center Contact center software 118

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

Fonolo

JUNE 10, 2021

Games might seem juvenile at first glance, but gamification is a popular and highly effective way to engage your staff, no matter their age. Agents can roll the dice if they receive positive feedback on the IVR survey. 5 Important Strategies for Agent Engagement in 2021. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 91

Call Center Interactive Voice Response Gamification Contact Center 91

Balto

MAY 13, 2022

It’s typically measured with surveys. In 2021, a survey we did of more than 1,000 contact center agents analyzed what led to mistakes. Gamification. Gamification can make things a bit more fun. Research backs up the power of gamification. What Is an Agent Satisfaction Score and What Does It Measure?

Contact Center 52

Contact Center Gamification Scripts Coaching 52

COPC

NOVEMBER 15, 2023

Twenty-five percent of those surveyed said that they did not agree that the recruitment team accurately described the job. As you can see in Figure 1, there was an increase from 2021 to 2023 in those who did not agree that the job description was accurate. The prevalence of inaccurate job descriptions is getting worse over time.

Call Center 96

Call Center Employee engagement Best practices Contact Center 96

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. AI will become more prevalent in 2021. Per Metrigy’s * most recent study, 71.6%

Contact Center 68

Contact Center Self service Chatbots Average Handle Time 68

COPC

JANUARY 15, 2024

According to the 2023 survey, only 71% of respondents felt their training adequately prepared them for success, down three percentage points over two years. Note that the same surveyed staff who are satisfied with their training are 200% more satisfied with their jobs.

Best practices 79

Best practices Employee engagement Coaching Feedback 79

Quiq

DECEMBER 29, 2021

Boost employee engagement with gamification. Just between December 2020 and July 2021, there was a 21% increase in employee burnout, according to a report from meQuilibrium. Gamification. . Gamification brings an element of competition and fun to your customer service objectives. A good way to engage employees?

Gamification 52

Gamification Chatbots Sales Surveys 52

Liveops

MARCH 15, 2021

A 2021 Enterprise Blueprint for Remote Work: 5 Proven Methods to Optimize Agent Productivity and Reduce Attrition. Quarterly surveys are very common, however, they tend to be lagging indicators. . Liveops leverages a social network platform that includes gamification, events and networking among agents. .

Gamification 62

Gamification Enterprise Contact Center Contact center software 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

DMG Consulting

SEPTEMBER 26, 2018

DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

OCTOBER 17, 2019

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. Sales of interaction analytics, including new sites and geographies and replacement solutions, are expected to pick up momentum over the next few years, as long as the economy remains strong.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

OCTOBER 17, 2019

DMG expects RPA revenue to increase by at least 125% in 2020 and 2021, and 100% in each of the three years 2022, 2023 and 2024.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JULY 31, 2019

DMG expects revenue in the call tracking market to grow by 10% – 15% in each of the next 3 years, 2019 – 2021. This sector’s growth is fueling a wave of investments that is yielding expanded and more sophisticated offerings, including the use of AI-enabled conversational analytics, which is increasing the benefits of these applications.

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Consulting Consulting Interactive Voice Response Virtual Agent 48

DMG Consulting

MARCH 31, 2019

DMG anticipates that the WFM market will experience rapid growth over the next 5 years, increasing by 11% in 2019, by 10% in 2020 and 2021, and by 9% in both 2022 and 2023. The WFM market is performing extremely well, and DMG expects it to continue to grow at a strong rate even though it is a mature market.

Consulting 48

Consulting Consulting Marketing Management 48

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. DMG expects the WFM sector to continue to grow at a strong rate for a mature market. “It’s been a great year for the WFM market and there is a lot more to come”, said Donna Fluss, President of DMG Consulting.

Consulting 48

Consulting Consulting Marketing Management 48

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%

Consulting 48

Consulting Consulting Contact Center Marketing 48

NobelBiz

AUGUST 28, 2023

Integration with Customer Feedback Channels like surveys and reviews into your contact center operations can enable agents to gather valuable insights and adapt their approach accordingly. Back in 2021, a whopping 64% of agents were already rocking the remote work vibe. Here’s a quick checklist to get you started.

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Contact Center Multichannel Analytics Feedback 98

DMG Consulting

DECEMBER 11, 2019

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. The number of CBCCI seats in the market grew by 20.1% between 2017 and 2018 (as of July 31, 2019).

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

JivoChat

JULY 27, 2021

In the first quarter of 2021, nearly 60% of online traffic came from mobile devices. Use gamification. Gamification is a powerful way to influence customers and reward loyalty. Ask for their feedback in surveys, give them incentives for reviews, then show how you responded to the review. Focus on the mobile experience.

Gamification 52

Gamification Chatbots Sales Feedback 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Storyline: Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Playvox

JANUARY 13, 2022

billion smartphone users worldwide in 2021. In 2021 , WhatsApp had two billion monthly users worldwide, Facebook Messenger counted 1.3 Plus, of the workers surveyed, 70% said they’re somewhat likely to leave their current job for a chance to work at a place known for investing in employee training and development. Gamification.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

3CLogic

JANUARY 5, 2022

Consider how the contact center landscape changed during 2021 alone. Recapping How Contact Centers Evolved In 2021. employees were working fully or partially remote in September 2021, and 91% of those individuals want to continue working at least partially remote. Research from Gallup shows that 45% of U.S.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 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