Outsource Consultants

FEBRUARY 22, 2021

Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. Here are three “I”s that are essential for call center success in 2021. In order to make sure agent supervisors have adequate training, BPO providers need to make frequent reviews of their technology and programs.

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Call Center Gamification Coaching Morale 76

TechSee

DECEMBER 16, 2021

There are many new ideas, initiatives, and technologies flooding the market that aim to help the industry address its myriad challenges. These technologies are paving the way for new possibilities for the future of call centers. Let’s look at some of the trends that are expected to drive this year’s priorities.

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Fonolo

APRIL 27, 2021

That’s why it’s become increasingly important for businesses to upgrade their call center technologies, processes, and staffing practices to get ahead of the call-spike curve — ideally without breaking the bank. Even better, these types of predictive technologies are far more affordable than ever before.

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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. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

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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. For these reasons, DMG projects that the growth rate of IA, based on seats, will be 11% in 2020 and 2021 and 10% in each of the following 3 years, 2022 – 2024.

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DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

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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. The 2020 – 2021 Digital Customer Service Product and Market Report provides an in-depth analysis of the digital servicing market.

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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

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.

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Noble Systems

FEBRUARY 10, 2021

Thanks to COVID, companies learned quickly that a flexible, omnichannel cloud-based technology that supports on-site, remote and hybrid working models is fundamental to being able to deliver the best possible experience to customers from anywhere at any time. Anywhere customer service and engagement. Self-serve is the new “preferred” service.

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Liveops

MARCH 11, 2021

A 2021 Enterprise Blueprint for Remote Work: 5 Proven Methods to Optimize Agent Productivity and Reduce Attrition. Equip your team with the right technology. “We Technology in the remote environment is crucial, yet there is no secret formula for what works for each business. Watch the full webinar here. .

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TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Gamification. They now demand more satisfying and empowering work experiences.

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NobelBiz

MAY 9, 2023

However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies. from 2021 to 2028 to reach USD 12.2 Technology and Strategy Issues Poor Number Management: using outbound numbers that are labeled or blocked. billion by 2028.

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Calltools

DECEMBER 23, 2020

With technology evolving, equipping your call center with the right tools remains critical. This technology provides a more natural interaction to reduce costs on the customer’s side. Gamification. Gamification is the implementation of game mechanics as a way to increase employees’ motivation.

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NobelBiz

FEBRUARY 9, 2023

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Going into 2021, we can foresee a few things that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment.

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Playvox

APRIL 11, 2023

A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do. By investing in effective coaching strategies and technology, contact centers can be cost-efficient and maximize employee engagement levels at the same time.

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Noble Systems

APRIL 14, 2021

Cloud technology is typically used to provide the flexibility and accessibility that is needed for virtual call center software. Gamification tools help agents easily see their goals and their progress towards achieving them, while transforming daily routines into rewarding competitions that get your employees engaged and motivated.

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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%

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Contact Center Self service Chatbots Gamification 68

DMG Consulting

JANUARY 10, 2022

The technology and applications to transform the management of contact centers is available; what’s required is for leaders to recognize the need to adapt and the willingness to work with their employees to implement the changes. Source: DMG Consulting, December 2021. Technology Takes a Leading Role.

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Calltools

OCTOBER 19, 2022

87% of contact center agents worked from home in 2021 — up from 19% in 2019. Implement Gamification Dashboards. Gamification is a fun and interactive way to set milestones for agents during the holiday period. Gamification dashboards can motivate employees to reach daily, weekly, or monthly goals.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Liveops

MARCH 15, 2021

A 2021 Enterprise Blueprint for Remote Work: 5 Proven Methods to Optimize Agent Productivity and Reduce Attrition. Equip your team with the right technology. “We Technology in the remote environment is crucial, yet there is no secret formula for what works for each business. Watch the full webinar here. .

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Gamification Enterprise Contact Center Contact center software 62

DMG Consulting

MARCH 31, 2017

The 406-page Report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. WFM vendors are finally listening to their customers.

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DMG Consulting

SEPTEMBER 26, 2018

DMG’s 13th annual edition of this Report provides comprehensive coverage and authoritative analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

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DMG Consulting

OCTOBER 17, 2019

DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. 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. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

MARCH 31, 2019

The Report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs. Many of these new algorithms leverage AI technologies and are optimized for each discrete channel. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

MARCH 16, 2018

The 416-page Report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs. The market is experiencing a major technology refresh due to the transition to the cloud and digital transformation.

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DMG Consulting

OCTOBER 18, 2017

DMG’s 12 th annual edition of this Report provides a comprehensive review and unparalleled analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. We are a strategic advisor to end users and vendors, large and small, and the financial community.

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Consulting Consulting Analytics Marketing 48

DMG Consulting

NOVEMBER 29, 2017

There are over 150 CBCCI competitors world-wide, and hundreds of system integrators, technology partners, value added resellers, distributors and others supporting them. in 2018, 23% in both 2019 and 2020, and 21% in 2021. These solutions are generally much more technologically current than their premise-based counterparts.

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DMG Consulting

MARCH 31, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. The leading CBCCI vendors recognize that AI is the future of contact center technology. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

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Consulting Consulting Contact Center 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. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. For more information, visit www.dmgconsult.com. # # #.

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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. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. For more information, visit www.dmgconsult.com. # # #.

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Liveops

JANUARY 6, 2022

Much has been said of the Great Resignation of 2021. At the start of the pandemic, Ellen notes three areas impacting businesses when converting to virtual operations: technology, distance learning, and community. Consider gamification, role-playing, and learning modules that cover company/job knowledge as well as brand culture. .

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DMG Consulting

DECEMBER 11, 2019

DMG’s twelfth annual report provides a thorough and authoritative analysis of the products, innovation and competitive landscape, and the business, market and technology trends and drivers that are shaping the cloud-based contact center infrastucture (CBCCI) market. . The number of CBCCI seats in the market grew by 20.1%

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DMG Consulting

SEPTEMBER 30, 2021

August 5, 2021 Donna Fluss. While there is still an active opportunity in the WFO suite market for independent providers of these capabilities, and there will be for years to come, it is narrowing as more companies migrate to CCaaS solutions and depend on them to address all of their contact center technology needs.

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Contact Center Marketing contact center workforce Gamification 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. The point is to help users get the most value out of their purchase, so it’s a valuable part of a customer engagement strategy.

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Vistio

JUNE 29, 2021

Throughout his career, Peter has advised CX outsourcers, contact center clients, national governments, and industry associations on strategic matters like vertical market penetration, service delivery, best practices in technology deployment, and offshore positioning. Thanks for joining me. You most certainly do.

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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.

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