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 : . These are conservative projections.

Consulting 59

Consulting Consulting Analytics Marketing 59

Monet Software

MARCH 4, 2021

Many call centers looked to workforce management software to deal with scheduling issues and take a time-consuming manual task of leaders’ plates. Others had to invest in new quality management options for call monitoring, recording and evaluation of the contact center’s remote agents. 5 Confidence skyrocketed.

call center workforce 71

call center workforce Employee engagement Contact Center Call Center 71

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

Talkdesk

FEBRUARY 16, 2021

More than half of organizations (54.2%) that responded to the Metrigy survey state they have a comprehensive security strategy for the contact center in place today, and another fifth (21.4%) are developing one in 2021. You have a limited workforce optimization strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Eptica

FEBRUARY 5, 2021

Date: Friday, February 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for the hybrid contact centre. Published on: February 05, 2021. You might also be interested in these posts: 5 ways to get your contact centre fit for 2021. Share this page on: Tweet.

Cloud contact 72

Cloud contact Quality management Marketing Technology 72

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. When: Today, 13 October 2021.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Enghouse Interactive

DECEMBER 3, 2020

The positive news is that 2021 is unlikely to be a year of such radical disruption. With most people working from home, maintaining data security and compliance becomes much more difficult and we’ll see a bigger focus on getting this right in 2021. In 2021 we’re very likely to see further growth in video within contact centres.

Enterprise 42

Enterprise Customer centricity Analytics Engineering 42

Enghouse Interactive

JANUARY 15, 2021

Looking forward into 2021, now is the time to get contact centre systems ready for the year ahead. While it is difficult to predict the near-future, focusing on five key areas for improvement will help get your contact centre fit for 2021, and beyond, however the world evolves. Deliver a personalised experience.

Self service 40

Self service CRM Quality management Feedback 40

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC, asks.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

Spearline

FEBRUARY 17, 2022

The same article also referenced a survey from January 2021 by IDC. Increasingly, more organizations are taking a proactive approach to audio quality management. The importance of measuring latency Does your organization know how to measure latency on a call? In November, we wrote about why latency matters.

Telecommunications 96

Telecommunications voip Call flow Surveys 96

DMG Consulting

JUNE 8, 2021

DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market. However, as contact centers receive feedback about departments, policies and systems from all over an enterprise, IA can provide useful insights about many aspects of a company.

Analytics 107

Analytics Contact Center Enterprise Marketing 107

Enghouse Interactive

JUNE 9, 2021

1) 2021 Accenture Interactive, [link]. It provides the data that enables your organization to better engage with customers and prospects. Find out more by downloading our sponsored ContactBabel report on Customer Engagement and Personalization. Get it here now. (1)

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

SEPTEMBER 20, 2021

In addition, numerous recently launched (or enhanced) Enghouse applications can be combined to create a comprehensive, high-performance, single-source solution including AI Insights, SmartQuality, Call Recording and Quality Management Suite (QMS), Analytics. Find out more.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

DMG Consulting

SEPTEMBER 24, 2021

July 7, 2021 Donna Fluss. Interaction analytics should be used to perform a modified form of quality management called analytics (or automated) quality management (AQM). The Transformational Value of Interaction Analytics. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

AWS Machine Learning

AUGUST 17, 2022

Around 18% of all customers chose to view technical documentation in their local language in 2021, which is a 27% increase since 2020. In 2020 alone, over 1,435 features and 31 new services were added in technical documentation, which generated an increase of translation volume of 353% in 2021. About the authors.

Engineering 89

Engineering Government Analytics Best practices 89

SharpenCX

SEPTEMBER 29, 2021

Have questions about career goals, about personal development, and some to get feedback so you end the coaching with a focus on what they need most to succeed. >> Learn More: Simplify agent development with Sharpen’s quality management tools. Templates for Employee Self-Care Training.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Enghouse Interactive

MAY 7, 2021

Accenture/Technology Vision 2021. Accenture: Technology Trends 2021. When properly developed – from the outside in – and executed well, customer experience investments will yield the results organizations are looking for: more customers, more sales and revenue, and a higher rate of customer loyalty.

Customer centricity 90

Customer centricity Technology Contact Center Best practices 90

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

Playvox

SEPTEMBER 7, 2021

From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. At Playvox, we prioritize what matters most to our customers — just like you do in your contact center!

Contact Center 10

Contact Center Quality management Marketing Management 10

COPC

SEPTEMBER 30, 2022

First awarded this prestigious recognition in March 2021, COPC Inc. RevealCX enables quality management best practices in all areas such as calibration, closed-loop feedback, action planning and robust analytics to drive performance improvement efforts. “The About COPC Inc.

Calibration 62

Calibration Best practices Benchmark Quality management 62

DMG Consulting

MARCH 30, 2021

March 30, 2021 By Donna Fluss. Lastly, the pandemic proved that contact center agents and other employees, such as supervisors, managers, quality management specialists, and workforce management administrators, can be as productive working from home as they were in the office.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

Comm100

JANUARY 18, 2022

On average, chats per agent increased by 33% in 2021. The increase in chats per agent in 2021 therefore is a correction as teams began to return to normal. Customer satisfaction (CSAT) scores saw a minor decrease among all team sizes in 2021, at 84% compared to 85.6% Teams of 26+ agents experienced the highest increase at 101%.

Benchmark 52

Benchmark Metrics Wait times Quality management 52

Calabrio

MARCH 2, 2020

These results are a big reason why CCaaS is projected to grow at a CAGR of nearly 15 percent between 2019 and 2021—and why CCaaS is a critical part of Calabrio’s go-to-market plan. Another example is how Twilio Flex and Calabrio ONE work together to improve quality management.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

Enghouse Interactive

SEPTEMBER 3, 2021

See how our new UC solution can be quickly and easily integrated with your contact center to deliver the communications and collaboration capabilities you need to enhance your Customer Experience (CX). *Metrigy Research, Q3, 2021: UC, Contact Center Integration Drives Business Value. **Metrigy Research, Q1, 2021: How Companies are using AI, Teams (..)

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

CSM Magazine

APRIL 22, 2021

In this article, Magnus Geverts at Calabrio shows how to WOW customers in five easy steps and then invites you to test your knowledge in the Big CX Quiz on 5 May 2021. . Save the date for Calabrio’s Big CX Quiz at 10am on Wednesday 5 May 2021. Magnus Geverts is VP, Product Marketing and Management at Calabrio. What’s next?”.

Analytics 52

Analytics Best practices Chatbots Self service 52

Playvox

AUGUST 30, 2022

The Pew Research Center shares that 48% of employees who quit in 2021 left because of child care issues, 45% because of the lack of flexibility, and 35% because they wanted to relocate. Support center managers told us they used collaboration and video conferencing software like Slack and Zoom last year to improve communication.

Contact Center 84

Contact Center Transportation Management Feedback 84

DMG Consulting

JANUARY 10, 2022

Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021. Analytics-enabled quality management (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

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. AI will become more prevalent in 2021. AI can quickly determine where the service gaps are and propose approaches that have the highest probability of resolving these issues in real-time. planned, 46.5%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

Enghouse Interactive

JANUARY 13, 2021

of all other companies have a CX project that has been completed, is underway, or is planned for implementation in 2021. Today, customer satisfaction is the top business priority, but successful companies cite it as their 1 priority. of the success group are already delivering results from their CX projects, whereas only 64.9%

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

AWS Machine Learning

JUNE 27, 2022

Launched at AWS re:Invent 2021, Amazon SageMaker Ground Truth Plus helps you create high-quality training datasets by removing the undifferentiated heavy lifting associated with building data labeling applications and managing the labeling workforce.

Feedback 79

Feedback Engineering Quality management Management 79

DMG Consulting

SEPTEMBER 20, 2021

May 25, 2021 Donna Fluss. The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists. workforce management administrators, business analysts, and reporting specialists—can generally work as productively from their homes. What’s Next for Contact Centers.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

CSM Magazine

DECEMBER 1, 2021

The modern contact centre, driven by quality management, multichannel analytics and process excellence, offers everything Generation Z needs to satisfy their individuality, quench their thirst for knowledge and actively manage their careers. . Follow this simple checklist to attract and develop the best Generation Z talent.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

Playvox

MAY 24, 2022

On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq). This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance data.

Big data 72

Big data Construction Banking Coaching 72

Playvox

SEPTEMBER 7, 2021

From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. Taking time to boost agent morale , maintain customer satisfaction, and prioritize quality assurance is a delicate balance.

Contact Center 52

Contact Center Morale Quality management Employee engagement 52

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

CSM Magazine

FEBRUARY 23, 2021

When Calabrio surveyed its customers recently 72% of organisations stated they are either moving to the cloud, are already there or plan to increase their investment in cloud technology in 2021. About Calabrio. Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions.

Technology 52

Technology Cloud contact Telecommunications Analytics 52