DMG Consulting

AUGUST 3, 2020

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. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Analytics Marketing 62

DMG Consulting

APRIL 15, 2020

Due to the high demand for more intelligent (and, in the future, AI-enabled) contact center WFM solutions, and because of the currently limited interest in back-office and branch solutions, DMG estimates that revenue from the WFM market will increase by 10% in 2020, 11% in 2021 and 2022, and 12% in 2023 and 2024.

Consulting 62

Consulting Consulting Marketing Management 62

Fonolo

JANUARY 29, 2019

Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.” still prefer phone or voice as their primary customer service channel. billion in 2017 to USD 93 billion by 2022! Gamification is the future of employee engagement and attrition for the call center. That’s a whopping 25.2%

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Call Center Airlines Contact Center Self service 85

DMG Consulting

OCTOBER 17, 2019

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. 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

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. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Gamification 48

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.

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Consulting Consulting Analytics Marketing 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.

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Consulting Consulting Marketing Management 48

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). For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Contact Center Marketing 48

DMG Consulting

AUGUST 3, 2018

DMG predicts that the RPA market will continue to experience a significant rate of growth (100% or higher) during each of the years from 2018 through 2022. DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Gamification 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.

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Consulting Consulting Marketing Management 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%

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Consulting Consulting Contact Center Marketing 48

NobelBiz

AUGUST 28, 2023

Multichannel Maze According to CustomerThink , a noteworthy 40% of organizations are cranking up the dial on self-service IVR software, making it crystal clear that omnichannel self-service is taking pole position in the call center’s roadmap to the future. Check out our free, on-demand Contact Center Gamification Workshop.

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Contact Center Multichannel Analytics Feedback 98

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. You are aware that technology will be critical in 2022 and beyond for the industry. But how much does your technology add to your company’s revenue?

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contact center solutions Contact Center voip call center software 52

Playvox

JUNE 22, 2023

Incorporate gamification and other engagement tactics to boost retention of content. Calls Handled This measures the number of calls handled overall or by a specific agent or IVR system over a given period of time. Making meaningful business decisions from the plethora of data available to companies can be daunting.

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Call Center Metrics Schedule adherence Average Handle Time 52

3CLogic

JANUARY 5, 2022

Let’s review what happened over the last year to see what lies ahead for 2022. While tactics like gamification or offering incentives can help encourage retention to a certain extent, there are more effective methods to keeping your talented agents on board: Providing effective and thorough training. IVRs Will Get A Much-Needed Update.

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Contact Center Interactive Voice Response Technology Agent Empowerment 52