DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

Calabrio

FEBRUARY 7, 2025

Beyond the Open Platform, their portfolio also includes solutions for customer analytics, workforce optimization, and compliance. However, if youre here, youre probably wondering whether Verint workforce management solutions are up to the task of meeting todays contact center needs and challenges. Why Look for Verint Alternatives?

Management 52

Management contact center workforce Contact Center Schedule adherence 52

MiaRec

JANUARY 15, 2024

Call Centre Helper | MiaRec Tatiana Polyakova, our COO at MiaRec, joins Call Centre Helper to share with you a glimpse of what's on the horizon for MiaRec in 2024. In 2024, we're set to introduce a range of exciting updates that will revolutionize the way contact centers operate. Curious to learn more?

Coaching 52

Coaching Scripts Feedback Contact Center 52

Connect

APRIL 18, 2024

Additional applications relate to better management and operational efficiency, supporting supervisors with AI-powered quality management or scoring and providing insights and recommendations for strategic planning. However, Gen AI is not a plug-and-play solution.

Virtual Agent 87

Virtual Agent Chatbots Average Handle Time Engineering 87

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? However, research conducted by Freshworks in 2024 indicates that an FCR of about 70% represents a metric in the top 20%. Utilize analytics tools for real-time dashboards and call recording for detailed interaction analysis. How to Improve (+Examples) Share What is first call resolution?

First call resolution 40

First call resolution Contact Center Analytics Morale 40

DMG Consulting

JULY 15, 2024

A Practical Approach to GenAI in the Contact Center View this article on the publisher’s website July 2, 2024 Artificial intelligence (AI), particularly generative AI (genAI), is changing the contact center and customer service landscape for the better.

Contact Center 48

Contact Center Average Handle Time Self service Construction 48

DMG Consulting

FEBRUARY 20, 2025

In December 2024, DMG issued a worldwide survey through our network of media partners designed for enterprise, customer experience (CX), contact center, and IT executives. Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0% of survey participants. of survey respondents.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Playvox

FEBRUARY 1, 2024

Creating context around the words, and following a more analytical approach to decoding customer sentiment, provides a finely tuned understanding of customer satisfaction, consumer preferences, and overall public opinion. Earlier Zendesk research shows 61% of customers would switch to a competitor after one bad experience.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

DMG Consulting

NOVEMBER 25, 2024

These solutions include RTG/NBA, automated post-interaction summarization, and automated quality management (AQM). To learn more about the 2024 – 2025 Contact Center as a Service Product and Market Report , visit the site , or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

Consulting 59

Consulting Consulting Contact Center Marketing 59

Calabrio

MARCH 7, 2025

Neural Networks Leading organizations have adopted neural networks for artificial intelligence in areas such as search algorithms and speech analytics. An example of MTA in practice will be comparing the number of contacts acquired in 2025 with 2024 and getting an 8% increase.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52