DMG Consulting

DECEMBER 3, 2024

CX 2025: Navigating the Mega Trends December 2024 2024 was another tumultuous year for the customer experience (CX) market with the entrance of many new artificial intelligence (AI)-enabled products. We at DMG Consulting appreciate and thank you for being part of our community.

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Enterprise Consulting Consulting Self service 59

DMG Consulting

JANUARY 28, 2024

Self-Service is expected to become one of the most important investment areas for businesses in 2024. The post Self-Service is trending appeared first on DMG Consulting.

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DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. The 2024 Workforce Management for the Enterprise in the Digital Era report features 4 WFM vendors: Alvaria, Calabrio, NICE, and Verint.

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Consulting Consulting Enterprise Agent Empowerment 59

DMG Consulting

NOVEMBER 7, 2023

Artificial intelligence, including generative AI, is speeding up innovation and adoption in the CCaaS market and is delivering quantifiable benefits that increase productivity, improve self-service capabilities, and enhance the customer and employee experience (CX/EX).

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DMG Consulting

SEPTEMBER 6, 2024

Conversational AI solutions are more than just enhanced self-service; they include capabilities that elevate the customer and employee experience (CX/EX), increase productivity, and deliver the intelligence to support a continuous improvement process.

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Consulting Consulting Enterprise Self service 48

Outsource Consultants

JANUARY 3, 2024

At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. Building on these reflections, we’re also ready to detail our 2024 predictions. While South Africa remains a key player, Kenya is poised to take the lead in 2024.

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DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Essential and impactful tools in the AI-based service revolution. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . MEDIA ALERT.

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DMG Consulting

APRIL 19, 2023

AI technologies are enabling smart applications that invite agents to request their own schedules, shift swaps, work hours, or time-off,” said Donna Fluss, President of DMG Consulting. It also presents customer satisfaction survey results that rate the vendors and their products. Assembled, a new participant, is covered at a higher level.

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Consulting Consulting Enterprise Marketing 48

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

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DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where: Available at the DMG Consulting online store. When: Today, 11 March 2021. When: Today, 11 March 2021.

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Consulting Consulting Marketing Management 59

ChurnZero

JANUARY 10, 2025

But now that 2025 is actually here, although 2024 certainly had its fair share of futuristic innovations (a desk bike to charge your phone, anyone?!), and you may catch a self-driving car or two roaming your city, its not exactly the Jetsons reality of my minds eye ( yet ). Which of these strategies will you implement this year?

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B2B Journey mapping Metrics Enterprise 52

DMG Consulting

AUGUST 16, 2022

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. These solutions make this information available to their human managers, who decide whether to add the recommendations to the self-service application.

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DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

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DMG Consulting

MARCH 5, 2025

This year, we also asked participants about their expectations regarding the potential and benefits of artificial intelligence (AI), as this is currently the hottest topic in the service industry. The study shows a clear pattern of AI-enabled transformation that was set in motion in 2024 and is going strong in 2025. during that period.

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Contact Center Self service Surveys Consulting 62

DMG Consulting

JANUARY 3, 2024

Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. The post Welcome to the 2024 Contact Center appeared first on DMG Consulting. Happy New Year!

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COPC

JUNE 24, 2024

The Grim Outlook: Decline in Customer Service Quality According to Forrester’s 2024 US Customer Experience Index , the overall quality of customer experience in the US has declined for the third consecutive year. Related CX Technology Consulting Journey-Based CX Technology Design & Implementation Insights from COPC Inc.

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DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. What goals can AI help them achieve: Enhancing self-service?

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Contact Center Virtual Agent Self service Benchmark 48

DMG Consulting

SEPTEMBER 6, 2024

Conversational AI Competitive Landscape September 2024 The conversational artificial intelligence (CAI) market is already crowded, with over 100 established platform and/or customer self-service competitors and more entering the sector. Vendors include [24]7.ai, Vendors include IntelePeer. Includes Five9, Genesys, and Verint.

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TechSee

JULY 10, 2024

Moving from Incremental Gains to Substantial Transformation In H1 2024, most AI implementations in CX primarily focused on incremental efficiency gains. Agent copilots helped reduce the need for manual service summaries and improved average handling times (AHT) and even first-call resolution rates.

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Automotive Average Handle Time Enterprise First call resolution 124

DMG Consulting

APRIL 8, 2024

Real-Time Adaptive Intraday Management Saves the Day April 2024 Workforce management (WFM) solutions are changing for the better. The post Real-Time Adaptive Intraday Management Saves the Day appeared first on DMG Consulting. See Figure X.

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Management Gamification Contact Center Consulting 62

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. The post Contact Center Key Technology Trends for 2025: AI Leads the Charge appeared first on DMG Consulting.

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Contact Center Technology Interactive Voice Response Surveys 62

DMG Consulting

DECEMBER 4, 2023

2024 is going to be the year of AI and automation for the CX world. When it comes to contact centers (sales, marketing, service, collections, HR, technical support, etc.), These technologies will also be magnificent for transforming self-service into systems that customers really like.

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DMG Consulting

JUNE 3, 2024

2024 will be the year of AI and automation for the CX world. Obvious ways in which AI and automation should be applied in contact centers include transforming self-service applications into systems that customers want to use and for completing tasks that do not require the advanced reasoning skills of live agents.

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Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. You will need to reach out for a consultation first. Medallia charges for both “units” and “users”: Units are defined as named individuals in surveys but they do not have log-in privileges such as customer service agents or business consultants.

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Feedback Consulting Consulting Enterprise 78

DMG Consulting

APRIL 8, 2024

WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. But this is just the start of many innovations being introduced into the WFM market.

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Self service Agent Empowerment Contact Center Gamification 48

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.

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Contact Center Average Handle Time Self service Construction 48

DMG Consulting

AUGUST 13, 2024

Bringing Shrinkage Under Control August 2024 Shrinkage measures the percentage of time agents who are scheduled to handle a forecasted activity are unavailable to perform this task. It’s important to measure and track shrinkage because it negatively impact’s a contact center’s ability to meet its service level commitments.

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DMG Consulting

MARCH 8, 2024

AI and the Contact Center Staffing Challenge March 2024 It’s challenging and costly to hire, train, and onboard new contact center agents, and it’s often more difficult to retain them. The post AI and the Contact Center Staffing Challenge appeared first on DMG Consulting.

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Contact Center Real estate Self service Consulting 48

DMG Consulting

OCTOBER 7, 2024

GenAI: Reaping the Benefits and Navigating the Challenges View this article on the publisher’s website We’re now well past the midway point for 2024, and it’s clear that artificial intelligence (AI), particularly generative AI (genAI), is solidifying its role as an essential contact center technology.

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Contact Center contact center solutions Self service Technology 48

DMG Consulting

MAY 15, 2024

Fixing WFM May 2024 The world and workforce have changed, and it’s time for companies to update their workforce management (WFM) solutions and best practices to better meet the expectations of today’s employees, especially Millennials and the rapidly up-and-coming Gen Z. The post Fixing WFM appeared first on DMG Consulting.

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CSM Magazine

SEPTEMBER 12, 2024

Jim Fleming, WFM Solutions Consultant at Sabio Group, looks at the benefits. Employees should have access to self-service options like viewing schedules, requesting time off, or swapping shifts easily. About the Author Jim Fleming is the WFM Solutions Consultant at Sabio Group. Just get in touch today.

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Management Consulting Consulting Government 52

Spearline

AUGUST 29, 2019

According to researcher Global Market Insights, the global market for AR products will surge by 80% to $165 billion by 2024. Voice-bots are evolving as the next generation IVR for customer contact routing and self-service processes. In these sensitive situations, services must be robust and reliable and of very high quality.

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Telecommunications B2C voip Benchmark 56

JivoChat

AUGUST 10, 2021

Consider the following factors, all based on 2021 numbers from consulting firms Forrester and Bloomreach : Digital commerce is the fastest-growing sales channel. It’s predicted that m-commerce sales will account for over 60% of total ecommerce sales by 2024: Image. Self-service options. Why is digital commerce important?

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B2C Customer retention Chatbots Self service 52

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. check expiry dates, renew policies and products, and consult invoices. billion by 2024 , now’s the time to take the lead. Policyholders are in control.

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Hodusoft

SEPTEMBER 4, 2024

The next best and quickest option is to try the live chat or self-service options on the e-commerce website. percent between 2024 and 2030, all players in the industry will face cutthroat competition for market share. In such a situation, superior customer service can provide a competitive edge.

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call center solutions Call Center Sales call center software 52

DMG Consulting

NOVEMBER 25, 2024

It is positioning contact center and customer service organizations for an ongoing stream of new capabilities to be delivered during the next few years. GenAI-enabled self-service solutions can and should boost automation rates, but this doesn’t mean they will eliminate the need for live agents.

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Consulting Consulting Contact Center Marketing 59

AWS Machine Learning

MARCH 31, 2025

billion in 2024 to $47.1 Our use case demo implements a specialized team of three agents, each with distinct responsibilities that mirror roles you might find in a professional security consulting firm: Infrastructure mapper Acts as our system architect, methodically documenting AWS resources and their configurations.

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Enterprise Engineering Metrics APIs 113