DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. However, we often discover the product hasn’t really changed much – if at all.

Analytics 48

Analytics Coaching Employee engagement Quality management 48

CSM Magazine

OCTOBER 22, 2024

A Snapshot of Contact Centre Evolution As we come towards the last few months of 2024 and prepare to dive head-first into the New Year, it’s clear that contact centres are riding a wave of transformation. But what’s actually cooking in the world of advisor engagement? Only a mere 15.3% And there’s more!

Employee engagement 52

Employee engagement Chatbots Technology Surveys 52

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.

Contact Center 48

Contact Center Technology Self service Surveys 48

customer sure

DECEMBER 6, 2023

Don’t get us wrong, the notion of “customer experience” has always been an important factor for as long as goods and services have been traded in exchange for money, but as we head into 2024, we’re seeing more and more organisations investing in sophisticated, focused customer experience programmes - and rightly so, we reckon.

Customer Experience 62

Customer Experience Brand ambassadors Healthcare Journey mapping 62

Brad Cleveland Blog

SEPTEMBER 5, 2024

Gallup’s latest State of the Global Workplace report (2024) finds that 77% of employees worldwide are not engaged at work. Part of the answer can be in how … Continue reading → The post Gallup’s Employee Engagement Bombshell: Why I’m Not Buying It appeared first on Brad Cleveland.

Employee engagement 26

Employee engagement 26

Calabrio

FEBRUARY 25, 2025

In a 2024 G2 report based on input from real users, NICE WFMs Ease of Setup score was the lowest among leading contact center workforce software providers. In the 2024 G2 Grid Report for Contact Center Workforce products , NICE WFM users ranked the platforms quality of support, along with Verint WFM , among the lowest of any market leaders.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Calabrio

FEBRUARY 7, 2025

In the 2024 G2 Grid Report for Contact Center Workforce products , Verint users ranked the platforms quality of support among the lowest of any market leaders. NICE IEX provides tools for forecasting, scheduling, performance management, and employee engagement, all within a single integrated platform.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

CSM Magazine

OCTOBER 3, 2024

By embedding customer service excellence into the company’s values and mission, businesses can ensure that every employee understands the importance of putting customers first. This cultural shift not only benefits customers but also creates a more fulfilling work environment for employees.

Customer Service 52

Customer Service Customer centricity Morale Employee engagement 52

24-7 InTouch

MAY 30, 2024

Winnipeg, MB – May 30, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has been recognized as a Leader by Frost & Sullivan in the 2024 Frost Radar for Customer Experience Management in North America.

Customer Experience 59

Customer Experience Coaching Best practices Government 59

DMG Consulting

MARCH 5, 2025

The study shows a clear pattern of AI-enabled transformation that was set in motion in 2024 and is going strong in 2025. of respondents and recapturing sole possession of first place after tying with enhancing self-service solutions in 2024. during that period. of survey participants. of survey respondents and tied for sixth place.

Contact Center 62

Contact Center Self service Surveys Consulting 62

Aspect

DECEMBER 15, 2017

Healthcare organizations are seeing a direct correlation between their own employee engagement/satisfaction and improvements on patient engagement scores. . As an example, HOIG Orthopedic Institute pays very close attention to physician engagement – recognizing “physicians of the season” on their external website.

Journey mapping 75

Journey mapping Healthcare Banking Employee engagement 75

Outsource Consultants

MARCH 27, 2024

Women have always been a driving force behind call center excellence, ( 71% of global employees are women ) — but this representation has not scaled as quickly at the ownership level. Studies even show that companies with strong female leadership have higher employee engagement and retention.

Call Center 67

Call Center Government outsourcing call center workforce 67

Call Design

MAY 15, 2024

SYDNEY, Australia, 16 May, 2024: Call Design, a leading provider of workforce optimisation solutions, has announced a new strategic partnership with ProHance, an enterprise-grade operations enablement and analytics platform that provides insights for smarter decisions in complex, distributed and hybrid workforces.

Enterprise 60

Enterprise Analytics Employee engagement Consulting 60

Call Design

MAY 15, 2024

SYDNEY, Australia, 16 May, 2024: Call Design, a leading provider of workforce optimisation solutions, has announced a new strategic partnership with ProHance, an enterprise-grade operations enablement and analytics platform that provides insights for smarter decisions in complex, distributed and hybrid workforces.

Enterprise 60

Enterprise Analytics Employee engagement Consulting 60

CSM Magazine

JUNE 17, 2024

Interesting stats revealed by the UK Customer Satisfaction Index show that as of January 2024, overall customer satisfaction across the thirteen industries they track was down by 1.7 points to 76.0 – lower than it had been during the recent global health challenges.

Customer Service 52

Customer Service Employee engagement Customer retention Management 52

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. Lastly, RTG and NBA applications are two of the newer agent augmentation tools helping to improve CX, employee engagement, and productivity.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 These solutions were identified by 37.5

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

VirtualPBX

MARCH 31, 2025

link] Yet even with this proven symbiosis, studies report that the trust gap is growing and employee loyalty is on a two-decade decline. A 2024 study by PwC shows that 61% of employees agree that a perceived lack of trust by their employer impacts their ability to do their jobs well.

Morale 59

Morale Employee engagement Personalization Analytics 59

CSM Magazine

SEPTEMBER 12, 2024

A good WFM solution will automate compliance, ensuring that employees don’t exceed allowed work hours, meet required break times, and comply with wage regulations. Less time should be spent on manual tasks, and more on strategic workforce planning.

Management 52

Management Consulting Consulting Government 52

CSM Magazine

JULY 7, 2022

In addition to reducing interdepartmental barriers, curbing overspending on unnecessary technology solutions, and unlocking key insights into customer loyalty and employee engagement, it can drive results and accelerate business growth. About the Author. Kate focuses on coaching and educating across the design process.

Journey mapping 59

Journey mapping Employee engagement Feedback Metrics 59

DMG Consulting

JUNE 1, 2022

At the same time, employees are benefitting from VAs, which deliver real-time guidance to contact center agents and internal self-service functionality to employees across organizations. The most significant misconception about IVAs is that their primary purpose is to eliminate the need for live agents.

Self service 48

Self service Consulting Consulting Enterprise 48

Playvox

APRIL 4, 2023

Gallup reports that low-effort managers engaging in “quiet firing” is a big issue. Quiet firing happens when managers don’t take an active role in employee engagement, support, and development, effectively pushing employees out the door. How feedback is framed has a tremendous effect on employee engagement.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Horizon CX

APRIL 1, 2024

Employee engagement: Employees are empowered to deliver a positive customer experience. Click HERE to learn more about HorizonCX: Karl Sharicz – Founder, CEO – HorizonCX | April 2024 The post Organizational Growth Through CX Maturity appeared first on Horizon CX.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

3CLogic

APRIL 29, 2024

Enterprise leaders are well aware of this, ranking technology enablement for employees, employment of advanced analytics, and an improved experience as top priorities for 2024. Many contact center vendors want you to leverage their platform for employee engagements (such as voice, chat, email, SMS, etc.),

Interactive Voice Response 52

Interactive Voice Response Contact Center Self service Enterprise 52

Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. Qualtrics offers extensive integration features allowing data to be gathered from various systems and platforms such as CRM systems, web and feedback tools, employee engagement systems and more.

Feedback 78

Feedback Consulting Consulting Enterprise 78

JustCall

NOVEMBER 16, 2022

Not all employees are under one roof; thus, eLearning For Call Center Agents promotes educating employees who are working from home and inculcates learning by doing. Using focused, interactive, and game-based eLearning techniques, you can keep employees engaged regardless of role, managerial position, years of experience, or skill set.

Call Center 52

Call Center Consulting Consulting Education 52

aircall

AUGUST 4, 2021

Employees might not have the right tools they need to do their jobs effectively, they might be experiencing burnout, or there could be something going on in their personal lives that’s impacting their work lives. Focus on Employee Engagement. billion through 2024. The Importance of Team Building in a Hybrid Workforce.

Employee engagement 108

Employee engagement call center software Morale Consulting 108

Hodusoft

AUGUST 4, 2021

As per Gartner 30% of organizations will shift their on-premise contact center operations to remote by 2024. Most of the leaders surveyed reported better productivity, customer satisfaction, employee engagement, diversity and inclusion. . This would cause a 60% increase in customer service agents working from home. .

Technology 98

Technology Contact center software Interactive Voice Response Contact Center 98

Inbenta

DECEMBER 28, 2024

DALLAS, TX November 26, 2024 Inbenta, a global leader in AI-powered customer experience and employee engagement solutions, is proud to announce a strategic partnership with ebankIT, a leading omnichannel digital banking platform provider.

Banking 40

Banking Finance Employee engagement Chatbots 40

Bill Quiseng

JANUARY 10, 2024

QUI QUOTES Reminders about Customers and Customer Service 15 QUI QUOTE Reminders about Leadership and Employee Engagement. QUI QUOTES Reminders about Leadership and Employee Engagement. ASSETS Your most important assets are not your customers and your people.

Customer Service 97

Customer Service Advertising Employee engagement Customer Care 97