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. The post 2024: The Year for Contact Center AI appeared first on DMG Consulting.

Contact Center 48

Contact Center Virtual Agent Self service Benchmark 48

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

DMG Consulting

SEPTEMBER 12, 2023

The Report also reviews the analytics-enabled quality management (AQM) and integrated coaching capabilities that are included or offered by the 8 featured RTG solution providers: Balto, CallMiner, Cresta, NICE, OnviSource, Sestek, Verint and Xdroid.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

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

MiaRec

JANUARY 8, 2024

According to Gartner , the "global conversational AI and virtual assistant market represents the fastest-growing segment in the contact center forecast, helping to spur 24% growth in 2024."

Contact Center 98

Contact Center Marketing Quality management Management 98

Calabrio

FEBRUARY 7, 2025

Below, well take a look at these solutions and provide a comprehensive look at five top Verint alternatives and competitors in the workforce management space. The Verint platform offers a robust set of workforce engagement management features, with noted strengths in quality management and monitoring, analytics, and scheduling.

Management 52

Management contact center workforce Contact Center Schedule adherence 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 92

Virtual Agent Chatbots Average Handle Time Engineering 92

Playvox

SEPTEMBER 6, 2022

Here’s the breakdown: 60% of contact centers are using a hybrid model 40% of contact centers are fully remote 68% of agents work remotely 31 to 40 hours per week 64% of managers work remotely five or more days per week Only 2% of agents work on-site the entire work week.

Contact Center 86

Contact Center Surveys Customer Support Feedback 86

Calabrio

MARCH 5, 2025

However, research conducted by Freshworks in 2024 indicates that an FCR of about 70% represents a metric in the top 20%. Ditch the spreadsheets and leverage automated contact center quality management software to help enhance your FCR. Research from the SQM Group finds that the average FCR across all industries is about 68%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

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.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

DMG Consulting

APRIL 17, 2025

Satisfaction with the CX was lower in 2024 than in 2023, and it seems as if this trend has been playing out for years. A common example of this is when contact centers purchase an AQM solution to automate their quality management program but continue to perform QM manually. However, the reality is different.

Contact Center 48

Contact Center Best practices Virtual Agent Quality management 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.

Contact Center 48

Contact Center Average Handle Time Self service Construction 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. Like what you’re reading?

Contact Center 48

Contact Center contact center solutions Self service CRM 48

Playvox

APRIL 4, 2023

Gartner also predicted that by 2024, this emotional effort will be the top reason customer service reps leave the service center. One that’s connected to your quality management solution will allow you to address specific instances that have occurred so the agent can see exactly how to proceed the next time.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

FEBRUARY 1, 2024

There are three types of sentiment: Positive sentiment Neutral sentiment Negative sentiment According to the Zendesk CX 2024 CX Trends Report , 70% of consumers spend more with companies they feel provide positive experiences. 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

An example of MTA in practice will be comparing the number of contacts acquired in 2025 with 2024 and getting an 8% increase. Multiple Temporal Aggregation (MTA) This forecasting method combines high-frequency data hourly and daily inputs with trends that span an extended period.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52