DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Foundational component of next-gen, digitally transformed service organizations. Botanic Technologies and Capito.ai are covered at a high level.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

CSR Inc.

JULY 17, 2016

Earlier this month, I discussed the growing trend towards home-based call center agents. But the role of tech in the call center industry stretches well beyond enabling virtual agents. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity.

Call Center 48

Call Center Technology Gamification Coaching 48

Fonolo

APRIL 27, 2020

Many teams thrive off healthy competition, there are plenty of ways to bring some gamification back into the virtual workplace. Create a virtual lunchroom to eat with your colleagues. Team building exercises and social opportunities are an integral part of forming a great company culture.

Call Center 112

Call Center Morale Contact Center Gamification 112

Eckoh

JANUARY 31, 2020

The same tools will also allow the managers to monitor and tune their ‘digital agents’ whether they be chatbots, voice bots, virtual agents or concierge solutions, using agent free time to QA automated interactions and feeding the data back into AI training models.

Contact Center 52

Contact Center Management Gamification Virtual Agent 52

DMG Consulting

DECEMBER 7, 2020

Quality management (QM) and analytics-enabled quality management (AQM) can identify training and coaching opportunities, and mobile-enabled workforce management (WFM) solutions help keep track of employees and allow agents to adjust their working hours, regardless of where they are located.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

FEBRUARY 20, 2025

Email Address * Submit Self-service solutions (interactive voice response (IVR), intelligent virtual agent (IVA), conversational AI (CAI), web, and mobile) were the third-highest technology investment priority for companies in the survey (36.0%). Signup for DMG’s free monthly newsletter. of survey responses, respectively.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Outsource Consultants

JANUARY 27, 2025

To improve QA scores: How to Improve QA Scores: Implement regular coaching sessions with constructive feedback. Adherence to Schedule Schedule adherence measures whether or not call center agents adhere to their assigned schedules and meet the required work hours. Implement gamification strategies to encourage punctuality.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67