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DMG Consulting Releases 2019 ContactCenterWorkforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. Contactcenter WFO revenue grew at an even faster rate, 12.1%
DMG Consulting Releases 2018 ContactCenterWorkforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. New-gen solutions are the future of this mature sector. million in 2016 to$1,655.3
For many organizations, in-house customercare feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. We explore the five biggest challenges of in-house contactcenters below.
As a long-time industry analyst focused on the contactcenterworkforce optimization market, I have long questioned why small to medium-size (SMB) businesses do not get more love from the major WFO vendors. There are approximately 70,000 contactcenters in the United States, and 88 percent of these have 150 or fewer agents.
For many organizations, in-house customercare feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. Customercare is often a 24/7/365 job, and the slightest disruption has the potential to impact your reputation and brand loyalty.
Let’s look at what sports can teach us about consistency in achieving contactcenter service levels—and how to adapt to even the most unexpected outcomes. That’s what we’re talking about here – the role of repetitions and preparing for the possibilities in contactcenter management. Practice Makes (Almost) Perfect.
For many organizations, in-house customercare feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. We explore the five biggest challenges of in-house contactcenters below.
Higher call volumes leading to longer wait times for your customers and higher stress for your agents? Maybe it’s time to consider the benefits of outsourcing some or all of that customercare volume. At its most basic level, growing your in-house contactcenter means you’ll need more space. Infrastructure.
Poly , formerly Plantronics and Polycom have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its industry-leading portfolio of devices for the modern-day contactcenter. The MDA 500QD Series is designed for organizations moving their contactcenter to the cloud.
We also published loads of content to share our insights and experiences in the world of customercare. The True Cost of Losing a Customer. Did you know it can cost five times as much to acquire new customers versus retaining existing ones? Are You Using 1999 Metrics to Measure 2019 CustomerCare?
The current labor shortage is a big problem, especially for contactcenters. Without enough agents in a contactcenter, customers cannot get the help they need. In other words, customers shouldn’t feel like they are talking to a robot. Not to mention, revenue and brand loyalty drop fast. .
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.
Yet when the stakes are even higher, i.e. a business searching for a contactcenter to represent their brand and increase their revenue, some still choose to jettison quality in favor of a lower cost. Here are some of the benefits of nearshore contactcenters that show they might be right for you.
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