DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Contact center WFO revenue grew at an even faster rate, 12.1%

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 14th Annual Workforce Optimization (WFO) Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, 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

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management 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. When: Today, 21 March 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JULY 20, 2022

DMG Consulting Releases 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . The WFO/WEM suite vendors generated contact center sales of $2,236.9

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Calabrio

FEBRUARY 7, 2025

Workforce Management Top 5 Verint Workforce Management Competitors and Alternatives Share In todays competitive landscape, delivering exceptional customer experiences is paramount to success. Beyond the Open Platform, their portfolio also includes solutions for customer analytics, workforce optimization, and compliance.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

Calabrio

FEBRUARY 7, 2025

Workforce Management The Top 5 Aspect Workforce Alternatives & Competitors Share Delivering exceptional customer experiences is more critical than ever in today’s competitive business landscape. This cloud-native approach also simplifies administration and ongoing development.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

CSM Magazine

MAY 22, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.”

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

Calabrio

OCTOBER 30, 2018

Calabrio News Calabrio Builds on Promise of Easy, Personalized and Smart Solutions for Enterprises Share Complexity in the contact center impacts the bottom line. Add to that the challenge for enterprise organizations to manage their fast-paced, sprawling contact centers.

Enterprise 52

Enterprise Personalization contact center workforce industry standards 52

Monet Software

MAY 27, 2020

You can explore new ways to help maximize workforce productivity, empower your workforce, listen to customers and employees, move to the cloud and prepare for recovery leveraging your customer engagement solutions. Want to start with what really resonated with our live attendees? Bosses get cranky.

contact center workforce 83

contact center workforce Education Contact Center Analytics 83

BlueOcean

JUNE 17, 2021

We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. The challenging part of business continuity in the contact center is just how many variables there are.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Noble Systems

APRIL 14, 2021

The virtual call center has become a hot topic, as the coronavirus pandemic has moved call center teams from centralized offices to individual homes. A virtual contact center is designed to support distributed workforces. Advantages of using a virtual contact center solution versus a traditional call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Calabrio

FEBRUARY 25, 2025

Regardless of what specific type of solution were actually talking about, CX platforms are built to deliver greater visibility, insights, and efficiency to help teamswhether theyre contact centers to sales departmentsbetter engage their customers. The CX platform features you need to elevate experiences.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Balto

JUNE 20, 2023

New integrations rapidly deploy Balto’s AI-powered conversation excellence and agent enablement technology to Zoom Phone and Zoom Contact Center. Louis, MO — Balto , a leader in uniting contact center agents with AI for better conversations, today announced it has teamed up with Zoom Video Communications, Inc.

Contact Center 52

Contact Center contact center workforce Coaching Best practices 52

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. In 2020, total contact center WFO revenue was $2.08

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Noble Systems

MAY 4, 2021

Noble works with a wide range of organizations, from small and mid-size businesses to large enterprises, across a range of industries. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

Aspect

NOVEMBER 13, 2018

So as is often the case, consumer trends find their way into the enterprise space. G2 Crowd Grid ® for Contact Center Workforce Software. What do G2 Crowd reviews show about Aspect Workforce Management software? In the Enterprise view of the grid, Aspect is the only leader.

Management 75

Management contact center workforce Enterprise Contact Center 75

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. These incremental capabilities will help contact centers achieve high levels of customer growth, improve customer satisfaction, and reduce average handle times, while retaining agents who will be more satisfied with their jobs.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

Aspect

FEBRUARY 24, 2020

When efficiency is your focus, many organizations implement strategies with the assumption that workforce management (WFM) should be entirely separate from customer-focused considerations. Customers, agents and the enterprise share the common goal of great customer service.

contact center workforce 62

contact center workforce Enterprise Contact Center Management 62

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, 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.

Consulting 62

Consulting Consulting Marketing Management 62

Tethr

MARCH 3, 2020

Using listening enterprise software like Tethr , you can offer each rep a personalized training program based on actionable insight from their calls. An agent should know where they measure up both in regards to previously established expectations and contact center goals. Invest in the best tools. Offer consistent feedback.

Call Center 80

Call Center At home agents Management contact center workforce 80

Aspect

SEPTEMBER 25, 2018

Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”.

Contact Center 185

Contact Center contact center workforce Wait times Education 185

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

DMG Consulting

MARCH 11, 2021

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. The migration of workers to home offices has complicated the scheduling challenge and created new issues for contact center management.

Consulting 59

Consulting Consulting Marketing Management 59

Balto

JULY 19, 2023

Louis – Balto , a leader in uniting contact center agents with AI for better conversations, today announced it has joined the new 8×8 Technology Partner Ecosystem by 8×8, Inc. New partnership offers a seamless integration experience with leading cloud communication platforms St. About 8×8 Inc. 8×8, Inc.

Technology 52

Technology contact center workforce Coaching Contact Center 52

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). billion, as of December 31, 2016, of which the contact center is responsible for $1.6 WFO’s Journey into the Future .

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

Verint

JANUARY 31, 2018

As a rule of thumb, for every contact center agent at an organization, there are typically three associates who handle back-office work.

Enterprise 39

Enterprise Banking Healthcare Contact Center 39

Spearline

MAY 30, 2019

Contact centers across the globe are embracing the potential of flexible, remote workers to augment their workforce, provide seasonal coverage, and more. When the teleworker is a remote contact center agent, their tools are critical to their success.

Telecommunications 40

Telecommunications Technical Support contact center workforce Call flow 40

pindrop

JANUARY 8, 2021

Pindrop has made the list as the only contact center security provider – none of our competitors made the list. . Contact Center Security The Pindrop Way – How Pindrop® Protects. Helping to optimize contact center workforces, increase capacity for calls, and improve IVR containment rates.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Contact Center 40

Calabrio

MARCH 30, 2016

Customer consciousness is the byproduct of an organization employing data to be more people-centric, and the contact center is the origin of the customer. Speech and text analytics help to catalyze the contact center to becoming a nexus of deeper customer engagement, where innovation is sourced through customer recommendations.

Analytics 40

Analytics contact center workforce Contact Center Engineering 40

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. Intraday management is an area of weakness in most contact center WFM solutions. This is a game changer for contact centers.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Verint

MAY 2, 2017

We recently announced that we have received perfect scores—five out of five—in several key product satisfaction categories in DMG Consulting LLC’s new “2017/2018 Workforce Management Product and Market Report.”. As we have covered in previous blogs, Verint is a company that is committed to developing customers for life.

Enterprise 35

Enterprise Management Consulting Consulting 35

Verint

NOVEMBER 16, 2017

Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer satisfaction.

Wireless 32

Wireless contact center workforce Enterprise Customer centricity 32

Verint

JULY 23, 2015

Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand. The highlight of the event for me was the session in which I presented alongside Andrew Studee, vice president, strategic consulting services, Verint Enterprise Intelligence Solutions ™.

Analytics 38

Analytics Contact Center Consulting Consulting 38