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Keeping your staff motivated and satisfied in their work is vital to contactcenter performance. Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. But agent engagement isn’t just about making your employees happy.
These 8 Technologies Are Transforming the ContactCenter. ContactCenters are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Cloud-based contactcenter infrastructure (ACDs and dialers). Gamification. August 2017.
ContactCenter Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contactcenters. Workforce management (WFM) came in second place, identified by 40.8% of survey participants.
DMG Consulting Releases 2017 Intelligent VirtualAgent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent VirtualAgent Product and Market Report.
DMG Consulting Releases 2018 Intelligent VirtualAgent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. What: Releases 2018 Intelligent VirtualAgent Product and Market Report.
Contactcenter key performance indicators (KPIs) are critical for measuring and improving customer service operations. This guide explores the most important KPIs across three key areas: customer satisfaction, operational efficiency, and agent performance. Implement gamification strategies to encourage punctuality.
DMG Consulting Releases 2019-2020 Intelligent VirtualAgent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. What: Releases 2019-2020 Intelligent VirtualAgent Product and Market Report.
A customer calling to ask about store hours, for instance, may be routed to a self-service option or VirtualAgent , while more complex queries will be routed to a human agent. So your agents’ time is spent resolving issues, and your customers get resolutions faster. Automation Reduces Repetitive Tasks for Agents.
The ContactCenter of the Future will be a finely-tuned machine – using real-time data to optimize experiences. Last time in our series, we talked about the Agent of the Future and the super-powers they’ll use to delight tomorrow’s customers. So who’s at the controls?
Contactcenters need to address operational requirements, satisfy employee needs and meet customer expectations, all while managing costs. Additionally, employee empowerment features such as gamification and expanded visibility into their personal performance via reports and dashboards keep agents engaged and motivated.
A customer calling to ask about store hours, for instance, may be routed to a self-service option or VirtualAgent , while more complex queries will be routed to a human agent. So your agents’ time is spent resolving issues, and your customers get resolutions faster. Automation Reduces Repetitive Tasks for Agents.
When it comes to customer service, receiving a Stevie Award is one of the world’s top honors a contactcenter organization or professional can accept. Liveops agents also learn to leverage our industry-leading security platform. Liveops won SILVER for ContactCenter or Customer Service Outsourcing Provider of the Year.
Here’s the relevant paragraph: “Today ‘virtualagents’ — using conversational interfaces powered by artificial intelligence — can increasingly understand your intent … [so] machines can answer many more questions than non-machines, also known as “humans.” ” The Top ContactCenter Trends to Watch in 2019.
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. DMG covers emerging contactcenter trends and IT sectors that have a lasting impact on the market. When: Today, 22 August 2017.
DMG Consulting Releases 2019 ContactCenter Workforce 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%
5 Applications to Boost ContactCenter Performance in a Tough Economy View this article on the publisher’s website. As enterprises tighten budgets due to the troubled economy, contactcenter leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Gamification.
Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your ContactCenter. When managing a team of remote call centeragents, this is even more imperative. Many teams thrive off healthy competition, there are plenty of ways to bring some gamification back into the virtual workplace.
DMG Consulting Releases 2019 – 2020 Cloud-Based ContactCenter Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. 12/11/2019. Where: Available at the DMG Consulting online store.
DMG Consulting Releases 2018 – 2019 Cloud-Based ContactCenter Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. Differentiated and compelling capabilities driving growth.
Organizations that invested in them spent lots of time finding and loading the data and trying to get their employees, particularly those in contactcenters, customer service organizations, technical support functions and field service, to use the solutions. For years, KM remained a relatively consistent function and application.
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. The Report focuses on contactcenter and service-related uses of interaction (speech and text) analytics. When: Today, 23 July 2020.
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. Although voice-based support is likely here to stay, it is becoming the contact method of last resort, though still preferred for highly emotional or time-sensitive issues.
Workforce Optimization Ushers in the Real-Time ContactCenter. It’s hard to overstate how much the contactcenter technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time ContactCenter. By Donna Fluss. who interact with them.
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. DMG’s 13 th annual report on the contactcenter workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector.
Who: DMG Consulting LLC, a leading provider of contactcenter and back-office market research and consulting services . Background: DMG Consulting LLC , a leading provider of contactcenter and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report.
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. DMG predicts that the contactcenter speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022. When: Today, 26 September 2018.
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contactcenters, back-office and real-time analytics. When: Today, 17 July 2019.
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. Total company GAAP revenue for the vendors that offer a contactcenter WFO suite dropped by 5.2% What: Releases 2017 Workforce Optimization Mid-Year Market Share Report.
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. AI solutions and many other contactcenter systems require a source of knowledge, and KM solutions can address this need by providing a single source of “truth.”
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. The WFM sector has never been healthier; most of the growth is from sales to contactcenters, but adoption of WFM solutions is picking up in branches and back offices.
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. DMG Consulting’s third report on robotic process automation (RPA) focuses on contactcenter, back-office and enterprise uses of this technology. When: Today, 3 October 2019.
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contactcenter, back-office and real-time analytics market research and consulting services, today released its.
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. Current WFO solutions address the diverse needs of the enterprise, including contactcenters, the back office and, increasingly, other business functions.
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. DMG covers emerging contactcenter trends and IT sectors that are likely to have a lasting impact on the market. When: Today, 1 August 2018.
Who: DMG Consulting LLC, a leading provider of contactcenter, back-office and real-time analytics market research and consulting services. Contactcenter WFO suites have been steadily enhanced and expanded over the past decade, transforming into analytics suites. When: Today, 18 February 2020.
Shifting to an omnichannel approach—one that relied heavily on a robust digital presence—resulted in the rise of virtualagents and contractors across a number of industries. In turn, virtual call centers, receptionist services, and customer service providers have become more in demand than ever. .
Features like call queuing, call recording, number porting, and speech-to-text make it a great solution for support and sales agents. It also integrates with third-party solutions like HubSpot, Zendesk, Pipedrive, and Intercom, giving you the ability to create an all-rounded, robust contactcenter solution. Image Source.
Interactive Voice Response, or IVR, is necessary for every contactcenter. It serves as a round-the-clock virtual receptionist. The IVR is configured to lead the user to a self-help guide that answers their query, a human agent who can solve their problem, or a pre-recorded voice message.
Convoso Overview Convoso is a one-of-a-kind contactcenter software with an added gamification twist. Talkdesk Overview Talkdesk is a browser-based virtual telephony solution. It offers contactcenter functionality for enterprises through features like: Call queues Voicemail Automated workflows, etc.
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