DMG Consulting

AUGUST 21, 2017

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

DMG Consulting

SEPTEMBER 24, 2021

There are times, as was the case during the pandemic, when it’s inappropriate to survey customers, which left companies in the dark when they had no other way of tracking and measuring the customer experience. In other cases, it is because the organization is limited to examining what happens in its voice channel only.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 87

Virtual Agent Chatbots Average Handle Time Engineering 87

Global Speech Networks

JANUARY 10, 2022

This sounds like a long list of nigh-impossible tasks — but with call centre quality management software and advanced contact centre analytics, it’s easier than you might think. In fact, putting these solutions together helps create a complete, comprehensive view of your customer: a customer 360. Why a customer 360?

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

DMG Consulting

JUNE 8, 2021

It also covers broader applications of IA throughout the enterprise, including its value in operationalizing the findings from voice-of-the-customer (VoC), customer journey analytics (CJA) and customer experience (CX) solutions. Interaction analytics has proven its effectiveness in both the best and worst of times.

Consulting 59

Consulting Consulting Analytics Marketing 59

DMG Consulting

DECEMBER 7, 2020

Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

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 13, 2022

There are times, as was the case during the pandemic, when it’s inappropriate to survey customers, which left companies in the dark when they had no other way of tracking and measuring the customer experience. In other cases, it is because the organization is limited to examining what happens in its voice channel only.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. Customer Journey Analytics: Speech Is Along for the Ride.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

NOVEMBER 1, 2017

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” WFO suite vendors who have not kept their solutions and architecture up-to-date are feeling the impact as enterprises look to different providers for workforce optimization capabilities.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MAY 7, 2018

KM facilitates collaboration among departments, which improves the customer experience. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MAY 25, 2018

Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JANUARY 29, 2021

of survey respondents indicated the importance of prioritizing the customer experience. Companies are transitioning from their interactive voice response (IVR) systems to next-gen conversational intelligent virtual agents (IVAs). of survey respondents selected this initiative as a priority for 2021. of the responses.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

NOVEMBER 29, 2017

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 10, 2023

As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Analytics-enabled quality management (AQM) (a.k.a. automated quality management).

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

AUGUST 13, 2024

An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA)/conversational artificial intelligence (AI) self-service capabilities.

Contact Center 48

Contact Center Virtual Agent Self service Consulting 48

ROI CX Solutions

DECEMBER 6, 2024

Improving customer experience (CX) with AI One handy AI call center solution that has received a lot of attention is the introduction of smarter AI chatbots. AI chatbots, virtual assistants, and similar technologies provide an easy way to manage high call volumes.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

Balto

JANUARY 30, 2025

Benefits of Using Call Center Software The benefits of using call center software are numerous, including increased efficiency, enhanced productivity, and improved customer experience. With the right technology, each agent can take on more calls and resolve problems faster. OttoQA Automated quality assurance Custom pricing 4.4

call center software 52

call center software Call Center Multichannel Coaching 52

DMG Consulting

OCTOBER 13, 2021

They want to be able to adapt their customer-facing solutions quickly and easily and they increasingly expect their CBCCI solution to come with workforce optimization (WFO)/workforce engagement management (WEM) modules (quality management (QM), workforce management (WFM), surveying, etc.).

Consulting 48

Consulting Consulting Contact Center Marketing 48

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. Make use of unified customer views and data collations to achieve this.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

DMG Consulting

SEPTEMBER 20, 2021

These include modifications to fundamental business activities—how products and services are distributed, and how and by whom customer service is delivered. Companies must continue to prioritize the customer experience (CX) as they reimagine customer journeys. Work-From-Home Is Essential for the Future.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

DMG Consulting

APRIL 16, 2019

of capturing feedback from customers. Interaction analytics has become an increasingly important source of data for customer journey mapping because it provides a multidimensional view of the customer experience. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

NOVEMBER 16, 2017

One of the most valuable things we did over time was to create small, informal, cross-functional groups and set up one-hour brainstorming sessions on topics including customer experience, root cause analysis, quality management and cross-selling. Several of the outcomes were implemented in the business.

Wireless 32

Wireless contact center workforce Enterprise Customer centricity 32

JustCall

APRIL 5, 2023

Virtual Numbers: You can leverage local and toll-free virtual numbers with no provisioning required. Avaya Cloud Virtual Agent: The brand’s AI-powered auto attendant system paves the way for smart call routing. Its biggest USP is the unified staff and workflow management tool.

voip 52

voip Interactive Voice Response APIs Contact Center 52

DMG Consulting

MARCH 30, 2021

Enterprises need to continue to focus on enhancing the customer experience (CX) in all touchpoints, not just in the contact center. Companies will be able to retool and optimize their staff and rethink the role of contact center agents, as the jobs they perform will be at a much higher level than in the past.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

Calabrio

MARCH 10, 2025

In 2025, business leaders are now four times as likely to see customer experience (CX) as a revenue driver and not a cost center. With the right tools from this category, frontline agents will be more productive, offer improved service quality, and fuel customer satisfaction.

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52