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. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

NOVEMBER 3, 2020

The workforce has changed, management practices have changed, how we do business has changed, and customer expectations have changed. Technology must adapt and transform, and nowhere is this more evident than in the workforce management (WFM) sector. Leading Innovation.

Gamification 87

Gamification Self service Contact Center Virtual Agent 87

DMG Consulting

AUGUST 17, 2017

Bots and the more advanced intelligent virtual agents (IVAs), enabled by AI and machine learning, are rightfully attracting a great deal of attention. Knowledge management (KM). Gamification. Speech analytics. Expect to see companies, with the assistance of vendors, conquer one channel or touch point at a time.

Contact Center 69

Contact Center Technology Big data Gamification 69

Eckoh

JANUARY 31, 2020

In this third instalment in our series, Ashley Burton, Head of Product at Eckoh, explores the future for Managers. 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. Managers can then see the results as they happen.

Contact Center 52

Contact Center Management Gamification Virtual Agent 52

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. 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. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

Fonolo

APRIL 27, 2020

' says @TaxJar #remotework #cctr #management Click To Tweet. It’s never been more important for call center managers to support their agents. Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to.

Call Center 112

Call Center Morale Contact Center Gamification 112

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. Vendors are entering the KM market from many different IT sectors, and the opportunities are great for disruptive solutions to transform the world of knowledge management.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. NewGen WFM with real-time adaptive forecasting and scheduling will revolutionize the world of workforce management.”.

Consulting 48

Consulting Consulting Marketing Management 48

GetFeedback

APRIL 17, 2019

Besides, if they manage to find the solution to their problems on their own, everybody wins. They solve their puzzle and you take some load off your agents but not at the expense of customer service quality. If you manage to partially automate agent-customer communication , it will help reduce the probability of mistreating customers.

Customer Service 102

Customer Service CRM Self service Gamification 102

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments.

Consulting 48

Consulting Consulting Marketing Management 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

DMG Consulting

APRIL 15, 2020

“The process of change, combined with the digital transformation, will improve the customer journey and enhance the customer and agent experience while reducing costs.”. We are a strategic advisor to end users and vendors, large and small, and the financial community. For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Contact Center Gamification 62

DMG Consulting

NOVEMBER 14, 2020

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. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

AUGUST 3, 2020

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. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

FEBRUARY 20, 2025

Workforce management (WFM) came in second place, identified by 40.8% These solutions remain an essential productivity, management, and oversight tool in contact centers, which utilize them for forecasting, scheduling, real-time adherence, and much more. of survey participants. Like what you’re reading? of survey participants.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

SEPTEMBER 26, 2018

We also expect to see more speech analytics ’seats’ being sold as embedded capabilities in other applications, such as intelligent virtual agent (IVA) solutions.”. The 2018-2019 edition of the Report covers 8 leading and contending vendors in-depth: Calabrio, CallMiner, NICE, OnviSource, SESTEK, Verint, Voci and VoiceBase.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

JULY 31, 2019

Call tracking is also a step in the customer journey; it gathers important details about customers and their buying preferences, and shares this data with the contact center, where it can be used to optimize sales by routing calls to the most appropriate agent. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

Outsource Consultants

JANUARY 27, 2025

How to Improve AHT: Implement knowledge management systems to provide quick answers. Optimize call routing to connect customers to the right agents faster. Ways to Improve Service Levels: Use workforce management tools for precise staffing predictions. Implement skills-based routing to match calls with the best-qualified agents.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

DMG Consulting

NOVEMBER 1, 2017

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” 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 Gamification 48

DMG Consulting

DECEMBER 10, 2019

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. We are a strategic advisor to end users and vendors, large and small, and the financial community.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JUNE 12, 2019

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. We are a strategic advisor to end users and vendors, large and small, and the financial community.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 10, 2023

Fortunately, many innovations that have been under development during the past few years are ready to be rolled out and are positioned to help contact center managers achieve their departmental and corporate objectives. Analytics-enabled quality management (AQM) (a.k.a. automated quality management). Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

MAY 25, 2018

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Knowledge Management Product and Market Report. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 17, 2019

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. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

OCTOBER 17, 2019

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. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

AUGUST 3, 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. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Marketing Gamification 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. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 29, 2017

The 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report provides contact center and IT managers with all the vendor, product, functional, technical and pricing information they need to select the right cloud-based contact center infrastructure solution for their organization.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG’s eleventh annual report on this sector provides contact center, IT and enterprise leaders and managers in small, mid-size and large companies with the information they need to select the right solution, functionality and partner to meet their organization’s current and future cloud-based contact center infrastructure (CBCCI) needs.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 9, 2020

DMG’s 16 th annual report on this fundamental contact center sector examines the servicing, business and management mega trends that are driving transformational changes in the contact center, the workforce and the technology that supports them. Many vendors from various IT sectors. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

DECEMBER 11, 2019

The 2019 – 2020 Cloud-Based Contact Center Infrastructure Market Report provides contact center and IT managers with the vendor, product, functional, technical and pricing information they need to select the right cloud-based contact center infrastructure solution for their organization.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Liveops

JANUARY 6, 2022

Recently, Liveops Senior Vice President of Marketing and Talent Acquisition, Ellen Hahn, joined the weekly live stream Sterling Live to discuss recent workforce trends with Sterling General Manager Vincenza Caruso-Valente. Particularly for independent agents and contractors.

Gamification 62

Gamification virtual call center Virtual Agent Call Center 62

Creative Virtual

JULY 18, 2019

Conversational AI is increasingly an important piece of these initiatives with chatbots and virtual agents becoming essential tools for providing 24/7 self-service to digital customers. Chatbots also lend themselves well to gamification around content awareness, skills training and performance improvements.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40

JustCall

AUGUST 10, 2022

Aircall Pros Aircall Cons The support team and account managers are helpful Users need a good quality internet connection or else the communication quality can suffer The power dallier feature is by far the best component Cost is steep; it is particularly expensive for per-user plans Great analytics and reporting capabilities.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

JustCall

APRIL 24, 2023

This is why you must ensure that the cost of ownership remains manageable. Convoso Overview Convoso is a one-of-a-kind contact center software with an added gamification twist. This is because there are some popular VoIP software providers in the market today which are overpriced despite an obvious dearth of features.

voip 52

voip CRM Enterprise Call Center 52

DMG Consulting

APRIL 16, 2019

AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service 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