DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure 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. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

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. August 5, 2021 Donna Fluss. View this article on the publisher’s website.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. WFO market is contracting; future is in the cloud. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 1 November 2017.

Consulting 48

Consulting Consulting Marketing Gamification 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. What: Releases 2017 Contact Center Workforce Management Product and Market Report.

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

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent 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. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. A market revitalized; driven by digital transformation and growing interest in artificial intelligence. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics 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, 22 August 2017.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Strong momentum driving market growth and investment. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization 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. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

NobelBiz

FEBRUARY 27, 2024

Brayan Carpio Senior Call Center Manager, Call4You Marketing “The technology aspect of NobelBiz stood out compared to the competition, and also the great team! Through the implementation of quality management processes, call centers can systematically identify, monitor, and address issues in real-time.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics 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. What: Releases 12th annual Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics 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, 22 August 2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

Calabrio

MARCH 4, 2025

But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact. Open APIs and integrations with other business systems (CRM, marketing automation, HR and back office systems, etc.)

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Playvox

MARCH 21, 2024

Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One way to provide feedback is via conducting consistent quality management (QM) reviews. One fun way to provide recognition is via a gamification solution.

Morale 90

Morale Contact Center Quality management Coaching 90

Call Design

FEBRUARY 10, 2022

The market for providing a high-quality customer experience has become increasingly difficult in recent years. Without the use of technology, a contact centre manager can only analyse the CX performance of one agent at a time, and to the personal preference of that manager. Build Workplace Aligned Engagement.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

DMG Consulting

MAY 8, 2023

Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications. This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market.

Management 62

Management Contact Center Enterprise Analytics 62

Call Design

AUGUST 20, 2019

This change makes Call Design the sole partner in Australia supporting Aspect Software customers in the market. This business transformational deal will allow Call Design the opportunity to serve the Australian market with unparalleled support from Aspect’s vast corporate resources and technology suite.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

This change makes Call Design the sole partner in Australia supporting Aspect Software customers in the market. This business transformational deal will allow Call Design the opportunity to serve the Australian market with unparalleled support from Aspect’s vast corporate resources and technology suite.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

CSM Magazine

JANUARY 9, 2023

With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers. The new and enhanced workforce engagement solution for Salesforce Contact Center is available on the Salesforce AppExchange. Visit www.playvox.com for more information.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

Aspect

SEPTEMBER 21, 2018

The Gig economy is a labor market characterized by the prevalence of short-term contracts or freelance work as opposed to permanent jobs. If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed.

At home agents 78

At home agents Coaching Gamification Metrics 78

Playvox

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. The core of workforce engagement management (WEM) suites are workforce management (WFM) and quality management (QM) solutions. Most companies aspire to excellence in customer experience (CX).

Contact Center 77

Contact Center Coaching Metrics Gamification 77

DMG Consulting

FEBRUARY 20, 2025

Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0% These solutions have been in the market for over 10 years, but GenAI elevated their benefits by vastly improving the validity and usefulness of their findings. of survey participants.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

DMG Consulting

JANUARY 10, 2022

Analytics-enabled quality management (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers. Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Outsource Consultants

FEBRUARY 27, 2025

Some centers have adopted gamification techniques to make product training more engaging. Data-Driven Quality Management Many Indian call centers have adopted Six Sigma principles to minimize defects in their service delivery. Many centers use microlearning platforms that deliver bite-sized lessons to agents between calls.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . Maximise performance : Create stronger teams. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Playvox

OCTOBER 12, 2022

Managing your remote customer service team is much easier when you hire the right people. In a competitive job market, the strongest job candidates will naturally seek out best-in-class employers. Gamification in remote workforce training is proven to be effective.

Best practices 76

Best practices Contact Center Management contact center solutions 76

CSM Magazine

FEBRUARY 17, 2021

Avoiding siloed products by choosing an all-in-one solution that includes quality management (QM), workforce management (WFM), analytics and business intelligence, means agents and contact centre leaders can see all critical data on a single unified dashboard. Magnus Geverts is VP Product Marketing & Management at Calabrio.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

NICE inContact

NOVEMBER 6, 2018

Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. In particular when you are in the market for a new solution, but really at any time you invest into your contact center – make sure you are choosing the right solution.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

Expivia

JULY 21, 2021

Gamification. And gamification is a great way to do that. . Quality assurance (QA) and quality management (QM) are very important for your call center and your agents. We use omnichannel communication, workforce management software, and gamification to make our work efficient and effective.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

NICE inContact

AUGUST 1, 2017

Without effective tools, monitoring performance can be so time consuming that when the data is finally gathered, managers only have enough bandwidth to put out the fires and talk to the negative to get back on track. Automated quality management tools can also be configured to be more positive.

Coaching 49

Coaching Contact Center Construction Gamification 49

CSM Magazine

JUNE 3, 2021

Workforce Management (WFM) and Workforce Engagement Solutions (WEM) can help to track the performance of agents and keep teams engaged with leaderboards and gamification. Ross Daniels is Chief Marketing Officer at Calabrio. About the Author.

Enterprise 52

Enterprise Gamification Multichannel Analytics 52

NobelBiz

FEBRUARY 22, 2023

Contact Centers may give specialized online training and coaching to agents based on performance statistics by utilizing data from automated quality management, speech analytics, and gamification. You may also add gamification features to these dashboards to further engage and encourage employees in real time.

Gamification 52

Gamification Contact Center Coaching contact center solutions 52

NobelBiz

FEBRUARY 22, 2023

Contact Centers may give specialized online training and coaching to agents based on performance statistics by utilizing data from automated quality management, speech analytics, and gamification. You may also add gamification features to these dashboards to further engage and encourage employees in real time.

Gamification 52

Gamification Contact Center Coaching contact center solutions 52

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. But market growth is just a part of the story. THE NEXT ACT.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48