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

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Your need insights and analytics that empower you to make the right decisions. In order to be able to make any educated decisions, remember the old saying: you cannot manage what you cannot measure.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

DMG Consulting

DECEMBER 7, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its.

Consulting 62

Consulting Consulting Contact Center Marketing 62

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

Monet Software

APRIL 24, 2020

Management and motivational techniques are also required to overcome these new challenges. And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Manage to the Metrics. So let’s get started! The Rules Still Apply.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge 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 2018 Knowledge Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 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 2018 – 2019 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Agents say that they are managing more than 14 additional omnichannel interactions every day compared to 18 months ago.

Coaching 52

Coaching Gamification Customer Service Quality management 52

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

JANUARY 10, 2022

It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. This is where workforce optimization (WFO) (also known as workforce engagement management (WEM)) solutions are instrumental.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

CSM Magazine

FEBRUARY 7, 2023

A good example is speech analytics. From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. Analytics also play a huge role in improving CX. This highlights both the operational and CX benefit of investing in an analytic solution.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

Playvox

MARCH 12, 2023

While key performance indicators (KPIs) are a great way to understand how efficient and effective a support center is, it never hurts to incorporate other means that can help contact center managers define success and efficiency for their contact centers. What Is Contact Center Efficiency?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

DMG Consulting

SEPTEMBER 30, 2021

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. Many of the same solutions contributed to this goal, as did gamification and internal chat tools. August 5, 2021 Donna Fluss.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

CSM Magazine

MARCH 13, 2022

They also utilise more complete analytic tools. Improve interactions and identify skills gaps using quality management and advanced scoreboards to track, manage, and improve team performance, including gamification, coaching, and eLearning. Maximise performance : Create stronger teams. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Expivia

JULY 21, 2021

Advanced Analytics Software. Every world-class call center should invest in analytics technology. This tool truly raises the quality of your contact center. Call analytics software changes the game in how you view each call. Workforce Management Software. Gamification. Nonetheless, they’re crucial.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

DMG Consulting

JANUARY 8, 2018

Coaching methods range from manual activities performed by supervisors, such as whisper coaching or internal chat during live monitoring sessions, to automated capabilities supported by speech, text and desktop analytics solutions. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. This is where workforce optimization (WFO) suites fit in.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

DMG Consulting

NOVEMBER 1, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” When: Today, 1 November 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

JustCall

NOVEMBER 25, 2022

JustCall’s unique, in-depth analytics dashboard and various report generation tools can help you assess the effectiveness of your campaigns and representatives. HubSpot automatically incorporates all of this information into its customer relationship management system to keep track of it. PhoneBurner.

Sales 52

Sales voip Real estate CRM 52

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

DMG Consulting

MAY 25, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. When: Today, 23 May 2018.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 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

JANUARY 17, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. This transition opens the door for emerging solutions that take a digital, omni-channel, analytics and AI-oriented approach to addressing the WFO challenge.”. When: Today, 3 January 2018.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JULY 19, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 19 July 2017.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

JUNE 7, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 7 June 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Aspect

SEPTEMBER 21, 2018

Issue a company computer to manage security and software compliance. Define a business process that mandates a ticket be logged in your system if an issue persists over a specified period of time, and notification to the workforce management team to enable adjustments as appropriate. Define Call Monitoring and Speech Analytics metrics.

At home agents 78

At home agents Coaching Gamification Metrics 78

DMG Consulting

NOVEMBER 29, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The next step for the CBCCI vendors is the introduction of artificial intelligence, machine learning, natural language understanding and analytics into their solutions.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Enghouse Interactive

FEBRUARY 9, 2021

Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Chatbots simplify and optimize issue resolution. planned, 48.4% Keep an Eye on These Three Emerging Areas.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

JustCall

APRIL 5, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Call recording – Record and monitor agent calls to improve quality and performance. Avaya Overview Avaya offers comprehensive phone and calling features for businesses of all sizes.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Playvox

MARCH 27, 2023

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Setting goals can also help managers monitor agent performance and identify areas where additional training or coaching may be needed.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

SEPTEMBER 20, 2023

By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience. One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. What is Automated Quality Management?

Quality management 52

Quality management Coaching Contact Center Calibration 52

NobelBiz

FEBRUARY 22, 2023

What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center? The goal of this article is to provide contact centers owners and managers with all of the necessary information to properly utilize remork work and to empower contact center agents.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center? The goal of this article is to provide contact centers owners and managers with all of the necessary information to properly utilize remork work and to empower contact center agents.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52