2016 Analytics Consulting Customer Care 
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. Where: Available at the DMG Consulting online store. million in 2016 to$1,655.3
DMG Consulting
NOVEMBER 1, 2017
DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.
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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. Where: Available at the DMG Consulting online store. 11/30/2017.
TechSee
APRIL 10, 2018
Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. The growing scale of the customer care market requires greater reliance on technology through automation and AI-based technology.
Fonolo
NOVEMBER 17, 2020
“Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. Bill Quiseng CX Expert, Speaker & Consultant. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016.
Fonolo
MARCH 25, 2019
While it was outside the top 100 search terms on gartner.com in January 2016, it was ranked #7 by May of the following year. This is also evident in the customer service space, where interest in popular AI tools (like chatbots) has grown. They discuss its impact on the customer service space and what the future holds.
ClearAction
MAY 18, 2017
Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. These choices are your customers’ “ job-to-be-done “ Use any type of scale for (B) ratings. Use text/voice analytics to quantify (C) comments.
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