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. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Analytics Marketing 48

Callminer

JANUARY 24, 2017

Watch as Jim Rembach from FastLeader.net interviews our own Brian LaRoche at the recent show Call Center Week Winter 2017.

Analytics 182

Analytics Call Center 182

ShepHyken

JUNE 5, 2017

All Business) Here are four premium performance measurement tools that integrate especially well with Google Analytics, giving you the power to take action and make meaningful business improvements quickly. The post 5 Top Customer Service Articles For the Week of June 5, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Airlines 185

Airlines Customer Service B2B B2C 185

Contact Center Pipeline

JANUARY 4, 2017

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact.

Contact Center 100

Contact Center Surveys Analytics Call Center 100

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8

Contact Center 48

Contact Center Customer retention Analytics Self service 48

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. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. million from $1,669.7

Consulting 48

Consulting Consulting Marketing Gamification 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. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Virtual Agent Marketing 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

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 30 November 2017. This represents only 11.4%

Consulting 48

Consulting Consulting Contact Center Marketing 48

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics. Let’s consider each of these in turn.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). 2017 Top 124. Alex Toussaint , VP Product Management – Einstein Analytics, Salesforce — @alextoussaint — [link]. The post TOP 124 Salesforce Influencers of 2017 appeared first on MindTouch Blog.

Consulting 91

Consulting Consulting Engineering CRM 91

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. About DMG Consulting LLC.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 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. When: Today, 7 June 2017. Where: Available at the DMG Consulting online store.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification 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 Gamification Product and Market Report.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

Steve DiGioia

JANUARY 9, 2017

Behind the scenes, the software is simply using statistical analysis and predictive analytics to identify patterns in the user’s data and use to patterns to populate the News Feed. The post Here’s Why 2017 Might NOT Be The Best For Service appeared first on Steve DiGioia and was written by Steve DiGioia. Source: [link].

Advertising 100

Advertising Self service Personalization Technology 100

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

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. to tell better stories and move the needle- Finally, I had the opportunity to present with my colleague, Ruth McCullen , FCR’s Director of Client Analytics.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

CSM Magazine

JANUARY 23, 2017

There has also been continued investment in analytics with a real focus on turning insights into actions. The evolution of these areas has created a springboard effect in the trends for 2017. The first trend that I see shaping the CRM landscape in 2017 is personalisation. By now, mobility is a given.

CRM 40

CRM Analytics Chatbots Technology 40

CSR Inc.

JANUARY 8, 2017

2017…yes, we made it! And while call centers are expected to see an uptick in staffing in 2017 ( did you know that 4% of working Americans – about 5 million – already work in a call center ?) First some good news: call centers aren’t going away this year (well, not exactly – but more on that later). In one word: integration.

Call Center 48

Call Center Multichannel call center workforce Gamification 48

DMG Consulting

JUNE 3, 2017

Enterprise Uses of Speech Analytics (whitepaper). Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing. By Donna Fluss. Introduction. To be able to capture insights about what it’s really like to transact business with your company?

Enterprise 48

Enterprise Analytics Consulting Consulting 48

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application.

Analytics 48

Analytics Customer retention Banking Customer centricity 48

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. And I ought to know.

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

DMG Consulting

MAY 22, 2017

Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. By Donna Fluss. Introduction.

Analytics 48

Analytics Consulting Consulting Surveys 48

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. For inbound, analytics is key. Here’s more information on one of the videos available in this library.

Contact Center 40

Contact Center Self service Call Center Analytics 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. Would you want those customer experiences factoring into your NPS?

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. Would you want those customer experiences factoring into your NPS?

Quality management 54

Quality management Analytics Customer Experience Management 54

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. For inbound, analytics is key. Here’s more information on one of the videos available in this library.

Contact Center 40

Contact Center Self service Call Center Analytics 40

Eptica

AUGUST 30, 2017

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. Published on: August 30, 2017. In my previous series of blogs I explained the basic AI terms , including bots and chatbots , and the impact they have on CX, and now I want to turn my attention to text analytics. Contraction resolution.

Analytics 50

Analytics Customer Experience Chatbots Best practices 50

DMG Consulting

JANUARY 2, 2018

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. 12/21/2017. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. Speech analytics has reached maturity after 14 years in the commercial market. By Donna Fluss.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

Talkdesk

AUGUST 2, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Opentalk Session Host / Moderator: Ernest Wong, Group Product Manager of Data & Analytics, Talkdesk.

B2B 40

B2B B2C Analytics Customer centricity 40

Talkdesk

AUGUST 2, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Opentalk Session Host / Moderator: Ernest Wong, Group Product Manager of Data & Analytics, Talkdesk.

B2B 40

B2B B2C Analytics Customer centricity 40