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

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

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

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. Both groups of technologies can be utilized to make analytics more actionable.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

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

Clarabridge

JANUARY 6, 2017

Recently, Forbes contributor Bernard Marr put together his 2017 tech predictions. Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. We’d love to show you a path to true understanding of customer feedback.

Feedback 40

Feedback Education Analytics Call Center 40

Clarabridge

JANUARY 6, 2017

Recently, Forbes contributor Bernard Marr put together his 2017 tech predictions. Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. We’d love to show you a path to true understanding of customer feedback.

Feedback 40

Feedback Education Analytics Call Center 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

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

Lumoa

JANUARY 11, 2022

NPS surveys or full NPS analytics? The question of “What should you invest in: survey or analytics?” And without great analytics, you would not understand your data. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place.

Surveys 103

Surveys Analytics Feedback Benchmark 103

Stratifyd

JULY 9, 2019

. — July 9, 2019 — Stratifyd announced today that is has been selected to present its AI-powered analytics platform at FinovateFall 2019 , the world’s most influential fintech conference which showcases the most successful and innovative banking and financial technology. About Stratifyd.

Analytics 40

Analytics Banking Enterprise Customer retention 40

Fonolo

JANUARY 17, 2023

The software uses screen pop-ups to offer feedback to agents who can use the recommendations to deliver a better CX and get insight into their own performance. Call analytics. Analytics have always been a big part of operating a successful call center and delivering a great customer experience.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

inmoment

JULY 27, 2018

Because this is such a core belief of ours, we are always looking for new, valuable, and relevant ways for you to collect feedback. While this tech is great for translating comments that can then be run through text analytics , there’s a new player on the scene of CX feedback. Need more reasons why? Emotional Context.

Feedback 40

Feedback Analytics Surveys Technology 40

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). We analyzed articles about contact center trends in 2017 from each of them, and here are the trends most experts agreed on: Omnichannel. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Clarabridge

MAY 2, 2017

Clarabridge is powering this revolution by enabling brands to harness valuable customer data through new and existing features like text analytics , voice of customer , omni-channel case management and beyond. The post Inspiring a CX Revolution: C3 2017 Day 1 Highlights appeared first on Clarabridge.

Customer centricity 40

Customer centricity Analytics Call Center Surveys 40

Clarabridge

MAY 4, 2017

To kick off the final day of C3, Rob Hatfield, Director of Operational Analytics and Consulting for HCSC, and Pam Plyler, Customer Experience and Executive Practice Lead of Northridge Group, delivered a rousing opening keynote about how they changed HCSC’s culture by thinking like the customer. Enter Clarabridge.

Customer Service 45

Customer Service Best practices Feedback Consulting 45

Fonolo

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. Other key measures include demeanor (71%) and customer feedback (65%). Our favorite chart: Vendor Landscape: Customer Journey Analytics Providers. Where to get it: [link].

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. AI Will Take a Back Seat.

Customer Service 36

Customer Service Benchmark Multichannel CRM 36

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. Today, the number of customer data analytics tools are overwhelming. how many people did Y before Z but after X?)

Analytics 51

Analytics Journey mapping Multichannel Government 51

TechSee

APRIL 3, 2018

For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%. McKinsey reports that a comprehensive, analytics-driven approach can help telecom companies reduce churn by as much as 15%.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Encourage team managers to provide feedback about employee performance in both a formal and informal setting. Simplify onboarding and keep the process light.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Which Topics Are Most Important for Your Customer Service Department in 2017?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Verint

OCTOBER 4, 2017

Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. With these collective capabilities, organizations can listen, analyze and act on the VoC across digital, voice, text and social interactions.

Feedback 30

Feedback Best practices Technology Management 30

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. million in 2017. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017. When: Today, 23 May 2018.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JUNE 12, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. compared to 2017. higher in 2018 than 2017, increasing by $200.1 What: Releases 16th annual Contact Center Workforce Optimization (WFO) Market Share Report. million to $1,855.2

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Teams are responsible for everything from designing and collecting feedback to designing better touchpoints and end-to-end experiences. Robust analytics platforms aren’t going anywhere. Customer Experience Teams Grow Up.

Banking 124

Banking Metrics Big data Consulting 124

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. Customers appreciate: The feeling that their feedback is important and acted upon. Customers appreciate: The feeling that their feedback is important and acted upon.

Contact Center 116

Contact Center Technology Self service Call Center 116

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Feedback 36

Feedback Analytics Customer Service Customer Experience 36

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Balto

MAY 18, 2022

As agents use the playbooks and iterate, they create a data feedback loop which in turn optimizes the playbooks even more to ensure the best possible outcomes for sales and service. The process of incorporating post-call analytics back into a talk track can be lengthy and require hours of work. Founded in 2017 and based in St.

Best practices 52

Best practices Contact Center Coaching Engineering 52

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Feedback 39

Feedback Analytics Customer Service Customer Experience 39