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

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

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

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

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. 74% of those surveyed directly influence their organizations’ customer experience budgets, while 37% either sit-in or directly report to the C-suite. is a real jump again.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Fonolo

JANUARY 17, 2023

According to a recent PWC survey, customers value : Speed. 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. Research from Genesys says the use of chatbots has doubled since 2017. Convenience.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

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

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

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

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

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

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. Start with leadership.

Employee engagement 105

Employee engagement Surveys Technology Analytics 105

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

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

Talkdesk

JANUARY 31, 2018

Part of this exercise includes reviewing the results of Deloitte’s 2017 Global Contact Center Survey to see how these executives responded to questions about their priorities for the next couple of years. A lot of the common channels for collecting user feedback are already built into Talkdesk’s contact center platform.

Contact Center 56

Contact Center Customer Experience Surveys Analytics 56

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

aircall

JANUARY 24, 2022

According to the 2017 American Express Customer Service Barometer , 81% of Americans said that businesses were at least meeting, if not exceeding their expectations for customer service, which is nearly 8 of 10. That said, 91% of those surveyed said they preferred brands that offer multiple customer service options. . Account updates.

Call Center 126

Call Center Best practices call center software CRM 126

Verint

JULY 31, 2017

text, phone, email, local branch visit, online survey) are the foundations for today’s VoC strategy planning. The VoC strategy includes requiring that agents ask for customer feedback on 100% of calls that are handled. Management creates a monthly report on the survey results and shares them with each agent. YoY since 2015).

Surveys 28

Surveys Analytics Healthcare Feedback 28

DMG Consulting

DECEMBER 11, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. between 2017 and 2018 (as of July 31, 2019). Artificial intelligence (AI) and predictive analytics are also profoundly impacting the CBCCI market. 12/11/2019. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Clarabridge

DECEMBER 21, 2016

We help our customers listen to survey, social, and interaction feedback. We use advanced analysis, including industry-leading text analytics, to understand what customers are talking about. Clarabridge CEM solutions include: CX Analytics. Learn more about CX Analytics here. Here’s our new CX Survey page.

Analytics 40

Analytics Surveys Feedback Management 40

Clarabridge

DECEMBER 21, 2016

We help our customers listen to survey, social, and interaction feedback. We use advanced analysis, including industry-leading text analytics, to understand what customers are talking about. Clarabridge CEM solutions include: CX Analytics. Learn more about CX Analytics here. Here’s our new CX Survey page.

Analytics 40

Analytics Surveys Feedback Management 40

DMG Consulting

MARCH 31, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The growth rate of this market was 25.4%, surpassing DMG’s 2017 projection of 22%. DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Eptica

SEPTEMBER 13, 2017

Date: Wednesday, September 13, 2017 Taking the 10 steps to CX differentiation. Published on: September 13, 2017. 2 Audit existing projects Thompson outlines seven types of CX projects from collecting feedback and analyzing customer processes, to increasing accessibility and enabling personalization. Share this page on: Tweet.

Best practices 65

Best practices Metrics Analytics Customer centricity 65

Robert Davis

FEBRUARY 7, 2017

On January 26, 2017, we conducted an NPS survey to determine our impact on our client. The survey was a three-question anonymous survey of our client’s contact center site leadership about RCDA’s performance in our support of 10 sites. Post-survey feedback has been validating as well. Conclusion.

Coaching 48

Coaching Consulting Consulting Feedback 48

Eptica

JULY 21, 2019

Gartner believes that while the share of customer service interactions handled by technology will rise (from 49% in 2017 to 85% in 2022), human interactions will not fall by a corresponding proportion. Make listening more complete Most brands use Voice of the Customer (VoC) data and surveys to increase their consumer insight.

Customer Service 58

Customer Service Chatbots Best practices Analytics 58

Avaya

MAY 31, 2018

Historical data, which is often attained using NPS surveys and purchasing history, are useful in providing collaborative measures, but they fall short. The onus is on companies such as Avaya to develop artificial intelligence and analytics platforms that can understand, route and address an immediate customer need. Connect program.

Contact Center 42

Contact Center APIs Analytics Engineering 42

aircall

FEBRUARY 13, 2017

With a fair amount of information and feedback available for them, clients and prospects tend to take their time before buying. No wonder that over 25% of companies with 11 to 25 employees plan to spend more than $5,000 on sales training in 2017. How sales has changed in the past years. For one, sales cycle are getting longer.

Sales 83

Sales Customer centricity Coaching CRM 83

Solvvy

SEPTEMBER 20, 2022

Ability to Collect Real-Time Feedback. After customer service inquiries, chatbots can conduct simple surveys about the experiences. After it was named App of the Year in 2017, Calm’s users increased, and so did its support tickets. Solvvy has resolved more than 300,000 issues since Turo deployed the platform in 2017.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

delighted

JUNE 3, 2021

We surveyed 1,200 shoppers across the US to learn more about their shopping habits and preferences. A consumer survey by Retail Dive in 2017 showed that young shoppers and older shoppers opt to do their shopping in-store, perhaps for different reasons. Which of the pandemic trends will stick?

Advertising 100

Advertising Entertainment Sales Personalization 100

Nicereply

MAY 12, 2020

A 2017 Gallup report found that 88% of employees felt their onboarding experience was poor. Analytics dashboards and internal wiki. BambooHR’s 2017 employee onboarding survey found that 31% of workers have quit a previous job after six months. Ask for feedback about the onboarding experience. Not even close.

Accountability 52

Accountability Healthcare Technology Analytics 52

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. It’s constant practice and instant feedback as you work on your social skills.” – Lior Torenberg, Head of the Conversation Excellence Lab Let’s also bust the myths around introverts and sales.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

JustCall

NOVEMBER 24, 2022

” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. According to Microsoft’s 2017 Global State of Multi-Channel Customer Service report, 97% of consumers say customer service quality assurance is critical to maintaining loyalty.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Insite Managed Solutions

MAY 23, 2013

Customer Feedback: When it comes to improving customer interaction, a whopping 38% of call center managers say that measuring results are one of their biggest challenges. Speech Analytics: Speech analytics measure how a caller feels by analyzing the tone, speed, and loudness of their voice. 2017-11-22T14:53:16+00:00.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Talkdesk

AUGUST 7, 2017

Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . This piece was originally written by Ernest Wong for Opentalk magazine. In order to talk about the future of anything, one must almost always first reflect on its past.

Metrics 40

Metrics Customer Service Upselling Advertising 40

Talkdesk

AUGUST 7, 2017

Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . This piece was originally written by Ernest Wong for Opentalk magazine. In order to talk about the future of anything, one must almost always first reflect on its past.

Metrics 40

Metrics Customer Service Upselling Advertising 40