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

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

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. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Analytics Marketing 48

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 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 2018 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation 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 Robotic Process Automation Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

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. When: Today, 23 May 2018. New-gen solutions are the future of this mature sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 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

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure 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, 4 December 2018.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Monet Software

FEBRUARY 15, 2019

TMC , a global, integrated media company, has named Monet WFO as a 2018 Cloud Computing Excellence Award winner, presented by Cloud Computing Magazine. Monet WFO, Workforce Optimization in the Cloud is a unified suite for contact centers and help desks to automate workforce management, quality management, performance management and analytics.

Quality management 54

Quality management Analytics Contact Center Marketing 54

Infinity

DECEMBER 19, 2018

2018 has seen copious amounts of highs and lows. Without further ado, here’s Infinity’s roundup on marketing in 2018. As mentioned previously, 2018 has seen a turbulent rollercoaster ride of events, political nuances, and economic changes that are dictating the way our customers are spending their money.

Marketing 61

Marketing Big data Customer centricity Education 61

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Management/Leadership Improvements.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Taylor Reach Group

JUNE 27, 2018

With that, here are some of the events taking place in July 2018 (in chronological order) with direct links to each event: Enterprise World 2018: July 10-12, Toronto, ON. OpenText Enterprise World 2018 is the world’s largest information conference. Managing a small contact center is challenging.

Contact Center 48

Contact Center Customer Experience Enterprise Analytics 48

Fonolo

JUNE 7, 2018

We’re about half-way through 2018, and the pace of acquisitions in the call center space has been brisk. It’s interesting that three of the five deals below are related to “analytics” or “intelligence” of customer behavior. That’s emerging as a key frontier in the broader world of customer interaction management.

Call Center 79

Call Center Analytics APIs SaaS 79

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. based customer support managers, directors, VPs, and executives. Team Leaders | Respondents with the job role of Support Team Manager / Leader. Salesforce, Zendesk, Intercom) to manage support team operations. Methodology. Key Takeaways. About This Survey.

Surveys 54

Surveys Customer Support B2C CRM 54

CallSource Insights

MARCH 19, 2019

Digital management should be a priority for companies looking to increase brand awareness, acquire additional customers, and improve their reputation online. Having a solid digital management system in place helps ensure you are viewing the whole marketing journey, delivering content to your consumers in any possible way that they want it.

Advertising 72

Advertising Analytics Marketing Engineering 72

HGS

MAY 9, 2018

Creating Brand Distinction, Optimizing CX with Channel Management. Manager – Business Development. Brand management is the process of recognizing the core value of a particular brand and communicating it to targeted customers, and it is a staple of the market. And what’s absolutely essential to good brand management?

Management 113

Management Brand ambassadors Self service Marketing 113

CSM Magazine

MARCH 3, 2022

SaaS tools have become extremely popular in the project management industry, transforming the way it operates. They don’t only help you save time but even save money in the long-term, something office managers need the most! 5 SaaS tools office managers should be using this year. TravelPerk – best for travel.

SaaS 52

SaaS Management Transportation Analytics 52

Monet Software

MARCH 5, 2018

As we approach the end of the first quarter of 2018, here are four suggestions that can help you deliver a better customer experience. Cutting Edge: Speech Analytics Sure it’s been around awhile, but if you implement a speech analytics solution in 2018 you will still be ahead of the technology curve.

Contact Center 48

Contact Center Coaching Analytics Technology 48

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. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Monet Software

OCTOBER 3, 2018

Los Angeles, October 2 nd , 2018— Monet Software announced today that TMC , a global, integrated media company, has named Monet WFO as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. “We Congratulations to Monet Software for being awarded a 2018 CUSTOMER Magazine Contact Center Technology Award.

Contact Center 48

Contact Center Technology Quality management Engineering 48

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Engineering 74

Engineering Metrics Technology Employee engagement 74

Taylor Reach Group

MAY 24, 2018

With that, here are some of the events taking place in June 2018 (in chronological order) with direct links to each event: The 2018 Canadian Telecom Summit: June 4-6, Toronto, ON. 2018 SWPP Annual Conference: June 4-6, Nashville, TN. Big Data & Analytics for Retail Summit : June 6-7, Chicago, IL.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

DMG Consulting

OCTOBER 16, 2018

What’s New with Workforce Management? 2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. These interfaces are delivering enhanced tools that engage agents and give them the autonomy to become active participants in managing their own work-life balance.

Management 83

Management Contact Center Finance Consulting 83

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

Journey mapping 72

Journey mapping Contact Center Enterprise Personalization 72

CSM Magazine

MARCH 1, 2022

Calabrio, the customer experience intelligence company, announced today that Cazoo, the UK online car retailer, is utilising its workforce management (WFM) solution to automate the planning of the company’s rapidly expanding contact centre workforce. Cazoo’s frontline workforce has over doubled in size since implementing the WFM software.

Management 59

Management Multichannel Finance Employee engagement 59

Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. ” – 2018 Call Center Industry Report Reveals Call Center Innovation Lagging , Globe Newswire; Twitter: @GlobeNewswire , @Liveops. Sales Pursuits.

Call Center 207

Call Center outsourcing Contact Center Finance 207

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Leverage the Power of Knowledge Management System . Well-structured and Optimized CX Analytics .

Customer Experience 161

Customer Experience Scripts Self service outsourcing 161

Babelforce

DECEMBER 2, 2021

In this post: The benefits of CX management Where should you start with CX management? The sub-disciplines of CX management Become a CX diplomat How to side-step the mistakes of CX management Building better customer experiences. Management, alternatively, is a process of action. The benefits of CX management.

Customer Experience 52

Customer Experience Management Journey mapping Morale 52

Clarabridge

MAY 9, 2018

Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. They put it best when wrapping up with this beautiful summary: Investigative analytics will lead you to the most intriguing clues, combine them to create a good story, and then use great visualizations to communicate that story clearly.

Journey mapping 40

Journey mapping Best practices Contact Center Feedback 40

Revation Systems

MARCH 13, 2018

LinkLive’s Spring 2018 Release features both text-to-speech (TTS) and speech-to-text (STT) capabilities, which are designed to help organizations in various sectors simplify engagement and bolster positive relationships. An additional benefit of this new chatbot is the elimination of audio and wave file management.

Chatbots 48

Chatbots Banking Contact Center Healthcare 48

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. Luke was also awarded Victorian Contact Centre Manager of the year 2013. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018. Topic: ‘Using Analytics to improve Customer Experience’.

Transportation 40

Transportation Government Multichannel Consulting 40

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. These changes have started to take shape in recent times and chatbots are expected to evolve even further in 2018. Artificial intelligence is not meant for just a few big companies. Enhanced conversations.

Chatbots 50

Chatbots Big data Technology Advertising 50

Taylor Reach Group

MARCH 26, 2018

With that, here are some of the events taking place in April 2018 (in chronological order) with direct links to each event: Ecommerce Operations Summit April 3 – 5, Columbus, OH. Smart Customer Service 2018 April 9 – 11, Washington, DC. CRM Evolution 2018 – Conference and Expo April 9 – 11, Washington, DC. This is it.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51