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

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

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

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

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

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? In summary: Call Recording + Quality Management = Cost Savings. The result to the bottom line?

Quality management 40

Quality management Management Scripts Call flow 40

Verint

APRIL 12, 2018

I recently met with two leaders from the cruise line, and they shared insights and experiences on how they drive customer engagement—while adding real value to their organization by leveraging some of the latest analytics and automation capabilities. These calls had the highest average handle time (AHT)—more than 19 minutes per call.

Analytics 31

Analytics Average Handle Time Quality management Coaching 31

DMG Consulting

MARCH 1, 2019

The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 percent of the total company GAAP revenue in the WFO suite market in the first half of 2018, each experienced strong revenue growth. Total company revenue for the WFO market in the first half of 2018 was $1.685 billion, up $101.7

Marketing 84

Marketing Contact Center Analytics Enterprise 84

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You rely on outdated analytics and business success metrics. You have a limited workforce optimization strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

DMG Consulting

SEPTEMBER 4, 2020

However, once companies stabilize and start investing in technology again, DMG expects a few of the WFO applications, specifically workforce management and speech analytics, to attract significant attention, due to their contributions and benefits in helping companies deal with COVID-19. million in 2018 to $3,838.6

Contact Center 87

Contact Center Analytics Consulting Consulting 87

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 Virtual Agent Marketing 48

Avaya

JUNE 18, 2018

The latest workforce optimization offerings can help you take advantage of digital technologies like analytics and automation to achieve a competitive edge. GDPR went into effect in May 2018 to protect European Union (EU) citizens’ data and privacy. There are two types of Speech Analytics applications. Comply with GDPR.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Enghouse Interactive

SEPTEMBER 10, 2020

Whichever category you sit within, the call recording market is evolving whether this is through legislation or new technologies that will revolutionise the quality management space. Customer Journey analytics. As it is still a new technology, customer journey analytics is primarily being used by large enterprises today.

Analytics 40

Analytics Quality management Enterprise Marketing 40

Serenova

AUGUST 11, 2020

A 2018 research study found that customers will pay up to 16% more for products and services they deem to provide a superior customer experience. CxEngage Quality Management. These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

DMG Consulting

MARCH 31, 2017

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. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 8, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021. When: Today, 10 May 2017. To order, visit www.dmgconsult.com.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Enghouse Interactive

DECEMBER 5, 2018

2018 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. Real Time Speech Analytics will Evolve into an Agent Coaching Tool. The capabilities of real time speech analytics (RTSA) technology are expanding all the time.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

DMG Consulting

MAY 25, 2018

Contact Center Quality Assurance is Essential in All Channels. A great way to address both of these issues is to transition to analytics-enabled QA (AQA). By Donna Fluss. There’s a great TV commercial about what happens when consumers insure only 3 quarters of a car.

Contact Center 48

Contact Center Analytics Enterprise Management 48

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. billion for the first half of 2018. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Vonage

JANUARY 30, 2019

Aligning Quality Management With Customer Experience. Additionally, quality insights need to scale which is why the introduction of interaction analytics makes such a transformational impact. The final prediction for 2018 is that contact centres will start to embrace emotion management as a leadership discipline.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Serenova

AUGUST 11, 2020

A 2018 research study found that customers will pay up to 16% more for products and services they deem to provide a superior customer experience. CxEngage Quality Management. These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

Enghouse Interactive

AUGUST 16, 2018

Monitor and measure across channels – Make sure you offer channel options to your customers but also measure and monitor across these channels using quality management, screen recording, speech analytics etc. Download the Contact Babel UK Customer Experience Decision Makers Guide .

Customer Experience 40

Customer Experience Self service CRM Interactive Voice Response 40

NICE inContact

NOVEMBER 9, 2018

Consider a quality management solution that will let you observe agents as they interact with customers and allow you to score interactions using a standardized evaluation form and to provide systematic coaching and teaching. Older systems often don’t provide convenient access to KPI metrics. Empower your Agents.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Avaya

JANUARY 26, 2018

The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018. Voice analytics : Proactively identify, measure and isolate areas of non-compliance by mining intelligence from large volumes of recorded calls.

Government 51

Government Coaching Contact Center Quality management 51

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.).

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.).

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40