DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. Contact Center Trends 2018. Here are trends for 2018 that are sure to shake up the industry. Companies have realized that the customer experience directly affects loyalty and, accordingly, the trend is expected to continue in and beyond 2018. Consistency Across Multi-Channel is a Top Challenge.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

NICE inContact

SEPTEMBER 30, 2019

Stanford University conducted a two-year study where they surveyed 500 remote workers and those who worked in a conventional workplace. Here’s why: In 2018, there was nearly five billion dollars in cost savings for U.S. Customizable agent profiles and gamification can help create a virtual community among remote contact center agents.

Contact Center 54

Contact Center Gamification Call Center call center software 54

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Challenges can consistently be given through gamification tools.

Call Center 56

Call Center Gamification Coaching Surveys 56

DMG Consulting

MARCH 31, 2017

DMG’s tenth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of vendors, products, pricing and best practices for this IT sector. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. For more information, visit www.dmgconsult.com.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Vonage

MARCH 26, 2018

In fact, Forrester’s most recent CX Index survey revealed that emotional experience makes up half of the “CX equation” — far outweighing the variables of efficiency and effectiveness (Can the customer achieve their goal? Contact Accelerator also helps sales teams follow best practices.

Customer Experience 48

Customer Experience Best practices Interactive Voice Response Gamification 48