DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. When: Today, 3 January 2018.

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. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. When: Today, 4 December 2018.

Consulting 48

Consulting Consulting Contact Center Marketing 48

CSM Magazine

DECEMBER 12, 2019

Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. There’s a reason for that: Retail sales hit a record of $6 trillion in 2018, according to the U.S. The following are a few approaches that have worked successfully for many of my clients: Review/revise your IVR.

Interactive Voice Response 52

Interactive Voice Response Customer Experience APIs Average Handle Time 52

Fonolo

JANUARY 31, 2018

This is the latest in their “Inner Circle” series which is based on industry surveys. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 59

Interactive Voice Response Surveys Customer Experience Self service 59

DMG Consulting

DECEMBER 10, 2019

The first half of 2019 showed strong revenue performance for the WFO sector, building on the positive momentum of 2018. million in the same period in 2018. million in first-half 2018 to $963.7 Total company GAAP revenue for the WFO market in the first half of 2019 was $1,829.0 million, up from $1,685.1 This increase of $143.9

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Fonolo

NOVEMBER 17, 2020

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. Which Topics Are Most Important for Your Customer Service Department in 2017?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

DMG Consulting

JUNE 12, 2019

The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2018. 2018 was a very good year for the WFO market, with full-year total company GAAP revenue of $3,609.8 higher in 2018 than 2017, increasing by $200.1 compared to 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 48

Interactive Voice Response Multichannel Banking Surveys 48

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 48

Interactive Voice Response Surveys Customer Experience Self service 48

DMG Consulting

DECEMBER 11, 2019

between 2017 and 2018 (as of July 31, 2019). Vonage, who acquired NewVoiceMedia in November 2018, is covered at a high level. Growing demand is being driven by the classic CBCCI benefits as well as innovation being delivered by the vendors who are striving to differentiate themselves in a crowded market.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 9, 2020

million, and by the end of 2018 (the most recent period for which full-year data is available), revenue had reached $1,855.2 The contact center WFO market has seen amazing growth over the past decade. The market began the 2010’s with contact center WFO revenues of $1,012.1 Contact center WFO revenue grew by 83.3%, equivalent to a 7.9%

Consulting 48

Consulting Consulting Marketing Contact Center 48

TechSee

APRIL 10, 2019

A company-wide customer-centric culture essentially places the customer at the heart of the organization, ensuring a positive experience both pre-sale and post-sale. Customer-centricity has been proven to drive repeat business, increase customer loyalty and boost profits. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018. The KM market has come alive in 2018.

Consulting 48

Consulting Consulting Marketing Management 48

Pointillist

MARCH 1, 2019

This is the first step to improve first call resolution rates, reduce call center volumes and build successful digital customer interactions that don’t lapse into voice calls. But how exactly will customer journey analytics work in a call center operation? How many customers took that path?

First call resolution 75

First call resolution Call Center Self service Analytics 75

Pointillist

MARCH 1, 2019

This is the first step to improve first call resolution rates, reduce call center volumes and build successful digital customer interactions that don’t lapse into voice calls. But how exactly will customer journey analytics work in a call center operation? How many customers took that path?

First call resolution 40

First call resolution Call Center Self service Analytics 40

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. We started by discussing the dramatic changes in how people interact with companies they do business with – and how their definition of excellent service continue to rise.

Quality management 18

Quality management Management Average Handle Time Chatbots 18