DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. When: Today, 23 May 2018. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Knowledge Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Government Construction 59

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

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

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. in 2018, 23% in both 2019 and 2020, and 21% in 2021. 11/30/2017. This represents only 11.4%

Consulting 48

Consulting Consulting Contact Center Marketing 48

ShepHyken

DECEMBER 20, 2019

Salesforce conducted a survey in 2018. 80% of customers think the experience that a company provides is just as important as its products and services. • 57% of customers have taken their business to a competitor due to unsatisfactory customer service. • 67% would pay more for a better customer experience.

Customer Experience 207

Customer Experience Customer retention Analytics Contact Center 207

Nicereply

MARCH 23, 2021

Manage the contact with the customer ever step of the way. What we are doing today should always be something that would make the customer want to come back the next time – every time! Shep Hyken (@Hyken) February 1, 2018. Customer Service Experts, Writers, Consultants, and Influencers. Customer Service Podcast Hosts.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines. Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

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.”. About: We are huge fans of ContactBabel.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. 2 for Companies.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

Answer Dash

MAY 7, 2018

Brands with effective omnichannel engagement programmes keep 89% of customers,” ( Aberdeen Group ). Customer Experience Capabilities “For 75% of B2B organizations and 40% of B2C organizations, customer experience management is still an immature capability with a fragmented, uncoordinated approach and no clear leader,” ( Gartner ).

Customer Experience 54

Customer Experience B2C B2B SaaS 54

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

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

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Interactions

MARCH 20, 2019

Therefore, a customer’s experience with your company means everything. And that experience is dictated by customer care. The conversation during a two-minute call with a company can make or break a customers loyalty forever. Simply put, customers want a quick, effective solution. Conversational.

Customer Experience 67

Customer Experience Customer Service Customer Care Self service 67

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

COPC

OCTOBER 10, 2017

The report also features a must-read special commentary by Liliana Petrova, director of customer experience at JetBlue Airways. While this year’s survey provided more than a few surprises, there were none more pressing than the four-year overview of how consumers see the customer care department.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

CSM Magazine

JANUARY 19, 2018

“That doesn’t mean call centers and brick-and-mortar stores are no longer relevant; in fact, personalized assistance via phone, app and face-to-face are still critical to customer satisfaction.”. The 2018 U.S. Wireless Customer Care Full-Service Performance Study—Volume 1 and the 2018 U.S.

Wireless 49

Wireless Customer Service Telecommunications Customer Care 49

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

CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Aspect

DECEMBER 4, 2018

If you don’t stop and pay attention to what they want, and what they don’t want, you could miss out – miss out on new customer acquisition, miss out on current customer retention, miss out on future business. The 2018 Aspect Consumer Experience Index survey is a look around at the new rules customers have for brand interaction.

Customer Service 48

Customer Service Customer retention Surveys Customer Experience 48

Fonolo

NOVEMBER 29, 2017

Ultimately, every call center needs to make decisions from the perspective of their customers. Here are trends for 2018 that are sure to shake up the industry. A Focus on Customer Experience Strategies. This is a challenge for companies today and it will only get tougher in 2018. 9 Critical Contact Center Trends for 2018.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

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

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. Both in 2018 and 2019, we polled CCW attendees about the critical issues they’re facing in two overarching categories: agent challenges and operational challenges.

Contact Center 62

Contact Center Coaching Scripts Management 62

Tethr

JANUARY 7, 2019

When we talk to companies that have prioritized reducing customer effort in their contact center, they tell us that they love the book and believe in the approach, but also that they have trouble proving that their strategies are working.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Tethr

JANUARY 7, 2019

When we talk to companies that have prioritized reducing customer effort in their contact center, they tell us that they love the book and believe in the approach, but also that they have trouble proving that their strategies are working.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

C3Centricity

MAY 25, 2020

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management. Get Answers.

Technology 77

Technology Big data Analytics Personalization 77

Creative Virtual

JUNE 11, 2019

He sought heed on the loss of thousands of crores of rupees due to bad customer experience the previous year (2018) in addition to the year before that. In his presentation, he emphasized the importance of providing a delightful customer experience.

Chatbots 40

Chatbots Virtual Agent Self service Best practices 40

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

delighted

JUNE 29, 2021

In August 2018, Hollywood producer Jeffrey Katzenberg and former CEO of HP Meg Whitman co-founded the company Quibi, a video platform meant exclusively for mobile viewing. Or, try searching for hashtags on Twitter to hone in on topics your target customers care about most. An example of missed product/market fit.

Marketing 95

Marketing SaaS Metrics Transportation 95

airespring

APRIL 16, 2018

According to “The State of the Deal,” a survey and report by Deloitte LLP, technology companies merging with telecommunications providers is cited as one of the strongest trends. Here, we have tried to provide some insights that may help you fulfill your plans for success through the rest of 2018. What About AireSpring?

Telecommunications 48

Telecommunications Healthcare Enterprise Engineering 48

airespring

APRIL 16, 2018

According to “The State of the Deal,” a survey and report by Deloitte LLP, technology companies merging with telecommunications providers is cited as one of the strongest trends. Here, we have tried to provide some insights that may help you fulfill your plans for success through the rest of 2018. What About AireSpring?

Telecommunications 48

Telecommunications Healthcare Enterprise Engineering 48

Provide Support

APRIL 21, 2018

What skills are needed for a great customer service? There is a long-running debate over which set of skills is more important for a customer service rep, soft skills or technical skills. A balanced approach to training both types of skills is what gives best results in customer support. Published in Provide Support Blog , 2018.

Customer Service 45

Customer Service Customer Support Customer Care Surveys 45