DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. When: Today, 8 August 2018. Where: Available at the DMG Consulting online store.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. When: Today, 26 September 2018. DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022. AI-enabled solutions fueling interest and accelerating sales.

Consulting 48

Consulting Consulting Analytics Marketing 48

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person. Storyline: Gamification. Contact Center Trends 2018.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Taylor Reach Group

DECEMBER 21, 2017

As we remove the plastic wrappings from our new calendars and start neatly recording upcoming events and plans, we’re inspired to make 2018 the best year ever. Supervisors and managers in your organization are having the same thoughts—they want to make 2018 the best year ever, for themselves and their people. Give Feedback!

Coaching 54

Coaching Gamification Feedback Personalization 54

DMG Consulting

JULY 26, 2018

If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months. If possible, have the lead QA person deliver this module so new agents get acquainted with them.). By Donna Fluss.

Best practices 48

Best practices Call Center Calibration Gamification 48

inmoment

NOVEMBER 8, 2018

Our 2018 Retail CX Trends study asked consumers whether a “recent, enjoyable” shopping experience occured at a physical store, digitally, or through a combination of physical and digital. In looking at both the quantitative and qualitative data, we saw a interesting story emerge. 2 was Personalization. Coming in at No.

Gamification 45

Gamification Feedback Personalization Surveys 45

Calabrio

AUGUST 7, 2019

for the last five years according to S&P Global—selected Calabrio in 2018 to power its workforce optimization (WFO) initiative, we were excited. ICCU invites agent representatives from each team to weigh in on important decisions, such as adherence goals, uses of gamification, scheduling policies, new program rollouts, etc.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75