DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. What: Releases 2018 Robotic Process Automation Product and Market Report. What: Releases 2018 Robotic Process Automation Product and Market Report. When: Today, 1 August 2018. Redwood Software is covered at a higher level.

Consulting 48

Consulting Consulting Marketing Gamification 48

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

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

Fonolo

FEBRUARY 20, 2019

2018 proved that reputation-damaging blunders are more prevalent than ever, their devastating effects amplified by the related complaints and commentary buzzing on social media. It’s also important to ensure that you keep brand managers informed and suggest solutions based upon feedback from customers. Think again. Show Empathy.

Call Center 89

Call Center Management Contact Center Gamification 89

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

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” 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. Look Back! ?

Coaching 54

Coaching Gamification Feedback Personalization 54

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

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

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. Luke was also awarded Victorian Contact Centre Manager of the year 2013. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018.

Transportation 40

Transportation Government Multichannel Consulting 40

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. This Report explores all aspects of these related but distinct IT sectors.

Consulting 48

Consulting Consulting Analytics Marketing 48

Fonolo

NOVEMBER 29, 2018

As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Storyline: Gamification. So many storylines, so little time. Investing in Agents.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Fonolo

OCTOBER 3, 2018

As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. In order to move forward, company leadership should invest in a feasibility study of its procedures to ensure that there are not too many silos or touch-points in between contact center managers and decision-makers.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. 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. When: Today, 21 March 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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

NICE inContact

SEPTEMBER 30, 2019

It’s also important to empower agents with the right tools to manage and track their own analytics in real-time from home. They need a performance management platform that provides them an individual, intuitive dashboard that will alert them immediately if they are off track. Myth #2: Remote work is for startups.

Contact Center 54

Contact Center Gamification Call Center call center software 54

CX Accelerator

APRIL 11, 2018

There is hope for frustrated managers. Above all else, don't let your managers "game the score" That is, don't let them waste time trying to artificially adjust measurements that aren't meaningful for your customers. The first is Karin's book "Winning Well: A Manager's Guide to Getting Results - Without Losing Your Soul."

Customer Experience 140

Customer Experience Wireless Journey mapping Gamification 140

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

Aspect

OCTOBER 19, 2017

We are again focusing on five areas we believe are critical to enable a thriving customer experience center: agent engagement, agent roles and responsibilities, customer experience, workforce management, and interaction management. How do I manage all this change? Insight #3 – Optimizing your Workforce Management Investments.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Livepro

JUNE 19, 2019

livepro’s fourth annual Customer Experience Knowledge Management Forums are back this year bringing you the best and newest trends in Staff Engagement and Artificial Intelligence! Beth has a history of building and managing corporate IT businesses of over 150 technology professionals in IBM and Fujitsu delivering on business outcomes.

Government 75

Government Gamification outsourcing Consulting 75

Robert Davis

NOVEMBER 10, 2018

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. November 13, 2018 – Robert C. ROSWELL, Ga. Contact Information. Gregory Salvato – TouchPoint One, LLC.

Contact Center 48

Contact Center Coaching Gamification Consulting 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. This Report explores all aspects of these related but distinct IT sectors.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

NICE inContact

JULY 25, 2019

Recognition via a performance management program in the workplace can fulfill that need and keep employees around longer. According to a Korn Ferry Poll (2018), 33 percent of professionals selected “I’m bored, need new challenge” as their motivation for moving on to another job. and quality management products.

Call Center 56

Call Center Gamification Coaching Surveys 56

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

DMG Consulting

DECEMBER 11, 2019

between 2017 and 2018 (as of July 31, 2019). The 2019 – 2020 Cloud-Based Contact Center Infrastructure Market Report provides contact center and IT managers with the vendor, product, functional, technical and pricing information they need to select the right cloud-based contact center infrastructure solution for their organization.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JULY 26, 2018

Use gamification to recognize and reward agents for doing a good job. Call Center Quality Assurance Best Practices for Empowering Agents. By Donna Fluss. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right.

Best practices 48

Best practices Call Center Calibration Gamification 48

DMG Consulting

MARCH 9, 2020

DMG’s 16 th annual report on this fundamental contact center sector examines the servicing, business and management mega trends that are driving transformational changes in the contact center, the workforce and the technology that supports them. Many vendors from various IT sectors. Contact center WFO revenue grew by 83.3%, equivalent to a 7.9%

Consulting 48

Consulting Consulting Marketing Contact Center 48

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. 2018-10-03T15:02:59+00:00.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

VocalCom

AUGUST 14, 2017

For example, executives may relay brand goals to the rest of the organization, while managers implement those goals through in-depth training and mentoring of customer service agents. Using creative ways to train agents, such as gamification or fun offsite activities, helps them foster a team spirit and understand brand goals.

Customer Service 48

Customer Service Contact center software Gamification Customer centricity 48

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. Knowledge Management Systems. According to a 2018 Pew Internet Survey, 68% of US adults use Facebook and 24% use Twitter. People love using chatbots for simple tasks.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

DMG Consulting

APRIL 16, 2019

billion for the first half of 2018. AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience. Over the past 15 years, total WFO revenue has gone from $803.4 million in 2003 to approximately $1.7

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

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

DMG Consulting

OCTOBER 4, 2018

Knowledge Management in the Era of AI. The knowledge management (KM) market is experiencing a resurgence, driven by the artificial intelligence (AI) revolution. Gamification techniques are being used to track and reward knowledge contributors and knowledge users. By Donna Fluss.

Management 72

Management Virtual Agent Gamification Technical Support 72

Noble Systems

FEBRUARY 24, 2019

When personnel tenure resembles a revolving door, contact center managers will find themselves trapped in a loop of adding headcount only to watch new hires walk out the door in six months or less. With gamification, the company has transformed its culture into an employee-centric environment.

Gamification 66

Gamification Customer Service Contact Center Employee engagement 66

Noble Systems

MARCH 11, 2019

According to a recent Aberdeen trends analysis, the adoption of cloud technologies rose each year between 2013 and 2018. The cloud contact center provider supplies and manages all the equipment and software. On-premise contact centers require IT resources to setup, manage and maintain the system. Reduce Reliance on IT.

Customer Experience 69

Customer Experience Cloud contact Contact Center Gamification 69

Liveops

MARCH 12, 2020

A 2018 BambooHR study found that roughly one-third (31%) of workers depart their new positions within the first six months. . They may not possess critical skills managers and customers expect them to have—including so-called “soft skills,” such as collaboration and active listening, that can make or break customer relationships.

Education 62

Education Gamification Construction Morale 62

Liveops

SEPTEMBER 2, 2020

A 2018 BambooHR study found that roughly one-third (31%) of workers depart their new positions within the first six months. . people management. More and more organizations are abandoning the whiteboards, classrooms, and clunky learning management systems for distance learning solutions. Their top complaint? Poor preparation.

Education 62

Education Gamification Morale Call Center 62