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

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

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

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

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

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

Stanford University conducted a two-year study where they surveyed 500 remote workers and those who worked in a conventional workplace. It’s also important to empower agents with the right tools to manage and track their own analytics in real-time from home. Myth #1: Remote work decreases productivity and increases attrition.

Contact Center 54

Contact Center Gamification Call Center call center software 54

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

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. Recognition via a performance management program in the workplace can fulfill that need and keep employees around longer. Challenges can consistently be given through gamification tools.

Call Center 56

Call Center Gamification Coaching Surveys 56

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

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

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

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

Noble Systems

FEBRUARY 24, 2019

Findings from Mercer Consulting’s Contact Center Survey indicate that non-challenging work, lack of recognition, no career growth or development and inflexible working environment are dominant contributors to high turnover. Mercer’s survey results revealed that 6.2% Agent attrition is a virus. quit within 61-90 days; and another 8.2%

Gamification 66

Gamification Customer Service Contact Center Employee engagement 66

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. . Approximately 76% of employees surveyed cited a lack of proper onboarding as their reason for leaving , saying they felt overwhelmed, under-qualified, and under-appreciated. people management. creativity.

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. . Approximately 76% of employees surveyed cited a lack of proper onboarding as their reason for leaving, saying they felt overwhelmed, under-qualified, and under-appreciated. people management. creativity.

Education 62

Education Gamification Morale Call Center 62

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? Motivate also encourages a sense of friendly competition that helps to motivate staff.

Customer Experience 48

Customer Experience Best practices Interactive Voice Response Gamification 48

Fonolo

FEBRUARY 19, 2019

We’ve been tracking it by regularly looking at different statistics and surveys from industry reports. We tip our hat to the managers that face the day-to-day challenge of hiring agents and keeping them in good spirits. The Anatomy of a Successful Contact Center Manager [Infographic]. Call Center Cloud Conversion Continues.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

JustCall

AUGUST 10, 2022

Aircall Pros Aircall Cons The support team and account managers are helpful Users need a good quality internet connection or else the communication quality can suffer The power dallier feature is by far the best component Cost is steep; it is particularly expensive for per-user plans Great analytics and reporting capabilities.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

CrazyCall

JULY 4, 2019

If you want to get familiar with more metrics that are valuable to track in regards to how well your customer service team operate check out our 4-part section of TOP 20 Call Center Metrics Managers Can’t Ignore. The consistency that has to be applied across your whole customer service team including each and every rep and manager.

Customer Service 66

Customer Service Interactive Voice Response Metrics Gamification 66