DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.

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. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 4 December 2018.

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. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

DECEMBER 10, 2019

Mid-Year Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. million in the same period in 2018. 11/12/2019.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 16th annual Contact Center Workforce Optimization (WFO) Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The number of CBCCI seats in the market grew by 20.1% 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Creative Virtual

APRIL 22, 2020

By Mandy Reed, Global Head of Marketing. Each version of the report breaks down the results of a survey conducted with 1,000 consumers in that country on their expectations of a good customer experience. The UK survey found a similar noteworthy increase in responses from the 2018 survey for AI/self-service.

Self service 52

Self service Customer Experience Virtual Agent Chatbots 52

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Contact Center 48

3CLogic

JANUARY 24, 2024

Are they met by long wait times and low-performing agents? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 Solving Complex Inquiries Enhancing your self-service with intelligent virtual agents will drive personalized experiences.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Interactions

JULY 2, 2020

Agencies are reliant on live agents to drive revenue meaning that hiring, retaining, and training agents to keep pace with the changing market is a top priority. Collection agencies are no different and require the optimization of business processes to meet ever-changing customer preferences and market requirements.

Virtual Agent 77

Virtual Agent Contact Center Accountability Technology 77

Interactions

JULY 2, 2020

Agencies are reliant on live agents to drive revenue meaning that hiring, retaining, and training agents to keep pace with the changing market is a top priority. Collection agencies are no different and require the optimization of business processes to meet ever-changing customer preferences and market requirements.

Virtual Agent 62

Virtual Agent Contact Center Accountability Technology 62

DMG Consulting

FEBRUARY 15, 2018

Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well. The market is a few years from reaching this level of maturity, but early adopters of IVA solutions are realizing great benefits, even though they are expensive. By Donna Fluss.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

Creative Virtual

JUNE 11, 2019

The event also witnessed the participation of market leaders in an array of fields. Creative Virtual sponsored the event as the CX Product Leader Partner. Taking up the dais, Shantanu began with a pun and jest before drawing the audience’s attention towards losses incurred in the market due to fallacies.

Chatbots 40

Chatbots Virtual Agent Self service Best practices 40

JivoChat

JUNE 7, 2021

Your market is competitive, and great customers come with great expectations. Numbers from a 2018 survey indicate that 4 out of 5 consumers actually wish businesses texted them more, so you’re sure to find many customers opting-in to this type of customer interaction. It’s a fact: your customers are the heart of your business.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

JustCall

AUGUST 10, 2022

Intelligent routing – Calls can be routed based on caller data, IVR selections, agent skills, calling hours, and so on. AI agent – An NLP-enabled virtual agent can be deployed to support customers. Agent assist – It provides real-time agent help to improve customer interaction quality.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. billion for the first half of 2018. THE NEXT ACT.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition. Set Your 2018 Business Priorities with CCW Digital’s Winter Report.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40