DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

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Consulting Consulting Marketing Contact Center 48

Fonolo

NOVEMBER 17, 2020

Contact Center Trends 2019. In 2019, contact center superheroes should watch for the plots, characters, and villains within them. Read on about these industry issues and trends so that you can power-up and defy the odds in 2019. Storyline: Gamification. Why Gamification Matters. It’s time to treat them right.

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Contact Center Gamification Call Center Average Handle Time 176

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. AI IS THE HEADLINER FOR 2019.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

TechSee

MARCH 7, 2019

In fact, Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Current approaches to automation in contact centers are mainly focused on structured data, text and voice. Gamification. Building a better VEA.

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Gamification Contact Center Agent Empowerment Self service 104