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

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

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

Noble Systems

DECEMBER 12, 2019

“Noble Systems continues to shine in terms of offering proactive and interactive outbound solutions, but also has staked a solid reputation on offering a complete, integrated portfolio of customer contact applications, with its analytics, AI, workforce engagement and gamification offerings.”

Marketing 80

Marketing Gamification Analytics Customer Care 80

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent 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 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Fonolo

DECEMBER 12, 2018

With this in mind, we’ve rounded up the most important and fascinating CX predictions for 2019, and provided our own thoughts on what they mean and how they will impact businesses in future. Read on as we detail five fascinating CX predictions to inform your 2019 CX strategy. The Top Contact Center Trends to Watch in 2019.

Gamification 116

Gamification Airlines Contact Center B2B 116

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. The past year was excellent for the CBCCI market.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech 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. What: Releases 13th annual Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. The market performed as expected during the COVID-19 health crisis in calendar year 2020.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Strong momentum driving market growth and investment. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

DMG Consulting

JULY 31, 2019

DMG Consulting Releases 2019 Call Tracking Product Report. Improved marketing effectiveness for the digital era. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Call Tracking Product Report .

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Monet Software

JANUARY 24, 2019

We’ve found several pieces online attempting to predict where the contact center industry is headed in 2019. It’s an employee’s market now, and contact centers may have to provide greater incentives to attract top agent candidates. The post What Does the Future Hold For 2019? The internet is great for getting free advice.

Gamification 48

Gamification Self service Contact Center Employee engagement 48

Fonolo

JANUARY 22, 2019

This capability is advantageous for businesses expanding outside their local markets, as it opens up new customer sectors. The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Beyond this advancement, bots now understand hundreds of different languages and can converse in each one.

Chatbots 93

Chatbots Gamification Contact Center Technology 93

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management 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 2020 – 2021 Workforce Management Product and Market Report. QStory Ltd.

Consulting 62

Consulting Consulting Marketing Management 62

Infinity

MAY 25, 2019

Ensuring you’re up to date with the happenings in digital marketing is crucial to staying ahead of the competition in your market. So, it’s no wonder that the Digital Marketing World Forum (DMWF) was packed with eager marketers swarming conferences looking for the latest advice on how to make their digital marketing perform for them.

Marketing 40

Marketing Gamification Surveys Big data 40

Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. ” — Kristyn Emenecker , Executive Leader — Marketing, Strategy, Product, CX. Contact Center Trends 2019. In 2019, contact center superheroes should watch for the plots, characters, and villains within them. Storyline: Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Noble Systems

JANUARY 27, 2019

In the current issue of Banking Strategies, published by the Bank Administration Institute, Noble Systems Vice President of Marketing, Lee Allum, explores how banks and other financial institutions are using “Fintech” – the commonly used nickname for financial technology. Read the full story here.

Banking 75

Banking Analytics Technology Customer Experience 75

Noble Systems

JANUARY 27, 2019

In the current issue of Banking Strategies, published by the Bank Administration Institute, Noble Systems Vice President of Marketing, Lee Allum, explores how banks and other financial institutions are using “Fintech” – the commonly used nickname for financial technology. Read the full story here.

Banking 75

Banking Analytics Technology Customer Experience 75

VHT

OCTOBER 18, 2018

Social media has traditionally been managed by marketing and sales, but once customers establish a relationship with the business via these channels, they want to get service and support there as well. And training that includes gamification and microlearning motivates agents to improve their skills and advance their careers.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech 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. What: Releases 12th annual Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management 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 Contact Center Workforce Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Call Design

DECEMBER 1, 2019

Call Design’s expertise in optimising the workforce has seen them press into the space of gamification as part of this new partnership with Datagamz, a platform designed to entrench and reward good performance among contact centres employees. “At Datagamz Partnership Increases Agent Engagement via Interactive Games.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

DECEMBER 1, 2019

Call Design’s expertise in optimising the workforce has seen them press into the space of gamification as part of this new partnership with Datagamz, a platform designed to entrench and reward good performance among contact centres employees. “At Datagamz Partnership Increases Agent Engagement via Interactive Games.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

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

Serenova

DECEMBER 4, 2019

Executives use this data to make strategic decisions on company direction, marketing, sales and product development. Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. Today, 37.2% of companies have a CCO, up from 25% last year. Another 24.9%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

TechSee

JUNE 25, 2019

This is likely one reason why Oracle found that 80% of sales and marketing leaders say they currently use or plan to deploy chatbots in the near future. AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Playvox

NOVEMBER 16, 2021

The company’s contact center team shifted to a remote workplace just as Sweaty Betty – and the entire athleisure industry – started to see significant market growth. In 2019, the lifestyle brand had 12 customer care agents. More companies are using gamification to train their employees.

Quality management 78

Quality management Management Coaching Contact Center 78

Fonolo

DECEMBER 5, 2018

This number, combined with their claim of “6800 new logos” is the strongest sign that Avaya is gaining market-share. On a generally tough day for the market, investors seemed to like what they saw: That’s quite a dramatic snapshot! For more on Avaya’s road out of bankruptcy, see Avaya Shakes Off Debt, Heading to Public Market.

Gamification 57

Gamification Contact Center Call Center Marketing 57

Fonolo

JANUARY 23, 2019

We continue to see a very active M&A market in the contact center space. That’s good news because the contact market is extremely competitive. And between those three, that’s 70-90% of the market, depending on how you count. The Top Contact Center Trends to Watch in 2019. Vector Capital acquired Aspect Software.

Contact Center 62

Contact Center Gamification Call Center Marketing 62

Transparent BPO

AUGUST 13, 2019

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Training new agents also requires some “toggling” through the use of multimedia, role-playing, and gamification. Conclusion Trends come and go, says Serenova.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Fonolo

JANUARY 17, 2019

IKEA has of late entered the smart home market via ‘smart blinds’ and other products. The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. ” That is: At 75, IKEA has only just begun to become a fixture in our homes. And we’ll be watching. Investing in Agents.

Customer Experience 111

Customer Experience Gamification Contact Center Technology 111

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. But market growth is just a part of the story. THE NEXT ACT.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

ChurnZero

JULY 12, 2019

This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. When it comes to B2B solutions, answers may vary depending on the audience (for example, their growth stage, market they tackle, company size…), but the answers always point to two or three specific providers. It’s a crowded market out there.

Accountability 75

Accountability Metrics Education Marketing 75

TechSee

JUNE 4, 2019

Contact Center Pipeline , the magazine for contact center professionals, reports that the number one challenge for contact centers in 2019 is the lack of suitable desktop tools, especially for CRM and collaboration. Gamification is an immersive, exciting experience that engages and motivates agents. Virtual private tutors.

Call Center 117

Call Center Technology Gamification Coaching 117

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! While customer service is his primary expertise, Nate is able to leverage experience in professional services, marketing and sales to connect dots and solve the big problems. No worries! Here’s the archived version.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40