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

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. When: Today, 28 August 2019.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. When: Today, 5 June 2019. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

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. 12/11/2019. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Monet Software

JANUARY 24, 2019

We’ve found several pieces online attempting to predict where the contact center industry is headed in 2019. The economy has been thriving, and those industries that rely on sales are seeing better numbers – but more customers means more questions, orders and occasionally complaints, most of which are handled by the contact center.

Gamification 48

Gamification Self service Contact Center Employee engagement 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. When: Today, 3 October 2019. OnviSource is covered at a high level.

Consulting 48

Consulting Consulting Marketing Gamification 48

Fonolo

JANUARY 22, 2019

In the end, chatbots are simply there to help, to speed up the sales process, and to lighten the load of the customer service representative and/or contact center agent. The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Become a contact center super hero in record time!

Chatbots 93

Chatbots Gamification Contact Center Technology 93

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. When: Today, 23 May 2019. Botanic Technologies and Capito.ai

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 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. The vast majority of sales were to existing contact centers that were being migrated to the cloud.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. AI-enabled solutions fueling interest and accelerating sales. These advancements are fueling interest in speech analytics and accelerating sales of new and replacement solutions.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. The WFM sector has never been healthier; most of the growth is from sales to contact centers, but adoption of WFM solutions is picking up in branches and back offices.

Consulting 48

Consulting Consulting Marketing Management 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

Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. 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.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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. For example, screen pops can recommend when to ask for a sale or escalate to a supervisor.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

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

Fonolo

DECEMBER 13, 2018

Since most companies can anticipate a significant peak in sales during the final few months of the year, they can also anticipate a spike in customers, and in turn, a big increase in service requests. You’ll be grateful to have all of this in place when the sales start pouring in! The Top Contact Center Trends to Watch in 2019.

Customer Service 113

Customer Service Call Center Gamification Self service 113

DMG Consulting

SEPTEMBER 30, 2021

billion in 2019. While the increase between 2019 and 2020 was relatively modest, given the pandemic, maturity of this sector, and migration from a predominantly on-premises sales model to a cloud annual recurring revenue (ARR) model, this performance is good. billion in 2019. million in 2019 to $810.0 million, 29.6

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

TechSee

JUNE 25, 2019

billion, and sales process recommendation and automation, which attracted $2.7 For example, an angry customer might be routed to the customer retention team, and a happy, satisfied customer might be routed to the sales team to be pitched a new product or service. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Fonolo

JANUARY 10, 2019

By outsourcing your call center, you can focus on other activities like production, sales, and distribution. The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Flexibilities. Become a contact center super hero in record time! Investing in Agents. Voice-Powered Technology (VPT).

outsourcing 103

outsourcing Call Center Gamification Contact Center 103

DMG Consulting

APRIL 15, 2020

Calabrio has two WFM solutions included in this analysis: Calabrio WFM, their legacy product, and Calabrio Teleopti WFM, based on their acquisition of Teleopti AB in June 2019.). It features 4 leading WFM vendors – Aspect, Calabrio, NICE, and Verint – and 5 WFM suites. QStory Ltd. is covered at a higher level. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Marketing Management 62

Infinity

MAY 25, 2019

Because of this, it was emphasised that CX needed to remain a priority in 2019. This could be from payments, sales, support, or even HR. Growing your customer base with gamification. One method we discovered at #DMWF is gamification. Turn big data into business insights. “ Are consumers becoming numb to marketing tactics?

Marketing 40

Marketing Gamification Surveys Big data 40

Fonolo

JANUARY 17, 2019

Wired predicts that “2019 is on track to be the year that IKEA becomes a major smart-home player by playing to its strengths in brick-and-mortar stores, building online sales and leveraging tech partnerships with the likes of Sonos, Apple and Xiaomi.” The Top Contact Center Trends to Watch in 2019. It’s forever young.

Customer Experience 111

Customer Experience Gamification Contact Center Technology 111

Liveops

FEBRUARY 28, 2019

What did Liveops win at the 2019 Stevie Awards? Our certification programs set Liveops apart from other providers with a variety of self-paced learning approaches including social tools and gamification programs to optimize agent performance. Read the press release here. Liveops sources the best U.S. Read more news from Liveops.

Gamification 18

Gamification Contact Center Call Center Virtual Agent 18

DMG Consulting

MARCH 31, 2017

DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

in 2018, 23% in both 2019 and 2020, and 21% in 2021. The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC. This represents only 11.4% DMG predicts that the number of seats will grow by 22% in 2017, 22.5%

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

OCTOBER 18, 2017

DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021. An even greater opportunity exists for vendors to deliver solutions that are cloud-based and address both speech and text interactions.

Consulting 48

Consulting Consulting Analytics Marketing 48

NobelBiz

AUGUST 18, 2020

Back in late 2019, on our very first podcast episode, he went into how he likes to show up for his people. Just because you’re good at sales, doesn’t mean you’re good at running a sales team. Make Work Fun with Gamification Call centers aren’t fun environments, usually. And I couldn’t agree more. Make it a competition.

Call Center 52

Call Center Management Gamification virtual call center 52

DMG Consulting

APRIL 16, 2019

AI IS THE HEADLINER FOR 2019. Predictive analytics can be used to understand what customers need and want, and then kick off real-time agent guidance, next-best-action recommendations, or optimal marketing/sales offers. The remaining agents will handle sensitive and complex service and sales situations. THE NEXT ACT.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers resulting in increased customer satisfaction, productivity and cost savings.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

ChurnZero

JULY 12, 2019

Two important components in gamification are surprise and delight. A Day in the Life of a CSM Using ChurnZero Wednesday, July 17, 2019 2:00 – 3:00 PM EDT. But I only access such services when required. For some applications, it’s hard to impact the daily routine of their users. Your roadmap can partially influence that.

Accountability 75

Accountability Metrics Education Marketing 75

CustomerSuccessBox

MAY 11, 2021

SalesScreen is a global sales platform with Headquarters in Oslo, Norway. SalesScreen combines gamification with data visualization to keep modern sales teams motivated and engaged. Today, SalesScreen platform is being used by thousands of sales teams across the world. And as per the Harvard Business School report.

SaaS 52

SaaS Gamification CRM Accountability 52

Comm100

NOVEMBER 23, 2020

It’s intuitive and designed so well for managing customer support tickets” Freshdesk also gets points for its gamification features that help increase agent productivity. With a Marketing Hub, Sales Hub, and CMS Hub, under their belt, they recently made their move into the help desk field with the launch of their Service Hub.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52