2020 Analytics CRM Quality management 
DMG Consulting
SEPTEMBER 30, 2021
The market performed as expected during the COVID-19 health crisis in calendar year 2020. Total revenue for all companies that sell WFO suites on a generally accepted accounting principles (GAAP) basis in 2020 was $3.94 In 2020, total contact center WFO revenue was $2.08 million in 2020. billion, up 2.7 percent from $3.84
Hodusoft
JUNE 17, 2021
For attracting and retaining customers, many businesses use call recording for adequate quality control. billion USD in 2020. Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. What do our customers say.
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Enghouse Interactive
JUNE 25, 2021
And the mean staff attrition rate in the sector during 2020 was 20% according to Contact Babel research. Quality management. Quick action by managers can then stop them developing into larger problems for the agent. Real-time speech analytics. Increased employee retention.
Enghouse Interactive
FEBRUARY 9, 2021
Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. Integration with the CRM further enhances the process by providing complete customer information, reducing the frustration of repeated requests for basic information every time a customer interacts with the organization.
DMG Consulting
OCTOBER 13, 2021
DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2021–2022 Cloud-Based Contact Center Infrastructure Product and Market Report. When: Today, 13 October 2021. Where: Available at the DMG Consulting online store. Background: .
DMG Consulting
MAY 6, 2022
The future of contact center technology, systems, and applications is in the cloud, even though the adoption rate of CBCCI seats was only 17 percent as of the end of calendar year 2020 (based on DMG Consulting’s “2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report”).
Enghouse Interactive
JULY 29, 2021
of business executives (2020 NTT/DiData Customer Experience Benchmarking Study), see the customer experience that their organizations provide as a key differentiator and the number one indicator of their overall strategic leadership. All calls can (and should) be linked with the caller’s profile within the CRM system for optimal benefits.
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