Fonolo

MAY 17, 2017

UPDATED: February 2020. Handpicked related content for you: Top Customer Service Conferences in 2020. An Interactive Voice Response System (IVR). In the 21st Century, you’re more likely to be eaten by a shark than to find a call center without an Interactive Voice Response System or IVR.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

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. 12/11/2019. Strong and innovative sector with sustained growth and momentum.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 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 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

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

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 3 March 2020. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

Consulting 62

Consulting Consulting Contact Center Gamification 62

TechSee

DECEMBER 16, 2021

Digital-first interactions Helping customers from afar is nothing new. According to a 2020 report by the World Economic Forum , 84% percent of employers planned to digitize their processes, with the aim of transitioning 44% of their employees to work remotely.

Call Center 124

Call Center Self service Gamification Contact Center 124

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. There’s no substitute for a human voice when you have a complex problem. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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

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

Hodusoft

FEBRUARY 9, 2022

2020-21 saw most contact centers make a shift to cloud contact center software. Moving past the contact center technology trends 2020 , they will have to cater to this demand for omnichannel service. As a game-changer, analytics also occupies a pivotal position in call center trends 2022. . AI technology. Video chat .

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

DMG Consulting

OCTOBER 17, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG expects RPA revenue to increase by at least 125% in 2020 and 2021, and 100% in each of the three years 2022, 2023 and 2024. When: Today, 3 October 2019. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 29, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in both 2019 and 2020, and 21% in 2021. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Enghouse Interactive

FEBRUARY 9, 2021

Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Chatbots simplify and optimize issue resolution. planned, 48.4% AI-Enabled Self Service (34.8%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

DMG Consulting

MARCH 31, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. What: Releases 2017 Contact Center Workforce Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. What: Releases 2018 – 2019 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

3CLogic

JANUARY 5, 2022

While many contact centers made the switch to a distributed workforce in 2020, it was predominantly seen as a temporary situation. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. Advanced Speech Analytics Will Enable Targeted Coaching.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

NobelBiz

MAY 9, 2023

Utilize IVRs or agentless seats to manage and distribute inbound traffic to the proper department. billion in 2020 and is expected to grow at a compound annual growth rate (CAGR) of 37% from 2021 to 2028. Gamification is one of the most effective training methods that fosters both loyalty and efficiency.

Best practices 98

Best practices Call Center Gamification Contact center software 98

JustCall

FEBRUARY 5, 2020

With 2020 opening up, the education industry is all set to witness more advancements. Integrating it with CRM or the analytics platform will help you manage your customer profile and notify the sales team of any upselling or cross-selling opportunity. Freshdesk also offers a gamification system called Freshdesk Arcade.

Education 84

Education CRM Sales Accountability 84

Nicereply

JANUARY 18, 2023

Why you should use help desk software Help desk software typically comes with a set of helpful features (like ticket automation, SLA management, analytics and reporting, self-service capabilities, etc.) that make things easier for both – support agents and customers. Besides, Zoho Desk integrates with all of Zoho’s other business apps.

Self service 52

Self service Analytics Enterprise APIs 52

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. Voice of The Customer. Gamification. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing.

Management 86

Management Gamification Quality management Schedule adherence 86

Noble Systems

FEBRUARY 10, 2021

Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. In response, companies must renew their focus on delivering the best possible customer experience every time, and across all touchpoints. Self-serve is the new “preferred” service.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76