DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. It provided all the right metrics to report to the management team.”.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

CSM Magazine

DECEMBER 2, 2020

As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. By far the biggest takeaways from 2020 are: Remote work is here to stay – the pandemic has finally ended the decade-long debate on remote or home-working. Lessons learned.

Analytics 72

Analytics Self service Government Engineering 72

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

Fonolo

AUGUST 29, 2019

Now: Ready yourself for the dawn of a new customer service decade, and read this timely and useful advice from the mouths of the experts themselves. Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. That won’t go away in 2020, and it will probably still be a requirement in 2050!

Contact Center 121

Contact Center Self service Call Center Chatbots 121

3CLogic

APRIL 20, 2021

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. The question is no longer should I adopt voice self-service for my contact center?

Self service 52

Self service Interactive Voice Response Call flow Contact Center 52

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Bring customer experience to the center : Gain senior management buy-in, prove ROI, and move from reactive support to proactive success.

Customer Service 52

Customer Service Chatbots Self service Analytics 52

TechSee

OCTOBER 9, 2018

trillion in spending — in the United States by 2020. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Fonolo

JANUARY 14, 2020

There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Top Pick: 20 ways to create an amazing customer service experience in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

TechSee

DECEMBER 16, 2021

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. Rising demand for self-service Today’s on-demand generation will not be kept waiting.

Call Center 124

Call Center Self service Gamification Contact Center 124

Tethr

MAY 18, 2020

How to manage customer experience in challenging times. Managers must be modeling this behavior on a daily basis in order to keep things honest. Presented by Ben McCormack, Head of Customer Experience Management, FullStory. Strive to become a coach for your agents, not just a manager. Meet customer expectations instead.

Customer Experience 95

Customer Experience Coaching Surveys industry standards 95

DMG Consulting

JANUARY 3, 2020

Vision 2020. Technologies that have been talked about for generations, such as self-driving cars, will alter the way people get around, making the argument for or against new transportation business models from companies such as Uber and Lyft merely a stepping stone to a vastly transformed future. . Learn more at www.dmgconsult.com.

Transportation 48

Transportation Enterprise Contact Center Consulting 48

HGS

JANUARY 25, 2021

In early 2020, just after the last trends-list cycle, the financial services client engaged HGS to help the client’s cross-functional team of approximately 20 decision-makers to: Evaluate the current state of their contact center operations.

Contact Center 130

Contact Center Banking Education Self service 130

Serenova

FEBRUARY 3, 2020

In a webinar drawing on ICMI’s industry-leading research and insights from the 2020 ICMI Featured Contributors (including Serenova Vice President of Customer Success Jen Jackson ) ICMI Group Principal Analyst Roy Atkinson explored what’s trending in 2020 and why contact center leaders should pay attention. Knowledge Management.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

Serenova

JULY 7, 2020

With continual reinforcement and the use of innovative contact center solutions like CxEngage Scoreboard for performance management, including automated coaching tools, agents learn and retain critical knowledge. Equip managers and supervisors with regular insights on performance. Empower agents with customized training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

3CLogic

MAY 26, 2022

What Is Customer Experience Management (CXM)? To deliver on these expectations, contact centers must focus even more on customer experience management — carefully overseeing every touchpoint customers have with your organization along their journeys. Why Customer Experience Management Is Important. every year from 2022 to 2030.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

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. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. For example, contact centers will now require data scientists, data analysts and self-service app developers.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

CSM Magazine

DECEMBER 15, 2020

Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. . “It was the best of times, it was the worst of times,” these immortal words are probably as true today as they were when Charles Dickens wrote a “A Tale of Two Cities” nearly 200 years ago. This brings a new set of challenges.

Management 52

Management Schedule adherence Gamification At home agents 52

DMG Consulting

OCTOBER 13, 2020

(There’s nothing like a worldwide pandemic that requires people to social distance to emphasize the mission-critical nature of intelligent, artificial intelligence (AI)-based, omni-channel self-service solutions.) IVA Trends for 2020. Learn more at www.dmgconsult.com. Subscribe to the Free DMG Newsletter.

Self service 87

Self service Virtual Agent Consulting Consulting 87

Call Design

FEBRUARY 11, 2021

Managing a business in the current times, with online sales booming and working from home a reality, has never been more challenging. Technology has enabled contact centres to deflect simple calls from agents to self-service for years, and this trend continues in the current environment. the annual salary.

Self service 103

Self service Consulting Consulting Analytics 103

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. For example, contact centers will now require data scientists, data analysts and self-service app developers.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

CSM Magazine

JULY 26, 2023

UK analyst for the contact centre and CX industry ContactBabel in its 2023 Decision Makers Guide discovered a ‘very wide spread of attrition rates across the industry with 22% of respondents having to deal with attrition rates of over 30% compared to only 16% in 2020.’ Here are 7 steps guaranteed to point you in the right direction: 1.

Self service 52

Self service Coaching Chatbots Analytics 52

Cisco - Contact Center

NOVEMBER 24, 2020

Each section has been carefully authored by Cisco leaders who are subject matter experts, to help guide those looking to understand what the key subjects are for consideration as the contact center has joined digital channels as the primary place of commerce and service in 2020 and beyond. Omar Tawakol leads off our article team.

Contact Center 128

Contact Center Technology contact center solutions Cloud contact 128

JivoChat

DECEMBER 5, 2019

If you want to leverage online customer service to boost lead generation, drive sales, and retain more customers, pick one of the alternatives in our list with the best live chat software to use in 2020. Freshchat is also one of the best live chat software in 2020.

Chatbots 52

Chatbots CRM Enterprise Customer centricity 52

DMG Consulting

JANUARY 29, 2021

This is exactly what DMG asked enterprise, IT and contact centers leaders from around the world in our annual contact center goals and priority survey, conducted in November and December 2020. The second-ranked response was to improve customer-facing self-service capabilities, as reflected by 44.7% of respondents.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

TechSee

MAY 1, 2018

Utilities, such as energy, gas, water, and waste management, already rely on smart devices for optimization of infrastructure and the supply-demand balance. Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service. Virtual Assistants for Smart Home Products.

Analytics 132

Analytics Call Center Chatbots Customer Support 132

CSM Magazine

OCTOBER 27, 2020

Calabrio , the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. 2020 has, of course, spawned many changes. 2020 has, of course, spawned many changes.

Analytics 52

Analytics Self service Best practices Quality management 52

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Automation can also be extremely useful for communication services.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

COPC

MARCH 31, 2021

Companies looking to improve customer satisfaction in today’s pandemic-impacted environment should pay close attention to key CX trends learned from 2020. In the annual Customer Experience Management Benchmark Series (CXMB) 2020 Corporate Edition report, produced by COPC Inc. SST growth took off. Download the report now !

Benchmark 59

Benchmark Customer Experience Surveys Coaching 59

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. They can no longer rely on floor managers’ skills to track agent performance and customer satisfaction. Self-service.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Enghouse Interactive

FEBRUARY 9, 2021

Returning Prospects – hear a welcome-back greeting, proactively offered help based on their last visit queries/self-service path taken, and easily accessible live agent support. Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. AI-Enabled Self Service (34.8%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Calabrio

OCTOBER 20, 2020

Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment. Each year presents its own challenges, but we are proud to see continued growth throughout 2020. What that goal in mind, we are honored to be awarded 20th place in the Minneapolis/St.

Government 82

Government Coaching Self service Analytics 82

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Trend One: Stay Agile with Remote Workforce Management. Lay down the foundation for better remote management in your contact center. >> Watch Next: Managing a (Suddenly) Remote Contact Center with Efficiency.

Contact Center 128

Contact Center Technology Coaching Analytics 128

TechSee

OCTOBER 19, 2021

retail sales – in 2020. Managing these product returns takes a significant bite out of a company’s bottom line. Creating a user manual is not a big investment, and it is often a one-time activity that can be posted online for customers’ convenience and self-service. Use of Analytics. of total U.S.

Average Handle Time 124

Average Handle Time Sales Analytics Technology 124

TeamSupport

JUNE 15, 2020

As published in MarTechSeries.com , June 15, 2020. At the time of development, there were no other B2B-focused support solutions, rather primarily ticketing management companies. Not only that, nobody was thinking past simply managing tickets. Please tell us about your role and the team/technology at TeamSupport.

B2B 64

B2B Self service B2C Customer Support 64