DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

CSM Magazine

DECEMBER 3, 2019

While being superseded by instant messaging and social media, daily e-mail still steadily grows and will reach more than 300 billion e-mails per day in 2020. Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Ievgen Sliusar.

Customer Care 52

Customer Care CRM Enterprise Marketing 52

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. Technology – key to successful customer retention strategies.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

Skybridge

NOVEMBER 12, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020. By Liliana Petrova.

Customer Care 52

Customer Care Government Self service Education 52

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. The post Blue Ocean Wins 2020 Silver Stevie® Award appeared first on Blue Ocean. About the Stevie Awards.

Customer Care 62

Customer Care Education Contact Center Sales 62

SharpenCX

NOVEMBER 11, 2020

Raise your hand if 2020 made you toss old customer service playbooks out the window. If you told me that in 2020, I’d be holed up in my guest room working from a vanity-turned-desk for a year, sheltering in place from an invisible menace terrorizing our society, I would’ve thought you were reciting an episode of the Twilight Zone.

Customer Care 67

Customer Care Customer Service Self service Coaching 67

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies.

Technology 122

Technology Customer Service Gamification Contact Center 122

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. Many vendors from various IT sectors.

Consulting 48

Consulting Consulting Marketing Contact Center 48

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

Customer Service 62

Customer Service Technical Support Customer Care Education 62

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! The latest technology is not going to make up for your lack of thinking! Is this your case? So what should you do?

Technology 77

Technology Big data Analytics Personalization 77

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

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. 2019 – 2020 Workforce Management Product and Market Report. Many of these new algorithms leverage AI technologies and are optimized for each discrete channel.

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. Companies that transition to IVA technology are benefitting from an array of sophisticated AI-based capabilities and intelligent augmentation.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting 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. DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Analytics 48

CSM Magazine

DECEMBER 18, 2023

Fully automated systems that funnel customers into an endless loop of recordings will certainly negatively impact your bottom line. Survey Says: Customer Service Needs Improvement Customer Care Measurement & Consulting (CCMC), a company specializing in customer service research, conducts periodic customer rage surveys.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

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. More on that below.).

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

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. I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Skybridge

OCTOBER 10, 2022

Beneath that compelling little graphic or statement, you probably have a long list of IT investments and process improvements that make it easier for customers to make purchases, access customer care, and otherwise engage with your brand. That certainly sounds customer-centric. . I said it was simple. I didn’t say easy.

Customer centricity 52

Customer centricity Customer Care Surveys Technology 52

DMG Consulting

APRIL 15, 2020

When: Today, 3 March 2020. Enterprises are looking to the future and are trying to ensure their viability in a rapidly changing world of technology and automation. Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise. “The

Consulting 62

Consulting Consulting Contact Center Gamification 62

24-7 InTouch

OCTOBER 21, 2021

In early 2020 when the pandemic initially hit, brick and mortar retailers had to quickly shift to optimize their online presence, and companies worldwide had to think innovatively to survive in such a trying time. . Investing in tech solutions can help improve both the customer and employee experience simultaneously.

call center association 52

call center association Call Center Interactive Voice Response Customer Care 52

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. Arguably, in 2021 the industry experienced a seismic shift.

Customer Service 98

Customer Service Chatbots Customer Care B2B 98

Skybridge

AUGUST 18, 2020

According to a survey from e-commerce marketing platform Yotpo released last November, a quarter said they were more brand loyal than the previous year. Helping to drive customers to return are a brand’s product, price point, customer service and its loyalty program. By Caroline Jansen . Skybridge Americas.

Customer Care 52

Customer Care Surveys Marketing Sales 52

DMG Consulting

OCTOBER 17, 2019

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019-2020 Robotic Process Automation Product and Market Report. OnviSource is covered at a high level. To order your copy of the Report, visit www.dmgconsult.com.

Consulting 48

Consulting Consulting Marketing Gamification 48

Interactions

APRIL 23, 2019

In order to see what retailers could be doing in order to delight their customers, we conducted a survey. The survey examines customer use of self-service technologies in retail, especially regarding the preferences and perceived benefits that they have. Convenience. Self-Service.

Self service 54

Self service Surveys Wait times Customer Care 54

Interactions

JUNE 13, 2019

Companies plan to more than double their adoption of Intelligent Virtual Assistants (IVAs) by early 2020. And that’s no surprise considering the major shift in focus towards customer service. But despite the fast adoption, choosing new technology for your business is still a big decision.

Surveys 63

Surveys Contact Center Banking Chatbots 63

VocalCom

JULY 2, 2020

The merit of new technologies is not that it replaces employees but empowers them with tools to make them more productive, more creative, more comfortable – and, paradoxically, more empathetic. In other words, technology can make us more “human”. On the other hand, technology does more than answering the basic needs of customers.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Interactions

APRIL 24, 2019

Given the large breadth and depth of retail offerings, retailers have significantly shifted their focus to customer experience to differentiate themselves and provide customers with unique experiences. Using technology such as artificial intelligence, retailers are able to transform the way that customers interact with them.

Self service 48

Self service Technical Support Surveys Healthcare 48

Nicereply

AUGUST 24, 2021

Messaging in customer service is on the rise, and surveys for support teams continue to gather data that indicates this trend is picking up steam. There is a trend in customer service to make business messaging quicker, easier, and more convenient. Are you ready to serve customers with these new expectations?

Customer Service 59

Customer Service APIs Airlines Chatbots 59

Skybridge

MARCH 1, 2021

Today, many businesses are under extreme pressure to ramp up new customer acquisition initiatives, in the hope of replacing – or winning back – those lost during the major brand migrations of 2020. And what about the customers you already have? It’s not quick or easy to train a customer care team on the steps necessary.

Customer Care 52

Customer Care Interactive Voice Response Feedback Coaching 52

aircall

OCTOBER 22, 2021

In the United States, for example, Google searches for “holiday gift ideas” in August surpassed 2020 levels, and 59% of consumers said they plan to shop earlier than usual this year before desired items sell out. Also, consider whether you need to upgrade your communications technology to help customer support teams work more efficiently.

call center software 62

call center software Call Center call center solutions Interactive Voice Response 62

NobelBiz

JUNE 29, 2021

These contact points, which can be physical or digital, include a consumer’s arrival on a website in search of information, conversation with a customer care representative, as well as an online or in-store purchase. It will handle a variety of customer care duties across many channels and at various phases of the purchasing process.

Customer Experience 52

Customer Experience Contact Center CRM Customer centricity 52

Interactions

FEBRUARY 6, 2019

There’s no question that companies who implement a conversational AI solution for their customer care strategy are making the right choice. Intelligent Virtual Assistants (IVAs) have proven to transform customer care while reducing operational costs for companies in a variety of industries. not so much.

Customer Care 48

Customer Care APIs Chatbots Enterprise 48

ProProfs Blog

FEBRUARY 7, 2020

For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . And then came the technological avalanche – postal service, phone, email, live chat, social media. Customer Surveys.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

DMG Consulting

SEPTEMBER 26, 2018

DMG’s 13th annual edition of this Report provides comprehensive coverage and authoritative analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

Consulting 48

Consulting Consulting Analytics Marketing 48

Knoah

MAY 25, 2017

Over 90 percent of consumer care managers told ICMI they believed their agents could be better at providing resolutions, while almost three-fourths said their organization’s procedures stood in the way of employee effectiveness. citizen is much more familiar with technology than they were 20 years ago.” The average U.S.

outsourcing 48

outsourcing Technical Support Call Center Customer Care 48

Answer Dash

MAY 7, 2018

Brands with effective omnichannel engagement programmes keep 89% of customers,” ( Aberdeen Group ). Customer Experience Capabilities “For 75% of B2B organizations and 40% of B2C organizations, customer experience management is still an immature capability with a fragmented, uncoordinated approach and no clear leader,” ( Gartner ).

Customer Experience 54

Customer Experience B2C B2B SaaS 54