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

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. Now more than ever, as we increasingly experience life remotely, the most important— sometimes only—interactions we have with brands are through call centers. It’s now about creating superior customer experience with every customer interaction.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Transparent BPO

AUGUST 13, 2019

How can contact centers turn that around so that customers are left feeling positive about the interaction? Contact center technology provider Serenova has some suggestions — five, in fact — that can transform how you operate your contact center to deliver customer experience success. Attrition, for one.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

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

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. Strong momentum driving market growth and investments.

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. Foundational component of next-gen, digitally transformed service organizations. Where: Available at the DMG Consulting online store. are covered at a high level.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). By 2020, customer experience will overtake price and product as the key brand differentiator. United Airlines’ decision to forcibly eject a customer from an overbooked flight had all of the makings of a PR disaster. The lesson?

Gamification 116

Gamification Airlines Contact Center B2B 116

USAN

MAY 10, 2022

Most contact centers have been optimizing the customer experience for years. They’ve started offering a more robust omnichannel experience, allowing customers to engage with them in myriad ways and enabling agents to provide proactive service efficiently and effectively. Gamification. Workforce Flexibility.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

CSM Magazine

JUNE 10, 2021

In fact, negative connotations still swirl around the contact centre despite the central position it has found itself in since the first quarter of 2020. According to a 2020 Call Centre Helper report , 23.9% To get the first part right, aim to create better customer experiences. A further 10.2% Become a top performer.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Quiq

DECEMBER 29, 2021

Customer expectations are rising. Average weekly support requests are up 20% since the start of the pandemic, according to Zendesk’s Customer Experience Trends Report. And despite the increased challenges of the pandemic (or possibly because of it), customer expectations are skyrocketing. Gamification. .

Gamification 52

Gamification Chatbots Sales Surveys 52

Playvox

JANUARY 13, 2022

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. billion in 2020. Whether it’s a messaging app or live chat, cloud contact centers can provide customers with the flexible and accessible channels they want and expect. Gamification. ENJOYING THIS ARTICLE?

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

TechSee

DECEMBER 16, 2021

Digital-first interactions Helping customers from afar is nothing new. For years, organizations have attempted to resolve more of their customer’s issues remotely to boost overall effectiveness. Studies have shown that shorter training modules improve information retention by 20%.

Call Center 124

Call Center Self service Gamification Contact Center 124

Fonolo

MAY 17, 2017

UPDATED: February 2020. As we move into the new age of the Customer Experience Hub , most leading brands have established that great customer service can add significant value to a business. And it’s been well proven that if they have a choice, most customers will leave a brand after a poor customer experience.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

Hodusoft

FEBRUARY 9, 2022

2020-21 saw most contact centers make a shift to cloud contact center software. Today, the age group of customers is diversified and people across age groups are active on various communication channels such as emails, calls, messaging, chat, and so on. In short, technologies that support remote customer service. AI technology.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

CSM Magazine

APRIL 15, 2021

When the Enterprise Research Centre surveyed 1,000 companies across the UK in 2020, the results were enlightening and somewhat heartening. When answering these questions, always consider the customer’s perspective. Gamification – there are many ways to turn agents into brand ambassadors using your very own brand story.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

DMG Consulting

APRIL 15, 2020

When: Today, 3 March 2020. 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. DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040.

Consulting 62

Consulting Consulting Contact Center Gamification 62

Serenova

DECEMBER 4, 2019

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. Today, 37.2% Another 24.9%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Noble Systems

JANUARY 30, 2019

Although technology has influenced the way brands engage with customers, it is the agent’s personal interactions that create meaningful moments and human kinship that heightens the customer experience. And it is these experiences that forge lasting connections rather than just merely serve the customer.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. Now more than ever, as we increasingly experience life remotely, the most important— sometimes only—interactions we have with brands are through call centers. You can pair this with gamification that encourages learning.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Playvox

NOVEMBER 16, 2021

In 2019, the lifestyle brand had 12 customer care agents. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team. Since going live in 2020, Sweaty Betty leaders have conducted more than 4,000 agent quality assessments, a number the team couldn’t have hit using a manual approach.

Quality management 78

Quality management Management Coaching Contact Center 78

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Outsource Consultants

JUNE 1, 2020

Need to go remote in 2020? They can unlock resources well beyond their physical location to help deliver better customer experiences for their clients. . To stay competitive, BPOs need to invest in the latest and greatest technologies and upgrade their processes to deliver a seamless at-home agent customer service offering.

At home agents 76

At home agents Gamification Call Center Consulting 76

Noble Systems

JANUARY 30, 2019

Although technology has influenced the way brands engage with customers, it is the agent’s personal interactions that create meaningful moments and human kinship that heightens the customer experience. And it is these experiences that forge lasting connections rather than just merely serve the customer.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Fonolo

JANUARY 22, 2019

It’s a modern reality where customers call the shots, armed with the knowledge that they have options. This includes their expectation of a certain level of customer experience, one that is seamless, omnichannel, and with bot offerings. We are indeed. Challenges.

Chatbots 93

Chatbots Gamification Contact Center Technology 93

BlueOcean

DECEMBER 16, 2019

If not, this read might help set you up for a merry holiday peak in 2020. See you back here in 2020 – ready to tackle a bright, shiny new decade! Finally, gamification and creative incentive programs can motivate your agents when holiday demand reaches its peak. Constant and Effective Communication.

Contact Center 62

Contact Center Morale Gamification Transportation 62

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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. Where: Available at the DMG Consulting online store. OnviSource is covered at a high level.

Consulting 48

Consulting Consulting Marketing Gamification 48

CSM Magazine

DECEMBER 15, 2020

However, those organisations reluctant to let go of their on-premise infrastructures have struggled to cope with a massive influx of calls, channel shift, heightened customer expectations and disruptions to team availability. Workforce Management (WFM) has come to mean so much more in 2020. It’s an evolution of WFO to WEM.

Management 52

Management Schedule adherence Gamification At home agents 52

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. It’s 2020, and many businesses are utilizing remote work. Employees are different, based on their unique work and life experiences. Build a diverse team.

Call Center 182

Call Center Management Scripts Coaching 182

DMG Consulting

SEPTEMBER 26, 2018

The result is increased demand for real-time speech analytics, which can deliver accurate and timely insight and guidance to agents during interactions with customers, mitigating liability risks and guiding interactions to results that are mutually beneficial for the enterprise and the customer.

Consulting 48

Consulting Consulting Analytics Marketing 48

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

Fonolo

JANUARY 23, 2019

This is an important step towards CEO Vlad Shmunis’s stated goal of $1b in revenue by 2020. What’s Inside: Gamification in the Contact Center. Like Thanos gathering infinity stones, RingCentral is putting together all the pieces for a fully competitive cloud call center. Read more about RingCentral here. Private Equity Acquires Aspect.

Contact Center 62

Contact Center Gamification Call Center Marketing 62

DMG Consulting

MARCH 16, 2018

The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. 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.

Consulting 48

Consulting Consulting Marketing Management 48

ChurnZero

APRIL 8, 2020

So how best do you go about developing customer advocacy in your organization? Creating customer advocates starts with building a customer-centric product that is laser-focused on both the customers’ needs and the customer experience. Engage customers with rewards, badges, and gamification features.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

DMG Consulting

MARCH 31, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. 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. For more information, visit www.dmgconsult.com. # # #.

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

DMG Consulting

NOVEMBER 29, 2017

in 2018, 23% in both 2019 and 2020, and 21% in 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. This represents only 11.4%

Consulting 48

Consulting Consulting Contact Center Marketing 48