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

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

Gamification 48

Gamification Consulting Consulting Contact Center 48

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

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Performance And Quality Management. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Per Metrigy’s * most recent study, 71.6% planned, 46.5% Keep an Eye on These Three Emerging Areas.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

DMG Consulting

MARCH 31, 2017

DMG’s tenth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of vendors, products, pricing and best practices for this IT sector. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. WFM vendors are finally listening to their customers.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

The 416-page Report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs. The market is experiencing a major technology refresh due to the transition to the cloud and digital transformation.

Consulting 48

Consulting Consulting Marketing Management 48