DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. When: Today, 23 July 2020.

Consulting 62

Consulting Consulting Analytics Marketing 62

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

Fonolo

MAY 17, 2017

UPDATED: February 2020. Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. Why does contact center technology matter? What technology is used in a contact center?

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

Outsource Consultants

JUNE 6, 2022

Before 2020, many employers were wary, citing concerns about eroding camaraderie and dwindling productivity as barriers to a work-from-home policy. While they can’t be perfectly replicated in a remote world, technology can certainly provide a viable substitute. Implement Gamification Systems.

Gamification 128

Gamification At home agents Morale Employee engagement 128

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

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

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

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. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. DMG expects the number of IA seats to increase by 12% in 2019, 11% in 2020, 10% in both 2021 and 2022, and 9% in 2023.

Consulting 48

Consulting Consulting Contact Center Analytics 48

Serenova

JULY 7, 2020

Leverage technology to make customer interactions valuable training sessions. You can pair this with gamification that encourages learning. Regardless of their experience level, agents need to quickly master the latest contact center technologies and approaches. Empower agents with customized training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

USAN

MAY 10, 2022

Gamification. As it turns out, gamification has proven to be a powerful way to bolster agent engagement. The concept of gamification is relatively simple. Gamification software has the potential to reduce agent attrition when used in conjunction with other workforce optimization strategies. Tools and Technology.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

TechSee

DECEMBER 16, 2021

There are many new ideas, initiatives, and technologies flooding the market that aim to help the industry address its myriad challenges. These technologies are paving the way for new possibilities for the future of call centers. Let’s look at some of the trends that are expected to drive this year’s priorities.

Call Center 124

Call Center Self service Gamification Contact Center 124

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. Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the ‘greater embrace of digital technology has significantly changed their business model’.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Fonolo

DECEMBER 12, 2018

By 2020, customer experience will overtake price and product as the key brand differentiator. By 2020, 30 percent of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes. 25 percent of customer service operations will use virtual customer assistants by 2020.

Gamification 116

Gamification Airlines Contact Center B2B 116

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% On top of this, those common issues like low budgets, IT issues and the need for new technology will fade away.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

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

Outsource Consultants

NOVEMBER 29, 2021

By being proactive — and highlighting the benefits of remote work — leaders have been able to refine processes and technologies to supercharge their output. It’s essential that your technologies and processes help maintain a sense of team and community. Here are some of the more obvious benefits: Lower Overhead.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

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

Outsource Consultants

JUNE 1, 2020

Need to go remote in 2020? Whether you’re scrambling to deploy in 2020 or looking for a long-term shift in BPO services, it just got harder to choose the right partner as many vendors that have just popped up in 2020 are trying to camouflage themselves as work at-home veterans – but it is not that easy. Let’s Talk!

At home agents 76

At home agents Gamification Call Center Consulting 76

Fonolo

JANUARY 22, 2019

With more than 50% of companies already using chatbots, and 80% of businesses wanting chatbots by 2020 ( says Oracle ), bots have been, and will be, rapidly transforming the customer service and customer experience landscape, especially in retail. What’s Inside: Gamification in the Contact Center. Voice-Powered Technology (VPT).

Chatbots 93

Chatbots Gamification Contact Center Technology 93

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. Leverage Gamification for Soft Skills Development. Part 2 will cover the “Effortless” and “Transformative” category trends.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

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

Serenova

JULY 7, 2020

Leverage technology to make customer interactions valuable training sessions. You can pair this with gamification that encourages learning. Regardless of their experience level, agents need to quickly master the latest contact center technologies and approaches. Empower agents with customized training.

Call Center 52

Call Center Scripts contact center solutions Coaching 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

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. Leverage Gamification for Soft Skills Development. Part 2 will cover the “Effortless” and “Transformative” category trends.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Transparent BPO

AUGUST 13, 2019

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. Accept That Technology Is Not a Silver Bullet Gartner predicts that by 2020, 85 percent of customer interactions with a company will take place using technology.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

CSM Magazine

DECEMBER 15, 2020

Workforce Management (WFM) has come to mean so much more in 2020. Fortunately, the latest WEM solutions cover the complete employee lifecycle from recruitment to onboarding, coaching to e-learning, team communications to interactions, task assignments to performance targets, gamification to acknowledgment and reward.

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. They’re gamified and they’re focused on the technology. Empower a flexible work environment.

Call Center 182

Call Center Management Scripts Coaching 182

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. Playvox Motivation helps you do that through gamification and healthy competition. Turn To Technology To Support Remote Work. So why the disconnect?

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

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

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. Voice-Powered Technology (VPT). Like Thanos gathering infinity stones, RingCentral is putting together all the pieces for a fully competitive cloud call center. Investing in Agents.

Contact Center 62

Contact Center Gamification Call Center Marketing 62

Liveops

JANUARY 6, 2022

In early 2020, as lockdowns and shelter-in-place ordinances were beginning to go into effect across the world, many organizations structured around physical, brick-and-mortar spaces were required to rethink their operations. Consider gamification, role-playing, and learning modules that cover company/job knowledge as well as brand culture. .

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Gamification virtual call center Virtual Agent Call Center 62

DMG Consulting

MARCH 31, 2017

The 406-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. 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

DMG Consulting

MARCH 31, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. The leading CBCCI vendors recognize that AI is the future of contact center technology. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

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