Contact Center Pipeline

JANUARY 23, 2020

And at the same time, businesses are striving to meet and exceed a moving goal post of customer preferences, influenced by a […]. In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo can completely reshape a brand’s perception—for better or worse.

Contact Center 232

Contact Center Virtual Agent Call Center Technology 232

SharpenCX

SEPTEMBER 24, 2020

2020 didn’t cancel National Customer Service Week. We’ve dealt with sickness and loss, missed important meetings, birthdays, weddings, funerals and back-to-school celebrations. Download Now: 52 questions to ask your agents about well-being and work in their next 1:1 . This year, we’ve been robbed of ritual. Acts of Service.

Virtual Agent 52

Virtual Agent Customer Service Scripts Coaching 52

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020.

Consulting 62

Consulting Consulting Marketing Customer Service 62

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

Creative Virtual

DECEMBER 21, 2020

As we approach the end of 2020, the whole Creative Virtual team around the world want to say thank you to all our blog readers, customers and partners for joining us on this roller coaster of a year! Then check out our 2020 in Review blog post for more highlights and educational resources.

Virtual Agent 98

Virtual Agent Chatbots Education Technology 98

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

InGenius

JANUARY 31, 2020

As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Self service 62

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.

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. Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard of WFM.

Consulting 48

Consulting Consulting Marketing Management 48

Comm100

AUGUST 17, 2022

They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX. Virtual agent, meaning technology, AI, infused agent, not a virtual working from home agent, not a live agent.”. That’s fine.

Airlines 75

Airlines Virtual Agent Technology Customer Experience 75

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

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

Creative Virtual

JANUARY 12, 2021

Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways. As a company we are proud to receive this recognition for innovation.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

Interactions

JULY 2, 2020

2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. In fact, consumer debt has risen to record-breaking heights, at over $14 Trillion by mid-2020. 2020 has tested the limits of the collector workforce.

Virtual Agent 77

Virtual Agent Contact Center Accountability Technology 77

Creative Virtual

OCTOBER 13, 2020

This means that companies are always on the hunt for ways to meet those expectations, build brand loyalty and deliver a better customer experience. Long wait times have been fuelled by a sharp rise in calls combined with the unpredictability of available agents due to office closures and quarantines. Her conclusion?

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

Interactions

JULY 2, 2020

2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. In fact, consumer debt has risen to record-breaking heights, at over $14 Trillion by mid-2020. 2020 has tested the limits of the collector workforce.

Virtual Agent 62

Virtual Agent Contact Center Accountability Technology 62

DMG Consulting

APRIL 15, 2020

When: Today, 3 March 2020. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. 5 to 20 year vision and projected actions to achieve the future state.

Consulting 62

Consulting Consulting Contact Center Gamification 62

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Netomi

MARCH 23, 2022

The 3PL market was valued at around USD 1trillion in 2020, and is expected to reach more than USD 1.75 In 2020, C. These virtual agents can also answer questions that arise during the process to increase conversion rates. . Let’s meet up! trillion by 2026 4. Robinson 5 and XPO Logistics generated over 16.2

outsourcing 52

outsourcing Virtual Agent Transportation Airlines 52

Xaqt

JANUARY 15, 2021

Xaqt Deploys AI-Based COVID Vaccination Solution Summary On December 22, 2020, Xaqt, of Chicago, IL, launched a contact center solution specifically designed to meet the unique requirements of the COVID-19 vaccine distribution program. Xaqt’s Intelligent Virtual Agents are also able to respond to SMS-based interactions.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual. What are You Doing to Deal with Stress? –

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

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

Squelch

JANUARY 29, 2020

In part two below, she discusses the connection between employee experience and customer experience, Microsoft’s approach to blending human and machine-driven customer support, and her predictions for CX in 2020 and beyond. Here we’re thinking about communities, videos, virtual agents — essentially any non-human-assisted support.

Customer centricity 52

Customer centricity Virtual Agent Engineering outsourcing 52

Creative Virtual

OCTOBER 8, 2020

Since then, times have changed and we are all affected in one way or another, most of us working from home more than ever and spending countless hours in online meetings. Our latest whitepaper focuses on the importance of the human touch when implementing a chatbot or virtual agent.

Customer Service 52

Customer Service Virtual Agent Chatbots Technology 52

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

OCTOBER 13, 2021

The cloud-based contact center infrastruture (CBCCI) market is the fastest growing IT sector in contact centers because these solutions give enterprises what they want – the agility to meet their customers’ evolving inbound and outbound needs, in voice and digital channels. Salesforce is covered at a high level.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Fonolo

APRIL 4, 2023

Source: Bain & Company 86% of customers are happy to pay more for a better experience, but only 1% think that businesses meet their expectations consistently. Source: Microsoft 81% of Americans report that businesses either meet or exceed their expectations in customer service. billion in 2020, up 16.9% billion in 2019.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

Creative Virtual

MAY 23, 2019

I wrote recently about the prediction that 2020 will be the year that customer experience overtakes product and price as the number one way companies will differentiate themselves in the marketplace. Conversational chatbots and virtual agents are a smart way to deliver automated self-service for customers across multiple channels.

Virtual Agent 40

Virtual Agent Chatbots Self service Customer Experience 40

Cisco - Contact Center

SEPTEMBER 9, 2019

“Gartner projects that by 2020, 10% of business-to-consumer first level engagement requests will be taken by VCAs… today that is less than 1%… ” Google Duplex Natural Technology. .” Don’t miss the 10th Annual Cisco Contact Center Summit in Florida .

Contact Center 84

Contact Center Customer Care Engineering Telemarketing 84

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. ” Changes in How Businesses are Attracting New Candidates.

Gamification 62

Gamification virtual call center Virtual Agent Call Center 62

Creative Virtual

JULY 18, 2019

Plagued by long wait times, agents dealing with inadequate or incomplete access to information and a disconnect from digital channels, contact centres are struggling to meet customer service expectations. Chatbots and virtual agents can only give accurate responses if they are backed by a knowledgebase with accurate content.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40

3CLogic

MAY 26, 2022

During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience. Effective customer experience management empowers your virtual agents to support each customer as an individual. Customers Demand A Seamless Experience.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

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

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 31, 2019

DMG’s eleventh annual report on this sector provides contact center, IT and enterprise leaders and managers in small, mid-size and large companies with the information they need to select the right solution, functionality and partner to meet their organization’s current and future cloud-based contact center infrastructure (CBCCI) needs.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Fonolo

JANUARY 4, 2022

86% of customers are happy to pay more for a better experience, but only 1% think that businesses meet their expectations consistently. 81% of Americans report that businesses either meet or exceed their expectations in customer service. billion in 2020, up 16.9% Source: Bain & Company. Source: Forbes. $62 Source: Microsoft.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

BlueOcean

OCTOBER 22, 2020

(Trust us, we learned the hard way a few years ago when we first got into broadscale remote training for WAH agents!). Virtual Training: Moving from Just “Getting It Done” to “Doing It Well”. For most of us, the success measure for the big 2020 pivot was simply staying operational. Making Virtual Agent Training Work for You.

Contact Center 62

Contact Center Virtual Agent Best practices Personalization 62