DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Netomi

SEPTEMBER 20, 2021

AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. Without further ado, let’s take a look at the best AI chatbots for 2021 and beyond. What makes Netomi one of the best AI chatbots of 2021? Reporting/Analytics.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Fonolo

JUNE 8, 2021

Speech analytics is a great example, as it can help companies create more accurate profiles for customers, leading to better quality conversations and happier employees. Top Contact Center Technology Trends in 2021. Sarcasm aside, the specific motivation of agents is often at odds with the marketing directive of the company.

Call Center 133

Call Center Morale Contact Center Technology 133

ChurnZero

MAY 11, 2021

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . TSIA (@TSIACommunity) May 4, 2021. . TSIA (@TSIACommunity) May 4, 2021. .

SaaS 98

SaaS Benchmark B2B Analytics 98

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market. Product Innovation. Real-time guidance is another important and emerging use for IA solutions.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

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. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Nicereply

SEPTEMBER 28, 2021

However, it can be hard to know what works best when digging through the various options in the market. Let’s now take a look at the top 5 customer care tools for 2021: HubSpot Service Hub. HubSpot Service Hub shines when combined with other HubSpot tools like HubSpot Sales Hub and Marketing Hub. Customer Feedback Survey.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Comm100

JANUARY 21, 2021

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn. If 2021 is the year that you want to find the best live chat software for your small business, then read on to find out everything you need to know about small business live chat software.

Surveys 98

Surveys Marketing Customer Support Sales 98

CSM Magazine

DECEMBER 2, 2020

Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021. . What’s in store for 2021? Here are three predictions for 2021: 1. Agent wellbeing will take centre stage – as more contact centres continue homeworking into 2021.

Analytics 72

Analytics Self service Government Engineering 72

DMG Consulting

JUNE 9, 2023

CCaaS Market Drivers and Inhibitors June 2023 With a 21.3% increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

OctopusTech

JUNE 24, 2021

Over 284,000 sites across the globe depend on JivoChat, making it one of the most trendy real-time chat solutions in the market. With a brand name like Live Chat, it’s no wonder to witness this chat tool at the top ranking in 2021. Web dashboard with user analytics. Analytics as well as CSAT ratings. Chat notifications.

Multichannel 62

Multichannel APIs Telemarketing Analytics 62

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. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Contact Center Analytics 48

ProProfs Blog

MARCH 26, 2021

Customer feedback surveys are the go-to tool of every business to understand their customer needs and sentiments. The advantages of surveys lie in their simplicity, ease of creation, quick feedback collection, and so on. In this blog, let’s explore both the advantages and disadvantages of customer feedback surveys in detail.

Feedback 78

Feedback Surveys Customer retention Metrics 78

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

ShepHyken

JANUARY 15, 2021

Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. Customer retention can give a very clear indication of satisfaction, and this one is relatively simple to keep track of using the most commonly used analytics tools.

Customer Experience 333

Customer Experience Metrics Customer retention Analytics 333

Calabrio

FEBRUARY 26, 2021

Through our analytics product, as well as the full workforce engagement management suite, we helped our customers navigate a changing landscape and continued to deliver unparalleled customer service. The awards are presented by CUSTOMER Magazine and Calabrio came first for Calabrio Analytics and our new Calabrio ONE WFO suite.

Analytics 52

Analytics Contact Center contact center solutions CRM 52

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Several of Forsta’s customers are already benefitting from Lumoa’s AI-powered tools that help uncover new, actionable insights.

Feedback 83

Feedback Surveys Customer centricity Analytics 83

Spearline

JUNE 2, 2022

Backing up this technology trend further, is CCW’s 2022 market study on the State of Contact Center Technology. CCW’s State of Contact Center Technology market study found that contact centers have a high degree of confidence in their technological ability to support remote work. And those concerns are understandable.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

delighted

JUNE 3, 2021

A year after the pandemic began, in April 2021, we’re seeing a resurgence in consumer spending with the US vaccine rollout and as businesses reopen. We surveyed 1,200 shoppers across the US to learn more about their shopping habits and preferences. So what does this mean for retail? Which of the pandemic trends will stick?

Advertising 100

Advertising Entertainment Sales Personalization 100

JustCall

NOVEMBER 25, 2022

According to a Morgan Stanley report, global eCommerce has recently risen from 15% of total retail sales in 2019 to 21% in 2021. One of the best ways to do this is to employ eCommerce market intelligence. There could be online cookies, surveys, the company’s past sales information, focus groups, and more. Accurate Choices.

Sales 52

Sales Marketing Benchmark Metrics 52

Lumoa

FEBRUARY 7, 2023

During an NPS survey, a customer replies with a 7 and comments that they’d love to see the reporting section expanded. Organizations that analyze and act on their customer behavioral data outperform the market by 85% in sales growth, according to a 2021 study by Microsoft. and if it is, what do they talk about?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Totango

MARCH 26, 2021

In the awareness stage, your marketing campaigns raise prospects’ consciousness of your brand, inviting them to visit your website. Capturing contact information for follow-up marketing. Tactical goals: Making multiple marketing touches. Use in-app messages, email and phone surveys to extend cross-sell and upsell offers.

SaaS 66

SaaS Best practices Upselling Education 66

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Robotic Process Automation Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The number of CBCCI seats in the market grew by 20.1% 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Lumoa

NOVEMBER 7, 2022

1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team. They’d organize surveys and listen to customers and then try to share these insights with other teams. Fortunately, technology is keeping up with these demands.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

JivoChat

JUNE 9, 2021

Today’s world of digital marketing is robust and diverse. This means marketers have all kinds of resources at their fingertips and can connect with customers and manage relationships on a variety of channels. One technology leading the way online is chatbot marketing. What is Chatbot Marketing?

Chatbots 52

Chatbots Marketing Upselling Surveys 52

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

Sykes

NOVEMBER 14, 2019

SURVEY: Americans’ Perceptions of the Future of Work. In early October 2019, we surveyed 1,500 employed adult Americans across the U.S. Survey Results. In what follows, we share working Americans’ responses to our 17-question survey, conducted by Pollfish on October 4, 2019. Over the past five years, both U.S. Age Groups.

Surveys 81

Surveys Telecommunications Technology Transportation 81

Spearline

MAY 10, 2021

of contact centers are expected to get to that point by autumn 2021 and a further 26.9% Sytel Limited 's Marketing Manager, Jamie Stewart, stated: “Try as we might, voice and its emotional, empathic qualities will never be replaced. Implementation of speech analytics can require a significant initial investment.

Telecommunications 98

Telecommunications Contact Center Analytics Chatbots 98

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

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The past year was excellent for the CBCCI market.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Strong momentum driving market growth and investment. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

Real Blue Sky

DECEMBER 15, 2022

PingIdentity surveyed 3,400 global consumers in 2021 about how they felt about online businesses using their customer data. According to a Zendesk CX Trends 2022 report , 20% of companies surveyed across 21 countries offer AI and chatbot-guided self-service. An additional 25% plan to add this capability. Commerce Anywhere.

Self service 98

Self service Chatbots Wireless Analytics 98

Quality Contact Solutions

MARCH 25, 2021

Aurora, NE (March 25th, 2021) Quality Contact Solutions, Inc (QCS) , a leading outsource telemarketing company in the U.S., During her expansive career, Langenberg has used her expertise in project management, process improvement, quality, and analytics to identify, develop and implement changes that have transformed operations.

Telemarketing 98

Telemarketing outsourcing Management B2C 98