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.

Consulting 59

Consulting Consulting Marketing Management 59

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management 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 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

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. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Contact Center Marketing 62

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. When: Today, 13 October 2021. MEDIA ALERT. Background: .

Consulting 48

Consulting Consulting Contact Center Marketing 48

Outsource Consultants

NOVEMBER 9, 2020

Despite the recent BPO market challenges due to the COVID-19 epidemic, the future is still generally bright. . The global outsourcing market is expected to exceed $400B by 2027 , with annual growth as high as 10% annually. . Selecting markets on the rise allows call center leaders to maximize the ROI of their outsourced call centers.

Call Center 119

Call Center Marketing outsourcing Transportation 119

DMG Consulting

JULY 20, 2022

DMG Consulting Releases 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report. The numbers reflect the strength and resilience of this market . Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services .

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JUNE 14, 2022

DMG Consulting Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store. MEDIA ALERT.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Outsource Consultants

AUGUST 9, 2021

Why is 2021 the time for outsourcing? The most successful companies in history — and the most successful ones in 2021, for that matter — succeeded exponentially not because they did many things well, but because they did specific things great. Let’s chat during a no-risk, no-cost consultation. Ease of Expansion.

outsourcing 128

outsourcing Business Process Outsourcing Contact Center Morale 128

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. As President & Principal Analyst at COMMfusion , Blair provides analysis and consulting services to industry leaders and has authored many highly acclaimed studies on the subject. There are several trends on Blair’s radar for 2021. Justin’s word of the year for 2021 is “integration”.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Beyond Philosophy

JUNE 25, 2021

As a comparison, it would be like if all the big-market NFL teams played only each other every week in addition to the regular NFL season where they also played the small-market teams. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

JANUARY 15, 2021

Of course, I’m part of only one market segment for uninterruptible power supply customers. There may be other market segments where the technical details are the more critical details, and the customers understand why the amps, voltage, and whatnot are essential. But what chance do most of us have in evaluating those criteria?

Airlines 248

Airlines Government Customer emotions Marketing 248

Nicereply

DECEMBER 28, 2021

We are incredibly thankful you joined us on the ride through 2021. Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. 5 Most Favorite Blog Posts Published in 2021.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

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. Where: Available at the DMG Consulting online store.

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

Consulting 48

Consulting Consulting Contact Center Analytics 48

ShepHyken

JANUARY 4, 2022

Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. However, The Five9 Customer Service Index 2021 found that: Customers from the US, UK, Germany, Italy, and Spain all ranked phones as the preferred choice when dealing with customer service issues. Intelligent Virtual Assistant.

Virtual Agent 318

Virtual Agent Interactive Voice Response Contact Center Consulting 318

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. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Management 48

Outsource Consultants

AUGUST 17, 2021

SAINT LOUIS PARK, MN, August 17, 2021 – Inc. magazine today revealed that Outsource Consultants is No. It’s a remarkable achievement, and another example of the quality of the team we’ve assembled,” says Outsource Consultants President Corey Kotlarz. Not only have the companies on the 2021 Inc. The 2021 Inc.

Consulting 67

Consulting Consulting outsourcing Sales 67

Quality Contact Solutions

NOVEMBER 19, 2021

There have been many changes to telemarketing rules and regulations in 2021. The most notable change was the April 1, 2021, U.S. Supreme Court decision in Facebook v. Here are the top takeaways from the decision: The decision narrowed the definition of an autodialer. Some industry insiders are calling it a mini-TCPA.

Telemarketing 98

Telemarketing outsourcing Marketing Technology 98

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

Outsource Consultants

DECEMBER 14, 2020

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What do you predict will be the main challenges for the customer service industry in 2021?

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

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

DMG Consulting

APRIL 1, 2021

Workforce Management in 2021: Better than Ever. DMG Consulting has been talking about the concept of new-gen WFM for 6 years. If you’re interested in improving your WFM environment and finding a new solution, please see DMG’s new industry report, the 2021 Workforce Management Product and Market Report.

Management 67

Management At home agents Contact Center Self service 67

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

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.

Consulting 48

Consulting Consulting Marketing Management 48

Talkdesk

FEBRUARY 5, 2021

Chapter One took place as a virtual event in January, and Chapter Two is currently slated for June 2021 in its customary analog form. . One continuous theme at NRF 2021: Retail’s Big Show—Chapter 1 is “ The Great Compression,” symbolizing the forced digital transformation companies had to endure in 2020. Customers want opinions.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

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. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Creative Virtual

DECEMBER 7, 2021

By Mandy Reed, Global Head of Marketing. Welcome to Creative Virtual’s annual year in review blog post for 2021! Published in March, the report compared 19 vendors based on the depth of their service offerings and market presence. I’ve compiled our 2021 collection here so you can easily explore them all.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

ChurnZero

JANUARY 8, 2021

Based on our recent Customer Success Leadership Study (releasing early January 2021), 54% of survey respondents have a Chief Customer Officer (CCO) or Vice President (VP) of Customer Success as their highest Customer Success leadership position within their SaaS organization. Follow Jason on Twitter and LinkedIn. . Follow Nate on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

CCNG

OCTOBER 19, 2022

Bain, 2005) 87% of marketers say they are delivering engaging customer experiences. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Forrester, 2022) 80% of CEOs believe they deliver superior customer experience.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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

Education Services Group

MARCH 4, 2021

We talk to Customer Success organizations at all phases of development, so we often get asked about the differences between hiring a consultant, a staffing agency, and ESG. Consultants. Consultants spend time with your organization to analyze any issues you’re having and to lay out the suggested solutions to address them.

Consulting 52

Consulting Consulting Journey mapping outsourcing 52

CCNG

JUNE 1, 2022

In April of 2021 the number of workers who quit their job in a single month broke an all-time U.S. workers describe their companies as being understaffed, and these workers are more likely to say they have recently considered quitting, according to a new (10/2021) CNBC workforce survey. Exactly half of U.S.

Healthcare 195

Healthcare Consulting Consulting Feedback 195

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification 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 2017 Contact Center Gamification Product and Market Report.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. 11/30/2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

ChurnZero

MAY 5, 2021

ChurnZero Named 2021 SIIA Business Technology Product CODiE Award Finalist for Best Customer Success Solution. We are proud to announce that ChurnZero has been named a 2021 SIIA CODiE Award finalist in the Best Customer Success Management Solution category. Details about each finalist are listed at [link]. About the SIIA CODiE Awards.

Education 52

Education Consulting Consulting Technology 52

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management 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. Where: Available at the DMG Consulting online store.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48