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. New-gen WFM takes staffing and service optimization to the next level. For more information, visit www.dmgconsult.com. # # #.

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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. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

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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.

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Fonolo

FEBRUARY 16, 2021

Contact Center Trends 2021. 2021 will see more and better agent performance monitoring technology designed to lean on positive gamification concepts instead of relying on draconian intensive monitoring. The pandemic has hastened many call center trends and compounded technological developments.

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Calltools

DECEMBER 23, 2020

Gamification. Gamification is the implementation of game mechanics as a way to increase employees’ motivation. The post Top 10 Call Center Software Features for 2021 appeared first on CallTools. For instance, it can identify the context of the conversation and use that data in the future to provide even better solutions.

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Playvox

APRIL 11, 2023

A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do. Use Gamification Gamification can be a powerful tool for keeping contact center agents engaged. And happy agents tend to deliver experiences that delight your customers.

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Fonolo

JUNE 22, 2021

Gamification and performance-based incentives. 5 Important Strategies for Agent Engagement in 2021. Top Contact Center Technology Trends in 2021. Some low-cost ways of rewarding your top-performing call center agents include: Generous parental leaves or sabbatical opportunities. Free or subsidized professional development.

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TechSee

DECEMBER 16, 2021

In 2021, remote working has become a standard in customer service and will remain a mainstay in the future of call centers. The Distributed Workforce After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH or hybrid model.

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Calltools

OCTOBER 19, 2022

87% of contact center agents worked from home in 2021 — up from 19% in 2019. Implement Gamification Dashboards. Gamification is a fun and interactive way to set milestones for agents during the holiday period. Gamification dashboards can motivate employees to reach daily, weekly, or monthly goals.

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Noble Systems

FEBRUARY 10, 2021

To help agents level-up their skills, many contact centers are turning to gamification for everything from new hire on-boarding and coaching to perpetual training and development. Check out these related resources: Webinar on Demand: Expert Panel Q&A: How Changing Customer Behavior Will Impact Contact Centers in 2021.

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Playvox

JANUARY 13, 2022

billion smartphone users worldwide in 2021. In 2021 , WhatsApp had two billion monthly users worldwide, Facebook Messenger counted 1.3 Gamification. More contact centers are using gamification to complement their training programs and to incentivize teams. Customer Chit-Chat. There were around 6.4 billion monthly users.

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Balto

MAY 13, 2022

In 2021, a survey we did of more than 1,000 contact center agents analyzed what led to mistakes. Gamification. Gamification can make things a bit more fun. Gamification can range from leaderboards and point contests for hitting benchmarks to progress bars that track performance. Provide the Right Training and Tools.

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Fonolo

APRIL 27, 2021

As an alternative to outsourcing, try reinvesting in your existing staff with a refresher on customer service technologies and processes, and incorporating gamification as part of that process. Top Contact Center Technology Trends in 2021. Or, you could source training organizations like CSPN to provide support.

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Hodusoft

FEBRUARY 9, 2022

With online consumerism on the rise, 2021 saw customers demand quick resolution to their queries, high-quality customer assistance, and seamless ways to connect remotely. By 2021, contact centers will have to invest in technologies like VoIP systems, SMS service, chats, and so on. Remote/Hybrid work support . The way forward.

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Quiq

DECEMBER 29, 2021

Boost employee engagement with gamification. Just between December 2020 and July 2021, there was a 21% increase in employee burnout, according to a report from meQuilibrium. Gamification. . Gamification brings an element of competition and fun to your customer service objectives. A good way to engage employees?

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3CLogic

JANUARY 5, 2022

Consider how the contact center landscape changed during 2021 alone. Recapping How Contact Centers Evolved In 2021. employees were working fully or partially remote in September 2021, and 91% of those individuals want to continue working at least partially remote. Research from Gallup shows that 45% of U.S.

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Liveops

MARCH 11, 2021

A 2021 Enterprise Blueprint for Remote Work: 5 Proven Methods to Optimize Agent Productivity and Reduce Attrition. Liveops leverages a social network platform that includes gamification, events and networking among agents. . Watch the full webinar here. . Give your agents time to adapt. Provide professional development.

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TechSee

JUNE 25, 2019

AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Gamification.

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COPC

NOVEMBER 15, 2023

As you can see in Figure 1, there was an increase from 2021 to 2023 in those who did not agree that the job description was accurate. Recognizing achievements during this process through gamification is also helpful. Think about that, one in four say the job described is not the job they are doing.

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COPC

JANUARY 15, 2024

The gap decreased from a nine-point difference in 2021 (70% vs. 61%) to an eight-point difference in 2022 and further to a five-point difference in 2023.   Engagement for Retention: Maintain engagement through consistent coaching by recognizing milestones and promoting social knowledge sharing and gamification.  

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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. AI will become more prevalent in 2021. Per Metrigy’s * most recent study, 71.6%

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Noble Systems

APRIL 14, 2021

Gamification tools help agents easily see their goals and their progress towards achieving them, while transforming daily routines into rewarding competitions that get your employees engaged and motivated. Noble Systems Named a “2021 Remote Work Pioneer” for Cloud Contact Center and Work From Home Solutions.

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DMG Consulting

JANUARY 10, 2022

Source: DMG Consulting, December 2021. Gamification applications are identifying and rewarding agents for the outstanding job they do while keeping them tuned in to their department and co-workers, whether they work from home or in the office. Figure 1: Workforce Optimization/Workforce Engagement Management Suite.

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Liveops

MARCH 15, 2021

A 2021 Enterprise Blueprint for Remote Work: 5 Proven Methods to Optimize Agent Productivity and Reduce Attrition. Liveops leverages a social network platform that includes gamification, events and networking among agents. . Watch the full webinar here. . Give your agents time to adapt. Provide professional development.

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DMG Consulting

SEPTEMBER 30, 2021

August 5, 2021 Donna Fluss. Many of the same solutions contributed to this goal, as did gamification and internal chat tools. The Contact Center WFO Market Is Transforming. View this article on the publisher’s website. The market performed as expected during the COVID-19 health crisis in calendar year 2020.

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Liveops

JANUARY 6, 2022

Much has been said of the Great Resignation of 2021. Consider gamification, role-playing, and learning modules that cover company/job knowledge as well as brand culture. . So, this fundamental shift in how people think about work has been quite interesting,” Ellen said. People [are] looking for more freedom and flexibility.”

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Fonolo

JUNE 10, 2021

Games might seem juvenile at first glance, but gamification is a popular and highly effective way to engage your staff, no matter their age. 5 Important Strategies for Agent Engagement in 2021. How to Foster Agent Engagement in a Hybrid Contact Center. Why do games help call center agent engagement? The bottom line.

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DMG Consulting

OCTOBER 17, 2019

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. Sales of interaction analytics, including new sites and geographies and replacement solutions, are expected to pick up momentum over the next few years, as long as the economy remains strong.

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DMG Consulting

OCTOBER 17, 2019

DMG expects RPA revenue to increase by at least 125% in 2020 and 2021, and 100% in each of the three years 2022, 2023 and 2024. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

JULY 31, 2019

DMG expects revenue in the call tracking market to grow by 10% – 15% in each of the next 3 years, 2019 – 2021. This sector’s growth is fueling a wave of investments that is yielding expanded and more sophisticated offerings, including the use of AI-enabled conversational analytics, which is increasing the benefits of these applications.

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DMG Consulting

SEPTEMBER 26, 2018

DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

MARCH 31, 2019

DMG anticipates that the WFM market will experience rapid growth over the next 5 years, increasing by 11% in 2019, by 10% in 2020 and 2021, and by 9% in both 2022 and 2023. The WFM market is performing extremely well, and DMG expects it to continue to grow at a strong rate even though it is a mature market.

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DMG Consulting

DECEMBER 11, 2019

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. The number of CBCCI seats in the market grew by 20.1% between 2017 and 2018 (as of July 31, 2019). For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

MARCH 31, 2017

DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. The vendors are starting to invest in new technology and approaches, including next-gen WFM and intraday management capabilities, which have the potential to greatly improve the effectiveness of these solutions.

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DMG Consulting

MARCH 16, 2018

The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. DMG expects the WFM sector to continue to grow at a strong rate for a mature market. “It’s been a great year for the WFM market and there is a lot more to come”, said Donna Fluss, President of DMG Consulting.

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DMG Consulting

MARCH 31, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. DMG remains bullish on this IT market, particularly now that some larger contact centers are either moving to the cloud, albeit not all of their seats at once, or considering a move. DMG expects the CBCCI market to grow at a minimum rate of of 22.5%

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DMG Consulting

OCTOBER 18, 2017

DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021. An even greater opportunity exists for vendors to deliver solutions that are cloud-based and address both speech and text interactions.

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