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. The 2020 – 2021 Digital Customer Service Product and Market Report provides an in-depth analysis of the digital servicing market.

Consulting 62

Consulting Consulting Marketing Customer Service 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. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

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

FEBRUARY 16, 2021

Contact Center Trends 2021. Many contact center managers have heard of call-backs , but they don’t realize that they’ve come a long way from the basic virtual queueing of yesteryear. Real-Time Learning & Knowledge Management Systems. We’re expecting many more exciting innovations in the next few months.

Call Center 134

Call Center Technology Gamification Contact Center 134

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. Managers should make it clear how their team’s work impacts the customer journey and, ultimately, the long-term health of the company.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Calltools

DECEMBER 23, 2020

Managing a call center can be a tedious task. These tools feed data into performance management tools to improve service delivery. Call barging and whispering help senior agents or managers assist the agent during an ongoing call. The manager or senior agent can jump into the conversation and talk to the caller directly.

call center software 52

call center software Call Center Interactive Voice Response Gamification 52

Calltools

OCTOBER 19, 2022

This year will likely be the same, so contact center managers must prepare for the holiday rush. 87% of contact center agents worked from home in 2021 — up from 19% in 2019. That will help you manage high call volumes and answer every call that reaches your contact center. Implement Gamification Dashboards.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Fonolo

JUNE 22, 2021

This guide also breaks down how strong agent engagement can significantly boost revenue and overall call center metrics – two good reasons for call center managers to take their employee engagement seriously. Gamification and performance-based incentives. 5 Important Strategies for Agent Engagement in 2021. Call-backs.

Call Center 151

Call Center call center software Employee engagement Gamification 151

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. Self-service also became a godsend for organizations whose lack of manpower during the pandemic relied on the technology’s call deflection to manage the daily workload.

Call Center 124

Call Center Self service Gamification Contact Center 124

Fonolo

APRIL 27, 2021

Call center managers and agents know that a high volume of inbound customer calls can make or break a business day. The Contact Center Guide to Managing Spikes in Call Volume. Top Contact Center Technology Trends in 2021. Or, you could source training organizations like CSPN to provide support.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

Playvox

JANUARY 13, 2022

billion smartphone users worldwide in 2021. In 2021 , WhatsApp had two billion monthly users worldwide, Facebook Messenger counted 1.3 Maximize Workforce Engagement Management (WEM) Solutions. They can also help you manage your team’s workload, and enhance the experience of your agents. Quality Management (QM) Solution.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

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.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

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. Strong momentum driving market growth and investments.

Consulting 48

Consulting Consulting Marketing Management 48

Liveops

MARCH 11, 2021

Many enterprises managed to work through the logistics of having a remote team, and as they adapt to a more remote environment moving forward, unique challenges persist. A 2021 Enterprise Blueprint for Remote Work: 5 Proven Methods to Optimize Agent Productivity and Reduce Attrition. Watch the full webinar here. .

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. Strong momentum driving market growth and investment.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. When: Today, 21 March 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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?

Gamification 52

Gamification Chatbots Sales Surveys 52

Hodusoft

FEBRUARY 9, 2022

They can no longer rely on floor managers’ skills to track agent performance and customer satisfaction. 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. Remote/Hybrid work support . The way forward.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

TechSee

JUNE 25, 2019

In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans. Back office AI customer service technologies are especially relevant to assisting in workload management, agent productivity and high-level data analysis of contact center performance. Contact Center workload management.

Technology 122

Technology Customer Service Gamification Contact Center 122

COPC

JANUARY 15, 2024

The first 90 days set the tone for the new hire’s relationship with the company, manager, and team.  Lack of Manager Support   Coaching is an integral part of an effective onboarding process. Provide Guidance and Actionable Feedback  Managers ought to regularly engage with new hires through frequent check-ins.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

DMG Consulting

JANUARY 10, 2022

It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. This is where workforce optimization (WFO) (also known as workforce engagement management (WEM)) solutions are instrumental.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

DMG Consulting

SEPTEMBER 30, 2021

August 5, 2021 Donna Fluss. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. Many of the same solutions contributed to this goal, as did gamification and internal chat tools.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

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%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Liveops

MARCH 15, 2021

Many enterprises managed to work through the logistics of having a remote team, and as they adapt to a more remote environment moving forward, unique challenges persist. A 2021 Enterprise Blueprint for Remote Work: 5 Proven Methods to Optimize Agent Productivity and Reduce Attrition. Watch the full webinar here. .

Gamification 62

Gamification Enterprise Contact Center Contact center software 62

Fonolo

JUNE 10, 2021

Managing a call center team isn’t easy. And if managers aren’t paying attention, this dynamic can severely impact work performance, customer satisfaction, and other aspects of their operation. Games might seem juvenile at first glance, but gamification is a popular and highly effective way to engage your staff, no matter their age.

Call Center 91

Call Center Interactive Voice Response Gamification Contact Center 91

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. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 48

Consulting Consulting Contact Center Analytics 48

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. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JULY 31, 2019

Call tracking can integrate with applications like customer relationship management (CRM) systems, interactive voice response (IVR) systems and intelligent virtual agents (IVAs) to leverage customer data and deliver highly relevant and customized communications and recommendations.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

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. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Analytics Marketing 48

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. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Liveops

JANUARY 6, 2022

Recently, Liveops Senior Vice President of Marketing and Talent Acquisition, Ellen Hahn, joined the weekly live stream Sterling Live to discuss recent workforce trends with Sterling General Manager Vincenza Caruso-Valente. Much has been said of the Great Resignation of 2021. Particularly for independent agents and contractors.

Gamification 62

Gamification virtual call center Virtual Agent Call Center 62

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

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.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

NOVEMBER 29, 2017

in 2018, 23% in both 2019 and 2020, and 21% in 2021. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. This represents only 11.4%

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021. When: Today, 11 March 2021. New-gen WFM uniquely positioned to address pandemic-related challenges.

Consulting 59

Consulting Consulting Marketing Management 59

NobelBiz

MAY 9, 2023

from 2021 to 2028 to reach USD 12.2 This can be a powerful tool for outbound campaigns but requires careful monitoring and management to avoid abandoned calls and maintain compliance. Technology and Strategy Issues Poor Number Management: using outbound numbers that are labeled or blocked. billion by 2028.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Vistio

JUNE 29, 2021

Well, from a positive standpoint, I really like what’s going on with knowledge management right now, solutions that are helping agents better position different products or services in front of the consumer. It can be done using gamification. But in my mind, this is probably the frontline solution of 2021. Great advice.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52