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.

Consulting 48

Consulting Consulting Marketing Management 48

Fonolo

JANUARY 4, 2022

Here’s a comprehensive list of the most important customer service statistics you need to know in 2022. Contact Center Trends 2022. Source: Deloitte: Contact Center Survey. 53% of shoppers believe their feedback doesn’t go to anyone who can act on it. Contact Center Trends 2022. Source: Microsoft.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

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. # # #.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

AUGUST 3, 2018

DMG predicts that the RPA market will continue to experience a significant rate of growth (100% or higher) during each of the years from 2018 through 2022. DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Gamification 48

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.

Consulting 48

Consulting Consulting Marketing Management 48

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%

Consulting 48

Consulting Consulting Contact Center Marketing 48

Netomi

MARCH 27, 2022

CSAT is often measured by completing customer satisfaction surveys. Surveys are completed through a brief, single question form asking how a customer feels following their most recent experience. This can be done through an email, chat, phone follow-up question, or through traditional paper or postcard satisfaction surveys.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

JustCall

AUGUST 10, 2022

Top 8 Avoxi Alternatives & Competitors in 2022. Feedback on JustCall from Real-World Users. Internal extensions – Each agent is given a personal extension line so customers can reach them easily. Call masking – Mask private numbers to protect agents’ privacy. Looking for a robust Avoxi alternative ?

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

JustCall

MARCH 29, 2022

Virtual agents can handle everything from ordering to tracking and query management. Collecting feedback. The only way you can make sure that you leave no one out of the post-call surveys is to automate the process. Automation can save a considerable chunk of time while collecting surveys. Call analytics.

Sales 52

Sales Interactive Voice Response Contact center software CRM 52

JivoChat

JUNE 7, 2021

Numbers from a 2018 survey indicate that 4 out of 5 consumers actually wish businesses texted them more, so you’re sure to find many customers opting-in to this type of customer interaction. Feedback surveys: Everyone likes to feel as if their voice is heard. Make consumers feel more like stakeholders by asking for feedback.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

Netomi

APRIL 7, 2022

Today, providing strong customer service is key – according to Zendesk’s CX Trends 2022 report, 72% of business leaders say that their organization views customer service as a critical business priority. Issues that are sensitive, critical or high-risk are routed to human support agents.

CRM 52

CRM Brand ambassadors Analytics Chatbots 52