2024 Customer Experience Gamification Surveys 
DMG Consulting
APRIL 8, 2024
Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 These solutions were identified by 37.5
DMG Consulting
AUGUST 3, 2020
For these reasons, DMG projects that the growth rate of IA, based on seats, will be 11% in 2020 and 2021 and 10% in each of the following 3 years, 2022 – 2024. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.
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DMG Consulting
APRIL 15, 2020
Due to the high demand for more intelligent (and, in the future, AI-enabled) contact center WFM solutions, and because of the currently limited interest in back-office and branch solutions, DMG estimates that revenue from the WFM market will increase by 10% in 2020, 11% in 2021 and 2022, and 12% in 2023 and 2024.
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.
DMG Consulting
MARCH 11, 2021
Among the most important capabilities for this purpose in WFM suites are real-time adherence, intraday management, mobility, self-service, gamification and bi-directional communication. DMG expects the WFM market to grow by 10% in 2021, 11% in 2022 and 2023, and 12% in 2024 and 2025.
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