Accountability Analytics Gamification Quality management 
DMG Consulting
MAY 8, 2023
The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX). What makes these enhancements compelling is that the vendors have taken into account both the need for new capabilities and the importance of making them easy to use.
DMG Consulting
SEPTEMBER 30, 2021
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. Total revenue for all companies that sell WFO suites on a generally accepted accounting principles (GAAP) basis in 2020 was $3.94
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Enghouse Interactive
FEBRUARY 9, 2021
Examples include: Customers – benefit from quick identification and automated verification/ validation, a relevant welcome greeting, while being proactively provided with both order and account updates, as a starting point. Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s.
DMG Consulting
NOVEMBER 29, 2017
Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The next step for the CBCCI vendors is the introduction of artificial intelligence, machine learning, natural language understanding and analytics into their solutions.
DMG Consulting
APRIL 16, 2019
These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. ANALYTICS RECEIVES AN ENCORE.
Monet Software
APRIL 24, 2020
And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Manage to the Metrics. Gamification to make each day a challenge, chart progress and reward superior performance, whether in bonuses or accolades.
Playvox
MARCH 27, 2023
One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. By regularly reviewing progress toward these goals, managers can provide feedback and support to help agents achieve their targets.
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