DMG Consulting

APRIL 8, 2024

WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

DMG Consulting

JANUARY 10, 2022

The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Source: DMG Consulting, December 2021. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. Gamification. IVAs use conversational artificial intelligence to improve the customer self-service experience and increase the number of inquiries and interactions that can be fully or partially automated in both voice and digital channels. automated quality management).

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

NOVEMBER 3, 2020

Self-Service Comes on Strong. WFM solutions are providing agents with enhanced self-service capabilities that give them the autonomy to create and manage their own schedules and time off. As importantly, these tools allow agents to accommodate their need for work/life balance. Learn more at www.dmgconsult.com.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Storyline: Gamification. Consumers feel isolated as it is.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

DMG Consulting

AUGUST 17, 2017

Thank you for your interest in DMG Consulting’s publications. Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help.

Contact Center 69

Contact Center Technology Big data Gamification 69

Babelforce

MAY 19, 2022

Here are just a few examples of some of the neat things babelforce can do: Automate workflows Integrate third-party systems Enable smart routing Offer virtual queuing Provide self-service AI assistance. babelforce comes into its own with its automated calling services.

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Emotion analytics. Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent.

Technology 122

Technology Customer Service Gamification Contact Center 122

Call Design

AUGUST 20, 2019

As we move into gamification, AI and automation as part of our suite of solutions, we are confident that Call Design will continue to combine the best technology and consulting to clients in the region, and Aspect Software is very much part of that.”.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

As we move into gamification, AI and automation as part of our suite of solutions, we are confident that Call Design will continue to combine the best technology and consulting to clients in the region, and Aspect Software is very much part of that.”.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

GetFeedback

APRIL 17, 2019

Others consider their situation to be too difficult, sensitive or nontrivial for your service reps to help. Creating a self-service customer portal helps to avoid such situations. Before thinking about contacting your customer service, people will have an opportunity to look through knowledge articles on your portal.

Customer Service 102

Customer Service CRM Self service Gamification 102

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. ANALYTICS RECEIVES AN ENCORE. Speech and text analytics, also known collectively as interaction analytics, provide a firsthand, unfiltered view of what transpires between customers and an organization. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. This is where workforce optimization (WFO) suites fit in.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where: Available at the DMG Consulting online store. When: Today, 11 March 2021. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. – Brad Butler, Contact Center Software Consultant @ NobelBiz 2.

Best practices 98

Best practices Call Center Gamification Contact center software 98

NobelBiz

AUGUST 28, 2023

Real-Time Analytic tools provide insights into agent performance, customer sentiment, and channel effectiveness, allowing for quick adjustments and data-driven decisions. Speech and Text Analytics can monitor interactions, identify trends, and uncover customer insights, enhancing agent training and performance optimization.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Hodusoft

MAY 17, 2021

Similar behaviour is observed in financial services providers like stock broking houses, insurance providers, commodity trading institutions among others. It works like a self-service platform akin to assembly line calling with agents getting no rest between calls. Potential enhancement from on-premise to cloud services.

call center software 52

call center software Call Center Interactive Voice Response Banking 52

Balto

SEPTEMBER 12, 2023

The transformative shift to digital interactions has changed customer expectations to include 24/7 self-service and personalized and consistent digital experiences across different channels and platforms. Another convenient self-service option is the knowledge base.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52