DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure 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. MEDIA ALERT. When: Today, 13 October 2021.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

APRIL 16, 2019

Question: We are just getting started with speech analytics. Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table. AQM can also reduce the risks associated with fraud and out-of-compliance situations.

Analytics 115

Analytics Enterprise Quality management Coaching 115

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. By Donna Fluss. Improvements in Speed and Accuracy.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

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). DMG Consulting research shows that approximately 50 percent to 60 percent of the WFO/WEM applications acquired by contact centers are sold through CCaaS vendors.

Management 62

Management Enterprise Analytics Contact Center 62

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. of survey participants. 2022 Top Contact Center Priorities/Goals.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. 11/30/2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 8, 2023

Take DMG’s 2-minute 2024 Contact Center Goals and IT Investment Survey } Ultimately, contact center leaders are trying to figure out which technology partners and applications will make practical and meaningful contributions to help them achieve their goals. The post 2024: The Year for Contact Center AI appeared first on DMG Consulting.

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

DMG Consulting

FEBRUARY 5, 2020

DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. 2020 Contact Center Investment Priorities.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

DMG Consulting

MAY 26, 2020

2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). . WFO Trends in 2020.

Analytics 96

Analytics Contact Center APIs Consulting 96

DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. Analytics-enabled quality management. The post AI + IA = Great CX appeared first on DMG Consulting.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

DMG Consulting

SEPTEMBER 29, 2022

Today, there are many types of surveying solutions available to capture explicit customer feedback. Companies also have interaction analytics (also known as speech and text analytics), which is used to capture implicit feedback and insights from unstructured conversations.

Contact Center 62

Contact Center contact center solutions Enterprise Analytics 62

DMG Consulting

JANUARY 29, 2021

This is exactly what DMG asked enterprise, IT and contact centers leaders from around the world in our annual contact center goals and priority survey, conducted in November and December 2020. of survey respondents indicated the importance of prioritizing the customer experience. Reporting and analytics, which garnered 28.1%

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. Calabrio’s scores led each of these categories.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

CSM Magazine

FEBRUARY 23, 2021

These organisations require an innovative yet reliable solution to help them manage unprecedented levels in demand.”. When Calabrio surveyed its customers recently 72% of organisations stated they are either moving to the cloud, are already there or plan to increase their investment in cloud technology in 2021. About Calabrio.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

DMG Consulting

DECEMBER 2, 2022

DMG Consulting’s survey of contact center operational and technical goals and investment priorities for 2022 showed that executives are primed to make a series of technology investments to enhance the performance, productivity, and perception of their service organizations. Real-Time Guidance: Help for Agents and Customers.

Coaching 48

Coaching Average Handle Time Contact Center Analytics 48

DMG Consulting

JUNE 9, 2023

When CCaaS is sold on a consumption basis for low-volume users, it may be as cost-effective as a UCaaS offering, yet it can include functionality such as transcription, voice biometrics, recording, quality management, interaction analytics, surveying, workforce management, real-time guidance, and more.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Mihai Corbuleac. csITsupport. Scott Sachs.

call center software 210

call center software Call Center Contact Center Analytics 210

DMG Consulting

MAY 6, 2022

But this is just the beginning, as DMG Consulting expects contact center functionality to become a standard productivity tool, akin to Microsoft Word, Excel and PowerPoint, for a growing percentage of enterprise workers in the next 10 years. The post The Cloud Contact Center Land Grab Is On appeared first on DMG Consulting.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

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

JANUARY 8, 2018

Coaching methods range from manual activities performed by supervisors, such as whisper coaching or internal chat during live monitoring sessions, to automated capabilities supported by speech, text and desktop analytics solutions.

Coaching 48

Coaching Contact Center Gamification Analytics 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

Sikorski's Think Abouts

APRIL 19, 2015

Trends in Quality Assurance: Less punishment more training. Customer surveys and be sure to share with your staff. Speech analytics. Warmest regards, Laura Sikorski – Independent Call Center Consultant. Cheaper data storage. Helps the rest of the business. Integration with other systems. Screen capture with recording.

Calibration 40

Calibration Call Center Consulting Consulting 40

Global Response

MARCH 1, 2022

CSAT is a metric that measures the overall performance of the customer service engagement based on the customer’s perception of the engagement, typically with a short survey or question at the end of the call or as a follow-up email or text. Global Response’s human-centered, data-driven contact center solutions are here to help.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management. Proactive or Reactive CX?

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Taylor Reach Group

SEPTEMBER 29, 2020

Customer Relationship Management (CRM). Learning Management System (LMS). Workforce Management (WFM). Quality Management (QM). Business Analytics. QUALITY MANAGEMENT. Therefore, Quality Management can help ensure the success of these vital business areas. BUSINESS ANALYTICS.

Contact Center 85

Contact Center CRM Quality management Analytics 85