Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. 10 Contact Center Technologies You Should Know. Why does contact center technology matter?

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases Future Contact Center Outlook, 2025 – 2040. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Contact Center Gamification 62

Noble Systems

SEPTEMBER 3, 2019

In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent overload. According to research by Contact Babel, medium sized contact centers have an average turnover rate of 37%. Why is this so important? Agents are human. Humans have limits.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction 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 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure 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. When: Today, 2 December 2020.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Noble Systems

APRIL 21, 2020

The heart of the call center is its people, often called representatives, or agents, who are on the front-line of these communications. Equally important is the call center software used to manage all of those contacts. Cloud based contact centers are growing in popularity.

call center software 80

call center software Call Center Technology Contact center software 80

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 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. Contact center WFO revenue grew at an even faster rate, 12.1%

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. Auto-Attendant and IVR. Learn more about specific features for Telemarketing or Collections teams.). allow the number.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times. What is call center efficiency?

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure 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. 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. who interact with them. By Donna Fluss.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 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. 11/30/2017. When: Today, 30 November 2017. This represents only 11.4%

Consulting 48

Consulting Consulting Contact Center Marketing 48

TechSee

DECEMBER 16, 2021

Self-service IVR was a popular choice, with 42% of organizations increasing its use on the heels of COVID. Expect omnichannel self-service – with human backup — to become a priority for the future of call centers in 2022. Analytics for insights Companies have finally grasped the hidden gem in customer analytics.

Call Center 124

Call Center Self service Gamification Contact Center 124

Noble Systems

MARCH 30, 2020

Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during the current Coronavirus outbreak. These measures are vital, as high call volumes are a major challenge for contact centers during times of crisis. Optimize scheduling.

Management 90

Management Gamification Contact Center Coaching 90

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 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 13th annual Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

UJET

NOVEMBER 3, 2020

Without AI, customers often spend extra time navigating generic IVR (interactive voice response) menus. No matter how diverse your clientele is or how many channels your contact center utilizes, intelligent routing sends your customers to the right agent or resource quickly and efficiently.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

DMG Consulting

JULY 31, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Fundamentally, call tracking is software and analytics that are used to capture inbound call activity to determine the effectiveness of online (e.g., and offline (e.g.,

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 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. New-gen solutions are the future of this mature sector. million in 2016 to$1,655.3

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure 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. Differentiated and compelling capabilities driving growth.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

NOVEMBER 14, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Although voice-based support is likely here to stay, it is becoming the contact method of last resort, though still preferred for highly emotional or time-sensitive issues.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

AUGUST 9, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. This Report covers all aspects of this emerging IT sector, which is building momentum because of its compelling business benefits for enterprises, contact centers and customers.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

UJET

NOVEMBER 3, 2020

Without AI, customers often spend extra time navigating generic IVR (interactive voice response) menus. No matter how diverse your clientele is or how many channels your contact center utilizes, intelligent routing sends your customers to the right agent or resource quickly and efficiently.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

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. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

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. growth rate for both the contact center WFO and WFM sectors, and a 10.7%

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 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. When: Today, 21 March 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Babelforce

MAY 19, 2022

Automated calling services can improve the way you handle your inbound calls too by routing calls more efficiently and providing IVR services to help your customers help themselves. It’s hard to imagine a modern outbound call center without an automated calling service. It’s like an entire cloud-based toolkit for your contact center.

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

Jon Arnold

MARCH 28, 2019

They started out with a predictive dialer, but now have a full suite of cloud-based contact center offerings. Noble CC is the main platform, and seems to cover the bases - omnichannel, inbound and outbound calling, advanced IVR, skills-based routing and a full range of compliance check-boxes.

Gamification 75

Gamification Contact Center Scripts Interactive Voice Response 75

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. When: Today, 22 August 2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn. When: Today, 8 April 2020.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

OCTOBER 17, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 9, 2020

Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The market began the 2010’s with contact center WFO revenues of $1,012.1

Consulting 48

Consulting Consulting Marketing Contact Center 48

Noble Systems

APRIL 21, 2020

On the contrary, call center services are in high demand, and business continuity for call centers is becoming more important for economic and societal health. Contact center agents, considered essential critical infrastructure workers during COVID-19 by CISA , have always had a stressful job. Accurate scheduling is key.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68

DMG Consulting

MARCH 31, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its.

Consulting 48

Consulting Consulting Marketing Management 48

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Artificial Intelligence (AI) and Unified Communications (UC or UCaaS) are becoming integral to every contact center, with different benefits from each. Agent Analytics (28.4%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Fonolo

JANUARY 29, 2019

Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.” The Panelists.

Call Center 85

Call Center Airlines Contact Center Self service 85