Analytics, Gamification, Industry and Surveys

Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Read on about these industry issues and trends so that you can power-up and defy the odds in 2019.

Contact Center

Contact Center Gamification Call Center Average Handle Time

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report

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

Consulting Consulting Contact Center Analytics

Getting Comfortable at SNUG 2019

Noble Systems

JUNE 7, 2019

For industry analysts, one of the key points of the SNUG experience is to get an impression of our company and products, and most importantly, how we help customers improve processes and performance. One of Paul’s favorite topics to write about is gamification – he has an extensive catalog of published analysis on the technology.

Gamification

Gamification Contact Center Coaching Education

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

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

12 Call Center Best Practices You Need to Be Doing Right Now

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Not doing so risks losing valuable customers and call center talent in an industry that’s already known for high agent attrition rates.

Best practices

Best practices Call Center Coaching Schedule adherence

AI Customer Service: Today’s Most Transformative Technologies

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% Emotion analytics. This realization has seen investments in AI rapidly increasing.

Technology

Technology Customer Service Gamification Contact Center

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report

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

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report

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. About DMG Consulting LLC.

Consulting

Top 10 HR Management Software for HR Managers in 2022

CSM Magazine

JULY 28, 2022

This includes, for example, the use of passive candidate search methods in social networks, work with virtual remote teams, use of “blind” recruiting technologies, gamification, and the use of artificial intelligence for personnel selection, etc. Working with large data sets (Big Data) is primarily used for HR analytics.

Management

Management Gamification Analytics Enterprise

Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

APRIL 18, 2023

As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. Also, call center operations managers are crucial in driving hyper efficiency within their organizations.

Contact Center

Contact Center Interactive Voice Response Management Gamification

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report

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. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 30 September 2020.

Consulting

Consulting Consulting Marketing Customer Service

Seven customer community building tips for SaaS CSMs

ChurnZero

MAY 4, 2023

Monitor customer feedback for common threads Prior to the re-launch, we put together several customer feedback roundtables and fielded a survey to solicit customer input. ” Ambassadors are ChurnZero champions and product enthusiasts, with diverse industry and global representation.

SaaS

SaaS Best practices Gamification Feedback

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040

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. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 3 March 2020.

Consulting

Consulting Consulting Contact Center Gamification

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

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. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Consulting

Consulting Consulting Marketing Management

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

DECEMBER 7, 2020

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

Calabrio Releases New Performance Coaching to Facilitate Agent Success and Customer Service Excellence

CSM Magazine

FEBRUARY 1, 2022

These industry dynamics have left agents experiencing even more stress and feeling that employers do not do enough to provide support. Two of the top wishes that agents identified in Calabrio’s survey are more frequent training and more personalized development.

Coaching

Coaching Gamification Customer Service Quality management

A Beginner’s Guide On An Effective Inbound Call Strategy

OctopusTech

MARCH 1, 2023

Depending on the industry, call systems can screen incoming calls and analyze the customer’s request. Additionally, organizations should regularly seek customer opinions about call center experiences by administering surveys that measure: Net Promoter Score (NPS) Customer satisfaction (CSAT) Customer effort score (CES) 2.

Interactive Voice Response

Interactive Voice Response Call Center Gamification Schedule adherence

17 Surprising Stats About Call Centers

Fonolo

JANUARY 29, 2019

You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). 44% of people surveyed in the U.S. This is listed by 34% of U.S. billion in 2017 to USD 93 billion by 2022!

Call Center

Call Center Airlines Contact Center Self service

Australian Banking and Financial Institutions Need a Seismic Shift in Culture

Noble Systems

OCTOBER 22, 2018

Gamification, which applies game mechanics to engage employees by tracking and rewarding desired behaviours, has made recent gains in popularity in the global financial industry due to its effectiveness in improving engagement, customer experience and customer loyalty. Customer Effort Score. Agent gave correct information.

Banking

Banking Gamification Customer centricity Surveys

Better Together (Blog#3)

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. AI and UC are transforming innovative organizations into successful industry leaders.

Self service

Self service Contact Center Chatbots Average Handle Time

DMG Consulting Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report

DMG Consulting

DECEMBER 10, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 12 November 2019.

contact center workforce Consulting Consulting Contact Center

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

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. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 8 August 2018.

Virtual Agent

Virtual Agent Consulting Consulting Interactive Voice Response

5 Strategies For Increasing Contact Center Performance

Playvox

MARCH 12, 2023

But more than half (54%) of consumers in a Zendesk survey said it feels like customer service is an afterthought for most businesses they interact with — that’s not the feeling you want customers to walk away with. Responding to customer queries promptly and efficiently can make a huge difference in customer satisfaction.

Contact Center

Contact Center Gamification Metrics Quality management

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report

DMG Consulting

JUNE 12, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 5 June 2019.

contact center workforce Consulting Consulting Contact Center

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report

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 LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 3 October 2019.

Consulting

DMG Consulting Releases 2019 Call Tracking Product Report

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., When: Today, 17 July 2019.

Consulting

Consulting Consulting Interactive Voice Response Virtual Agent

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report

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. DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report.

Consulting

Consulting Consulting Marketing Contact Center

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting

DECEMBER 11, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Artificial intelligence (AI) and predictive analytics are also profoundly impacting the CBCCI market. 12/11/2019. Strong and innovative sector with sustained growth and momentum.

Consulting

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report

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

Consulting Consulting Marketing Management

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report

DMG Consulting

JUNE 11, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 23 May 2019.

Virtual Agent

Virtual Agent Consulting Consulting Marketing

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report

DMG Consulting

AUGUST 3, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 1 August 2018.

Consulting

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

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. About DMG Consulting LLC.

Consulting

Consulting Consulting Virtual Agent Marketing

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report

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. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 4 December 2018.

Consulting

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG Consulting

NOVEMBER 1, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” When: Today, 1 November 2017. million from $1,669.7

Consulting

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG Consulting

MAY 25, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 23 May 2018.

contact center workforce Consulting Consulting Contact Center

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

DMG Consulting

MARCH 31, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 21 March 2017.

contact center workforce Consulting Consulting Contact Center

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report

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.

Consulting

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report

DMG Consulting

MARCH 16, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 12 March 2018.

Consulting

Consulting Consulting Marketing Management

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report

DMG Consulting

JANUARY 17, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. This transition opens the door for emerging solutions that take a digital, omni-channel, analytics and AI-oriented approach to addressing the WFO challenge.”. When: Today, 3 January 2018.

Consulting

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

JULY 19, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 19 July 2017.

Virtual Agent

Virtual Agent Consulting Consulting Marketing

Workforce Optimization Ushers in the Real-Time Contact Center

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. Artificial intelligence (AI) is seeing rapid adoption across industries.

Contact Center

Contact Center Interactive Voice Response Analytics Self service

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report

DMG Consulting

JUNE 7, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 7 June 2017.