DMG Consulting

JANUARY 2, 2018

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. Speech analytics has reached maturity after 14 years in the commercial market. THE NEXT ACT FOR SPEECH ANALYTICS.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? In summary: Call Recording + Quality Management = Cost Savings. The result to the bottom line?

Quality management 40

Quality management Management Scripts Call flow 40

DMG Consulting

JANUARY 1, 2024

The availability of generative AI and contact center-focused and vertical-specific large language models (LLMs) is allowing new best-of-breed competitors to enter the WEM technology sector, particularly with real-time guidance, analytics-enabled quality management (AQM), and automated post-interaction summarization offerings. “AI

Consulting 59

Consulting Consulting Enterprise Marketing 59

Connect

APRIL 18, 2024

Additional applications relate to better management and operational efficiency, supporting supervisors with AI-powered quality management or scoring and providing insights and recommendations for strategic planning. About ‘ Connect.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Our success is fueled by our customers’ success.

Management 59

Management Coaching Contact Center Customer centricity 59

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

CSM Magazine

OCTOBER 28, 2020

Calabrio , the customer experience intelligence company, announced the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The ONE Awards recognize high-achieving companies using Calabrio ONE to drive the future of customer and workforce engagement management.

Analytics 40

Analytics Abandon rate Education Employee engagement 40

Hodusoft

JUNE 17, 2021

For attracting and retaining customers, many businesses use call recording for adequate quality control. This industry is expected to grow steadily in the next few years and reach a value of 496 billion USD by 2027. . Fintech Industry leader. Very reliable software.” – Adetayo C, From Gambling and Casino industry.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Workforce engagement positively or negatively impacts profitability, revenue, customer experience, employee turnover, and much more. fall into the “engaged” category.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

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 48

Consulting Consulting Analytics Marketing 48

Playvox

FEBRUARY 16, 2024

From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. When you unlock the benefits of AI in quality management, you’re able to move beyond basic process improvements to a direct, marked improvement in employee experience (EX) and ultimately CX.

Quality management 75

Quality management Contact Center Management Best practices 75

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

COPC

SEPTEMBER 30, 2022

The innovative technology aligns quality results with the customer experience and key business metrics. Management at all levels can receive actionable real-time data and immediately uncover the root causes of performance issues. As a leader in the contact center industry, COPC Inc. About COPC Inc.

Calibration 63

Calibration Best practices Quality management Benchmark 63

CSM Magazine

JUNE 22, 2023

We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management, and personalised coaching.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

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 62

Consulting Consulting Contact Center Marketing 62

CSM Magazine

FEBRUARY 23, 2021

Calabrio , the workforce engagement management (WEM) company, has seen a strong growth trajectory in the UK during the last 12 months, despite the global pandemic. Before joining Calabrio, Niall spent 6 years with Qlik as Industry Solutions Director. About Calabrio.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

DMG Consulting

OCTOBER 6, 2023

Generative AI technologies utilized in contact center applications are primarily being trained using large language models (LLMs), which can contain generic training data (public LLMs), be more specific to an industry or company (private LLMs), or be a combination of both.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

CSM Magazine

JANUARY 27, 2021

DMG, a leading independent contact centre research and consulting firm, annually conducts reports on the workforce optimisation (WFO) industry, including market trends and challenges, predictions and vendor market share, as well as an extensive customer satisfaction survey to measure end-user experience with vendors and their products.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

AWS Machine Learning

JULY 29, 2022

Organizations across various industries are using artificial intelligence (AI) and machine learning (ML) to solve business challenges specific to their industry. For example, in the financial services industry, you can use AI and ML to solve challenges around fraud detection, credit risk prediction, direct marketing, and many others.

Government 78

Government Banking Analytics Accountability 78

Callminer

FEBRUARY 21, 2018

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. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call. TechnologyAdvice.

call center software 210

call center software Call Center Contact Center Analytics 210

CSM Magazine

OCTOBER 27, 2020

Arming users with predictive analytics and powerful reporting lets them understand the “why” behind the “what” of operations to facilitate improvements to the agent and customer experience. The new product also unlocks insights for planning, performance and wider workforce engagement. 2020 has, of course, spawned many changes.

Analytics 52

Analytics Self service Best practices Quality management 52

Global Response

MARCH 26, 2024

To do so, you need to conduct thorough due diligence: Evaluate their track records, financial stability, industry reputation, and compliance with relevant regulations. Expertise and experience The vendor should have years of experience in and a deep understanding of your specific industry. Invest in developing skills for all employees.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

Playvox

MARCH 12, 2023

Implementing continuous training and development programs can help customer service agents improve their technical knowledge, stay current on industry practices, and provide better customer service due to enhanced soft skills. The same can be said for contact center training.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

CSM Magazine

FEBRUARY 1, 2022

Agents say that they are managing more than 14 additional omnichannel interactions every day compared to 18 months ago. These industry dynamics have left agents experiencing even more stress and feeling that employers do not do enough to provide support.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Talkdesk

MAY 11, 2020

Doing so provides greater transparency into the quality management process and helps teams identify small wins they can celebrate to build and maintain strong morale and motivation. That’s why this company uses speech analytics and AI to surface moments of really negative customer sentiment on calls. Take the emotion out of it!

Coaching 88

Coaching Contact Center Morale Analytics 88

JustCall

JANUARY 19, 2023

Tracking and evaluating the right metrics allows you to assess your call center’s performance in terms of industry benchmarks. This is where call center quality management can help. You should thus use reliable tools for better call center optimization and access the analytical data via the cloud-based dashboard.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

DMG Consulting

MARCH 1, 2019

The WFO market has been in transition for the past several years; the primary applications in the sector, recording and quality management/quality assurance, are mature. ANALYTICS, AI, AND RPA. And combining IA with customer journey analytics (CJA) leads to even deeper insights for the enterprise.

Marketing 84

Marketing Contact Center Analytics Enterprise 84

Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). Aspect delivers on that need in W orkforce Optimization Version 20. . Many others, especially in AQM .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Monet Software

OCTOBER 3, 2018

Monet WFO is a unified cloud Workforce Optimization solution for contact centers and help desks which includes workforce management, quality management, performance management and analytics. Congratulations to Monet Software for being awarded a 2018 CUSTOMER Magazine Contact Center Technology Award.

Contact Center 48

Contact Center Technology Quality management Engineering 48

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.

Consulting 48

Consulting Consulting Marketing Gamification 48

CSM Magazine

APRIL 22, 2021

CX is the most important aim of contact centres today and many professionals in the industry believe the customer service experience will impact brand loyalty even more than before the pandemic. Through AI-driven analytics, Calabrio uncovers customer behaviour and sentiment and derives compelling insights from the contact centre.

Analytics 52

Analytics Best practices Chatbots Self service 52

Serenova

APRIL 19, 2020

While most of us have been in lockdown mode, healthcare, financial services and other “essential” industries have had to continue to operate and serve customers through their contact centers. Advanced Reporting & Analytics. Advanced Reporting & Analytics. Customer-first Support. Global Scalability.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

Serenova

AUGUST 11, 2020

While metrics vary based on company and industry, call center agents are often expected to field dozens of customer inquiries every day. CxEngage Quality Management. Great Communication. That’s why great communication skills are a must-have for any call center agent.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

COPC

JULY 8, 2021

continues to deliver value to contact centers and customer experience industries by maintaining strong programs that give our customers actionable training, resulting in higher CSAT scores and reduced costs within their operations. The EMEA region of COPC Inc., recently graduated its 5,000th student, Marc Birker. At COPC Inc.,

Best practices 52

Best practices Contact Center outsourcing Quality management 52

Talkdesk

JUNE 5, 2019

Industry leading innovations such as Reporting & Analytics , performance-boosting Quality Management tools and artificial intelligence (AI) infused Intelligent Routing ensure Via continues to provide customers with superior customer service.

Transportation 46

Transportation Customer Service contact center solutions Contact Center 46

DMG Consulting

AUGUST 31, 2021

Other industry thought leaders have identified the explosion of digital channels as a reason why the quality of service seems to be falling like a rock. Some people are blaming the pandemic and/or the work-at-home situation, but these recent events are not the cause. There were major service issues long before COVID-19.

Enterprise 59

Enterprise Contact Center Technology Analytics 59