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

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

Call Design

OCTOBER 6, 2020

Since the customer is king, contact centres need to double their efforts to resolve customer service calls more efficiently and quickly. Whether you are implementing new training, new technology or more communication channels, it’s essential to be prepared to solve a customer problem quickly.

Customer Service 148

Customer Service Self service Quality management Wait times 148

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. The pressure is on for enterprises to improve their customer experience (CX). The post Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement appeared first on DMG Consulting.

Enterprise 59

Enterprise Contact Center Technology Analytics 59

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

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

COPC

SEPTEMBER 30, 2022

is pleased to announce that it has once again approved Nexcom’s RevealCX as a Platinum Partner in the COPC Approved Technology Provider (ATP) program. RevealCX is an AI-Powered software as a service (SaaS) quality monitoring solution. developed the ATP program recognizing technology solutions proven to deliver real business value.

Calibration 63

Calibration Best practices Quality management Benchmark 63

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

Serenova

JANUARY 7, 2020

If you’re familiar with Serenova, you know we talk (and write) often about the power of technology. Time and time again, we’ve seen, firsthand, how our technology solutions fuel growth by transforming the customer experience. Transformational technology is in our DNA. I credit it directly to our success.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

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

Fonolo

NOVEMBER 22, 2022

Their Contact Center Manager Certification is one of many courses they offer. In this 3-day virtual classroom course, you’ll learn best practices for managing your contact center team, technology and software, and daily operations. More on Benchmark Portal’s Contact Center Manager Certification ?. It includes 1.5

Call Center 147

Call Center Management Benchmark Contact Center 147

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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Analytics Marketing 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. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Contact Center Marketing 48

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. 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. About Calabrio.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

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. What: Releases 2017 Contact Center Workforce Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 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

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

Beyond Philosophy

JANUARY 27, 2022

As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding. I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). We had a problem 20 years ago, too.

CRM 195

CRM Consulting Consulting Quality management 195

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

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

SEPTEMBER 29, 2022

In the past three years, AI has progressed from a concept with great potential to a practical set of technologies that are being used to reinvent the underpinnings of every contact center system and application. Additionally, companies use traditional quality management (QM) solutions to determine if agents properly handle customer inquiries.

Contact Center 62

Contact Center contact center solutions Enterprise Analytics 62

DMG Consulting

APRIL 14, 2023

Interaction analytics applications capture and report on what is happening, enabling companies to measure the impact of their actions on their customers and prospects. The benefits of IA solutions will increase as they are applied to the growing number of departments that impact the customer journey.

Analytics 48

Analytics Quality management Enterprise Contact Center 48

DMG Consulting

FEBRUARY 5, 2020

The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments. Figure 1: Contact Center Technology Investment Priorities for 2020. This is interesting given the mega trend to improve the customer experience.

Omni-channel support 87

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

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. One of the latest AI technologies is GPT-4, the fourth generation of OpenAI’s language prediction model. Analytics-enabled quality management.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

SharpenCX

MARCH 25, 2021

[Download Now] Use your contact center’s data to improve the customer experience today. Turns out, customer service analytics, including speech analytics, is one of the five technology trends in Gartner’s custom e r experience hype cycle this year. . All your systems sync up and share customer information.

Coaching 67

Coaching Analytics Call Center Quality management 67

DMG Consulting

MARCH 10, 2023

As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Analytics-enabled quality management (AQM) (a.k.a. automated quality management).

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

SEPTEMBER 24, 2021

There are times, as was the case during the pandemic, when it’s inappropriate to survey customers, which left companies in the dark when they had no other way of tracking and measuring the customer experience. The post The Transformational Value of Interaction Analytics appeared first on DMG Consulting.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

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. View this article on the publisher’s website.

Coaching 48

Coaching Average Handle Time Contact Center Analytics 48

DMG Consulting

JANUARY 10, 2022

It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Beyond Philosophy

NOVEMBER 8, 2017

In customer experience, satisfaction is more a state of benign calmness or passive quietude which is the result, or product, of some relatively neutral emotions and, in and of itself, doesn’t apply very well as either a precursor to learning more about behavior or as an emotion. Three Ways To Avoid Customer Rage.

Consulting 150

Consulting Consulting B2B Metrics 150

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. One common mistake I see from call centers that I have consulted with over the last year is…”. Get a solution that is…”. Peter Abah. TerminixTriad.

call center software 210

call center software Call Center Contact Center Analytics 210

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. About Calabrio.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

DMG Consulting

SEPTEMBER 4, 2020

It has outperformed most other contact center IT segments during economic slowdowns and recessions because of its ability to reduce operating costs while improving the customer experience and enhancing agent engagement. Final Thoughts. Secondly, WFO solutions are going to come out of the pandemic with stronger demand than they went in.

Contact Center 87

Contact Center Analytics Consulting Consulting 87

DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation. Broader Use Cases for IA.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. These applications are being pushed to the next level by more advanced AI-enabled technologies, like supervised, semi-supervised, and unsupervised machine learning and predictive analytics. Speech Analytics and AI Is a Winning Combination.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. New technologies will help contact centers be more agile in the new year. When is the right time to assess the quality of an interaction?

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. For contact centers, this means a next generation of high-definition customer experiences that will differentiate the most successful global brands.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90