DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 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. When: Today, 8 August 2018.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 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. When: Today, 23 May 2019.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center 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 Contact Center Analytics 48

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

Consulting 48

Consulting Consulting Analytics 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 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. About DMG Consulting LLC.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Outsource Consultants

FEBRUARY 22, 2021

In order to make sure agent supervisors have adequate training, BPO providers need to make frequent reviews of their technology and programs. Areas of innovation your BPO should already offer supervisors: LMS solutions to replace or supplement in-person training. Get your no-risk, no-cost consultation today. Lowest AHT.

Call Center 76

Call Center Gamification Coaching Morale 76

Beyond Philosophy

APRIL 6, 2016

Prioritize and allocate resources (time, money, people, facilities, technology). For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device. So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches.

Gamification 150

Gamification Benchmark Automotive Wireless 150

Outsource Consultants

NOVEMBER 29, 2021

By being proactive — and highlighting the benefits of remote work — leaders have been able to refine processes and technologies to supercharge their output. This model allows for agents to work comfortably from home but within a proximal distance for occasional in-person visits. Better Performance. Brand Connectivity.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

Outsource Consultants

SEPTEMBER 14, 2021

Tip the Scales with Technology. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony. But what do these specific technologies actually do? So if you have specific AI goals, you should definitely consult on your options with an expert contact center partner.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

DMG Consulting

NOVEMBER 3, 2020

Technology must adapt and transform, and nowhere is this more evident than in the workforce management (WFM) sector. Today’s new-gen WFM suites are striving to stay on pace with modern management trends, smart technology, expanding global business requirements and broadened market opportunities. Learn more at www.dmgconsult.com.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CSM Magazine

DECEMBER 5, 2017

Technology related to voice recognition will be most impactful in 2018. Technologies such emotion-engines, which help analyze input to determine customers’ emotions could help personalize interactions and may prompt a seamless transfer to a customer service professional as a next step. Gamification. Self Service.

Customer Service 80

Customer Service Gamification Self service CRM 80

CSM Magazine

SEPTEMBER 21, 2023

Though such materials can be helpful, modern technologies let developers build much more efficient solutions with various formats of content and ways of presenting materials. By relying on AI and ML, you can deliver absolutely unique and highly personalized experiences that help users learn languages at their own pace and in their own style.

Gamification 59

Gamification Coaching Education Consulting 59

DMG Consulting

JANUARY 10, 2022

The technology and applications to transform the management of contact centers is available; what’s required is for leaders to recognize the need to adapt and the willingness to work with their employees to implement the changes. Source: DMG Consulting, December 2021. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. After a careful evaluation, we selected Higher Logic Vanilla.

SaaS 98

SaaS Best practices Gamification Feedback 98

NobelBiz

JUNE 5, 2023

Delivering Personalized Experiences in call centers In an era where personalization is key to customer engagement, call centers face the challenge of tailoring their communication to meet individual customer preferences and needs. Using the Right Contact Center Technology Technology plays a vital role in lead generation.

Call Center 52

Call Center Scripts CRM Contact Center 52

Babelforce

MAY 19, 2022

This means your IVR always has the right context to provide a personalized service to your customers. And customers are crying out for personalized customer care, so this is guaranteed to have the biggest effect on your customer experience. Price: Their prices are only available after consultation. Best for: Ease of use.

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Customer service is about finding a balance between efficiency and personalization…”. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

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. Consult your agents. Consult your agents. Displayed empathy.

Banking 48

Banking Gamification Customer centricity Surveys 48

teleopti

JULY 15, 2019

Recent research from global management consultants McKinsey reflects what Teleopti has suspected for a long time, that employee attrition can erode customer satisfaction while increasing operating costs. Consider involving employees when selecting new WFM technology.

Gamification 57

Gamification Contact Center Self service Chatbots 57

Outsource Consultants

AUGUST 28, 2018

If your agents can relate to the customers on a personal level and genuinely care during calls, they’ll be more successful in resolving the customers’ issues. However, no matter how skilled a person is by nature, it’s on your company to provide high-level training and nurturing. We can help!

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

DMG Consulting

APRIL 16, 2019

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. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics. By Donna Fluss.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

COPC

MARCH 23, 2020

s Senior Consultants, has supported many Work-At-Home environments over the last ten years. She has identified some common themes which are shared by the best run Work-At-Home operations, specifically around communication and technology support. The technology components can be set up really quickly these days.

At home agents 52

At home agents Consulting Consulting Government 52

CX Journey

NOVEMBER 12, 2015

Here are the highlights I still recall: First off, the always knowledgeable Prof Moira Clark from Henley Centre for Customer Management talked about generations and technology. Highlighting insights about the different mindsets, service expectations, and use of technology, she reviewed generational segments since 1925.

Gamification 63

Gamification Airlines Construction Coaching 63

Comm100

SEPTEMBER 22, 2016

With all of the technological developments in recent years, it’s important to be able to leverage them in order to stay current with your customer service operations. How to Revolutionize Customer Employee Engagement with Big Data and Gamification by Rajat Paharia. Customer Experience 3.0: Customer Service Culture. Loyalty 3.0:

Customer Service 71

Customer Service Gamification Consulting Consulting 71

Talkdesk

JULY 18, 2016

The technology that you select will have a tremendous impact on your company’s bottom line, so it’s important to do your research. In order to pick out the best solution, every team that will be utilizing the technology should be consulted and included in the evaluation process. What teams at your company will use this tool?

call center software 40

call center software Call Center call center solutions Gamification 40

NobelBiz

MAY 9, 2023

However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies. Without even diving into the technology or settings, the simple fact of introducing an autodialer in its most simplistic form can bring a tremendous return on investment.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Vistio

APRIL 2, 2022

Michele’s an accomplished speaker, author, executive team member, and consultant. And I saw no downside in that business model, so I decided to take the leap out on my own, away from the corporate environment and start my own consulting company. I find it so interesting, Michele.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

JustCall

MARCH 14, 2023

Become Best Friends with Technology for the Sake of Communication 86% of C-level professionals rate lack of both communication as well as collaboration as reasons for workspace blunders and failures. Technology helps you procure quick replies from others. Use technology as a means or platform to relay information.

Gamification 52

Gamification Call Center Morale Contact Center 52

RapportBoost

DECEMBER 10, 2018

Because we know for example that chat bots and self service facilities are great for answering these straight forward questions that don’t require kind of personalized information to be given to the customer for example. But what about in real time and non-real times, the used cases there, or digital versus analog? Okay, go ahead Kaye.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

NobelBiz

AUGUST 28, 2023

The Technology Tango: Dancing with Tech Troubles In the realm of contact centers, technology hiccups are like unexpected dance partners. Unified customer data for personalized interactions. Check out our free, on-demand Contact Center Gamification Workshop. Reduced customer effort and improved satisfaction.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

NobelBiz

MAY 22, 2022

Rachel Macklin Rachel has a staffing and consulting background with over 15 years of experience. Christian Montes With over 15 years of leveraging technology and creative tactics to drive outcomes, Christian has worked with some of the world’s largest Enterprise Contact Centers, BPOs, and Global CCaaS providers.

call center workforce 52

call center workforce Call Center Management Gamification 52

NobelBiz

FEBRUARY 22, 2023

What does this entail in terms of practice, technology, and organizational structure? You should interview your consultants to answer this question and analyze their situation. However, this might raise concerns about security and dependability (personal computers may not be powerful or secure enough to use these tools).

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

What does this entail in terms of practice, technology, and organizational structure? You should interview your consultants to answer this question and analyze their situation. However, this might raise concerns about security and dependability (personal computers may not be powerful or secure enough to use these tools).

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

JustCall

NOVEMBER 16, 2022

Highly interactive, consulting-based, and highly regarded eLearning call center training helps you fill the gaps created by these difficult times. Develop Call Center eLearning personalized programs that amplify the strengths and eliminate the weaknesses of trainees. Encourage the overachievers to lead the team by example.

Call Center 52

Call Center Consulting Consulting Education 52

CrazyCall

JANUARY 21, 2019

With the growth of new software and technology, new types of sales processes have come into play. This shift was possible due to the rise of consumer technology and the wide array of new tools related to the development of the Internet. On the other hand, inside sales reps usually deploy “power dialing” technology.

Telemarketing 87

Telemarketing Sales Scripts CRM 87