DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

APRIL 8, 2024

WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 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

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. Emphasizing self-service via call deflection allows you to automate customer engagements across sales, support, product info, etc. — Let me help?”.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

DMG Consulting

NOVEMBER 3, 2020

Self-Service Comes on Strong. WFM solutions are providing agents with enhanced self-service capabilities that give them the autonomy to create and manage their own schedules and time off. As importantly, these tools allow agents to accommodate their need for work/life balance. Learn more at www.dmgconsult.com.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

DMG Consulting

MARCH 10, 2023

Gamification. IVAs use conversational artificial intelligence to improve the customer self-service experience and increase the number of inquiries and interactions that can be fully or partially automated in both voice and digital channels. Intelligent virtual assistants.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Outsource Consultants

DECEMBER 13, 2021

Help improve team morale with gamification technology, as well as reward incentives for top performers, that can accelerate performance and make day-to-day work more enjoyable for agents. Better Self-Service Options: solutions that help customers solve issues on their own, through their preferred channels. Tis the season.

outsourcing 128

outsourcing Gamification Morale Call Center 128

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Storyline: Gamification. Consumers feel isolated as it is.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Outsource Consultants

AUGUST 3, 2020

Now is also a good time to review your current customer experience, to identify self-service automation that can reduce the agent burden and lower your total call center costs. Contact Outsource Consultants for a free, no-risk consultation to find out.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

DMG Consulting

JANUARY 29, 2021

And, mobile solutions enable on-site employees to complete self-service activities, view personal, team, and site performance results, and more, when they are not in the contact center. OT/VTO), from their smartphone or tablet. OT/VTO), from their smartphone or tablet.

Gamification 101

Gamification At home agents Self service Contact Center 101

DMG Consulting

JANUARY 10, 2022

The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Source: DMG Consulting, December 2021. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

CSM Magazine

DECEMBER 5, 2017

Personalized videos are being used to provide customers with customization related to the specific services or products that they are interested in. Self Service. Self service functions offer greater convenience for customers and are being used across all industries. Gamification.

Customer Service 80

Customer Service Gamification Self service CRM 80

Babelforce

MAY 19, 2022

Here are just a few examples of some of the neat things babelforce can do: Automate workflows Integrate third-party systems Enable smart routing Offer virtual queuing Provide self-service AI assistance. babelforce comes into its own with its automated calling services. Best for: Sales teams.

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

DMG Consulting

AUGUST 17, 2017

Thank you for your interest in DMG Consulting’s publications. Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help.

Contact Center 69

Contact Center Technology Big data Gamification 69

Call Design

AUGUST 20, 2019

As we move into gamification, AI and automation as part of our suite of solutions, we are confident that Call Design will continue to combine the best technology and consulting to clients in the region, and Aspect Software is very much part of that.”.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

As we move into gamification, AI and automation as part of our suite of solutions, we are confident that Call Design will continue to combine the best technology and consulting to clients in the region, and Aspect Software is very much part of that.”.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

teleopti

JULY 15, 2019

Good customer service depends on experienced and knowledgeable employees, yet failure to retain these talented employees can have significant repercussions. An extra 5 minutes is often all that’s needed to turn employees from frazzled to fabulous! Follow these seven steps for a happier, inspired and motivated team!

Gamification 57

Gamification Contact Center Self service Chatbots 57

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Gamification. Gamification can be an immersive, exciting experience that engages and motivates agents. Agent decision support.

Technology 122

Technology Customer Service Gamification Contact Center 122

GetFeedback

APRIL 17, 2019

Others consider their situation to be too difficult, sensitive or nontrivial for your service reps to help. Creating a self-service customer portal helps to avoid such situations. Before thinking about contacting your customer service, people will have an opportunity to look through knowledge articles on your portal.

Customer Service 102

Customer Service CRM Self service Gamification 102

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Self-service solutions will eliminate the need for live agents in the next 10 years (0.1). As the quality and effectiveness of self-service solutions improve, the number of contact center seats will decline.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

MARCH 12, 2018

WFM applications can also include agent self-service modules, intraday management, time-off management, mobile apps, long-term planning, and more, as standard or optional components. As specific needs arise, or as your contact center grows, additional WFO components can be added.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management 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. When: Today, 11 March 2021. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. – Brad Butler, Contact Center Software Consultant @ NobelBiz 2.

Best practices 98

Best practices Call Center Gamification Contact center software 98

RapportBoost

DECEMBER 10, 2018

Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. 100, one of our clients, an online pharmacy who allows customers to consult pharmacists so that they can diagnose and recommend some products. Tony: Self Service, we would switch to that.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

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

DMG Consulting

FEBRUARY 13, 2023

Contact centers have been ideal prospects for solutions such as workforce management (WFM), real-time guidance (RTG), knowledge management, and gamification because of the many agents who experience great benefits from these applications. appeared first on DMG Consulting.

Contact Center 48

Contact Center Gamification Enterprise Employee engagement 48

NobelBiz

AUGUST 28, 2023

Mike McGuire Senior Contact Center Software Consultant @ NobelBiz These game-changers have the power to help your team conquer those pesky communication hurdles, ramp up operational efficiency, and create experiences that leave customers grinning from ear to ear, regardless of the channel they choose.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Outsource Consultants

JULY 10, 2018

If you’re outsourcing your contact center services because you need scalability and the ability to serve more customers, you’re looking for more than a cheap price. They included the outsourced agents in their gamification and celebrations and held them to the same standards as their in-house agents. ” – Ron Lambert.

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

Hodusoft

MAY 17, 2021

Similar behaviour is observed in financial services providers like stock broking houses, insurance providers, commodity trading institutions among others. It works like a self-service platform akin to assembly line calling with agents getting no rest between calls. Predictive Dialer.

call center software 52

call center software Call Center Interactive Voice Response Banking 52

DMG Consulting

OCTOBER 4, 2018

Gamification techniques are being used to track and reward knowledge contributors and knowledge users. KM has awoken to a new reality; one where enterprises, not just their service organizations, are receptive to the concept of a single source of enterprise knowledge.

Management 72

Management Virtual Agent Gamification Technical Support 72

Balto

SEPTEMBER 12, 2023

The transformative shift to digital interactions has changed customer expectations to include 24/7 self-service and personalized and consistent digital experiences across different channels and platforms. Another convenient self-service option is the knowledge base. Evolving customer expectations.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52