DMG Consulting

AUGUST 17, 2017

Thank you for your interest in DMG Consulting’s publications. These 8 Technologies Are Transforming the Contact Center. This fundamental capability is being embedded into many of the 45 standard contact center systems and applications; it has the potential to enhance the service experience for both recipients and providers.

Contact Center 69

Contact Center Technology Big data Gamification 69

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 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. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

Outsource Consultants

SEPTEMBER 14, 2021

Tip the Scales with Technology. 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. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

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

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. Technology that creates better customer experiences and reduces common friction is essential. What Your Customers Want: Less Friction.

outsourcing 128

outsourcing Gamification Morale Call Center 128

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. Self-Service Comes on Strong.

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.”. We were all given a little empathetic medicine this year.

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. In response, consider features that speed up redundant processes (like data collection) through connected systems or IVR technology. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

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

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

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Self Service.

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

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. We are thrilled to have worked with Aspect Software for two decades.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. We are thrilled to have worked with Aspect Software for two decades.

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. Consider involving employees when selecting new WFM technology. Look for a solution that is easy to learn, easy to use and factors in cultural and personal needs to its algorithms.

Gamification 57

Gamification Contact Center Self service Chatbots 57

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. Self-service solutions will eliminate the need for live agents in the next 10 years (0.1). By Donna Fluss.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 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

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. So we’ll move on to the next step.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

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

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

NobelBiz

AUGUST 28, 2023

The Technology Tango: Dancing with Tech Troubles In the realm of contact centers, technology hiccups are like unexpected dance partners. Check out our free, on-demand Contact Center Gamification Workshop. NobelBiz offers free consultation sessions to help you put things into perspective.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Outsource Consultants

JULY 10, 2018

The other barrier that keeps contact centers from improving is that a high percentage of them don’t prioritize keeping up with technology. Lambert believes organizations need to reorganize to put their customers’ needs as the top priority before the customer service can be updated properly. It’s brutal, but it’s reality. We can help!

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

DMG Consulting

OCTOBER 4, 2018

The addition of natural language understanding and natural language processing (NLU/NLP) technology is speeding up and automating the data acquisition process. AI and machine learning technology are becoming integral components of KM solutions, helping companies improve data integrity, find data gaps and create new content.

Management 72

Management Virtual Agent Gamification Technical Support 72

Hodusoft

MAY 17, 2021

In a recent PwC survey , consulting major found that contact centers can cut costs by 15% to 30% with simple technological interventions and give agents extra time to focus on the most important customers. It works like a self-service platform akin to assembly line calling with agents getting no rest between calls.

call center software 52

call center software Call Center Interactive Voice Response Banking 52

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