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

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022: The Year Dedicated to Improving the Customer Experience.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

FEBRUARY 5, 2020

As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. Systems in which they plan to invest are: intelligent virtual assistants (IVAs), bots, robotic process automation (RPA), analytics-enabled quality management (AQM), self-service, WFM and more.

Omni-channel support 87

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

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

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

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

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

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

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

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

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

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

Call Design

OCTOBER 6, 2020

With Call Design’s Quality Management software, you can assess the quality and effectiveness of your agent’s capabilities. Call Design is one of the most trusted suppliers of workforce management software. Your customer’s experience should be your top priority. How Call Design Can Help.

Customer Service 148

Customer Service Self service Quality management Wait times 148

DMG Consulting

SEPTEMBER 24, 2021

Intelligent self-service is becoming the preferred channel, placing pressure on companies to transition from outdated interactive voice response systems and websites to AI-based omnichannel intelligent virtual agents. The post The Transformational Value of Interaction Analytics appeared first on DMG Consulting.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

DMG Consulting

JANUARY 29, 2021

Improving productivity came in third with 36% of the responses, and reducing operating costs came in fourth, as reflected by 34.2% Companies are transitioning from their interactive voice response (IVR) systems to next-gen conversational intelligent virtual agents (IVAs). of the responses. of the responses.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

APRIL 13, 2022

Intelligent self-service is becoming the preferred channel, placing pressure on companies to transition from outdated interactive voice response systems and websites to AI-based omnichannel intelligent virtual agents. The post Interaction Analytics: What’s Driving Adoption appeared first on DMG Consulting.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. One common mistake I see from call centers that I have consulted with over the last year is…”. Janeen Ansell. Tele_Direct. Mihai Corbuleac. csITsupport.

call center software 210

call center software Call Center Contact Center Analytics 210

Talkdesk

NOVEMBER 25, 2020

Built on a modern cloud-native microservices architecture, Talkdesk CX Cloud provides the most comprehensive suite of contact center applications on a single cloud platform, including: Customer engagement applications to help organizations intelligently and cost-effectively interact with customers on the channel of their choice.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

DMG Consulting

MARCH 30, 2021

With vaccine distribution beginning to ramp up worldwide, the pandemic will pass, and it will be time to return to the office, or so managers think. The post Contact Centers’ Digital Transformation Has Only Begun appeared first on DMG Consulting. Executives are now considering what will be next.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. who interact with them. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

SharpenCX

JANUARY 29, 2020

The RACI model helps stakeholders keep track of who is responsible, accountable, consulted, and informed throughout the life of the project. Categorize your responses and assign a value to each of the categories. Did one vendor get 100/100 in the omnichannel category but 2/100 in the IVR category?

call center software 90

call center software Call Center Customer Experience Contact Center 90

Global Response

MARCH 1, 2022

After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. needing to speak to a manager), or dialed the wrong department. needing to speak to a manager), or dialed the wrong department. You may not be so convinced.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

DMG Consulting

SEPTEMBER 20, 2021

The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists. workforce management administrators, business analysts, and reporting specialists—can generally work as productively from their homes.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

NobelBiz

AUGUST 3, 2021

How many consumers stick with you after their first interaction? In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. Team Management: how dedicated are your agents?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

JustCall

MARCH 21, 2022

Call centers are a cost-effective way to manage inbound customer service calls and outbound sales calls. A CRM (Customer Relationship Management) system is a database of customer records, all within one platform. An IVR menu is often used as the first point of contact for customers and the business. Conclusion.

Call Center 52

Call Center Sales Interactive Voice Response Contact center software 52

JustCall

FEBRUARY 13, 2023

Call centers are a cost-effective way to manage inbound customer service calls and outbound sales calls. CRM A CRM (Customer Relationship Management) system is a database of customer records, all within one platform. An IVR menu is often used as the first point of contact for customers and the business. What is a Call Center?

Sales 52

Sales Call Center Interactive Voice Response CRM 52

USAN

JUNE 26, 2018

Over the years, they have evolved to incorporate a rather large, rigid stack of products and functions that includes workforce management, quality management, IVR, CTI, automatic callback, and many more. Automatic Call Distributors (ACDs) have been around since the 1970s. Contact us to learn more.

Contact Center 51

Contact Center Automatic Callback Interactive Voice Response Quality management 51

NobelBiz

MARCH 23, 2022

Get to know your contact center agents, managers, supervisors and implementation teams’ needs You don’t want to sign up for a contact center solution simply because of the claim it will improve your contact center KPIs. Jason Cutter, CEO of Cutter Consulting Group. What kind of flexibility do you offer the agent?

contact center solutions 52

contact center solutions Contact Center voip call center software 52