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

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

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

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

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

JANUARY 29, 2021

What are your top technology priorities for 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).

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Call Design

OCTOBER 6, 2020

Whether you are implementing new training, new technology or more communication channels, it’s essential to be prepared to solve a customer problem quickly. With Call Design’s Quality Management software, you can assess the quality and effectiveness of your agent’s capabilities. 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

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. csITsupport.

call center software 210

call center software Call Center Contact Center Analytics 210

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

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. who interact with them. Over the past 15 years, total WFO revenue has gone from $803.4 million in 2003 to approximately $1.7

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Global Response

MARCH 1, 2022

An important advanced call center KPIs involves the quality of an agent’s assistance and etiquette during a call. The more quality factors present in a call, the higher the score will be—and the more satisfied customers will be with their service. Global Response’s human-centered, data-driven contact center solutions are here to help.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

NobelBiz

AUGUST 3, 2021

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. However, the larger the contact centers, the less management appears to support this strategy which is a mistake. Technology: Do you have the edge?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 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. This paired with heavy dependencies results in technology lock-in, which further complicates future integrations.

Contact Center 51

Contact Center Automatic Callback Interactive Voice Response Quality management 51

DMG Consulting

SEPTEMBER 20, 2021

The playbook for the “new normal” will likely follow three major trends: the migration to the cloud, digital transformation, and the adoption of smart technologies (artificial intelligence and automation). The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

DMG Consulting

MARCH 30, 2021

Lastly, the pandemic proved that contact center agents and other employees, such as supervisors, managers, quality management specialists, and workforce management administrators, can be as productive working from home as they were in the office.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

Playvox

FEBRUARY 29, 2024

Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?” ” “What are we doing to leverage the latest technology?” An IVR can save companies millions of dollars. per minute.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge 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 Knowledge Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

Talkdesk

NOVEMBER 25, 2020

There will be a rise in customer interactions throughout the entire buyer’s cycle. To meet the demand, businesses will need to scale their technology and their people. This includes IVR, omnichannel, self-service and outbound. But how can they do it? Here are three tips on how to scale your contact center for the seasonal rush.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

SharpenCX

JANUARY 29, 2020

But as customer expectations rise, contact centers like you, turn to new technology and third-party partners to transform your customer experience. The RACI model helps stakeholders keep track of who is responsible, accountable, consulted, and informed throughout the life of the project. Which channels are supported?

call center software 90

call center software Call Center Customer Experience Contact Center 90

NobelBiz

MARCH 23, 2022

You are aware that technology will be critical in 2022 and beyond for the industry. And that without a good review of your contact center technology, your company will not be able to grow. But how much does your technology add to your company’s revenue? Jason Cutter, CEO of Cutter Consulting Group.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

JustCall

FEBRUARY 13, 2023

Also, operating your own sales call center gives you complete control over all aspects of the sales process, from the technology used down to the script. SIP Trunking Session Initiation Protocol or SIP trunking is a great way to lower your phone bill and update your technology.

Sales 52

Sales Call Center Interactive Voice Response CRM 52

JustCall

MARCH 21, 2022

Now the type of call center technologies you should get largely depends on the type of business you’re running, the goals you’re after, the kind of clients/customers you’re targeting, and the budget you have. Session Initiation Protocol or SIP trunking is a great way to lower your phone bill and update your technology. Call Queuing .

Call Center 52

Call Center Sales Interactive Voice Response Contact center software 52