DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Strong momentum driving market growth and investment. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Marketing Management 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. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.

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. What: Releases 12th annual Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 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. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting 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. What: Releases 14th Annual Workforce Optimization (WFO) Market Share Report.

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. What: Releases 2017 Contact Center Gamification Product and Market Report.

Gamification 48

Gamification Consulting Consulting Contact Center 48

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. 11/30/2017.

Consulting 48

Consulting Consulting Contact Center 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.

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

DMG Consulting

MAY 8, 2023

Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications. This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market.

Management 62

Management Enterprise Analytics Contact Center 62

DMG Consulting

NOVEMBER 8, 2023

What AI-enabled applications are already delivering quantifiable benefits in the market? Interaction analytics technology has been in the commercial market for more than 20 years and AQM for more than 12 of them. DMG is benchmarking the adoption of AI-based/enabled solutions in our annual contact center survey of goals and technology.

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

DMG Consulting

APRIL 14, 2023

They generally come with an analytics-enabled quality management (AQM) application to automate the quality management process, and real-time guidance (RTG) to provide agents with alerts, best practices, and knowledge articles to handle customer interactions correctly.

Analytics 48

Analytics Quality management Enterprise Contact Center 48

DMG Consulting

SEPTEMBER 29, 2022

The market is in the early days of this transformation, but its potential is awe-inspiring, as it is going to touch every aspect of what is done in and by contact centers and the customer experience (CX) in general. Today, there are many types of surveying solutions available to capture explicit customer feedback.

Contact Center 62

Contact Center contact center solutions Enterprise Analytics 62

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

DMG Consulting

MAY 26, 2020

Every one of the 14 WFO-related applications is available in the cloud, with surveying, workforce management (WFM), interaction analytics (speech and text analytics), predictive analytics and RPA leading the way. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). .

Analytics 96

Analytics Contact Center APIs Consulting 96

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. Speech Analytics and AI Is a Winning Combination. By Donna Fluss. Email Address *.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

DECEMBER 2, 2022

DMG Consulting’s survey of contact center operational and technical goals and investment priorities for 2022 showed that executives are primed to make a series of technology investments to enhance the performance, productivity, and perception of their service organizations. Real-Time Guidance: Help for Agents and Customers.

Coaching 48

Coaching Average Handle Time Contact Center Analytics 48

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

Analytics 115

Analytics Enterprise Quality management Coaching 115

Global Response

MARCH 18, 2022

From setting helpful metrics and KPIs to track and improve on, to doing customer and market research to understand your audience’s pain points, there’s a lot of call center strategies that can take your customer experience from standard to superior. Quality Assurance measures the quality of an agent’s assistance and etiquette during a call.

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71

DMG Consulting

MAY 6, 2022

The future of contact center technology, systems, and applications is in the cloud, even though the adoption rate of CBCCI seats was only 17 percent as of the end of calendar year 2020 (based on DMG Consulting’s “2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report”). Under the hood. buy discussion.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. The best way to track any online marketing is through Google Analytics, so it’s imperative for your call monitoring software to be able to integrate directly with it. Stacy Caprio is the founder of Accelerated Growth Marketing.

call center software 210

call center software Call Center Contact Center Analytics 210

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. But market growth is just a part of the story. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) who interact with them. Over the past 15 years, total WFO revenue has gone from $803.4

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Global Response

MARCH 1, 2022

KPIs don’t just help you understand what’s happening in your call center, though—they can also help you better understand your business across sales, marketing and service departments. The higher your overall NPS score, the more satisfied your customers are—and the more likely you are to be gaining quality word-of-mouth leads through them.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Netomi

JANUARY 5, 2022

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. A market revitalized; driven by digital transformation and growing interest in artificial intelligence. What: Releases 2018 Knowledge Management Product and Market Report. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Marketing Management 48

Taylor Reach Group

SEPTEMBER 29, 2020

Customer Relationship Management (CRM). Learning Management System (LMS). Workforce Management (WFM). Quality Management (QM). Due to its cloud-based, quick uptime, and ease of use, Salesforce dominates the CRM market with a 20% share, only followed by SAP with just over 8%. QUALITY MANAGEMENT.

Contact Center 85

Contact Center CRM Quality management Analytics 85

Comm100

AUGUST 21, 2018

Whereas agents can be forgiven for their human speed, the automated nature of chatbots is no excuse for a slip in service quality. A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

AUGUST 21, 2018

Whereas agents can be forgiven for their human speed, the automated nature of chatbots is no excuse for a slip in service quality. A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

SharpenCX

JUNE 9, 2021

A survey conducted by Boston Consulting Group found that despite the challenges of the pandemic, 75% of employees feel they have maintained or even improved their productivity. Remote work can be great, but as a manager, managing remote teams is also a new stressor for many. All the things.

Management 67

Management Contact Center Employee engagement Engineering 67

JustCall

MARCH 21, 2022

In fact, according to the 2020 global outsourcing survey report by Deloitte, cost reduction has emerged as the biggest priority for many players, which is expected to remain a key trend in the industry in the following years. Some call center services include sales, customer service, tech support, order processing, and marketing.

Call Center 52

Call Center Sales Interactive Voice Response Contact center software 52