MiaRec

APRIL 8, 2024

Ever since COVID, contact centers have increasingly invested in Artificial Intelligence (AI). In fact, according to a recent MarketsandMarkets report, the global contact center AI market is expected to grow at a CAGR of 21.3% billion (May 2022) to $4 billion by 2027.

Interactive Voice Response 72

Interactive Voice Response Contact Center Chatbots Analytics 72

Monet Software

OCTOBER 4, 2018

And that’s how contact center managers might feel after reading a new market research report on quality management. The report, “Quality Management Software Impact,” predicts exponential growth in companies embracing QM, with the software market more than doubling from 2017 to 2023.

Quality management 48

Quality management Contact Center Management Marketing 48

Monet Software

JANUARY 31, 2019

What is the difference between Quality Management (QM) and Total Quality Management? The answer is simple – Total Quality Management is an effort that involves everyone at your contact center, as well as everyone at the company at large. Find out more about Monet Quality Management.

Quality management 59

Quality management Management Contact Center Coaching 59

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure 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. When: Today, 2 December 2020.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. What AI-enabled applications are already delivering quantifiable benefits in the market?

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. It is our vision to make innovative market leading software accessible to businesses of all sizes. billion USD in 2020.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

DMG Consulting

JULY 16, 2019

The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. The reason for the market’s reticence to purchase this solution is that it is expensive. QM Challenges. Why AQM Adoption is Slow.

Quality management 69

Quality management Analytics Management Coaching 69

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. MEDIA ALERT. When: Today, 13 October 2021. Background: .

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JUNE 9, 2023

CCaaS Market Drivers and Inhibitors June 2023 With a 21.3% increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

DMG Consulting

SEPTEMBER 4, 2020

Contact Center WFO Solutions In the Future. The contact center WFO suite market has performed well in both good and challenging economic times. It is not known how the contact center WFO suite market will perform during the coronavirus pandemic, as there is no precedent for this type of crisis.

Contact Center 87

Contact Center Analytics Consulting Consulting 87

Monet Software

AUGUST 11, 2020

Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. These are interesting times for SMB call centers and help desks. Small-scale, in-house and boutique customer contact facilities enjoy unique opportunities in today’s CX-focused market. 4 Drive Quality Organization-Wide.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

DMG Consulting

SEPTEMBER 12, 2023

The Report analyzes the emerging real-time guidance (RTG) market, vendors, and products and explores the increasing importance, value, and benefits of RTG and its ability to enhance the customer and employee experience (CX and EX).

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Playvox

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? These enable you to make progress on your most pressing challenges and transform into a high performance contact center.

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

Contact Center Pipeline

DECEMBER 21, 2022

Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment. And they are working to devise sustainable workforce management (WFM) strategies. In today’s challenging job market, it’s crucial for organizations to attract, nurture, and retain quality talent.

Management 300

Management Contact Center Marketing Quality management 300

MiaRec

MAY 22, 2024

Are you looking to automate your quality management by automatically scoring all of your calls and streamlining your QA processes? Here at MiaRec, we have helped hundreds of organizations worldwide improve contact center efficiency and customer experiences. Then you probably came across both Level.ai

Quality management 58

Quality management Contact Center Marketing Management 58

DMG Consulting

JANUARY 10, 2022

Contact Center Workplaces Are in the Midst of a Renaissance. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Playvox

MARCH 31, 2022

Every interaction our workforce engagement management (WEM) software enables helps agents love their job and encourages customers to love their favorite brands. From workforce management to quality management , we strive to deliver the full suite of solutions contact centers need to bring WEM into the digital era.

Contact Center 63

Contact Center industry standards Employee engagement Quality management 63

MiaRec

MAY 23, 2024

If you are looking to purchase software to accelerate and streamline your quality management process, you have probably come across ScoreBuddy and MiaRec in your research and wondered how they compare to each other. At MiaRec, we believe in honestly and transparently comparing our solution to others in the market.

Quality management 52

Quality management Contact Center Marketing Management 52

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Playvox

NOVEMBER 3, 2021

True quality management involves company leaders and employees identifying improvement opportunities and working together to resolve them. This is more important now with the rise of contact center agents working remotely. With a collaborative culture, your organization can bring products to market faster.

Contact Center 103

Contact Center Calibration Construction Morale 103

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? It’s also sometimes referred to as quality assurance.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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. New-gen solutions are the future of this mature sector. million in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Well, maybe that’s not an accurate statement. Action Checklist.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Attract new talent?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . When : Today, 3 June 2021.

Consulting 59

Consulting Consulting Analytics Marketing 59

Playvox

NOVEMBER 18, 2021

The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model. Benefits of Cloud Based Contact Center Solutions.

contact center solutions 52

contact center solutions Cloud contact Contact Center Schedule adherence 52

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. growth rate for both the contact center WFO and WFM sectors, and a 10.7%

contact center workforce 48

contact center workforce 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. 11/30/2017. When: Today, 30 November 2017.

Consulting 48

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

Gamification 48

Gamification Consulting Consulting Contact Center 48

Playvox

JANUARY 30, 2024

In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Gamification works well within a contact center environment because it leverages a number of game mechanics to keep agents engaged and focused.

Gamification 79

Gamification Contact Center Coaching Quality management 79