DMG Consulting

NOVEMBER 29, 2017

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MAY 25, 2018

Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. This revenue growth came primarily from 5 vendors: NICE, Verint, Calabrio, Aspect and Genesys. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

DECEMBER 10, 2018

These innovations are game-changers for companies and the industry in general. RPA is also finding its way into the contact center world. To date, so much of the work performed by agents/advisors is done to comply with two-factor authentication and to meet the needs of the company.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

Serenova

OCTOBER 7, 2020

Total contact center conversation volume has i ncreased by around 20 percent from mid-February to March , with the most directly-impacted industries, such as airlines and hotels, experiencing call growth of 96 percent and 130 percent respectively. Leaderboards are great, but nothing can replace 1:1 feedback. But that seems to be changing.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Comm100

DECEMBER 14, 2017

The goal here is determining how the project has improved the customer experience, and not measuring efficiencies of the team or other internal statistics. Total Quality Management speaks to the fact that once you’ve reached the final stage, you start over again! Is there a way to maximize industry data?

Customer Experience 98

Customer Experience Metrics Morale Feedback 98

Serenova

JUNE 20, 2019

In her recent webinar with Serenova, leading contact center industry analyst Sheila McGee-Smith shared this particularly revealing statistic: Gen Z is set to outnumber even Millennials this year to make up 32% of the global population (a staggering 7.7 These two groups now make up the fastest-growing proportion of contact center employees.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

CSM Magazine

JANUARY 9, 2023

With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers. We’re honored to collaborate with Salesforce to bring new levels of efficiency and innovation to our joint customers.” About Playvox.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

COPC

AUGUST 16, 2022

Organizations sometimes fail to consider the voice of the customer while designing quality forms. Avoid this common pitfall by conducting a key driver survey to understand what customers care about most. This survey asks customers detailed questions about their experience. Stay tuned!

Calibration 76

Calibration Metrics Benchmark Surveys 76

Upstream Works

JANUARY 25, 2022

Customers now have an unprecedented number of ways to engage with contact centers, from traditional channels to an ever-growing array of digital modes. Companies seeking to keep pace with industry leaders must embark on omnichannel transformation and view touchpoints not in isolation but as part of a seamless customer journey.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Before starting his firm, Thompson worked in the IT industry for fifteen years.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Serenova

JULY 21, 2020

One of our customers, Michael Pace, director of global member services at Virgin Pulse, sums up CxEngage Video’s headline benefits nicely: “Effective communication is?critical?to exceptional customer care and resolving issues quickly.?Adding Quality, Flexibility and Reliability When It Matters. to delivering?exceptional

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

Serenova

JULY 21, 2020

One of our customers, Michael Pace, director of global member services at Virgin Pulse, sums up CxEngage Video’s headline benefits nicely: “Effective communication is?critical?to exceptional customer care and resolving issues quickly.?Adding Quality, Flexibility and Reliability When It Matters. to delivering?exceptional

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

JustCall

NOVEMBER 25, 2022

CallHippo’s automated dialing capabilities significantly enhance efficiency, as it has features that can benefit a wide range of industries, such as recruiting agencies, real estate companies, and financial institutions. Their clients appreciate the better service they receive, and it helps them close deals faster.

Sales 52

Sales voip Real estate CRM 52

NobelBiz

APRIL 5, 2022

Why is managing risk factors so important in the contact center industry? While taking some risks may deliver you an exceptional customer relationship or considerably greater sales, some risks must not be taken for granted. Customer input is critical for this. Absenteeism, on the other hand, is not lethal.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

DMG Consulting

MAY 7, 2018

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

NobelBiz

MARCH 23, 2022

You are aware that technology will be critical in 2022 and beyond for the industry. From speech analytics to quality assurance and quality management (QA/QM) and gamification, it all comes down to compatibility and the correct fit for the firm. Learn every about Managing CCaaS Expectations vs Reality.

contact center solutions 52

contact center solutions Contact Center voip call center software 52