DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

Gamification 48

Gamification Consulting Consulting Contact Center 48

ShepHyken

DECEMBER 5, 2022

Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Centrical) Enterprises everywhere are transforming their frontline teams through interval learning and coaching, with a gamified approach. Personalization is more important than ever.

Customer Service 177

Customer Service Gamification Customer Support Customer centricity 177

Noble Systems

JUNE 18, 2019

Gamification , the use of game mechanics to improve employee productivity, efficiency and engagement, provides an excellent platform for addressing all of these traits. A gamification platform that can be accessed from a mobile device keeps Gen Zers connected to the company at all times. Gamification also provides continuous feedback.

Gamification 72

Gamification Feedback Enterprise Coaching 72

ChurnZero

JULY 22, 2022

You might also call it a customer alignment or client alignment meeting. During that meeting, the buyer tells the project teams what was purchased and why. Then you have it, let’s say maybe by the first QBR or the first review meeting at 90 days, that’s the milestone you’re off your spreadsheets.

Gamification 98

Gamification Accountability B2B Enterprise 98

CSM Magazine

APRIL 15, 2021

When the Enterprise Research Centre surveyed 1,000 companies across the UK in 2020, the results were enlightening and somewhat heartening. Make the brand story an intrinsic part of the New Joiner process then reinforce the message by weaving it into regular group communications and virtual team-meets. and “What are our core values?”

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

CSM Magazine

JULY 28, 2022

In the process of creating an enterprise or organization, the foundations of the personnel management system are usually laid. The effectiveness of the enterprise’s functioning, in general, will depend on the extent to which this system will be formed competently and rationally.

Management 59

Management Gamification Analytics Enterprise 59

DMG Consulting

NOVEMBER 3, 2020

Contact centers need to address operational requirements, satisfy employee needs and meet customer expectations, all while managing costs. Additionally, employee empowerment features such as gamification and expanded visibility into their personal performance via reports and dashboards keep agents engaged and motivated.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

DMG Consulting

APRIL 15, 2020

Enterprises are looking to the future and are trying to ensure their viability in a rapidly changing world of technology and automation. Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise.

Consulting 62

Consulting Consulting Contact Center Gamification 62

DMG Consulting

JANUARY 10, 2022

While it’s understandable that agents need to adhere to an agreed-upon set of working hours for a contact center to meet its service level (response time) commitments to customers, demanding overly high occupancy rates (the percentage of time that agents are required to be available to handle interactions) is not a good practice.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

AUGUST 3, 2020

It also explores the broader uses of interaction analytics throughout enterprises. Enterprises around the world have come to appreciate the advantages of these solutions, which capture and analyze voice and digital transactions on a historical, near-real-time and real-time basis.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

APRIL 15, 2020

The last few years have seen enhancements to WFM solutions to meet the needs of omni-channel service environments, multi-national enterprises and the Millennial and Gen Z workforce. . We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

NOVEMBER 14, 2020

Enterprises are taking steps to revamp their service organizations, allowing customers to interact via enhanced self-service and digital channels, in addition to voice. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

DECEMBER 7, 2020

Post-pandemic, many enterprises will likely keep some or all of their employees working remotely, said Donna Fluss, President of DMG Consulting. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Consulting 62

Consulting Consulting Contact Center Marketing 62

OctopusTech

MARCH 1, 2023

We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Some companies even use call center gamification as an incentive system for performance. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Storyline: Gamification. Why Gamification Matters. 3. Gamification. Flexibility and scalability.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Noble Systems

MARCH 18, 2021

Many struggle to meet all of these needs. Ebook: Enterprise Contact Center Strategies for Healthcare Organizations. Noble Gamification has brought positive improvements to agent retention and customer experience for BC Services. Case Study: BC Services. Agent attrition has been slashed from 45% to 12%.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

TechSee

JUNE 25, 2019

Major enterprises such as Apple, Microsoft, Facebook, Disney and Google are all actively engaged in the race to build virtual assistants and chatbots that can respond to customer queries and scale the delivery of quality AI-powered customer service. Gamification. A Tata Consultancy Services survey found that 31.7%

Technology 122

Technology Customer Service Gamification Contact Center 122

DMG Consulting

AUGUST 17, 2017

Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. This sector now has more than 150 competitors worldwide, giving both enterprises and small and midsize organizations many good choices. Gamification. August 2017. By Donna Fluss.

Contact Center 69

Contact Center Technology Big data Gamification 69

DMG Consulting

OCTOBER 17, 2019

DMG’s expanded coverage of the interaction (speech and text) analytics and customer journey analytics sectors underscores enterprises’ need for solutions to help them analyze customer interactions in their increasingly omni-channel environments and obtain a comprehensive view of what transpires between customers and organizations at all touchpoints.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. These automated tools can also help to reduce systems and IT development costs and extend the life of applications throughout the enterprise. OnviSource is covered at a high level.

Consulting 48

Consulting Consulting Marketing Gamification 48

CSM Magazine

MAY 25, 2022

Many enterprises end up with a large pool of potential employees with impressive resumes, experience, and knowledge. These tools can trim down the candidate list by immediately disqualifying those who don’t meet the standards. Here’s a brief guide on AI skills assessment that can be applied to the customer service sector.

Customer Service 52

Customer Service Gamification Enterprise Personalization 52

DMG Consulting

DECEMBER 10, 2019

Sales of these solutions are expected to remain strong as their reach extends into the back office and other enterprise departments. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. million in first-half 2018 to $963.7

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Natalie Petouhof

FEBRUARY 28, 2016

Managing performance and productivity in a typical enterprise is no easy task, given disparate systems, complex processes and the differences in performance metrics between roles and functions. What Does Gamification Have To Do With Performance? Why Is It Important to Balance Cost, Quality and Customer Service?

Gamification 45

Gamification Management Analytics Metrics 45

DMG Consulting

SEPTEMBER 26, 2018

Enterprises are seeking tools to help them understand and address customer needs more quickly. Today’s SA solutions give enterprises much-needed first-hand access to the voice of the customer (VoC) from all voice and digital channels, including social media, to “hear” what customers are saying.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

JUNE 11, 2019

The current generation of IVAs, which use AI, machine learning, natural language understanding (NLU) and natural language processing (NLP), can help enterprises cut costs, make it easier for customers to conduct business, and improve the experience for everyone involved. Botanic Technologies and Capito.ai are covered at a high level.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 9, 2020

The 2019 – 2020 Workforce Optimization Product and Market Report provides the vendor, product, functional, technical and pricing information that enterprise, contact center and IT leaders need to select the right solution to meet their organization’s current and future front- and back-office WFO requirements.

Consulting 48

Consulting Consulting Marketing Contact Center 48

Noble Systems

MARCH 19, 2021

The strategies that big enterprises use aren’t always the right fit for smaller companies. While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Gamification takes otherwise routine tasks and makes them fun.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

DMG Consulting

JANUARY 17, 2018

Current WFO solutions address the diverse needs of the enterprise, including contact centers, the back office and, increasingly, other business functions. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 1, 2017

The digital transformation is underway, enterprise requirements have changed, and cloud computing is the technology of the future. WFO suite vendors who have not kept their solutions and architecture up-to-date are feeling the impact as enterprises look to different providers for workforce optimization capabilities.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JULY 19, 2017

This Report covers all aspects of this emerging IT sector, which is attracting a great deal of interest because of its numerous uses and benefits for enterprises, contact centers and customers. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 31, 2019

The Report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Consulting 48

Consulting Consulting Marketing Management 48

Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Part of your job as a contact center leader is to meet agents where they are and deliver training in ways that work for them. For instance, Lindsey J.,

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

DMG Consulting

MARCH 31, 2019

DMG’s eleventh annual report on this sector provides contact center, IT and enterprise leaders and managers in small, mid-size and large companies with the information they need to select the right solution, functionality and partner to meet their organization’s current and future cloud-based contact center infrastructure (CBCCI) needs.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

AUGUST 9, 2018

This Report covers all aspects of this emerging IT sector, which is building momentum because of its compelling business benefits for enterprises, contact centers and customers. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

MARCH 16, 2018

The 416-page Report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

OCTOBER 18, 2017

Currently, there are two categories of speech analytics vendors in the market: a large group of competitors who sell basic applications that focus on identifying key words and phrases, and a smaller set of feature-rich solution providers who offer extensive business intelligence platforms that provide enterprise-level data.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

DECEMBER 11, 2019

The CBCCI market is performing well and continuing to pick up momentum: Sales of CBCCI solutions are coming from replacements of on-premise solutions, organizations switching from one CBCCI provider to another, and small and mid-size enterprises (SMEs) purchasing their first contact center systems.

Consulting 48

Consulting Consulting Contact Center Marketing 48