DMG Consulting

APRIL 14, 2023

It converts customer conversations into transcripts and structures the insights so they can be shared throughout the enterprise. However, for IA to deliver strategic benefits, its use must be expanded beyond contact centers and applied more broadly throughout the enterprise.

Analytics 48

Analytics Quality management Enterprise Contact Center 48

DMG Consulting

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

Management 62

Management Enterprise Analytics Contact Center 62

DMG Consulting

SEPTEMBER 24, 2021

This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

NICE inContact

MAY 16, 2019

Complete digital service management across contact center operations — through end-to-end enhancements for digital-first omnichannel management, such as routing, forecasting/scheduling, quality management, interaction analytics, and more.

Enterprise 54

Enterprise Contact Center Quality management Analytics 54

DMG Consulting

APRIL 16, 2019

Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table. Analytics-enabled quality management uses speech and text analytics solutions to review up to 100% of interactions, 100% of the time, in 100% of channels.

Analytics 115

Analytics Enterprise Quality management Coaching 115

DMG Consulting

OCTOBER 6, 2023

In addition, some enterprises are beginning to create proprietary LLMs, enabling them to have complete control of the data leveraged by generative AI technologies used in their organizations. and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

DMG Consulting

APRIL 13, 2022

This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

8x8

MARCH 17, 2019

As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape. This week, we announced new products and capabilities that help companies of all sizes move at this new speed of business.

Analytics 91

Analytics Enterprise Contact Center Quality management 91

DMG Consulting

JANUARY 24, 2023

INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience. Interaction analytics solutions can extract business intelligence from omnichannel interactions captured anywhere in an enterprise, covering both speech and text. Automating the quality management process.

Analytics 62

Analytics Enterprise Quality management Contact Center 62

DMG Consulting

MARCH 10, 2023

As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Analytics-enabled quality management (AQM) (a.k.a. automated quality management).

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Beyond Philosophy

OCTOBER 29, 2020

However, when you get into a loss frame (aka, there is a platform on fire and it threatens to burn the whole enterprise down), your risk preferences flip, and you become more risk-seeking. In my early career in corporate life, the philosophy flavor of the month at that particular time was Total Quality Management.

Airlines 419

Airlines Customer centricity Call Center Quality management 419

DMG Consulting

JANUARY 30, 2024

These technologies are significantly improving the effectiveness and validity of analytics-enabled quality management (AQM) applications, paving the way for enterprises to migrate from manual quality management programs to the new age of automated QM.

Contact Center 48

Contact Center CRM Enterprise Self service 48

DMG Consulting

JUNE 8, 2021

Then there are the broader enterprise applications of IA: to identify new product opportunities, at-risk customers, legal risks, and the potential for fraud, just to mention a few. DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

DMG Consulting

JANUARY 4, 2023

Retrain all contact center managers, leaders, supervisors, quality management specialists, coaches, and everyone who interacts with agents – training is highly under-rated in many contact centers, but it makes one of the biggest impacts on the satisfaction and retention levels of agents.

Contact Center 48

Contact Center Quality management Benchmark Enterprise 48

DMG Consulting

DECEMBER 1, 2020

Automation solutions – Intelligent virtual agents (IVAs), virtual assistants (VAs), robotic process automation (RPA) and workflow have emerged as essential enablers for enterprises. The benefits for enterprises are clear, as is the opportunity that these solutions are creating for much higher-level employment opportunities. .

Contact Center 100

Contact Center Government Self service Virtual Agent 100

Playvox

DECEMBER 14, 2021

That’s why we work to build the best workforce engagement management (WEM) software on the market. From quality management to workforce management , we strive to deliver the full suite of solutions you need to bring WEM into the digital era.

Contact Center 52

Contact Center Enterprise Employee engagement Quality management 52

DMG Consulting

JUNE 8, 2021

It also covers broader applications of IA throughout the enterprise, including its value in operationalizing the findings from voice-of-the-customer (VoC), customer journey analytics (CJA) and customer experience (CX) solutions. Enterprises need data on how well their employees are delivering service on an ongoing basis.

Consulting 59

Consulting Consulting Analytics Marketing 59

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022: The Year Dedicated to Improving the Customer Experience.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

NOVEMBER 7, 2023

The second is by expanding their CCaaS functionality to include WEM applications for recording, quality management, workforce management, and interaction analytics. The CCaaS market is executing well and is on track to continue its strong performance despite today’s unique economic environment.

Consulting 59

Consulting Consulting Contact Center Marketing 59

DMG Consulting

SEPTEMBER 29, 2022

It will glean its intelligence in real time from the enterprise (or contact center) repository of unified, tagged, and targeted data. The new AI-based infrastructure will alter the dynamics of service (all customer-facing activities) in enterprises, as well as the systems and applications that come into play.

Contact Center 62

Contact Center contact center solutions Enterprise Analytics 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. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

MARCH 30, 2021

The digital transformation of enterprises and their contact centers was greatly accelerated as companies quickly made modifications to accommodate a rapidly changing economic environment and social distancing requirements. CHANGING BUSINESS MODELS. Contact centers should lead and pave the way.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

Tethr

NOVEMBER 15, 2021

Talkdesk for end-to-end enterprise customer experience analytics. A leader in contact center operations, this forward-thinking organization provides cloud contact center services to enterprise customers with an eye towards a seamless customer experience. As far as enterprise customer experience tools go, Talkdesk is a winner.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

DMG Consulting

JUNE 9, 2023

An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA) self-service capabilities. The number of CCaaS seats and revenue per seat are both growing rapidly.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

DMG Consulting

NOVEMBER 13, 2018

Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. Again – great concept, but in too many situations the QA team was not positioned for success because they did not have access to share their insights with appropriate contact center managers or enterprise executives.

Analytics 76

Analytics Contact Center Quality management Construction 76

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

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

TechSee

APRIL 21, 2021

AI is reshaping the enterprise approach to self-service. Once deployed, the data from the analysis can facilitate intelligent quality management on 100% of agent interactions, thereby improving performance via targeted training. . Computer Vision AI-Based Self-Service.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Hodusoft

JUNE 17, 2021

Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Provides total solution contact center application for our enterprise and government clients.” – Ismed S, From Telecommunications industry . We are very grateful.”

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

DMG Consulting

JANUARY 10, 2022

To optimize their overall service experience, enterprises need to view it through the eyes of their customers and re-imagine the entire customer journey, not just what happens in the contact center. Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

DMG Consulting

JANUARY 3, 2020

Organizations in many industries are leveraging the positive contributions of gamification in many areas of the enterprise, from human resources to risk management. . Successful gamification programs are based on the fundamental principle that people are motivated by different things.

Gamification 78

Gamification Management Coaching Quality management 78

CSM Magazine

JUNE 22, 2023

Calabrio ONE seamlessly unifies workforce optimisation, agent engagement, and business intelligence solutions into the only enterprise-grade, true-cloud workforce performance suite. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

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.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

FEBRUARY 5, 2020

As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

DMG Consulting

MAY 6, 2022

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 Cloud Contact Center Land Grab Is On. May 2, 2022 By Donna Fluss. View this article on the publisher’s website.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

DMG Consulting

OCTOBER 13, 2021

The cloud-based contact center infrastruture (CBCCI) market is the fastest growing IT sector in contact centers because these solutions give enterprises what they want – the agility to meet their customers’ evolving inbound and outbound needs, in voice and digital channels. Salesforce is covered at a high level.

Consulting 48

Consulting Consulting Contact Center Marketing 48

NICE inContact

OCTOBER 17, 2018

But Mattress Firm could rest easy once it switched to NICE inContact CXone, the cloud-based, customer experience platform that supports workforce management, quality management and skills-based routing. Operational efficiency has improved, quality assurance (QA) scores are soaring and agent adherence has risen steadily.

Average Handle Time 48

Average Handle Time Contact Center Quality management Enterprise 48