Call Design

FEBRUARY 10, 2022

A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis. While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume. Greater Flexibility.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. WFO market is contracting; future is in the cloud. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 1 November 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

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. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 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

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

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. What: Releases 2017 Contact Center Workforce Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 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. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 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. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 48

Consulting Consulting Contact Center 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. When: Today, 22 August 2017.

Consulting 48

Consulting Consulting Virtual Agent 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

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . The right communications and collaboration tools empower everyone.

Gamification 52

Gamification Customer centricity Self service Surveys 52

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. When: Today, 22 August 2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

Call Design

AUGUST 20, 2019

This change makes Call Design the sole partner in Australia supporting Aspect Software customers in the market. For the past 20 years, Call Design has been responsible for sales and implementation of Aspect Software technology in Australia, United States, Europe and Asia.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

This change makes Call Design the sole partner in Australia supporting Aspect Software customers in the market. For the past 20 years, Call Design has been responsible for sales and implementation of Aspect Software technology in Australia, United States, Europe and Asia.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

DMG Consulting

JANUARY 10, 2022

It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Playvox

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. With the right culture and technology tools, you can cultivate a highly motivated team that improves over time. Fortunately, technology has evolved as well. will ultimately fall flat. Perhaps not. But engaged?

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. But market growth is just a part of the story. The overarching themes shared by these seven trends are productivity improvement, enhanced quality, and reduced costs, driven by AI-related functionality. THE NEXT ACT.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Aspect

SEPTEMBER 21, 2018

The Gig economy is a labor market characterized by the prevalence of short-term contracts or freelance work as opposed to permanent jobs. If the agent is never required to come onsite, or cannot due to being too far away from the contact center location, infrastructure and quality management must be adequately addressed.

At home agents 78

At home agents Coaching Gamification Metrics 78

Expivia

JULY 21, 2021

You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s connected to technology. Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Workforce Management Software.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

NobelBiz

FEBRUARY 22, 2023

What does this entail in terms of practice, technology, and organizational structure? What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center? However, it is not a walk in the park to integrate remote work in contact centers.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

What does this entail in terms of practice, technology, and organizational structure? What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center? However, it is not a walk in the park to integrate remote work in contact centers.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

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. 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

Playvox

OCTOBER 12, 2022

Managing your remote customer service team is much easier when you hire the right people. In a competitive job market, the strongest job candidates will naturally seek out best-in-class employers. Gamification in remote workforce training is proven to be effective. Optimize with Technology.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

CSM Magazine

FEBRUARY 17, 2021

Avoiding siloed products by choosing an all-in-one solution that includes quality management (QM), workforce management (WFM), analytics and business intelligence, means agents and contact centre leaders can see all critical data on a single unified dashboard. A Smarter Approach to WEM Starts With Smart Technology.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

NobelBiz

MARCH 23, 2022

You are aware that technology will be critical in 2022 and beyond for the industry. And that without a good review of your contact center technology, your company will not be able to grow. But how much does your technology add to your company’s revenue? How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

JustCall

APRIL 5, 2023

Speech-enabled IVR – IVR technology allows customers to interact with an automated system with recorded messages to access information. Twilio’s flexible pay-per-use model sets it apart from most brands in the market. Avaya Overview Avaya offers comprehensive phone and calling features for businesses of all sizes.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

CSM Magazine

JUNE 3, 2021

Finally, aim to work with technology partners who combine cloud-first thinking with flexible yet tightly integrated technology for maximum impact. Workforce Management (WFM) and Workforce Engagement Solutions (WEM) can help to track the performance of agents and keep teams engaged with leaderboards and gamification.

Enterprise 52

Enterprise Gamification Multichannel Analytics 52