DMG Consulting

MARCH 10, 2023

Fortunately, many innovations that have been under development during the past few years are ready to be rolled out and are positioned to help contact center managers achieve their departmental and corporate objectives. Analytics-enabled quality management (AQM) (a.k.a. automated quality management).

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Serenova

MAY 29, 2020

As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

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. Systems in which they plan to invest are: intelligent virtual assistants (IVAs), bots, robotic process automation (RPA), analytics-enabled quality management (AQM), self-service, WFM and more.

Omni-channel support 87

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

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. Speech and text analytics (also known as interaction analytics) came in fifth (24.6%).

Customer Experience 71

Customer Experience Interactive Voice Response Self service Contact Center 71

Enghouse Interactive

JUNE 17, 2020

IVR / Mobile IVR / Chatbots / CRM integrations. Properly setting up an Interactive Voice Response (IVR) system – one that can be intuitively navigated and is accessible from both mobile and standard phones – will help reduce time otherwise spent waiting for live agent help. ChatBots (a.k.a.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

DMG Consulting

SEPTEMBER 24, 2021

Intelligent self-service is becoming the preferred channel, placing pressure on companies to transition from outdated interactive voice response systems and websites to AI-based omnichannel intelligent virtual agents.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Call Design

FEBRUARY 10, 2022

While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume. Managing people from home or in the office, and keeping rosters up to date can be very challenging. Greater Flexibility.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

JustCall

NOVEMBER 24, 2022

” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. Interaction analytics means that 100% of QA calls can be monitored, ensuring agents follow all business rules and regulations. Contact Quality.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

DMG Consulting

JANUARY 29, 2021

Improving productivity came in third with 36% of the responses, and reducing operating costs came in fourth, as reflected by 34.2% Companies are transitioning from their interactive voice response (IVR) systems to next-gen conversational intelligent virtual agents (IVAs). of the responses. of the responses.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

TechSee

APRIL 21, 2021

Cost optimizations have also cut back on floor managers circulating the room to answer questions and provide assistance. . AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents. Computer Vision AI-Based Self-Service.

Call Center 136

Call Center Contact Center Self service call center solutions 136

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. NewGen WFM with real-time adaptive forecasting and scheduling will revolutionize the world of workforce management.”.

Consulting 48

Consulting Consulting Marketing Management 48

Call Design

OCTOBER 6, 2020

With Call Design’s Quality Management software, you can assess the quality and effectiveness of your agent’s capabilities. Call Design is one of the most trusted suppliers of workforce management software. Your customer’s experience should be your top priority. How Call Design Can Help.

Customer Service 148

Customer Service Self service Quality management Wait times 148

DMG Consulting

MARCH 31, 2017

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

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

NICE inContact

JULY 12, 2016

Each customer interaction is a potential treasure trove of information that, when properly analyzed and disseminated, will enable your contact center to make the leap from a “cost center” to a revenue contributor.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. 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

APRIL 13, 2022

Intelligent self-service is becoming the preferred channel, placing pressure on companies to transition from outdated interactive voice response systems and websites to AI-based omnichannel intelligent virtual agents.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

JustCall

MARCH 9, 2023

Using call center software, you can drive efficiency into call center functions like call routing, queueing, IVR, and much more. Gladly Gladly Gladly is all about driving customer loyalty by offering tools that enhance personalized interactions between your business and customers.

Contact center software 52

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

Serenova

JUNE 6, 2019

When hardware and software are in the cloud, capital expenses and ongoing system maintenance are reduced significantly, and it’s the provider’s responsibility to manage them without interruption to your contact center. For example, are advances in artificial intelligence (AI) and interactive voice response (IVR) the solution?

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

DMG Consulting

NOVEMBER 29, 2017

“The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC. The vendors in this exciting and adaptable market have what it takes to succeed, and this IT sector is going to look even better in 10 years.”.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. If you manage a call center and are looking for a solution to monitor, whisper and barge on calls, you may find some confusing results when searching online…”.

call center software 210

call center software Call Center Contact Center Analytics 210

NICE inContact

SEPTEMBER 27, 2019

“It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. Even the smallest of changes took a long time, and streamlining some IVR menu items, for example, took more than a year. The contact center lacked modern features and functionality and didn’t have skills-based routing or dashboards.

Abandon rate 54

Abandon rate Wait times Contact Center Interactive Voice Response 54

DMG Consulting

NOVEMBER 1, 2017

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” 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 Interactive Voice Response 48

Global Response

MARCH 1, 2022

After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. needing to speak to a manager), or dialed the wrong department. needing to speak to a manager), or dialed the wrong department. You may not be so convinced.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Serenova

AUGUST 11, 2020

From product defects to shipping inquiries, call center agents are often asked to manage a wide variety of tasks, whether identifying customer needs and answering questions or recommending products and new services when applicable. As established, customer perception of the company is often impacted by these interactions.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Playvox

FEBRUARY 29, 2024

Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?” That’s not to say that IVRs cannot save companies significant amounts of money. An IVR can save companies millions of dollars. per minute.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

DMG Consulting

MAY 25, 2018

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Knowledge Management Product and Market Report. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

APRIL 16, 2019

We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. Over the past 15 years, total WFO revenue has gone from $803.4 million in 2003 to approximately $1.7

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

AUGUST 21, 2017

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

MAY 8, 2017

Vendors of performance management, quality assurance, workforce management and customer relationship management solutions are embedding gamification techniques to improve adoption and utilization of their core capabilities and to address the needs of their customers.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

JULY 19, 2017

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

AUGUST 21, 2017

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

NobelBiz

AUGUST 3, 2021

How many consumers stick with you after their first interaction? In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. Team Management: how dedicated are your agents?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

DMG Consulting

JANUARY 17, 2018

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JUNE 7, 2017

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We are a strategic advisor to end users and vendors, large and small, and the financial community.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Playvox

JANUARY 13, 2022

This also means remote workers can have equal access to professional development tools such as performance management and training solutions. And when learning management solutions include multimedia training, this satisfies Gen Z’s inclination for video learning. . In fact, many think AI is the future of customer service.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

DMG Consulting

OCTOBER 18, 2017

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Analytics Marketing 48