DMG Consulting

JUNE 9, 2023

CCaaS Market Drivers and Inhibitors June 2023 With a 21.3% increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

DMG Consulting

NOVEMBER 7, 2023

Artificial intelligence, including generative AI, is speeding up innovation and adoption in the CCaaS market and is delivering quantifiable benefits that increase productivity, improve self-service capabilities, and enhance the customer and employee experience (CX/EX).

Consulting 59

Consulting Consulting Contact Center Marketing 59

DMG Consulting

SEPTEMBER 12, 2023

The Report analyzes the emerging real-time guidance (RTG) market, vendors, and products and explores the increasing importance, value, and benefits of RTG and its ability to enhance the customer and employee experience (CX and EX).

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

Playvox

JANUARY 27, 2021

In the past 12 months, as we approach Playvox’s 10-year anniversary, we doubled our market footprint. 2021 is a watershed year for Playvox. Our global clients significantly expanded adoption of our workforce optimization products. We made our first acquisition to make learning fun for customer service agents.

Quality management 60

Quality management Management Marketing Customer Service 60

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. August 5, 2021 Donna Fluss. View this article on the publisher’s website.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Key Market Regulatory Requirements. Zion Market Research 2016. ** CFI Group – 2018 Contact Center Satisfaction Index. without issues….without without delays.

Quality management 40

Quality management Management Best practices Coaching 40

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? There is no better marketing focus group than your existing customers who choose to make their opinions known.

Quality management 40

Quality management Management Scripts Call flow 40

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . When : Today, 3 June 2021. Background : .

Consulting 59

Consulting Consulting Analytics Marketing 59

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? There is no better marketing focus group than your existing customers who choose to make their opinions known.

Quality management 40

Quality management Management Scripts Call flow 40

Tethr

NOVEMBER 15, 2021

Their tools are applicable to teams at any scale and include offerings like supervisor desktop , specialized performance and quality management , and more. The post The best contact center reporting and analytics tools on the market [Guide] appeared first on Tethr. Kustomer is a master of the unified communication model.

Contact Center 99

Contact Center Analytics Marketing First call resolution 99

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure 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. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Verint

DECEMBER 15, 2017

The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. The results of Saddletree Research’s 2017 survey of end users, completed during the third quarter of 2017, reveals the relatively high level of market penetration of quality management in the U.S.

Quality management 29

Quality management Call Logging Management Employee engagement 29

DMG Consulting

MARCH 1, 2019

Thanks to AI and RPA, the WFO Market Surges. The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 The two market leaders, NICE and Verint, which together accounted for 75.5 The two market leaders, NICE and Verint, which together accounted for 75.5 By Donna Fluss. million, a 24.2

Marketing 84

Marketing Contact Center Analytics Enterprise 84

CSM Magazine

APRIL 9, 2024

Call tracking software can also track the marketing effectiveness, showing which campaigns or channels drive the most support calls. RingCentral MVP : Offering call tracking solutions for businesses, RingCentral MVP is a reputable choice in the market.

Customer Support 64

Customer Support Analytics Quality management Management 64

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Attract new talent?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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

Playvox

JANUARY 30, 2024

Contact center managers leverage gamification techniques and tools like badges, point systems, and leaderboards, as part of an overall quality management solution to attract, engage, and retain high-performing agents. A good quality management program should help empower agents — not just supervise them.

Gamification 79

Gamification Contact Center Coaching Quality management 79

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

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

MAY 8, 2023

Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications. This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market.

Management 62

Management Enterprise Analytics Contact Center 62

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

Customer Guru

MARCH 7, 2018

She is a renowned customer experience expert, currently serving as the Director of Customer Experience and Marketing at M4 Communications, Inc. Apart from being an insightful customer experience strategist, she has served as the VP of Marketing and Director of Marketing in various startups across geographies. Palo Alto, CA.

Marketing 62

Marketing Customer Experience Journey mapping B2B 62

Beyond Philosophy

OCTOBER 29, 2020

I was talking to a chief marketing officer (CMO) of a multinational company the other day who wants to change the organization (and believe me, I know this organization; he’s right). 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

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

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

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

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification 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 Gamification Product and Market Report.

Gamification 48

Gamification Consulting Consulting Contact Center 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

Contact Center Pipeline

DECEMBER 21, 2022

And they are working to devise sustainable workforce management (WFM) strategies. In today’s challenging job market, it’s crucial for organizations to attract, nurture, and retain quality talent. Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment.

Management 300

Management Contact Center Marketing Quality management 300