DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. C-level executives in many companies hoped to fill the contact center resource gap by increasing agent productivity and providing self-service solutions. The pressure is on for enterprises to improve their customer experience (CX).

Enterprise 59

Enterprise Contact Center Technology Analytics 59

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Optimization helps reduce unnecessary expenses while maintaining service quality. Achieving these goals requires a special balance between the human touch and technological innovation.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Your agents also win when AI-integrated workforce engagement management technology is employed because it creates a better employee experience (EX).

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

DMG Consulting

NOVEMBER 8, 2023

What goals can AI help them achieve: Enhancing self-service? Which AI technologies should be used? Interaction analytics technology has been in the commercial market for more than 20 years and AQM for more than 12 of them. Decision-makers are considering many factors, including: Is it safe to use AI?

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

DMG Consulting

JANUARY 30, 2024

Although lingering economic uncertainty has led to slower purchasing decisions for contact center technology, frequently doubling the typical sales cycle to 12 to 18 months, companies are buying. Sales and technology partnerships have been key to the CCaaS market’s success, a trend that DMG expects to increase.

Contact Center 48

Contact Center CRM Enterprise Self service 48

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 Top Contact Center Technology Investments. of survey participants.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

NOVEMBER 7, 2023

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Consulting 59

Consulting Consulting Contact Center Marketing 59

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Playvox

MARCH 5, 2024

A desire for instant-access self-service options is shifting how customers want to engage. And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up?

Quality management 78

Quality management Management Contact Center Coaching 78

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

DMG Consulting

FEBRUARY 5, 2020

IVA, bots, RPA, AQM, self-service, WFM, etc.) 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. Figure 1: Contact Center Technology Investment Priorities for 2020. See Figure 1. .

Omni-channel support 87

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

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. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

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

DMG Consulting

JUNE 9, 2023

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. Both traditional and generative artificial intelligence (AI) technologies are influencing CCaaS adoption.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

DMG Consulting

OCTOBER 6, 2023

Generative AI is ideal for service organizations due to its ability to create content in response to inquiries. Contact center and customer service technology vendors are applying generative AI to enhance their solutions, speed up implementation, and improve the accuracy of their findings. and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Is Technology the Answer to Contact Centers’ Biggest Challenges?

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. One of the latest AI technologies is GPT-4, the fourth generation of OpenAI’s language prediction model. Analytics-enabled quality management.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Intelligent virtual assistants.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

CSM Magazine

MARCH 13, 2022

They also agree that a good customer experience includes empowered employees (Employee Experience) 75%; memorable, personalised interactions in moments that matter (Multiexperience) 80%; and the interaction of humans, data, and technology (User experience) 73%. The right communications and collaboration tools empower everyone.

Gamification 52

Gamification Customer centricity Self service Surveys 52

DMG Consulting

AUGUST 16, 2022

Predictive analytics is a flexible AI-based technology that is being leveraged by a growing number of contact center solutions (e.g., intelligent virtual agents (IVAs), workforce management (WFM), analytics-enabled quality management (AQM), predictive behavioral routing, knowledge management, interaction analytics, and more).

Contact Center 48

Contact Center Analytics Virtual Agent contact center solutions 48

DMG Consulting

MARCH 30, 2021

It’s time for companies to give customers what they want, which is artificial intelligence-enabled omnichannel self-service solutions, as these have become consumers’ preferred method of conducting business.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. These applications are being pushed to the next level by more advanced AI-enabled technologies, like supervised, semi-supervised, and unsupervised machine learning and predictive analytics. Speech Analytics and AI Is a Winning Combination.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

JANUARY 29, 2021

What are your top technology priorities for 2021? After the pandemic is over, are you going to have some/all contact center/customer service employees work from home? The second-ranked response was to improve customer-facing self-service capabilities, as reflected by 44.7% The three questions were: . of respondents.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Enghouse Interactive

JULY 7, 2020

In our previous post, under the Helping Customers Help Themselves with Self-Service heading, we alluded to the cross-over benefits for agents that result from Teams enabled applications. Teams complements the contact center resources to help agents provide better levels of service to their customers.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 76

Self service Contact Center Benchmark Chatbots 76

ConvergeOne

JUNE 28, 2022

WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management. Today's forward-thinking organizations continually adopt the latest technologies to enhance workforce management processes, improve customer experience and maintain a competitive edge over the competition.

Self service 82

Self service Quality management Technology Contact Center 82

CSM Magazine

DECEMBER 15, 2022

Among the bright spots of 2022, we saw organizations and their support centers continue to prioritize the customer experience by implementing new technologies and support channels and navigating challenges, including excelling in the new hybrid work. We recommend companies implement technology and automation in their support centers.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

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

CSM Magazine

NOVEMBER 4, 2020

Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Calabrio’s latest Evolving World of Work report revealed that more than half of contact centres have maintained Quality Management (QM) levels while one third have actually increased their QM evaluations during the pandemic.

Self service 52

Self service Analytics Employee engagement Surveys 52

Enghouse Interactive

FEBRUARY 9, 2021

AI can quickly determine where the service gaps are and propose approaches that have the highest probability of resolving these issues in real-time. of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. AI-Enabled Self Service (34.8% planned, 46.5%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

DMG Consulting

SEPTEMBER 17, 2021

Managers in most small or midsize contact centers, and many large ones, have migrated or are in the process of moving to CCaaS solutions. Evaluate existing self-service solutions to determine if they are as effective as they should be and if they are meeting the needs of your customers.

Contact Center 48

Contact Center Enterprise Self service Technology 48

DMG Consulting

SEPTEMBER 20, 2021

The playbook for the “new normal” will likely follow three major trends: the migration to the cloud, digital transformation, and the adoption of smart technologies (artificial intelligence and automation). The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

Enghouse Interactive

JUNE 9, 2021

By using tools such as chatbots, biometric authentication, self-service, and natural language processing (NLP), organizations can listen to the voice of the customer (VOC) to gather first-party data and then extract the contextual information needed to complete customer profiles which are foundational to personalization (1:1 targeting).

Contact Center 97

Contact Center Self service Chatbots CRM 97

CSM Magazine

APRIL 25, 2023

According to Calabrio’s latest State of the Contact Centre Report, 1 in 3 consumers say they see agents as brand representatives rather than low-level service workers. Attempting to meet customer expectations while dealing with new digital technologies and hybrid working arrangements, agents can quickly feel overwhelmed.

Analytics 52

Analytics Coaching Benchmark Contact Center 52