DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss. The data enabled them to determine the actions necessary to keep their workers safe, sustain brand reputation and loyalty, adjust to an accelerating digital economy, and remain relevant in the midst of unprecedented challenges.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Netomi

AUGUST 18, 2023

Artificial intelligence today is a transformative reality. As pioneers in this realm, Netomi presents a comprehensive list of 58 conversational AI statistics. These figures not only highlight the growing influence of conversational AI and AI chatbots but also offer a glimpse into the future of human-machine interaction.

Chatbots 52

Chatbots Banking Real estate Finance 52

pindrop

OCTOBER 22, 2021

In today’s world where technology continues to evolve, most companies are currently experiencing a digital transformation. Now, as companies move further into digital transformation, they gain an opportunity to save even more because of greater efficiencies created through analytics, AI and digital platforms.

Average Handle Time 62

Average Handle Time Interactive Voice Response Call Center Banking 62

Spearline

JUNE 2, 2022

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022? reduction in spending.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

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. CCaaS Market Drivers and Inhibitors June 2023 With a 21.3% Growth is also impacted by companies adding seats.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. Contact centers all over the world were forced to accelerate their digital transformation the moment the lockdown hit, as the alternative was not an option.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Fonolo

JANUARY 18, 2022

Resilience was hailed at the start of the pandemic as a new definition of success, but did that continue over 2021? Here’s what Shep Hyken, CSP and CPAE of Shepard Presentations, had to say about call center competition in 2021 going into 2022: “Customers aren’t comparing you to a direct competitor.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Some aspects of the new definition are obvious: heightened empathy and benevolence, smoother digitalization, stronger security and safety, greater inclusion and diversity. Smoother digitalization involves the IT function plus business process owners across your company.

Customer Experience 77

Customer Experience Journey mapping Customer centricity Best practices 77

Interactions

JUNE 17, 2021

But, we’re halfway through 2021 and it only feels right to do a check-in on where we stand with the evolution of contact centers and changes to customer experience. . Forbes published 11 CX related Predictions for 2021 late last year. Customer Service will get Increasingly Conversational”. Where did that leave us?

Self service 62

Self service Contact Center Customer centricity Customer Experience 62

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . When : Today, 3 June 2021. The world of work has been transformed by the pandemic. Where : Available at the DMG Consulting online store. Background : .

Consulting 59

Consulting Consulting Analytics Marketing 59

DMG Consulting

JUNE 8, 2021

Interaction analytics capabilities are now finding their way into many third-party systems, including cloud-based contact center infrastructure solutions, customer relationship management (CRM) solutions, voice-of-the-customer (VoC) offerings, BI applications, and more. Current Status of Speech (and Text) Analytics. Product Innovation.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

Comm100

MAY 4, 2022

The only way to keep up and meet these expectations is through digital transformation. In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools.

Chatbots 75

Chatbots Wait times Banking Personalization 75

Anexa BPO

JUNE 15, 2022

Obviously, CX is here to stay, and its connection with digital platforms and processes is everywhere. And even though these practices were transforming the customer journey, COVID-19 hit hard and essentially changed the way we do business. Let’s examine a few.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Customer centricity 52

Spearline

MARCH 27, 2023

The deal pairs Cyara’s leadership in contact center and chatbot assurance with Spearline’s global dialing and WebRTC capabilities to deliver an unmatched solution set that uniquely addresses the needs of enterprises transforming their CX through the adoption of cloud- and AI-based solutions that support the modern remote workforce.

Customer Experience 52

Customer Experience Chatbots Enterprise Contact Center 52

CSM Magazine

MAY 17, 2021

The global pandemic has accelerated digital transformation and ushered in a Cloud-Smart Era. The COVID-19 health crisis has accelerated digital transformation like never before. Cloud solutions make it easier to unlock the value within Voice of the Customer (VOC) and employee data.

Analytics 96

Analytics Employee engagement Surveys SaaS 96

Lumoa

APRIL 28, 2020

New technology has driven organizations to undergo digital transformations, as a result, we see a shift in consumer behavior. As a consequence of the increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever.

Customer Experience 83

Customer Experience Journey mapping Self service Technology 83

Uniphore

JUNE 22, 2021

So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents. You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. Check it out!

Call Center 87

Call Center Entertainment Contact Center Benchmark 87

CSM Magazine

JUNE 14, 2022

When it comes to digital transformation, the huge potential of South Africa is fast becoming a reality thanks to the arrival of new Amazon Web Service (AWS) Region in Cape Town in 2021, comprising three availability zones. The race to accelerate South Africa’s cloud journey. Five reasons why Calabrio ONE and the cloud matter.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

Inbenta

JANUARY 25, 2021

So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business? For a few years now, Artificial Intelligence has been transforming the way companies interact with their customers. The same goes for customer service departments, which have had to adapt and send their employees home.

Customer Experience 97

Customer Experience Self service Wait times Chatbots 97

aircall

JANUARY 18, 2022

Considering the recent developments in the industry, companies have every reason to be excited for 2022: From now on, you can benefit from an alliance between Aircall and Deutsche Telekom that will rewrite the future of business telephony, as well as digitization, in German-speaking countries. 2021 was an important year for Aircall.

voip 62

voip Telecommunications call center software Marketing 62

aircall

OCTOBER 6, 2022

Aircall affirmed its foothold in the Spanish market with a significant 102% growth in the region in 2021, appealing to businesses across the travel, financial services, education and technology sectors. The office opening continues Aircall’s global expansion plans and reinforces its presence in Spain .

Marketing 62

Marketing SaaS Education CRM 62

3CLogic

MAY 26, 2022

According to Adobe’s study into digital trends, many organizations are feeling the effects of not prioritizing the customer experience. During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience. every year from 2022 to 2030.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. We are happy to be recognized as one of the Category Leaders & FrontRunners by Gartner. Kartik Khambhati, Co-Founder & CBDO said.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Enghouse Interactive

JANUARY 13, 2021

of all other companies have a CX project that has been completed, is underway, or is planned for implementation in 2021. of all other companies have a CX project that has been completed, is underway, or is planned for implementation in 2021. will have extended Teams to their contact center for voice and 31.1% New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

aircall

OCTOBER 6, 2022

year on year in 2021 , there is, of course, an increasing pressure to beat the competition, work more efficiently and have greater visibility over the performance of business activities. Since our founding in 2014, Aircall’s international customer and partner base has been growing at pace. Spain’s digitalisation adventure.

SaaS 62

SaaS Education Marketing Technology 62

Quadient

AUGUST 17, 2021

Tue, 08/17/2021 - 22:06. It reflects not only new demands for digital agility and analytics but also a focus on implementation of customer journey mapping and other customer-centric tools. Marci Maddox, Research Director-Digital Experience Management, IDC. . The common theme in customer experience trends is acceleration.

Customer Experience 52

Customer Experience Journey mapping Enterprise Analytics 52

DMG Consulting

JULY 20, 2022

The Report analyzes the revenue, market share, and execution of the estimated 36 worldwide workforce optimization (WFO)/workforce engagement management (WEM) suite vendors for fiscal full-year 2021. million during 2021. The numbers reflect the strength and resilience of this market . Background: . This is an increase of $158.5

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

CSM Magazine

DECEMBER 2, 2020

Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021. . In contact centres, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed everything.

Analytics 72

Analytics Self service Government Engineering 72

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. New-gen WFM takes staffing and service optimization to the next level. Today’s WFM solutions are evolving to keep pace with the changing business world.

Consulting 62

Consulting Consulting Marketing Management 62

Hodusoft

MAY 26, 2022

HoduSoft has been consistently achieving success in Gartner Digital Markets. In 2021, HoduCC achieved recognition as Category Leader and FrontRunner by GetApp and Software Advice respectively. HoduCC – Call Center and Auto Dialer Software Stands out as FrontRunner in the Gartner report. Ease of use. Functionality.

Call Center 98

Call Center Interactive Voice Response call center software voip 98

CSM Magazine

AUGUST 22, 2021

And in the digital age, where platforms like TripAdvisor, Facebook and Google reviews allow customers to easily share opinions about your business online, it seems crazy not to make your customer service strategy a top priority. So, how best can your business improve its service to customers in 2021? Probably more than you think.

Customer Service 52

Customer Service Feedback Management Marketing 52

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S.

Banking 52

Banking Average Handle Time Contact Center Wait times 52

JustCall

DECEMBER 13, 2022

Healthcare is one industry that has transformed the most in the past few years. Voice over Internet Protocol (VoIP) phone systems for healthcare can provide secure, efficient, and cost-effective solutions for modern healthcare needs. The answer: by adopting an advanced and efficient phone system.

voip 52

voip Healthcare Transportation CRM 52

Uniphore

DECEMBER 17, 2021

The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities. The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives.

Healthcare 52

Healthcare Contact Center Self service Wait times 52

Education Services Group

DECEMBER 28, 2021

After 2020, we all needed a bit of a reset in 2021. 10… Voice of the Customer (VoC) programs enhance CX. Currently, Voice of the Customer (VoC) programs are either underutilized or being developed independently from Customer Success. Who knew Customer Success would make such an impact and grow so much these past 12 months?

Education 52

Education Best practices Self service Customer Experience 52