DMG Consulting

MARCH 30, 2021

Contact Centers’ Digital Transformation Has Only Begun. March 30, 2021 By Donna Fluss. It was a brute force exit from the office, but contact centers were highly effective in getting their folks home and back online so they could be available to assist their companies’ customers and prospects.

Contact Center 79

Contact Center Real Estate Artificial Intelligence Compliance 79

DMG Consulting

SEPTEMBER 20, 2021

Contact Centers’ Road Map to Success in the New Normal. May 25, 2021 Donna Fluss. Contact Centers Moving Forward at an Accelerated Pace. Adding digital channels is a step in the right direction and a necessity for contact centers of all sizes in all verticals, but it is just the beginning.

Contact Center 48

Contact Center Real Estate Artificial Intelligence Compliance 48

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization. High attrition. Agent engagement.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization. High attrition. Agent engagement.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). Banking contact center interactions are expected to remain elevated through 2024. And shift we did.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Uniphore

DECEMBER 17, 2021

This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. Scoring an “Ok” Satisfaction Rating Isn’t Enough.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

Aquire

OCTOBER 5, 2021

Troubleshooting problems via innovative customer service technology like cobrowsing or video chat. Customer journeys are complex and you need to take into account multiple customer touchpoints to offer the best experience. That’s where an omnichannel strategy and implementing omnichannel technology come in. WHITEPAPER. .

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

Hodusoft

OCTOBER 26, 2021

HoduSoft joins GITEX 2021 at Dubai with Tech Giants; exhibits UC products. Technology makes humans realize the potential that the future holds. At the GITEX Technology Week 2021, the leaders of the world’s renowned technology companies exhibited their ambitious products and services.

Contact Center 52

Contact Center Government Omnichannel Technology 52

Ameyo Callversations

NOVEMBER 23, 2021

The question of how technology affects the future of customer service and support is not an easy one to answer. There’s a strong correlation between the growth of technology and customer expectations, and as technology advances, so do customers’ demands. What is Customer Service Technology?

Technology 98

Technology Technology Customer Service E-commerce 98

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center 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 2019 – 2020 Contact Center Analytics Product and Market Report.

Contact Center 48

Contact Center Text Analytics Touchpoint Sales 48

VOZIQ

MARCH 19, 2021

Reston, March 17, 2021: VOZIQ, ? Receiving this prestigious award for the third time in a row is a reflection of the maturity of the product and our commitment to consistently delivering multi- million-dollar value to our clients each year , ” said Suresh Akula, co-founder and Chief Technology Officer of VOZIQ. .

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

VOZIQ

MARCH 19, 2021

Reston, March 17, 2021: VOZIQ, ? Receiving this prestigious award for the third time in a row is a reflection of the maturity of the product and our commitment to consistently delivering multi- million-dollar value to our clients each year , ” said Suresh Akula, co-founder and Chief Technology Officer of VOZIQ. .

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

Execs In The Know

OCTOBER 11, 2021

In 2021, the top three vendor management priorities have been: Rapid acceleration of revising outsourcing requirements, updating contracts, and reevaluating supplier capabilities to serve this new normal best. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Contact Center 98

Contact Center Scorecard Touchpoint Technology 98

Fonolo

NOVEMBER 16, 2021

Although fantastic customer support has always been at the forefront of contact center success, statistics are beginning to expose a new trend. Contact Center Trends: Predictions for 2022. How do contact centers benefit from tailoring customer experiences? What is personalized customer service?

Customer Service 87

Customer Service Contact Center Artificial Intelligence Machine Learning 87

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.

Contact Center 48

Contact Center Text Analytics Customer Relationship Management Innovation 48

Ameyo Callversations

NOVEMBER 23, 2021

The question of how technology affects the future of customer service and support is not an easy one to answer. There’s a strong correlation between the growth of technology and customer expectations, and as technology advances, so do customers’ demands. What is Customer Service Technology?

Technology 52

Technology Technology Customer Service E-commerce 52

Hodusoft

MARCH 21, 2024

In response to constant technological advancements and changing global trends, the BPO industry has evolved into a significant player in the global economy. from 2021 to 2028. From technological hurdles to changing market dynamics, BPOs constantly face a bombardment of obstacles that can either make or break their success.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Execs In The Know

MARCH 6, 2023

This research is produced in partnership with ACT (Advanced Call Center Technologies) , a leading provider of performance-driven contact centers and back-office support services. This latest volume of research contains trending and new data built around the experiences and perspectives of 111 senior CX leaders.

CX 52

CX Contact Center Touchpoint Technology 52

1 to 1

DECEMBER 22, 2021

And the contact center industry is not exempt. With several outsourcing contact centers in 2021 reporting training class rates as low as 20% and above average stress levels , it’s no longer a question of how does the industry recruit quality employees, but how does it retain them? Put employee needs on top.

Contact Center 26

Contact Center Machine Learning Government Touchpoint 26

Experience Investigators

DECEMBER 14, 2021

2021 was another strange, unpredictable, not-quite-back-to-normal trip. Leverage available technologies to serve the customer in meaningful ways. Look for the touchpoints along the customer’s journey that could better serve customers with these technologies. It’s time to wrap up another year.

Customer Experience 135

Customer Experience Close the Loop Customer Journey Map Contact Center 135

MattsenKumar

JUNE 11, 2021

The road to customer service quality improvement must start from touchpoints where customers have had bad experiences. A properly concluded survey or customer feedback activity will help organizations: Discover the touchpoints where customers are facing the maximum hassle. Tip 3 – Pivot to Trending Technologies.

Customer Service 52

Customer Service Contact Center E-commerce Net Promoter Score 52

DMG Consulting

SEPTEMBER 24, 2021

July 7, 2021 Donna Fluss. This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. IA BENEFITS THE CONTACT CENTER.

Contact Center 77

Contact Center Voice of the Customer Artificial Intelligence Omnichannel 77

1 to 1

DECEMBER 7, 2021

To prepare for another round of deals, delays, and determination here are 5 key strategies retail customer service can employ to win 2021’s Black Friday. Migrating to cloud contact center services enables your organization to holistically interact with customers in the channels they prefer while optimizing technology, processes, and people.

Retail 26

Retail CX Contact Center Start-ups 26

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. With digital technologies pushing customer experiences forward, businesses can do more to adapt to their customers’ needs.

Customer Experience 91

Customer Experience Omnichannel Social Media CX 91

Lightico

AUGUST 1, 2021

But in 2021, many banks and financial institutions still find themselves trailing behind that digital curve — and that’s currently creating unnecessarily painful journeys for their customers. Digital Completion technology has now emerged that enables banks to integrate all customer-facing steps into one real-time interactive session.

E-commerce 52

E-commerce Contact Center Compliance Omnichannel 52

Lightico

OCTOBER 4, 2021

alone in 2021 racked up to nearly $1.3 And so technology is that much more critical now because people realized that you actually needed to be able to do business when you couldn’t go in person.”. Future-proofing the Customer Journey with Digital Completion Technology. Is Amazon merely dipping their toes or going all in?

Gaming 52

Gaming E-commerce Finance Start-ups 52

Steven Van Belleghem

DECEMBER 6, 2021

We see more and more marketers adopting NFT (Non fungible tokens) technology to connect to their customers to drive engagement, loyalty and more. Service reps in contact centers, employees in retail shops and staff in hotels and restaurants are just some examples of jobs that usually pay little and have few (if any) benefits.

CX 123

CX Customer Experience Non-Profits Social Media 123

Zendesk

APRIL 6, 2021

More companies are realizing that improvements in customer service training and work satisfaction have a big impact on reducing call center burnout and improving customer retention and satisfaction. And, as a result of the COVID-19 pandemic, call center agents and managers now benefit from better technology and more flexible work options.

Contact Center 52

Contact Center Omnichannel Start-ups Technology 52

1 to 1

JULY 29, 2022

Every time customers interact with a customer service representative, do a keyword search, click through a brand’s website, or engage other touchpoints, they’re giving hints about their interests and intentions. For example, based on millions of customer interactions (contact center inquiries over calls, chats, bots, searches, etc.),

Manufacturing 29

Manufacturing Artificial Intelligence Predictive Analytics Contact Center 29

SurveySensum

JULY 20, 2023

Open-ended) That is why you must collect customer feedback at all touchpoints across the customer journey. This will help you identify touchpoints with the friction, take the required action, and improve the overall retail experience. Engage with them on these touchpoints with well-designed surveys.

Retail 52

Retail Customer Feedback CX Social Media 52

MattsenKumar

JUNE 18, 2021

Improves Reporting & Analytics: One centralized system showcasing all challenges faced by customers makes it easier to identify channels or touchpoints leading to maximum issues. Offering Support at Every Touchpoint. A seasoned professional with real-time experience in managing contact center operations will be a good fit.

Omnichannel 52

Omnichannel E-commerce Customer Service Social Media 52

Intercom

MARCH 23, 2023

In 2021, he decided to take everything he had learned throughout his professional life and compile it into a book, “ From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans ,” where he explores how companies can shape their customers’ perceptions and impressions. So, this is very close to my heart.

CX 59

CX Customer Experience Retail Start-ups 59