DMG Consulting

MARCH 12, 2018

Question: Our contact center only has 25 agents, what workforce optimization applications should we use? WFO suites are highly beneficial for contact centers in small to mid-size businesses (SMBs) because they provide a fully integrated and unified set of applications for managing and optimizing the operating environment.

Contact Center 48

Contact Center Text Analytics VOC Social Media 48

Lumoa

FEBRUARY 7, 2023

Social Media : even if you aren’t listening, customers will be talking about you on social media and other websites. Survey responses come in through your survey provider, reviews are available only on third-party sites, and customer conversations are all stored in your contact center. or is it different?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

DMG Consulting

JULY 16, 2019

The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. Calls are identified for evaluation from recordings, and then a QM specialist listens, assesses and completes a monitoring form for each of them. QM Challenges.

Text Analytics 69

Text Analytics Contact Center Artificial Intelligence Social Media 69

Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Social media.

Contact Center 140

Contact Center VOC Social Media AI 140

Lumoa

APRIL 28, 2024

Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022. Its omnichannel text analytics feature comes with Natural Language Processing and is supported by AI (more about this in the next segment).

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. By Donna Fluss. This is because IA generates measurable benefits that contribute to a company’s top and bottom line. Final Thoughts.

Sales 72

Sales Contact Center Text Analytics Social Media 72

DMG Consulting

MARCH 1, 2019

percent compared to the first half of 2017, and excellent for the contact center segment, which grew by 24.2 However, a significantly larger increase was experienced in the contact center WFO segment. Contact center WFO revenue grew substantially, from $695 million in the first half of 2017 to $863.6

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

DMG Consulting

JULY 31, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Fundamentally, call tracking is software and analytics that are used to capture inbound call activity to determine the effectiveness of online (e.g., and offline (e.g.,

Contact Center 48

Contact Center Text Analytics Social Media Customer Relationship Management 48

DMG Consulting

FEBRUARY 25, 2019

The future of this process is analytics-enabled QM (AQM). Speech and text analytics are used to listen to/read customer interactions and provide feedback to the enterprise (general trends) and agents (what they do right and how to improve). This iframe contains the logic required to handle Ajax powered Gravity Forms.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

DMG Consulting

SEPTEMBER 26, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report. When: Today, 26 September 2018. Where: Available at the DMG Consulting online store.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

Qualtrics

MARCH 6, 2019

Consumers complain to call center reps about website problems, and provide product feedback in social media store reviews. Let’s face it, more customers talk about brands on social media than in responding to surveys. You can’t train customers to give you feedback in a way that ties to your org chart.

CX 24

CX Customer Experience Social Media Text Analytics 24

SurveySensum

JULY 20, 2023

Analyzing this feedback using powerful text analytics , they discovered important insights. Utilize various channels such as digital advertising, social media, etc to raise visibility and engage potential customers. Engage with customers proactively and positively across social media and other online platforms.

Retail 52

Retail Customer Feedback CX Social Media 52