DMG Consulting

APRIL 20, 2020

What’s New in the World of Contact Center WFM. With so much going on in the world and many “fires” to put out, it’s tough to think about the future of our contact centers. Learn about the future of contact center WFM and how artificial intelligence (AI), automation and analytics are being used to enhance these solutions.

Contact Center 48

Contact Center contact center workforce Transportation Analytics 48

Playvox

MARCH 21, 2022

Thanks in part to the pandemic, Baby Boomers have become more at ease with using digital ways to get things done — 80% in a 2020 report said they were confident using new technologies. Set the right tone with one that acknowledges retirees’ potential challenges in rejoining the workforce, like unfamiliar policies and communication tools.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Information from each customer contact is collected, labeled by the agent, and stored for future use.

Self service 111

Self service Contact Center contact center workforce Banking 111

DMG Consulting

SEPTEMBER 30, 2021

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. The market performed as expected during the COVID-19 health crisis in calendar year 2020. million in 2020.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

USAN

MAY 10, 2022

Following are some helpful workforce optimization strategies for improving agent engagement and the agent experience overall: 1. One emerging trend in contact center workforce management is shift bidding. Workforce Flexibility. Shift Bidding.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

NobelBiz

OCTOBER 6, 2020

Maybe a surprise for some and confirmation for others, but the contact center industry seems to have adapted quite well to the new reality of remote work. This shift in working methodology opened the contact center workforce market, especially to people with disabilities or homebound.

Contact Center 52

Contact Center contact center workforce Banking Call Center 52

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Want to know more about the evolution of contact centers ?

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Fonolo

OCTOBER 13, 2020

The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. There are Better Options for the Contact Center Workforce.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

BlueOcean

JUNE 17, 2021

Ensuring your customer support center is up and running, no matter what, is a daunting task and the pandemic of 2020 made that clearer than ever before. Ensuring robust business continuity is in place for customer care is one way an outsourcer can help relieve the burden.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job.

Call Center 126

Call Center Management Contact Center Coaching 126

Noble Systems

SEPTEMBER 8, 2020

Additional Resources: Webinar: From Onsite to Fully Remote Operations at Perdoceo Education – A CIO’s Perspective • Sep 15, 2020 @ 2:00PM • Register: US • APAC • EMEA. The strategies that drive the contact center industry in 2020 and beyond are different from the past.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

CSM Magazine

DECEMBER 6, 2019

The EncorePro line provides scalable options for fully integrated audio and asset management for today’s knowledgeable contact center workforce. The MDA 500QD Series is designed for organizations moving their contact center to the cloud. About Poly.

contact center solutions 10

contact center solutions Contact Center contact center workforce Chatbots 10

UJET

JULY 7, 2020

Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Many WFM and QM tools are sold separately and have to be integrated into existing platforms.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

UJET

JULY 7, 2020

Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Many WFM and QM tools are sold separately and have to be integrated into existing platforms.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Playvox

MAY 25, 2023

In this post, we’ll explore several trends that are driving this growth and are influencing contact center leaders’ decision-making. Engagement Is Now Digital First Since 2020, online digital interactions between companies and customers have accelerated. billion valuation by 2031.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Noble Systems

SEPTEMBER 29, 2020

Read our 101 Intro to Call Center Software to learn more about common technologies and tools. BLOG: How Robotic Process Automation Can Augment Your Contact Center Workforce • read. Automation helps optimize the effectiveness of human workers, improves customer experience, and reduces contact center costs.

Management 86

Management Gamification Quality management Schedule adherence 86

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP.

call center workforce 52

call center workforce Call Center Management Gamification 52

BlueOcean

DECEMBER 10, 2019

Their values and habits will make a big impact on how you manage them, especially in the contact center. In this blog, we go beyond stereotypes and look at tangible ways to engage Gen Z in your contact center workforce. The 10 Most Important Contact Center RFP Questions [Infographic].

Customer Service 12

Customer Service outsourcing Contact Center contact center workforce 12

Balto

APRIL 20, 2023

Figure 13: Breakdown of AI Tool Utilization and Attitudes In 2020, the global market for AI in contact centers was estimated at $1.1 2020, June 12). How AI Can Alleviate Call Center Stress Amid Business Disruptions. 2020, June 25). How AI Is Revamping the Contact Center. Spiceworks.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52