DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Aspect

SEPTEMBER 21, 2018

Not everyone makes the perfect work at home agent. Define the Home Office. Your agent’s ability to work from home will define the success of your program, and will have a direct impact on the customer experience delivered. Define strategies to support the launch or new work at home agents.

At home agents 78

At home agents Coaching Gamification Metrics 78

DMG Consulting

JANUARY 10, 2022

The working world has changed, and so must contact centers; companies that want to be able to hire and retain great agents must listen and respond to their needs and create a more flexible and engaging work environment that enables them to deliver a consistently outstanding customer experience (CX).

Contact Center 77

Contact Center Self service Gamification Enterprise 77

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. But don’t let technology get in the way of a good customer experience.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40