DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 14th Annual Workforce Optimization (WFO) Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Monet Software

JUNE 29, 2021

Some agents arrive knowing how to accept and incorporate feedback. Making QA feedback a regular occurrence has many benefits. When agents deal with feedback once or twice per week, they become more comfortable with it. Regular feedback also allows leaders to strike while the iron is hot. Here are a few tips. #1

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Vistio

FEBRUARY 1, 2024

By immersing remote agents in real-world customer interactions, your contact center workforce can develop the confidence and competence needed to succeed in their roles.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

Aspect

MARCH 8, 2018

In the G2 Crowd Grid for Contact Center Workforce , Aspect Workforce Management software scores in the much-coveted Leadership Quadrant. G2 Crowd Grid ® for Contact Center Workforce Software. G2 Crowd has revealed the unvarnished truth about Aspect Workforce Management.

contact center workforce 63

contact center workforce call center workforce Contact Center Marketing 63

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

Aspect

MARCH 8, 2018

In the G2 Crowd Grid for Contact Center Workforce , Aspect Workforce Management software scores in the much-coveted Leadership Quadrant. G2 Crowd Grid ® for Contact Center Workforce Software. G2 Crowd has revealed the unvarnished truth about Aspect Workforce Management.

contact center workforce 56

contact center workforce call center workforce Contact Center Marketing 56

NobelBiz

MARCH 26, 2024

RELATED ARTICLE How to Report and Analyze Like a Pro: 10 Best Practices for Reporting and Analytics in a Contact Center Workforce Management (WFM) Automation Workforce Management (WFM) Automation plays a critical role in contact center efficiency by optimizing staffing levels and resource allocation.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Tethr

MARCH 3, 2020

Offer consistent feedback. An agent should know where they measure up both in regards to previously established expectations and contact center goals. Platforms like Tethr score agent performance in an accurate and unbiased manner so managers can offer the best feedback. . Never isolate your remote agents.

Call Center 84

Call Center At home agents Management contact center workforce 84

Playvox

JANUARY 5, 2022

It can deliver positive feedback on a client interaction, recognize an agent’s strengths, or simply express appreciation for their contributions to the team. Ask for Feedback. Want more tips on how to enhance the experience of your hybrid contact center workforce? It shows more care than an email.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

COPC

FEBRUARY 15, 2024

Call Quality Assessment: Insights and Ethics AI listens to calls, scores agent performance objectively (based on training) and generates detailed feedback reports. This This shift in responsibilities presents both opportunities and challenges for the future of the contact center workforce.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Playvox

OCTOBER 18, 2022

Because many customer service centers’ remote work policies require agents to maintain specific performance standards , managers cite solutions such as workforce management (29%) and quality management (26%) as other contact center software they turned to.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

DMG Consulting

APRIL 15, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

Monet Software

SEPTEMBER 24, 2020

By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. QA delivers clear, quantitative feedback agents can build on. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Etech GS

OCTOBER 23, 2019

Whether the employees are human or robotic, workforce optimization helps teams to work smarter instead of harder. As the name suggests, contact center workforce optimization involves using managerial practices to ensure maximum productivity meets maximum efficiency. However, the focus is still your customers.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

Serenova

MARCH 23, 2020

We’re communicating with our customers and other contact center leaders every day to understand your most significant and immediate challenges, and where you need the most help solving them. Based on your feedback, we created the CxEngage Rapid Response Program.

Contact Center 80

Contact Center contact center workforce Government Healthcare 80

Voxjar

APRIL 9, 2020

We’re lucky that cloud software has made it just as easy to deploy a remote, distributed call center as it is to deploy one on-premise. The question is, how do we adjust the rest of our processes and tools to support a remote contact center workforce? 3: Delivering QA and Coaching Feedback from Home. You’ll learn.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Calabrio

OCTOBER 6, 2016

Constantly tend to and nourish their contact centers and its members. Teach agents the art of giving and receiving feedback, including how to have a candid conversation with their boss. It makes sense that superhero contact centers need to be staffed by exceptional people with distinct skill sets.

Contact Center 40

Contact Center contact center workforce Customer centricity Self service 40

Noble Systems

AUGUST 8, 2019

Use several channels of communication to stay in contact with remote workers. It can also deliver continuous feedback in a fun and compelling way. In addition to daily feedback and communication through gamification, it is important to schedule face-to-face meetings with remote agents. Be clear about expectations.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

CSM Magazine

OCTOBER 15, 2018

Features such as Real-Time Adherence flag up when schedules are in danger of being breached while Intra-day Schedulers allow managers to reschedule the contact center workforce during the day taking into account unplanned changes in customer demand and unplanned agent absences.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. of capturing feedback from customers. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.)

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Fonolo

MAY 7, 2015

Here are 7 great things a successful call center manager does on a daily basis, along with some of our top tips on successful contact center management: 1. Agents are quite literally the mouth and ears of your contact center. So, why not use them as a means of providing feedback? Talk to Your Support Agents.

Call Center 126

Call Center Management Contact Center Coaching 126

DMG Consulting

SEPTEMBER 14, 2021

The intraday management module also receives constant feedback from the scheduling module, reflecting changes automatically made by the system throughout the day. This module is on and actively monitoring the environment in real time and takes note of changes in volume, resources, and needs.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

Noble Systems

SEPTEMBER 8, 2020

Be sure to ask agents for their feedback and ideas to help them stay connected and strengthen their sense of community. The post Top 5 Best Practices for Successfully Transitioning from Onsite to an At-Home Contact Center Workforce appeared first on Noble Systems. Making the Change with Confidence.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Verint

JUNE 2, 2015

Verint’s Donna Denehy, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” She will explore how recording, analytics and customer feedback are all involved in the ongoing transformation of quality. ET on June 1.

Analytics 35

Analytics Enterprise Feedback Customer effort 35

UJET

JULY 7, 2020

When supervisors were managing in-house, they could provide more guidance and feedback through in-person one-on-ones. Workforce management is the best tool for supervisors to understand how customer service teams perform. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Aspect

JANUARY 21, 2019

Easy, remote access to key contact center workforce management tools : Mobile apps allows agents to easily change their schedules and let supervisors easily manage agent schedules…from anywhere. Stay tuned for our next blog explaining how we are using Workforce AI to make life easier for the entire workforce.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

UJET

JULY 7, 2020

When supervisors were managing in-house, they could provide more guidance and feedback through in-person one-on-ones. Workforce management is the best tool for supervisors to understand how customer service teams perform. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Serenova

APRIL 9, 2019

However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. These two generations now make up a growing proportion of contact center agents. Give Actionable Feedback.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

Noble Systems

SEPTEMBER 29, 2020

Optimize operational performance and lower costs – Get the critical data and feedback you need to effectively and efficiently manage agent and workflow processes across functions and teams, giving you a unified view of contact center performance. WFO TERMS TO KNOW.

Management 86

Management Gamification Quality management Schedule adherence 86

Verint

JANUARY 31, 2018

That post continues a theme that we see in the media every day: organizations are looking at using automation and AI for business and workforce optimization—however, applying these technologies and processes needs to be well thought-out.

Enterprise 39

Enterprise Healthcare Banking Contact Center 39

Verint

MARCH 29, 2018

Shawn Achor, founder, GoodThink, Inc. and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17.

Big data 23

Big data Journey mapping Customer Experience Management 23

Verint

FEBRUARY 15, 2018

In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter. This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. Have you thought about that before?

Contact Center 26

Contact Center Average Handle Time First call resolution Customer Service 26

Hodusoft

NOVEMBER 29, 2022

To summarize If you’re looking for a robust solution for your contact center, you can consider any of these 10 best contact center workforce software. Cons : Some reports of technical issues. Unavailability of pricing plans.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Verint

FEBRUARY 10, 2016

While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. Everyone is looking for a competitive advantage in 2016.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

NobelBiz

MAY 22, 2022

Jennifer: As far as working remotely right now, in terms of technology, we have to monitor the calls to make sure that we can provide the appropriate coaching and feedback. If you enjoyed this content but still want to learn more, we have an entire podcast episode dedicated to call centers and the future of workforce management.

call center workforce 52

call center workforce Call Center Management Gamification 52

Zoom International

NOVEMBER 7, 2018

A single follow up survey question – “Why?” – allows NPS® practitioners to gather meaningful feedback from Detractors, Passives and Promoters and to learn more about what delights customers (and what repels them). The survey is only the beginning.

Contact Center 40

Contact Center Banking Surveys Metrics 40