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. Gamification. As it turns out, gamification has proven to be a powerful way to bolster agent engagement.

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Gamification Contact Center contact center workforce Employee engagement 52

Fonolo

OCTOBER 3, 2018

This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. All contact centers face barriers, and you certainly know your own intimately. Maybe it’s staffing or high turnover.

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Contact Center contact center workforce Gamification Call Center 170

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Voice-Powered Technology (VPT).

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Contact Center Gamification contact center workforce Education 73

Noble Systems

JANUARY 24, 2019

The new location is focused on research and development for Noble’s continually expanding technology portfolio. Above all, it was established to bring our industry-leading contact center, workforce engagement and gamification, and analytics solutions to the Eastern European market.

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contact center workforce Gamification Engineering Analytics 62

Noble Systems

JANUARY 24, 2019

The new location is focused on research and development for Noble’s continually expanding technology portfolio. Above all, it was established to bring our industry-leading contact center, workforce engagement and gamification, and analytics solutions to the Eastern European market.

contact center workforce 40

contact center workforce Gamification Engineering Analytics 40

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. Today’s WFM solutions are evolving to keep pace with the changing business world.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. 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 Next Act for Contact Center WFO.

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Contact Center Marketing contact center workforce Gamification 48

Verint

AUGUST 17, 2017

When I probed with a technology question to one of the interviewees, the CEO of a large outsourcer, his response was, “Technology is easy. Clearly, employee engagement is of paramount importance to an overwhelming majority of contact center executives today. People are the hard part.”.

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Employee engagement Contact Center contact center workforce Gamification 30

CSM Magazine

JANUARY 25, 2023

Blend strategies for enhanced emotional wellbeing with the latest agent-empowering technology to ensure frontline staff are feeling fit and healthy. Get the foundations right —start by tackling the major stress triggers in your contact centre when the calls flood in from customers wanting to return or exchange their gifts.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. For contact centers, AI and automation will reduce the need for low-value agents.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

AUGUST 23, 2017

Today’s workforce looks very different than the one from just five years ago. Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center. of employees are disengaged.

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Gamification Employee engagement Best practices Contact Center 42

Balto

SEPTEMBER 21, 2022

Louis, MO — Balto, the leader in uniting contact center agents with AI for better conversations, is excited to announce the release of a suite of features for its market-leading real-time guidance platform dedicated to improving the agent experience in the contact center. Gamification.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

Noble Systems

SEPTEMBER 8, 2020

A cloud-based contact center makes the transition to a remote workforce, quick and easy. Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs. We are all learning as we go.

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contact center workforce Best practices Contact Center Employee engagement 76

NobelBiz

MAY 22, 2022

Christian Montes With over 15 years of leveraging technology and creative tactics to drive outcomes, Christian has worked with some of the world’s largest Enterprise Contact Centers, BPOs, and Global CCaaS providers. Host of both the First Contact – Stories of the Call Center Podcast.

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call center workforce Call Center Management Gamification 52

Noble Systems

APRIL 14, 2021

With better training and better morale, virtual call center employees can even be more productive than in a bricks-and-mortar site, leading to improved customer service. Choosing the best virtual contact center platform for your needs. A cloud-based contact center makes the transition to a remote workforce, quick and easy.

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virtual call center Call Center call center solutions call center software 98

DMG Consulting

MARCH 11, 2021

DMG’s 14 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology.

Consulting 59

Consulting Consulting Marketing Management 59

Noble Systems

SEPTEMBER 29, 2020

What is Workforce Optimization (WFO)? Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing.

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Management Gamification Quality management Schedule adherence 86

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. Leverage Their Vast Multi-Tasking Skills.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

Balto

APRIL 20, 2023

Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. And what role does technology play? Here’s what we found: For 49.88% of contact center leaders, budgets aren’t going down — but they aren’t going up either.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52