Noble Systems

AUGUST 8, 2019

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. According to the National Association of Call Centers, over 50% of contact centers in the United States tout that some percentage of their agents are now working from home.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

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. In 2020, total contact center WFO revenue was $2.08

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

USAN

MAY 10, 2022

Most contact centers have been optimizing the customer experience for years. But for contact centers operating in an age of evolving workplaces and workforces, this is increasingly important. But for contact centers operating in an age of evolving workplaces and workforces, this is increasingly important.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. 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. By Donna Fluss. THE NEXT ACT.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

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 62

contact center workforce Gamification Engineering Analytics 62

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. When I probed with a technology question to one of the interviewees, the CEO of a large outsourcer, his response was, “Technology is easy. People are the hard part.”. Don’t Panic!”

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Marketing Management 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

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

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.

Gamification 42

Gamification Employee engagement Best practices Contact Center 42

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. Gamification. Gamification drives agents to want to achieve through the spirit of competition. This month, Balto became the first conversational AI technology platform to surpass 150 million calls guided in real time.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Noble Systems

APRIL 14, 2021

The virtual call center has become a hot topic, as the coronavirus pandemic has moved call center teams from centralized offices to individual homes. A virtual contact center is designed to support distributed workforces. Advantages of using a virtual contact center solution versus a traditional call center.

virtual call center 98

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

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. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

Serenova

APRIL 9, 2019

For years, contact center agents were largely run by Baby Boomer and Gen X agents. 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. Every generation comes with its own preferences and habits.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

DMG Consulting

MARCH 11, 2021

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. The migration of workers to home offices has complicated the scheduling challenge and created new issues for contact center management.

Consulting 59

Consulting Consulting Marketing Management 59

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? What is Workforce Optimization (WFO)? How does WFO work in the Call Center? But what makes WFO different from WFM?

Management 86

Management Gamification Quality management Schedule adherence 86

Balto

APRIL 20, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Contact centers find themselves at a critical juncture. 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?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52