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Migrating Contact Center Solutions to the Cloud – a Business and Operational Perspective

CCNG

Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. To learn more about The Northridge Group’s Contact Center migration solutions, please click here.

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Avoiding Agent Underhiring and Undertraining

Contact Center Pipeline

My first professional exposure to contact centers came in 2005, and it didn’t take long to fall in love with the industry. The pace, challenges, and mission piqued my curiosity and inspired me to design solutions for some of the industry’s most pressing challenges, such as agent retention and performance.

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Meet WFMSG: Our March 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: WFMSG (The Workforce Management Software Group) CEO/Co-Founders: Daryl Gonos, CEO; Todd Cotharin, COO; Peter Schmidt, CTO When founded: 2005 Describe your company: WFMSG provides a unique and simplified approach to forecasting and scheduling contact center agents and is used by hundreds (..)

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Real-Time Guidance Drives Contact Center Digital Transformation

DMG Consulting

Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose.

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

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The Future of Workforce Management for Contact Centers, with Daryl Gonos

NobelBiz

After starting out in consulting as the co-founder and CEO of Workforce Management Group, Daryl and his partners started CommunityWFM in 2005, a modern workforce management solution, specifically tailored to multichannel call centers.

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The Next Act: The AI-Enabled Contact Center

DMG Consulting

The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.)