DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). WFO’s Journey into the Future .

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

Verint

MAY 2, 2017

We recently announced that we have received perfect scores—five out of five—in several key product satisfaction categories in DMG Consulting LLC’s new “2017/2018 Workforce Management Product and Market Report.”. Once again Verint solutions have been recognized, this time by DMG Consulting.

Enterprise 35

Enterprise Management Consulting Consulting 35

Verint

DECEMBER 15, 2017

The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. contact center industry, and likely the global contact center industry. contact center industry. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Verint

NOVEMBER 16, 2017

Customer-centricity, leveraging the power of knowledge management and increasing the speed and accuracy of work output are not new concepts in the customer engagement industry. Earlier in my career I managed the contact center workforce optimization group at one of the major North American wireless companies.

Wireless 32

Wireless contact center workforce Enterprise Customer centricity 32

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. Intraday Management Must Improve. Intraday management is an area of weakness in most contact center WFM solutions.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Verint

AUGUST 23, 2017

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. According to a Gallup poll from January 2017 1 , a whopping 65.6% Report, 2017. of employees are disengaged.

Gamification 42

Gamification Employee engagement Best practices Contact Center 42

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Verint

DECEMBER 5, 2017

In a recent webinar, Top 5 Best Practices for Extending Workforce Optimization (WFO) Beyond the Contact Center , Craig Seebach shared additional research into this trend, the key barriers to integrating these functions, and how enterprise WFO can help improve speed, accuracy and cost to serve. Overcoming Cultural Differences.

Contact Center 28

Contact Center Best practices Enterprise outsourcing 28

Verint

SEPTEMBER 19, 2017

At the top of the list is workforce management software. 1 This could mean offering these workers flexible work hours, job sharing, remote working and other perks that may challenge today’s workforce managers. If you refer to my August 2017 blog post , you’ll see that 88 percent of the U.S.

Employee engagement 32

Employee engagement Contact Center Surveys Management 32

Verint

MARCH 29, 2017

Riddle will discuss how equipping your contact center employees with the right solutions will help enable them to provide the best customer experiences possible to maintain customer loyalty. ISC West 2017. April 4-7; Las Vegas, Nevada.

Chief Customer Officer 21

Chief Customer Officer Customer Experience Contact Center Marketing 21

Verint

JANUARY 25, 2017

How can organizations start to think more strategically in the New Year about maximizing their technology investments? One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones.

Technology 32

Technology Contact Center Interactive Voice Response contact center workforce 32