Fonolo

NOVEMBER 29, 2018

As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. Like any good adventure, managing a contact center has a unique set of challenges, employee attrition being high on the list (contact center turnover was as high as 33% a few years ago ).

Contact Center 73

Contact Center Gamification contact center workforce Education 73

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

Spearline

MAY 30, 2019

” (Source: “10 Remote Work Trends That Will Dominate 2019”; Forbes, 21 Dec 2018 - Abdullahi Muhammed, Contributor). Contact centers across the globe are embracing the potential of flexible, remote workers to augment their workforce, provide seasonal coverage, and more.

Telecommunications 40

Telecommunications Technical Support contact center workforce Call flow 40

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. 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.

Quality management 29

Quality management Call Logging Management Employee engagement 29

DMG Consulting

APRIL 16, 2019

billion for the first half of 2018. However, AI-enabled contact centers are the next phase for service organizations. AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

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. contact centers are using either employee communities or employee chat boards, or a combination of both.

Employee engagement 32

Employee engagement Contact Center Surveys Management 32

Verint

MARCH 29, 2018

Need help persuading your manager to allow you to attend? The $695 conference rate has been extended through April 13, so register today to secure your spot. Discounts for groups and repeat attendees are available. Just download the conference justification memo that you can easily customize. We can’t wait to see you in Dallas!

Big data 23

Big data Journey mapping Customer Experience Management 23