DMG Consulting

SEPTEMBER 30, 2021

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 market performed as expected during the COVID-19 health crisis in calendar year 2020. million in 2020.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Noble Systems

SEPTEMBER 8, 2020

A cloud-based contact center makes the transition to a remote workforce, quick and easy. Access to CRM is also crucial for providing agents with the latest customer data. The strategies that drive the contact center industry in 2020 and beyond are different from the past. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Noble Systems

SEPTEMBER 29, 2020

Optimize operational performance and lower costs – Get the critical data and feedback you need to effectively and efficiently manage agent and workflow processes across functions and teams, giving you a unified view of contact center performance. Workforce Management. Gamification. The Noble Workforce Optimization Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

Balto

APRIL 20, 2023

We asked our respondents which tools and strategies they’ve taken advantage of to help generate more efficiency in their contact center. The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%). 2020, June 12). 2020, June 25). Spiceworks.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52