Outsource Consultants

FEBRUARY 22, 2021

Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. But to truly succeed, call centers need to empower supervisors with training to support their agents. Here are three “I”s that are essential for call center success in 2021. Lowest AHT. Highest FCR.

Call Center 76

Call Center Gamification Coaching Morale 76

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Calltools

OCTOBER 19, 2022

That makes it easier for other agents to identify a customer’s needs. 87% of contact center agents worked from home in 2021 — up from 19% in 2019. You can leverage this workforce during the upcoming holiday season by asking remote (and hybrid) agents to take on additional hours. Enhance Agent Experiences.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

DMG Consulting

JANUARY 10, 2022

Source: DMG Consulting, December 2021. Gamification applications are identifying and rewarding agents for the outstanding job they do while keeping them tuned in to their department and co-workers, whether they work from home or in the office. Figure 1: Workforce Optimization/Workforce Engagement Management Suite.

Contact Center 77

Contact Center Self service Gamification Enterprise 77