DMG Consulting

APRIL 1, 2021

Workforce Management in 2021: Better than Ever. In order to make this happen, companies need a much larger pool of trained agents, which has been the limiting factor for the process, until recently. During the past 4 years, WFM vendors have been enhancing their self-service capabilities.

Management 67

Management At home agents Contact Center Self service 67

DMG Consulting

JANUARY 10, 2022

The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Source: DMG Consulting, December 2021.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

SEPTEMBER 20, 2021

May 25, 2021 Donna Fluss. It’s bizarre that it took a highly contagious virus to drive so much innovation in the world of service, but this is one of the positive outcomes of this challenging situation. Contact Centers’ Road Map to Success in the New Normal. View this article on the publisher’s website.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

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