Fonolo

OCTOBER 13, 2020

To understand why let’s explore how COVID-19 has affected contact center agent attrition so far… How COVID-19 Impacted Contact Center Agent Attrition. The last few years have seen several reassuring trends in the contact space industry. Contact center budgets will probably stagnate next year.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

Playvox

MARCH 21, 2022

“That’s going to have a really potentially detrimental effect on economic recovery if that high-production, high-capacity, highly experienced group of people is out,” Hannah Grieser, marketing manager at labor market analytics firm Emsi Burning Glass, told Bloomberg Businessweek. How To Welcome Retirees Back To Work In Your Contact Center.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. August 5, 2021 Donna Fluss. 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.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

BlueOcean

JUNE 17, 2021

Because of the more robust and stable infrastructure pivoting to a largely at-home model proved more manageable in North America than some other long-standing top BPO destinations. Staffing for exceptional service agents represents another pain point for the in-house center. The theme of 2021 in many major U.S.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report.

Consulting 59

Consulting Consulting Marketing Management 59

Noble Systems

APRIL 14, 2021

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Hodusoft

NOVEMBER 29, 2022

HoduCC – Contact Center Software. In the last few years, this relatively new entrant is creating massive waves in the contact center and VoIP space. The company, which was founded in 1986, is one of the oldest players in the contact center space and has one of the best customer experience management software.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Balto

APRIL 20, 2023

Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. We talked to over 400 contact center managers, directors, and executives to discover how they’re planning to do more with less in the coming year.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52