CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. Next, rethink flexibility—what does it mean for your agents in 2023?

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

DMG Consulting

APRIL 15, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Management Product and Market Report. For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

MARCH 11, 2021

Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report. DMG expects the WFM market to grow by 10% in 2021, 11% in 2022 and 2023, and 12% in 2024 and 2025.

Consulting 59

Consulting Consulting Marketing Management 59

Balto

APRIL 20, 2023

The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%). Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. All three top metrics point towards an emphasis on the customer experience.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52