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. Figure 1: Workforce Optimization/Workforce Engagement Management Suite.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

CSM Magazine

DECEMBER 15, 2020

M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation.

Management 52

Management Schedule adherence Gamification At home agents 52

Talkdesk

MARCH 14, 2018

When asked about upcoming talent initiatives, contact center executives identified three major priorities for the next two years: using analytics to better align staff (73%), expanding training programs (63%) and deploying flexible work arrangements (53%). Talent Priority #2: Expanding training programs.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Insite Managed Solutions

MAY 23, 2013

Speech Analytics: Speech analytics measure how a caller feels by analyzing the tone, speed, and loudness of their voice. A recent survey, sponsored by Avaya, shows that 80% of customer service organizations identify customer experience as one of their top two goals. Improving Workforce Management to Optimize Service Levels.

Contact Center 40

Contact Center Technology Gamification call center workforce 40