DMG Consulting

JANUARY 10, 2022

The technology and applications to transform the management of contact centers is available; what’s required is for leaders to recognize the need to adapt and the willingness to work with their employees to implement the changes. Technology Takes a Leading Role. CX is More Important than Ever.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

Outsource Consultants

OCTOBER 4, 2021

It’s safe to say, somewhere along your customer journey, remote agents will serve your customers. As a leader, you need to emphasize deploying the right people (remote agents) with the right technology to meet your customers’ growing needs. Recommend leading-edge technologies to scale revenue and growth. Get started.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

CSM Magazine

JANUARY 27, 2021

These full-marks ratings for Calabrio ranged from training and ongoing service and support, to product effectiveness, such as the ability to support at-home agents and remote supervisors, to product features satisfaction, including supervisor interface and user experience. Calabrio’s scores led each of these categories.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

COPC

MARCH 23, 2020

s Senior Consultants, has supported many Work-At-Home environments over the last ten years. She has identified some common themes which are shared by the best run Work-At-Home operations, specifically around communication and technology support. What sort of an environment do Work-At-Home agents need?

At home agents 52

At home agents Consulting Consulting Government 52

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Call centers are notorious for implementing many different technologies, which can make reporting difficult, convoluted and time consuming.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

VocalCom

JUNE 22, 2020

The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a survey by Gartner revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by Global Workplace Analytics showed that 77% of the workforce wanted to work from home (“WFH”) after it.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Aspect

SEPTEMBER 21, 2018

Here are some best practices to consider as you define or enhance your work from home program, specifically for your customer engagement center. Define the Agent Profile. Not everyone makes the perfect work at home agent. Define the Home Office. Define Call Monitoring and Speech Analytics metrics.

At home agents 78

At home agents Coaching Gamification Metrics 78

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

OctopusTech

SEPTEMBER 18, 2018

c)Live Reporting and Analytics. e)Agents Extensions. g)Support for Work-at-Home Agents. With the help of technologically advanced tools such as automated call handling, IVR etc. This is because agents know how to work together in order to smoothen out the whole customer serving process. b)Call Barge-In.

Call Center 74

Call Center At home agents Interactive Voice Response Analytics 74

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 #3: Deploying flexible work arrangements.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Serenova

AUGUST 23, 2019

That means increasing technology bandwidth and hiring on-site seasonal employees who may—but often don’t—bring the experience and skill to seamlessly navigate through the high volume. Modern contact centers now also have an increasingly powerful arsenal of technology to help deliver digitally transformed customer care in any season.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

Callminer

OCTOBER 22, 2019

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. Predictive analytics, the ability to determine which customers are most likely to buy, for example, is becoming a powerful use case for AI in the call center industry.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

NICE inContact

APRIL 13, 2016

Are customers satisfied with the solutions given by your agents? Speech and desktop analytics dramatically improves a contact center’s ability to uncover insights, identify key issues and complaints, prevent high-impact incidents and handle customer interactions more effectively and efficiently.

Contact Center 69

Contact Center Management At home agents Coaching 69

Xaqt

JUNE 1, 2020

As Conversational Service Automation threatens to reduce agent counts and top line revenue for BPOs, the opportunities to take advantage of the technology may initially seem elusive. At the same time, Voice-over-Internet Protocol (VOIP) emerged as viable technology. company and speak with a call center agent in Bangalore.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52