DMG Consulting

SEPTEMBER 30, 2021

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

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Contact Center Marketing contact center workforce Gamification 48

DMG Consulting

APRIL 20, 2020

But in case you want a break from the realities of COVID-19 and the havoc it is causing around the world, I am going to share some of my thoughts about the future of contact center workforce management (WFM). The live webinar, The Future of WFM: What’s Required , is on April 28, 2020 at 11 AM ET / 4 PM BST.

Contact Center 48

Contact Center contact center workforce Transportation Analytics 48

Fonolo

OCTOBER 13, 2020

There are Better Options for the Contact Center Workforce. While the nation’s top companies poured money into improving employee experience, many contact centers relied on the (seemingly) endless chain of young, unqualified people to manage their phone lines. . The contact center is in its final days.

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Call Center Contact Center Coaching contact center workforce 144

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.) ANALYTICS RECEIVES AN ENCORE. who interact with them.

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Contact Center Interactive Voice Response Analytics Self service 48

Taylor Reach Group

JUNE 26, 2017

Drive to $15 - How Minimum Wage Increases Will Impact Businesses & Contact Centers . Time to Talk Seriously about Speech Analytics in the Contact Center. Chat in the Contact Center - an Expert Panel Weighs in - 3 Part Series. Will AI Mean Less People and More Profit in the Contact Center?

contact center workforce 48

contact center workforce Contact Center Call Center Analytics 48

CSM Magazine

OCTOBER 15, 2018

Features such as Real-Time Adherence flag up when schedules are in danger of being breached while Intra-day Schedulers allow managers to reschedule the contact center workforce during the day taking into account unplanned changes in customer demand and unplanned agent absences. Running a series of ‘what if’ scenarios helps to.

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Contact Center contact center workforce Average Handle Time Metrics 56

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

Verint

JUNE 6, 2017

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Verint

JULY 23, 2015

In my previous post about Verint's Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand.

Analytics 38

Analytics Contact Center Consulting Consulting 38

DMG Consulting

APRIL 5, 2017

Thank you for your interest in DMG Consulting’s publications. Source: DMG Consulting LLC, February 2017. Such information could come from the automatic call distributor, CRM, quality management, speech analytics, or performance management solution. Please complete the registration form below. Monthly DMG Newsletter.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Verint

JULY 23, 2015

In my previous post about Verint's Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand.

Analytics 24

Analytics Contact Center Consulting Consulting 24