DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 21 March 2017. To order, visit www.dmgconsult.com.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Noble Systems

OCTOBER 24, 2019

Advanced automation, combined with machine learning, can perform post-call conversational analytics. This means that they can log – with high accuracy – all the critical contact center and customer experience metrics that you want to record. In addition, there’s no guarantee that your agents are self-reporting correctly.

contact center workforce 52

contact center workforce Contact Center Metrics Analytics 52

Noble Systems

OCTOBER 24, 2019

Advanced automation, combined with machine learning, can perform post-call conversational analytics. This means that they can log – with high accuracy – all the critical contact center and customer experience metrics that you want to record. In addition, there’s no guarantee that your agents are self-reporting correctly.

contact center workforce 44

contact center workforce Contact Center Metrics Analytics 44

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

NobelBiz

APRIL 2, 2024

Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities. Focus on essential functionalities such as call routing, basic IVR systems, and basic reporting capabilities.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Monet Software

MAY 27, 2020

To find this session, log in to Verint Virtual On-Demand and navigate to Educational Tracks, then: Track – Contact Center Workforce Engagement Cloud / Theme – Elevating Response: Analytics & AI. New Speech Analytics Value-Added Services to Help You Prepare for Recovery Consumer behavior continues to change rapidly.

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

NobelBiz

MARCH 26, 2024

Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights. Predictive analytics: Leveraging data analytics to anticipate customer needs and behaviors, enabling proactive engagement and personalized experiences.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. And while many companies begin by deploying these solutions, this is only the beginning of the journey.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Noble Systems

JANUARY 24, 2019

Above all, it was established to bring our industry-leading contact center, workforce engagement and gamification, and analytics solutions to the Eastern European market. The new location is focused on research and development for Noble’s continually expanding technology portfolio.

contact center workforce 62

contact center workforce Gamification Engineering Analytics 62

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Marketing Management 62

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

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Calabrio

APRIL 12, 2021

Aaron Jacobs is Director of Workforce Optimization & Analytics for GE Appliances, which is one of the largest appliance companies in the U.S. The contact center workforce only had to grow 20-25% — to 800+ total — in order to cover an unexpected 50% increase in calls during COVID-19.

Social media contact 59

Social media contact contact center workforce Contact Center Call Center 59

Aspect

NOVEMBER 13, 2018

G2 Crowd Grid ® for Contact Center Workforce Software. What do G2 Crowd reviews show about Aspect Workforce Management software? Best scheduling application for a call center ”. “ Nearly perfect “ “ Analytic options are the best feature of this tool. Love Aspect ”.

Management 75

Management contact center workforce Enterprise Analytics 75

Noble Systems

JANUARY 24, 2019

Above all, it was established to bring our industry-leading contact center, workforce engagement and gamification, and analytics solutions to the Eastern European market. The new location is focused on research and development for Noble’s continually expanding technology portfolio.

contact center workforce 40

contact center workforce Gamification Engineering Analytics 40

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.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

Etech GS

OCTOBER 23, 2019

Whether the employees are human or robotic, workforce optimization helps teams to work smarter instead of harder. As the name suggests, contact center workforce optimization involves using managerial practices to ensure maximum productivity meets maximum efficiency. Long wait times for callers. Performance Management.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

Verint

FEBRUARY 6, 2017

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed as must-haves by contact centers.

Analytics 36

Analytics Quality management Contact Center Management 36

NICE inContact

OCTOBER 25, 2019

Cloud contact centers have become a necessary step for companies to adopt a systematic approach that enhances performance, channels support and engagement, reporting and analytics to successfully support a customer base where customer preferences keep changing.”. In a recent market report , a key finding states.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

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.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Monet Software

JUNE 29, 2021

This means a proper QA process must reach beyond call center analytics and reporting. These one-on-ones take agents beyond what they learned in a few days or weeks of training and help them respond effectively to real-life customer situations. How can you make that happen in these brief meetings?

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Balto

FEBRUARY 8, 2023

A workforce management solution would be ideal here as it’ll provide your team with access to powerful data visualization tools, demand estimates, historical analytics, and employee performance data. Ensure Compliance With Labor Laws Your workforce management program must be designed in compliance with labor laws.

Call Center 52

Call Center Management call center workforce Contact Center 52

NICE inContact

JULY 12, 2016

It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. The key to unlocking this power is the insight provided by data analytics. It will be flexible, adaptable, scalable and efficient.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM).

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

CSM Magazine

JANUARY 25, 2023

Get the foundations right —start by tackling the major stress triggers in your contact centre when the calls flood in from customers wanting to return or exchange their gifts. Consider deploying Voice of the Employee (VoE) analytics to capture how agents are feeling to identify those who are struggling and need extra support.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

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. . And that’s a good thing for everyone.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

NICE inContact

AUGUST 12, 2019

Luckily, computing power and data analytics have advanced to where it is possible to utilize Artificial Intelligence and advanced algorithms to make forecasts more accurate, and automatically factor in these trends. Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

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.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

NICE inContact

AUGUST 12, 2019

Luckily, computing power and data analytics have advanced to where it is possible to utilize Artificial Intelligence and advanced algorithms to make forecasts more accurate, and automatically factor in these trends. Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

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

Spearline

MAY 30, 2019

Global Workplace Analytics, specialists in agile workplace strategies note that “Companies need to address remote technical support issues. ” (Source: Global Workplace Analytics ) Off-the-shelf solutions are there, however so are the technical support issues. Off-the-shelf solutions exist.”

Telecommunications 40

Telecommunications Technical Support contact center workforce Call flow 40

Voxjar

APRIL 9, 2020

We’re lucky that cloud software has made it just as easy to deploy a remote, distributed call center as it is to deploy one on-premise. The question is, how do we adjust the rest of our processes and tools to support a remote contact center workforce? Virtually “Walk the Floor” of your Call Center. You’ll learn.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Monet Software

SEPTEMBER 24, 2020

QA hinges on call monitoring and scoring, along with good call center analytics and reporting—but then it gets personal. Most contact center QA structures integrate one-on-one call feedback and coaching , provided by a member of the QA team, the agent’s manager, or both. . 2 Come together, over QA.

Morale 48

Morale Quality management contact center workforce Employee engagement 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.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

NICE inContact

OCTOBER 7, 2019

He details the five key transformations that will dramatically impact the customer experience space, including: Digital Artificial intelligence/self-service Analytics Workforce Cloud. Paul offers practical advice on how to respond and turn these changes to a competitive advantage.

Marketing 55

Marketing Customer Experience Self service Contact Center 55

Verint

AUGUST 18, 2017

This provider leverages Verint Workforce Optimization across its customer service and back-office operations—as well as Verint Speech Analytics within its contact centers—to help create more operational efficiencies and help its employees understand and have an even more positive impact on patients’ lives.

Customer Service 42

Customer Service Healthcare Analytics Contact Center 42