DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 7 June 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Noble Systems

OCTOBER 24, 2019

If you’re a contact center manager, you might justifiably worry about having to cut your staff. You like your staff – they’re well-trained and personable and they make your customers feel great. What you notice, however, is that other companies are investing in automation as part of their contact center technology.

contact center workforce 52

contact center workforce Contact Center Metrics Analytics 52

NobelBiz

APRIL 2, 2024

They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more. With a focus on efficiency, scalability, and innovation, Enterprise Contact Center Solutions empower businesses to deliver seamless and personalized experiences to their customers.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Noble Systems

OCTOBER 24, 2019

If you’re a contact center manager, you might justifiably worry about having to cut your staff. You like your staff – they’re well-trained and personable and they make your customers feel great. What you notice, however, is that other companies are investing in automation as part of their contact center technology.

contact center workforce 44

contact center workforce Contact Center Metrics Analytics 44

Monet Software

MAY 27, 2020

Take advantage of this content and take away some tips and innovations from your peers and Verint experts that you can apply immediately in your organization’s contact center, customer experience, back-office and compliance areas. Want to start with what really resonated with our live attendees?

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 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. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

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. Managing Retirees Returning to the Workforce.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

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 most important task for contact center leaders is to take care of their employees.

Contact Center 48

Contact Center contact center workforce Transportation Analytics 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. Could experimenting with different scheduling techniques be effective? Don’t know what they are? Calabrio is a trusted ally to leading brands.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Monet Software

JUNE 29, 2021

The right approach to call center quality management builds agents’ skills and enhances workforce engagement. Quality assurance (QA) sessions are a primary vehicle for skills-building in any contact center. This means a proper QA process must reach beyond call center analytics and reporting.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

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 ). Contact Center . Remote Human Management.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Fonolo

OCTOBER 13, 2020

To understand why let’s explore how COVID-19 has affected contact center agent attrition so far… How COVID-19 Impacted Contact Center Agent Attrition. The last few years have seen several reassuring trends in the contact space industry. Contact center budgets will probably stagnate next year.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

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

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

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. of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. When seen this way, QA sessions can become dreaded experiences for agents, a report card focused primarily on what they’re doing wrong.

Morale 48

Morale Quality management contact center workforce Employee engagement 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. Is it possible to get positive customer experience benefits now?

Telecommunications 40

Telecommunications Technical Support contact center workforce Call flow 40

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Here, he explains how to build highly effective teams using workforce. management (WFM). With customer-centric success criteria in place, turn to innovative workforce.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

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

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. Intraday Management Must Improve. Intraday management is an area of weakness in most contact center WFM solutions.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Verint

FEBRUARY 27, 2017

Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive.

Contact Center 25

Contact Center Interactive Voice Response Analytics Customer Experience 25

Verint

JUNE 2, 2015

CRMXchange Virtual Conference: Quality Assurance and Analytics. Verint’s Donna Denehy, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” She will explore how recording, analytics and customer feedback are all involved in the ongoing transformation of quality. ET on June 1.

Analytics 35

Analytics Enterprise Feedback Customer effort 35

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? Workforce Optimization is a business strategy that joins business performance and workforce management.

Management 86

Management Gamification Quality management Schedule adherence 86

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

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. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Other support tools, like workforce management and quality management, are following as well. Real-time Customer Support Management.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Other support tools, like workforce management and quality management, are following as well. Real-time Customer Support Management.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Verint

MARCH 29, 2018

They can also share their perspectives on doing business with us in the Customer Experience Zone. Need help persuading your manager to allow you to attend? Just download the conference justification memo that you can easily customize. Discounts for groups and repeat attendees are available.

Big data 23

Big data Journey mapping Customer Experience Management 23

Hodusoft

NOVEMBER 29, 2022

In 2021, HoduCC scored 90 out of 100 on GetApp’s data quadrants and achieved high user ratings in five key areas, which made it a category leader in Gartner’s GetApp category and one of the best customer experience software. Furthermore, it doesn’t charge any maintenance fees.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Verint

MAY 29, 2015

When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go. However, what is described above isn’t a totally unreachable utopia—it is the result of a smarter customer engagement strategy.

Big data 44

Big data Personalization Customer Service Management 44

Verint

FEBRUARY 10, 2016

While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. After all, those are the people who serve your customers and help determine if they stay loyal or not.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

Calabrio

MARCH 30, 2016

Managers and executives, across departments, who don’t yet see data science as critical to corporate strategy will continue to look back at missed opportunities when it’s too late. From product development, engineering, finance, marketing and beyond, analytics is taking the guess work out of decision making. The Story of Data.

Analytics 40

Analytics contact center workforce Contact Center Engineering 40

Verint

FEBRUARY 15, 2018

This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them. Have you thought about that before?

Contact Center 26

Contact Center Average Handle Time First call resolution Customer Service 26

Verint

SEPTEMBER 1, 2017

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Interactive Voice Response 23

Interactive Voice Response Contact Center Average Handle Time Personalization 23

Zoom International

NOVEMBER 7, 2018

In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. In 2015, we kicked off a customer experience transformation powered by the Net Promoter® methodology for our customer-facing teams. Loyalty Rules. The ZOOM Story.

Contact Center 40

Contact Center Banking Surveys Metrics 40