Analytics contact center workforce Gamification Self service 
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. Encourage agents to perfect a compelling storyboard that makes your product or service offering stand out from the crowd. Don’t know what they are?
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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Noble Systems
SEPTEMBER 29, 2020
WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Gamification. The Noble Workforce Optimization Suite. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer.
DMG Consulting
MARCH 11, 2021
Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report. For agents working at home, the pandemic has also shifted their work/life balance in often unexpected ways.
Noble Systems
SEPTEMBER 8, 2020
Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience.
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