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. Inspire and motivate team members through gamification, offering rewards to those who share their successes and learning with others. Don’t know what they are?

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

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. The Next Act for Contact Center WFO.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

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

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. Omnichannel Routing. Call Recording. Voice of The Customer. Quality Management.

Management 86

Management Gamification Quality management Schedule adherence 86

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. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Aspect

JANUARY 21, 2019

So, it’s not surprising that contact center employees, like the rest of the human race, would like to be able to make their lives easier. Unfortunately, the contact center environment has a few more limitations. But enhancements to agent software tools are only part of the picture.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

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. The WFM market is expected to continue to grow rapidly during the next few years.

Consulting 59

Consulting Consulting Marketing Management 59