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

Noble Systems

OCTOBER 24, 2019

What you notice, however, is that other companies are investing in automation as part of their contact center technology. Research shows that 60% of contact center managers say that automation should augment your workers, not replace them. When companies invest in automation for the contact center, everyone wins.

contact center workforce 52

contact center workforce Contact Center Metrics Analytics 52

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

Noble Systems

OCTOBER 24, 2019

What you notice, however, is that other companies are investing in automation as part of their contact center technology. Research shows that 60% of contact center managers say that automation should augment your workers, not replace them. When companies invest in contact center automation, everyone wins.

contact center workforce 44

contact center workforce Contact Center Metrics Analytics 44

NobelBiz

APRIL 2, 2024

The NobelBiz OMNI+ omnichannel contact center software was designed to accommodate any contact center setup, regardless of the number of seats or complexity of operations. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

NobelBiz

MARCH 26, 2024

By leveraging cutting-edge technologies, CXA revolutionizes the way businesses interact with their customers, providing seamless experiences across various touch points. CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

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

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. WEM adds the element of employee engagement as the linchpin to delivering outstanding CX.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Noble Systems

JANUARY 24, 2019

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

contact center workforce 62

contact center workforce Gamification Engineering Analytics 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. Baby Boomers and Technology in the Workplace.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

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 technology in place includes Calabrio ONE, AWS Connect and Salesforce. Some examples: Cost per call has decreased by 15%.

Social media contact 59

Social media contact contact center workforce Contact Center Call Center 59

Noble Systems

JANUARY 24, 2019

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

contact center workforce 40

contact center workforce Gamification Engineering Analytics 40

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

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. The Impact of the Pandemic on WFO Suites.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 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

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

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. Automate the Process. Long wait times for callers.

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

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. ANALYTICS RECEIVES AN ENCORE. View this document on the publisher’s website. AI IS THE HEADLINER FOR 2019.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 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. . 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. Scheduling is a critical contact center function, but like forecasting, can be tricky.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

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. Scheduling is a critical contact center function, but like forecasting, can be tricky.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

CSM Magazine

JANUARY 25, 2023

Blend strategies for enhanced emotional wellbeing with the latest agent-empowering technology to ensure frontline staff are feeling fit and healthy. 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.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Taylor Reach Group

JUNE 26, 2017

Inside this issue: Will AI Mean Less People and More Profit in the Contact Center? Apple Business Chat - A Contact Center Perspective . 4 Top Trends for Contact Centers . Technology Contact Centers Must Have for 2018 . The Secret Weapon of Call Centers . Continue reading here .

contact center workforce 48

contact center workforce Contact Center Call Center Analytics 48

Spearline

MAY 30, 2019

Unlike other teleworkers who may work asynchronously and independently, such as programmers, writers, and others, the contact center agent is required to be connected to systems and process technology in real-time. Off-the-shelf solutions exist.”

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. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using workforce. management (WFM).

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Voxjar

APRIL 9, 2020

Due to the coronavirus ( COVID-19 ) we’re experiencing mass adoption of work-from-home technology and processes. 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. Virtually “Walk the Floor” of your Call Center. Well, here we are. You’ll learn.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

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

CSM Magazine

DECEMBER 6, 2019

Meanwhile, the MDA 500QD Series audio processors offers flexibility by allowing contact center users to connect from either a desktop phone or PC/Mac. The MDA 500QD Series also provides insight through analytics to ensure optimization for each call and supports call centers on any stage of their journey to the cloud.

contact center solutions 10

contact center solutions Contact Center contact center workforce Chatbots 10

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

Noble Systems

SEPTEMBER 8, 2020

A cloud-based contact center makes the transition to a remote workforce, quick and easy. But it is possible – with a high level of communication, an appropriate work setup, cloud-based technologies, ongoing training, and collaboration. Access to CRM is also crucial for providing agents with the latest customer data.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Only 7% said their technologies were “well integrated.”

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Only 7% said their technologies were “well integrated.”

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

DMG Consulting

APRIL 5, 2017

Such information could come from the automatic call distributor, CRM, quality management, speech analytics, or performance management solution. The point is that real-time adaptive scheduling should be able to look outside of the WFM application and call upon resources that are not part of the contact center.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Noble Systems

SEPTEMBER 29, 2020

What is Workforce Optimization (WFO)? Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing.

Management 86

Management Gamification Quality management Schedule adherence 86

DMG Consulting

MARCH 11, 2021

DMG’s 14 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology.

Consulting 59

Consulting Consulting Marketing Management 59

Hodusoft

NOVEMBER 29, 2022

Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. It has a speedy implementation time and it provides an entire gamut of services under one platform.

Contact center software 40

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