DMG Consulting

JANUARY 10, 2022

While it’s understandable that agents need to adhere to an agreed-upon set of working hours for a contact center to meet its service level (response time) commitments to customers, demanding overly high occupancy rates (the percentage of time that agents are required to be available to handle interactions) is not a good practice.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

Playvox

MARCH 12, 2023

Regularly reviewing and refining response times can help ensure that your team is meeting customer expectations. By using AI-enabled text analytics, contact centers can quickly identify and resolve customer issues, leading to increased efficiency and improved customer satisfaction.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

DMG Consulting

NOVEMBER 1, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” When: Today, 1 November 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. Where: Available at the DMG Consulting online store.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Workforce Management Product and Market Report. When: Today, 12 March 2018. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. This transition opens the door for emerging solutions that take a digital, omni-channel, analytics and AI-oriented approach to addressing the WFO challenge.”. When: Today, 3 January 2018.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics 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, 22 August 2017. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

MAY 25, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. When: Today, 23 May 2018. About DMG Consulting LLC.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JULY 19, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 19 July 2017.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

JUNE 7, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 7 June 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The next step for the CBCCI vendors is the introduction of artificial intelligence, machine learning, natural language understanding and analytics into their solutions.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Enghouse Interactive

FEBRUARY 9, 2021

Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Chatbots simplify and optimize issue resolution. planned, 48.4% Keep an Eye on These Three Emerging Areas.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Monet Software

APRIL 24, 2020

Others will find remote agents better able to meet increasing customer demand for off-hours service. Contact center managers can schedule breaks, monitor adherence and adjust to shifting call volumes and other factors on the fly, all the while directing agents’ attention where it’s needed and inserting adequate time to refresh.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

MARCH 27, 2023

Training programs should be designed to meet the specific needs of the contact center and its agents. It is important to regularly assess the effectiveness of training programs and make necessary adjustments to ensure that they are meeting the needs of both the agents and the customers.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

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. Quality Management. Gamification. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer. Elements of a WFO Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? Let’s start by defining what is considered quality management.

Quality management 52

Quality management Coaching Contact Center Calibration 52

JustCall

NOVEMBER 25, 2022

JustCall’s unique, in-depth analytics dashboard and various report generation tools can help you assess the effectiveness of your campaigns and representatives. HubSpot automatically incorporates all of this information into its customer relationship management system to keep track of it. PhoneBurner. RingCentral.

Sales 52

Sales voip Real estate CRM 52

CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). The pandemic has shifted the world of work and elevated the importance of agility in contact centres to meet the moment – whatever that moment may be.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

DMG Consulting

MAY 7, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Management 48

Playvox

JUNE 22, 2023

The time considered in adherence includes on-queue time, off-queue work, and activities such as meetings and training. Three Ways To Improve Agent Performance Metrics Contact center managers should provide additional agent training. Incorporate gamification and other engagement tactics to boost retention of content.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

JustCall

APRIL 5, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Call recording – Record and monitor agent calls to improve quality and performance.

voip 52

voip Interactive Voice Response APIs Contact Center 52

NobelBiz

MARCH 23, 2022

What analytics do you offer? Get to know your contact center agents, managers, supervisors and implementation teams’ needs You don’t want to sign up for a contact center solution simply because of the claim it will improve your contact center KPIs. Learn every about Managing CCaaS Expectations vs Reality.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345