DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure 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. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Outsource Consultants

AUGUST 3, 2020

In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly. Luckily, at-home agents love the flexibility and convenience of working from home. Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Outsource Consultants

FEBRUARY 22, 2021

Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. But to truly succeed, call centers need to empower supervisors with training to support their agents. And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work.

Call Center 76

Call Center Gamification Coaching Morale 76

DMG Consulting

MARCH 2, 2021

Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

COPC

MARCH 23, 2020

This is primarily because they use cloud-based telephony and support systems, and also because many of them already have experience with running Work-At-Home environments as part of their “business as usual” operations. TechM, for example, has already transitioned over 10,000 on-site agents to home offices in response to COVID-19.

At home agents 52

At home agents Consulting Consulting Government 52

DMG Consulting

JANUARY 10, 2022

Source: DMG Consulting, December 2021. The new generation of workforce management software is giving employees options for when and where they work and empowering agents to balance their personal and professional responsibilities by themselves, without having to ask for permission. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

DMG Consulting

JULY 9, 2021

These include applications that automatically identify agent performance trends and opportunities and alert supervisors in real time when help is needed. Contact centers should develop a supervisory training class that provides instruction in how to coach agents.

Contact Center 67

Contact Center Coaching At home agents Best practices 67