Contact Center Workplaces Are in the Midst of a Renaissance

DMG Consulting

This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. Importantly, many of the modifications that contact center agents are requesting will not cost companies more and might even reduce operating expenses.

5 Helpful Contact Center Tools for Managers

NICE inContact

Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Are your agents prepared to answer customers’ questions? Are customers satisfied with the solutions given by your agents? Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. Are you scheduling the right agents at the right time?


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Pandemic Speeds Adoption of IA

DMG Consulting

It also demonstrated that these departments have some amazing capabilities and oversight tools, including IA, which gives companies direct insight into what their agents are doing throughout the business day, something not available to any other departments. AQM frees QM specialists to concentrate on what their jobs are intended to be – coaching agents and helping them realize their full potential. . Learn more at Pandemic Speeds Adoption of IA.

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

Where: Available at the DMG Consulting online store. It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents.

Work from home programs are no longer a reward system


Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. So, what is driving the desire to offer more work from home opportunities for customer service agents? . Agent preferences. Define the Agent Profile. Define the Home Office.

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX


Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. With the cloud, it’s easy to quickly add or remove agents as needed. The experts emphasized that even with the ultimate benefits, change management is essential to successful cloud migration.