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. The benefits of gamification solutions go far beyond the crucial need to enhance employee engagement.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

DMG Consulting

APRIL 1, 2021

Interest in workforce planning has picked up over the last few years as companies have looked for ways to improve employee engagement. But maybe there is another way, one the pandemic brought home for enterprises. DMG Consulting has been talking about the concept of new-gen WFM for 6 years.

Management 67

Management At home agents Contact Center Self service 67

Outsource Consultants

NOVEMBER 17, 2021

LMS software has emerged as a great new way to drive employee engagement for remote and in-office workers alike, giving agents and clients more flexible staffing options to improve utilization and reduce costs. With fewer proximal barriers to agent work, more qualified professionals can be considered for BPO roles.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

DMG Consulting

JANUARY 10, 2022

Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021. There is a great opportunity to use WFO/WEM applications throughout enterprises, beginning in back-office departments, to improve quality, employee engagement, and productivity. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

DMG Consulting

AUGUST 3, 2020

IA can be used to identify customers’ needs and wants, and when these insights are incorporated into the operating systems of business units, can help substantially improve the CX, reduce operating costs and improve employee engagement. Learn more at www.dmgconsult.com. Subscribe to the Free DMG Newsletter.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78