DMG Consulting

JANUARY 10, 2022

Contact Center Workplaces Are in the Midst of a Renaissance. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. It’s time for this to translate into lasting improved treatment for contact center employees.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. billion by 2024.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

DMG Consulting

JANUARY 29, 2021

Answer: Remote workers, whether performing their job responsibilities off-site temporarily as a result of the pandemic, or agents who regularly rotate between home and contact center locations, as well as dedicated work-at-home employees, depend on mobility to help them effectively and efficiently perform their jobs anytime, anywhere.

Gamification 101

Gamification At home agents Self service Contact Center 101

Outsource Consultants

OCTOBER 4, 2021

And don’t be fooled — businesses that outsource customer service are not dodging their responsibility to their customers, they’re embracing it. Customer service outsourcing through contact center partners represents one of the fastest-growing, most impactful channels that business leaders can deploy. Get started.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Aspect

JANUARY 12, 2018

With Amazon Flex, the company uses a mobile app for drivers to post their personal preferred schedules, which can include very short availability windows. Other industries are quickly catching on for services such as furniture moving, dog walking and at-home makeup styling and the contact center isn’t far behind.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Serenova

JUNE 6, 2019

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. For most contact centers, the cloud means increased security.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Outsource Consultants

MARCH 31, 2022

We all know that technology has become an essential part of the contact center industry, but we often forget why. The biggest impact made by technology is arguably the ability to reduce the amount of time an agent spends on the line. Better Utilize Technology.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67