DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management 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, 21 March 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Fonolo

OCTOBER 3, 2018

Unfortunately, some contact centers still insist on a no-hangup rule (agents are penalized for ending a call) in order to improve or sustain metrics; and they do not offer moral or psychological support to front-line agents who live through some horrific experiences on the job. Contact centers are expensive, it’s true.

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Contact Center contact center workforce Gamification Call Center 170

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Social Media as a Contact Center Touchpoint.

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Contact Center Gamification contact center workforce Education 73

DMG Consulting

APRIL 15, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Management Product and Market Report. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Management 62

Playvox

JANUARY 5, 2022

Another fun way to recognize your team is through gamification. Related Article: 7 Best Practices for Keeping Your Hybrid Contact Center Team Connected. Want more tips on how to enhance the experience of your hybrid contact center workforce? Train Regularly. Download our eBook.

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Contact Center contact center workforce Gamification Coaching 72

Verint

AUGUST 23, 2017

You can extend these best practices by using your scorecards to capture and communicate KPIs and goals from multiple systems, including but not limited to workforce optimization (WFO). You can also try using gamification techniques to support ongoing knowledge and proficiency gains.

Gamification 42

Gamification Employee engagement Best practices Contact Center 42

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes.

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contact center workforce Best practices Contact Center Employee engagement 76