DMG Consulting

JANUARY 3, 2020

The Hybrid Contact Center Workforce of 2030. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance. WHAT YOUR WORKFORCE WILL LOOK LIKE. The contact center workforce has already started to change.

contact center workforce 96

contact center workforce Contact Center Virtual Agent Enterprise 96

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. who interact with them. Contact centers and back offices will merge in the next 10 years (0.3).

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48