Vistio
JUNE 10, 2022
I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. I just want to call out our VP of operations and managed services at Kevin Lasky.
DMG Consulting
JANUARY 10, 2022
While it’s understandable that agents need to adhere to an agreed-upon set of working hours for a contact center to meet its service level (response time) commitments to customers, demanding overly high occupancy rates (the percentage of time that agents are required to be available to handle interactions) is not a good practice.
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DMG Consulting
JUNE 9, 2023
An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA) self-service capabilities. The post CCaaS Market Drivers and Inhibitors appeared first on DMG Consulting.
DMG Consulting
SEPTEMBER 7, 2023
Workforce management solutions were initially designed to forecast the volume of incoming phone calls to help a call center determine the number of staff needed to answer those calls within an established service level. The inclusion of AI and automation throughout WFM suites greatly enriches these solutions.
DMG Consulting
JANUARY 4, 2023
(This is likely to be enabled by sharing findings from speech/text analytics and automated quality management (AQM) applications that clearly reflect the underlying reasons why customers and prospects reach out to an enterprise for assistance.). The post Getting a Great Start in 2023 appeared first on DMG Consulting.
DMG Consulting
JUNE 27, 2022
Self-service has become the preferred form of customer support for many consumers, so long as it works. So it should be simple for enterprises to give customers what they want, particularly because it’s also highly beneficial for employees and the bottom line. View this article on the publisher’s website.
DMG Consulting
JULY 11, 2017
Adaptive intraday management capabilities allow enterprises to bridge the gap between forecasts and reality. Thank you for your interest in DMG Consulting’s publications. To continue reading, download the PDF by registering below: DOWNLOAD. First Name * Last Name Title Company Phone Email Address *. Monthly DMG Newsletter.
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