Enabling a Mobile Contact Center Workforce with Aspect® Workforce Optimization™ Version 20


Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building.

5 Powerful Benefits of Cloud Contact Center Solutions


The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model.


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DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG Consulting

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share.

Top 5 Best Practices for Successfully Transitioning from Onsite to an At-Home Contact Center Workforce

Noble Systems

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.

Poly Builds on Its 50-Year Heritage of Contact Center Solutions Designed to Enhance Customer Satisfaction

CSM Magazine

Poly , formerly Plantronics and Polycom have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its industry-leading portfolio of devices for the modern-day contact center.

The Contact Center WFO Market Is Transforming

DMG Consulting

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. The primary revenue category to evaluate in this market is the one that tracks the sales of WFO solutions to contact centers. In 2020, total contact center WFO revenue was $2.08

The Work-from-Home Revolution & the Engagement Challenge


To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ).

An Introduction to the Virtual Call Center

Noble Systems

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes.

How to Engage Your Millennial and Gen Z Contact Center Agents


For years, contact center agents were largely run by Baby Boomer and Gen X agents. However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. These two generations now make up a growing proportion of contact center agents. Millennials, for example, are almost 70% of the contact center workforce, according to SmartCustomerService.com.