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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. million in 2017.

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How to Engage Your Millennial and Gen Z Contact Center Agents

Serenova

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. Research suggests they’re also the agents who are least happy with their jobs and most likely to leave.