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

Aspect

Every year, Aspect surveys over 500 agents to understand their preferences and concerns. The 2020 survey shows that 96% of Millennial agents and 97% of Gen Z agents own smartphones. The survey also found that 88% of agents say that a top priority for them is their ability to balance their work life with other aspects of their life.

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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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The Work-from-Home Revolution & the Engagement Challenge

VocalCom

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 ). The new paradigm of Work.

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Workforce Management for Call Centers: What You Need to Know

Playvox

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.

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Workforce Optimization: What It is and Why You Need It

Playvox

Workforce management for contact centers is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.

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Top 10 Contact Center Software for 2022-2023

Hodusoft

But due to the rising competition, the market now is flooded with many types of contact center solutions. Choosing the right contact center software is essential for success. 10 top contact center software for business success Now the question comes “why top 10 contact center software?”

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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.