contact center workforce Related Topics 
Fonolo
MAY 30, 2023
Contact centers that use performance-based scheduling experience 25% less agent turnover than those that don’t according to The Quality Assurance & Training Connection. Embrace the power of WFM and watch your contact center thrive in an increasingly competitive landscape.
LiveVox
MARCH 2, 2023
The contact center workforce management industry is changing, and that’s a good thing. Call centers are becoming more tech-oriented, and workforce management is a key part of this change.
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DMG Consulting
JANUARY 3, 2020
The Hybrid Contact Center Workforce of 2030. This will be a relatively common issue in 10 years when contact centers and many other functions in organizations are staffed with a combination of humans, intelligent AI-enabled assistants, and robots. WHAT YOUR WORKFORCE WILL LOOK LIKE. 11/26/2019.
DMG Consulting
JULY 20, 2022
DMG Consulting Releases 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . The numbers reflect the strength and resilience of this market .
Attrition is a vital issue at contact centers: every year, nearly half of the contact center workforce leaves for voluntary or involuntary reasons. We surveyed over 2,000 agents and asked them to share what they need in order to stay in their role.
Aspect
JULY 15, 2020
Aspect Workforce Optimization Version 20 allows contact center employees to be immediately mobile, so the workforce can be adapted to whatever new condition these uncertain times may bring. . If you’d like to learn more about WFO Version 20 or request a demo, we’d love to talk !
Injixo
FEBRUARY 21, 2023
Customers often ask us “what sort of person do I need to drive a workforce management system”? But there are certain characteristics that all good contact call planners have. That’s a great question. Certainly, planners need to be good with numbers and they also need emotional intelligence. Probably not.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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