DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. Over the past 15 years, total WFO revenue has gone from $803.4

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

NobelBiz

MAY 22, 2022

Because of the socio-economic turmoil created by the same lockdowns, the pool of candidates ready to take up a job in a remote-work call center grew exponentially. Of course, it is always better to have a wider talent selection pool. But over time, as the world opens up, are you going to be able to retain that person?

call center workforce 52

call center workforce Call Center Management Gamification 52

Balto

APRIL 20, 2023

Figure 6: Layoffs by Company Size Of course, there are nuances to our conversation around budgets. Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. How AI Is Revamping the Contact Center. The Contact Center Workforce of the Future.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52