DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. For contact centers, AI and automation will reduce the need for low-value agents.

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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. Host of both the First Contact – Stories of the Call Center Podcast.

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call center workforce Call Center Management Gamification 52

Serenova

APRIL 9, 2019

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. Leverage Their Vast Multi-Tasking Skills.

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Contact Center contact center workforce Gamification Feedback 40

Balto

APRIL 20, 2023

Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. And what role does technology play? Here’s what we found: For 49.88% of contact center leaders, budgets aren’t going down — but they aren’t going up either.

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Contact Center Real estate Transportation Average Handle Time 52