DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. New-gen solutions are the future of this mature sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 21 March 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 14th Annual Workforce Optimization (WFO) Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Monet Software

MARCH 10, 2021

Although there is a lot of truth to that old saying, “the only constant is change,” the work-from-home agent is likely to become a permanent feature of the industry landscape. The contact center workforce was already going remote. Suffice it to say, remote call center workforce management was gaining steam.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

NobelBiz

APRIL 2, 2024

The NobelBiz OMNI+ omnichannel contact center software was designed to accommodate any contact center setup, regardless of the number of seats or complexity of operations. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

JustCall

JUNE 28, 2023

Thousands of contact center leaders and professionals from around the globe gathered at one of the largest contact center event series from June 19th-22nd, 2023 for Customer Contact Week at Caesar’s Forum in Las Vegas.

Contact Center 52

Contact Center contact center workforce contact center solutions Education 52

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. Contact center leaders must comprehend and navigate these evolving dynamics effectively.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Balto

JUNE 20, 2023

Hundreds of customers are already unlocking the power of Balto’s platform to convert 26% more calls, slash agent ramp time by 65%, boost CSAT by 25%, and increase compliance scores by 115%. The post Balto Partners with Zoom to Unleash Agent Performance in the Contact Center appeared first on Balto. Balto shares that vision.

Contact Center 52

Contact Center contact center workforce Coaching Best practices 52

Aspect

MAY 15, 2018

That’s a jaw-dropping compounded annual growth rate of about 25%, and you can’t find many industries with that kind of sustained growth expectations. Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. billion in 2025.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

Interactions

JULY 7, 2022

In order to address the delicate balance of customer experience and scalability, the technology implemented must be able to deliver human levels of conversation and understanding. In other words, customers shouldn’t feel like they are talking to a robot. In other words, customers shouldn’t feel like they are talking to a robot.

Virtual Agent 62

Virtual Agent contact center workforce Contact Center Advertising 62

Fonolo

OCTOBER 13, 2020

To understand why let’s explore how COVID-19 has affected contact center agent attrition so far… How COVID-19 Impacted Contact Center Agent Attrition. The last few years have seen several reassuring trends in the contact space industry. Contact center budgets will probably stagnate next year.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

Aspect

SEPTEMBER 25, 2018

Contact center workforce planners have for decades sought the nirvana of a mathematical model that can accurately predict the number of contacts that will arrive at the contact center at a specific time on a specific day for a given type of work.

Contact Center 185

Contact Center contact center workforce Wait times Education 185

Playvox

MARCH 21, 2022

According to research by Goldman Sachs , five million people have left the workforce since the beginning of the pandemic, and most were over age 55 (3.4 Industry experts worry that this mass exodus might mean the loss of decades of knowledge from the labor force. Researchers say 1.5 Baby Boomers and Technology in the Workplace.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

Balto

SEPTEMBER 21, 2022

Louis, MO — Balto, the leader in uniting contact center agents with AI for better conversations, is excited to announce the release of a suite of features for its market-leading real-time guidance platform dedicated to improving the agent experience in the contact center.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

Noble Systems

MAY 4, 2021

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. In that time, we’ve seen a lot of changes – in technology, in customer behaviors, and even in employee expectations. Part 3: Artificial Intelligence (AI) and Automation in Contact Centers.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

COPC

JULY 20, 2023

Often, in consulting engagements, we are asked questions such as: “Is 80/20 the right service level for me, as I heard that was the industry standard?” Most contact center leaders understand that being below the service level target is a poor customer experience and will lead to higher abandonment rates.

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

DMG Consulting

APRIL 15, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

Verint

SEPTEMBER 8, 2017

One of the leading industrial solutions providers in the United States and a longtime Verint customer, MSC Industrial Supply Co. was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through a single, unified workforce optimization platform.

industry solution 27

industry solution Personalization Customer Experience Customer Service 27

Fonolo

NOVEMBER 29, 2018

Social Media as a Contact Center Touchpoint. Understanding these trends will help strengthen your contact center game, and give you “hero status” with both customers and employees. Read on about these industry issues and trends so that you can power-up and defy the odds in 2019. Storyline: Gamification.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

DMG Consulting

MARCH 11, 2021

Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments.

Consulting 59

Consulting Consulting Marketing Management 59

BlueOcean

JUNE 17, 2021

It’s a challenge because although in many cases the contact center agent role may not require extensive experience or skill levels, it does require the right personality traits and attitudes to thoughtfully manage the customer experience—and this can be harder to measure in the hiring process.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

ShepHyken

APRIL 14, 2017

Plagued by rising costs, employee churn, absenteeism and declining standards, contact centers across the world are facing a combination of challenges unprecedented in the 50-year history of the industry.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

Verint

AUGUST 17, 2017

To test the validity of this research and the overall industry concern with employee engagement, I included formal questions addressing the subject in the 2017 industry-wide survey that Saddletree Research is currently conducting in conjunction with the NACC. People are the hard part.”.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Noble Systems

MAY 4, 2021

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. In that time, we’ve seen a lot of changes – in technology, in customer behaviors, and even in employee expectations. Part 2 : Customer Engagement and the Customer Experience (CX).

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

Serenova

FEBRUARY 11, 2019

In fact, according to Crossing the Generational Divide: Providing Customer Service for Today’s Consumers , 32 percent of Millennials are so averse to calling contact centers that they say they’d rather go shopping on Christmas Eve. It’s also important to bridge the agent generational divide within your contact center workforce.

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

Spearline

MAY 30, 2019

The improvements will positively impact customer effort and lead to higher levels of customer satisfaction and better NPS, and they will also support employee satisfaction and employee retention. Is it possible to get positive customer experience benefits now? The benefits of a remote agent strategy are available now.

Telecommunications 40

Telecommunications Technical Support contact center workforce Call flow 40

Hodusoft

NOVEMBER 29, 2022

In 2021, HoduCC scored 90 out of 100 on GetApp’s data quadrants and achieved high user ratings in five key areas, which made it a category leader in Gartner’s GetApp category and one of the best customer experience software. Cons : Being a relatively new entrant in the market, it lacks the brand recognition that the heavyweights have.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Taylor Reach Group

JUNE 26, 2017

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Will AI Mean Less People and More Profit in the Contact Center? Apple Business Chat - A Contact Center Perspective . 4 Top Trends for Contact Centers . Newsletter.

contact center workforce 48

contact center workforce Contact Center Call Center Analytics 48

Balto

APRIL 20, 2023

The industries feeling the most pressure are Transportation, Travel & Hospitality, Collections, Insurance, and Financial Services. Contact centers that prioritize AHT are under the most pressure, while the least under-pressure leaders emphasize a focus on CSAT instead. Are customers staying around for the long term?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Verint

NOVEMBER 16, 2017

Customer-centricity, leveraging the power of knowledge management and increasing the speed and accuracy of work output are not new concepts in the customer engagement industry. Earlier in my career I managed the contact center workforce optimization group at one of the major North American wireless companies.

Wireless 32

Wireless contact center workforce Enterprise Customer centricity 32

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Artificial intelligence (AI) is seeing rapid adoption across industries. AUTOMATION TAKES CENTER STAGE. Automation initiatives are priorities for executives in most industries.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

TLC Associates

JULY 17, 2019

and even more citizens are underemployed, which makes reliable contact center work an appealing option for Dominicans. However, it’s important to know that not all nearshore options are currently right for your contact center workforce. Every exceptional customer experience stems from a deeper connection.

Contact Center 40

Contact Center outsourcing Outbound sales contact center workforce 40

Calabrio

MARCH 30, 2016

Today’s business “FOMO” (fear-of-missing-out) is a high stakes game—if companies don’t get data science initiatives running quickly, they’ll miss out on reduced operational costs, deeper customer engagement, innovation and most importantly—top line growth. The Data Science Landscape.

Analytics 40

Analytics contact center workforce Contact Center Engineering 40

Fonolo

MAY 7, 2015

And that involves everything from deciding operational strategies, analyzing and developing call center technology and processes, meeting the financial objectives of the call center, and recruiting, training, and administering all employees. Oh, and don’t forget staying abreast of the latest contact center industry news.

Call Center 126

Call Center Management Contact Center Coaching 126

NobelBiz

MAY 22, 2022

We’ve relied on the knowledge of three experts with decades of experience in the contact center space and call center workforce management in particular. Jennifer Brown Jennifer has 35 years in the call center industry, with the last 25 spent in leadership. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

Verint

JANUARY 31, 2018

In my last post on automation and AI , I discussed how conversational AI-powered intelligent virtual assistants (IVAs) are generating a large amount of interest in the customer engagement industry. They invest heavily to drive customer experience excellence. Shouldn’t you?

Enterprise 39

Enterprise Healthcare Banking Contact Center 39