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

Monet Software

MAY 27, 2020

Today’s KM is a game changer both for driving efficiencies across an enterprise and providing a personalized customer experience. To find this session, log in to Verint Virtual On-Demand and navigate to Educational Tracks, then: Track – Contact Center Workforce Engagement Cloud / Theme – Elevating Response: Analytics & AI.

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

Aspect

FEBRUARY 24, 2020

When efficiency is your focus, many organizations implement strategies with the assumption that workforce management (WFM) should be entirely separate from customer-focused considerations. Customers, agents and the enterprise share the common goal of great customer service.

contact center workforce 62

contact center workforce Enterprise Contact Center Management 62

Balto

JUNE 20, 2023

To learn more about how Balto works with Zoom Phone and Zoom Contact Center to improve call outcomes, visit the listing on the Z oom App Marketplace. Top-performing contact centers trust Balto’s real-time guidance enterprise solution to prevent missed sales opportunities, costly compliance mistakes, and improve customer experience.

Contact Center 52

Contact Center contact center workforce Coaching Best practices 52

Aspect

NOVEMBER 13, 2018

So as is often the case, consumer trends find their way into the enterprise space. G2 Crowd Grid ® for Contact Center Workforce Software. What do G2 Crowd reviews show about Aspect Workforce Management software? In the Enterprise view of the grid, Aspect is the only leader.

Management 75

Management contact center workforce Enterprise Analytics 75

Noble Systems

MAY 4, 2021

Noble works with a wide range of organizations, from small and mid-size businesses to large enterprises, across a range of industries. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

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

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

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. The Next Act for Contact Center WFO.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Tethr

MARCH 3, 2020

Using listening enterprise software like Tethr , you can offer each rep a personalized training program based on actionable insight from their calls. Turning your contact center workforce into a flexible and global workplace doesn’t have to be scary. Here’s how to make flex work work for you and your team. .

Call Center 83

Call Center At home agents Management contact center workforce 83

Verint

JANUARY 31, 2018

That post continues a theme that we see in the media every day: organizations are looking at using automation and AI for business and workforce optimization—however, applying these technologies and processes needs to be well thought-out.

Enterprise 39

Enterprise Healthcare Banking Contact Center 39

Noble Systems

MAY 4, 2021

Noble works with a wide range of organizations, from small and mid-size businesses to large enterprises, across a range of industries. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

Fonolo

OCTOBER 13, 2020

There are Better Options for the Contact Center Workforce. While the nation’s top companies poured money into improving employee experience, many contact centers relied on the (seemingly) endless chain of young, unqualified people to manage their phone lines. ” — Peter Ryan , Snr.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

Spearline

MAY 30, 2019

The Spearline platform enables enterprises to monitor, test, and manage key aspects of their customer journey, automatically, at volume, from global entry points. Find out how Spearline can help your business succeed with remote agents by contacting us here.

Telecommunications 40

Telecommunications Technical Support contact center workforce Call flow 40

pindrop

JANUARY 8, 2021

Helping to optimize contact center workforces, increase capacity for calls, and improve IVR containment rates. Paul Judge, and Dr. Mustaque Ahamad, Pindrop Security is a leader in contact center security and provides advanced solutions for authentication to some of the world’s largest enterprises.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

BlueOcean

JUNE 17, 2021

No matter the root cause, agent attrition can wreak havoc on customer care, impacting their ability to meet the needs of their customers as well as the expected KPIs of the contact center—and even the overall morale of their contact center workforce. Investing with Limited Budgets.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

Verint

MAY 2, 2017

We recently announced that we have received perfect scores—five out of five—in several key product satisfaction categories in DMG Consulting LLC’s new “2017/2018 Workforce Management Product and Market Report.”. As we have covered in previous blogs, Verint is a company that is committed to developing customers for life.

Enterprise 35

Enterprise Management Consulting Consulting 35

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). WFO’s Journey into the Future .

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Enterprises increasingly recognize the need to listen to customers and prospects across voice and digital channels to obtain a comprehensive view of their experiences. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

NOVEMBER 16, 2017

Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer satisfaction.

Wireless 32

Wireless contact center workforce Enterprise Customer centricity 32

Verint

NOVEMBER 21, 2017

Understanding the practical implications of digital transformation demands inclusion and assessment of the delivery capabilities of an enterprise, alongside thoughtful management to optimize. Connecting the contact center more closely to the business’ back office is a logical and perhaps overdue step for some enterprises.

B2C 32

B2C Contact Center Enterprise Technology 32

Verint

NOVEMBER 15, 2017

We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service.

Contact Center 31

Contact Center Enterprise outsourcing Accountability 31

Verint

APRIL 13, 2016

It was in 2011 that the back office first came to our attention at Saddletree Research as a potentially disruptive force in the global contact center industry. At the conclusion of this project we made the surprising discovery that nearly 60 percent of enterprises in the U.S.

Management 23

Management Enterprise Contact Center Call Center 23

Noble Systems

SEPTEMBER 8, 2020

They will also need headsets and power backup, and VOIP via home broadband and a VPN connection to the corporate network for secure access to enterprise applications. The post Top 5 Best Practices for Successfully Transitioning from Onsite to an At-Home Contact Center Workforce appeared first on Noble Systems.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Verint

DECEMBER 5, 2017

In a recent webinar, Top 5 Best Practices for Extending Workforce Optimization (WFO) Beyond the Contact Center , Craig Seebach shared additional research into this trend, the key barriers to integrating these functions, and how enterprise WFO can help improve speed, accuracy and cost to serve.

Contact Center 28

Contact Center Best practices Enterprise outsourcing 28

Verint

JUNE 6, 2017

The theme was holistic customer engagement —helping organizations empower their customers and employees through intelligence that can be shared enterprise-wide. The 4th annual Verint Executive Summit also took place during Engage, hosted by a partner and division COO from a global management consulting firm.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Verint

JULY 23, 2015

Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand. The highlight of the event for me was the session in which I presented alongside Andrew Studee, vice president, strategic consulting services, Verint Enterprise Intelligence Solutions ™.

Analytics 38

Analytics Contact Center Consulting Consulting 38

Verint

JUNE 2, 2015

Verint’s Donna Denehy, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” CRMXchange Virtual Conference: Quality Assurance and Analytics. June 1-4; Online Webinar. ET on June 1.

Analytics 35

Analytics Enterprise Feedback Customer effort 35

Verint

JULY 23, 2015

Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand. The highlight of the event for me was the session in which I presented alongside Andrew Studee, vice president, strategic consulting services, Verint Enterprise Intelligence Solutions ™.

Analytics 24

Analytics Contact Center Consulting Consulting 24

Noble Systems

APRIL 14, 2021

A single, unified omnichannel solution encompasses inbound calls and outbound contacts, as well as non-voice channels and quick access to critical customer information. Here are five best practices to help achieve the best outcomes while maintaining an at-home contact center workforce.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

DMG Consulting

APRIL 5, 2017

In the future, contact centers must address fairness at all levels to more fully engage their employees. Enterprise and WFM vendors have underestimated the impact and cost of mishandling their intraday staffing challenges, largely because they haven’t had a way to address the issues. Final Thoughts.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Verint

AUGUST 7, 2017

So, to address this issue, Elite Plumbers decided to invest in an advanced workforce management (WFM) system. All agreed that the system needed to be able to accommodate today’s customer needs as well as future growth plans.

Management 27

Management Service level Contact Center Call Center 27

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. About Balto.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

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. To learn more about the report, read the full abstract , including the table of contents. To order, visit dmgconsult.com.

Consulting 59

Consulting Consulting Marketing Management 59

Verint

AUGUST 18, 2017

This provider leverages Verint Workforce Optimization across its customer service and back-office operations—as well as Verint Speech Analytics within its contact centers—to help create more operational efficiencies and help its employees understand and have an even more positive impact on patients’ lives.

Customer Service 42

Customer Service Healthcare Analytics Contact Center 42

Verint

JANUARY 8, 2018

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018. More than ever, the customer engagement center has become a focal point for automation and shared intelligence.

Contact Center 33

Contact Center Marketing contact center workforce Gamification 33

Hodusoft

NOVEMBER 29, 2022

Cons : The company’s enterprise annual subscription plans are expensive, which costs $150 per agent per month. 8×8 is a publicly traded contact center technology and VoIP company, which offers 8×8 Contact Center software. The basic annual subscription plan is reasonable, which costs $49 per agent per month.

Contact center software 40

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