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

Vistio

FEBRUARY 1, 2024

By immersing remote agents in real-world customer interactions, your contact center workforce can develop the confidence and competence needed to succeed in their roles. Remote agents must also be prepared to adapt to new communication channels and emerging technologies.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

NobelBiz

MARCH 26, 2024

By leveraging cutting-edge technologies, CXA revolutionizes the way businesses interact with their customers, providing seamless experiences across various touch points. CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. During this time, autonomous vehicle technology has advanced incrementally.

Self service 111

Self service Contact Center contact center workforce Banking 111

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

COPC

FEBRUARY 15, 2024

 This powerful technology is becoming integral to customer service frameworks, especially in contact center operations. Call Quality Assessment: Insights and Ethics AI listens to calls, scores agent performance objectively (based on training) and generates detailed feedback reports. This

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Aspect

MARCH 8, 2018

In the G2 Crowd Grid for Contact Center Workforce , Aspect Workforce Management software scores in the much-coveted Leadership Quadrant. G2 Crowd Grid ® for Contact Center Workforce Software. G2 Crowd has revealed the unvarnished truth about Aspect Workforce Management.

contact center workforce 63

contact center workforce call center workforce Contact Center Marketing 63

Tethr

MARCH 3, 2020

For others, this means giving reps the reigns to work remotely if the technology is in place to support it. Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting. Offer consistent feedback. After all, management must also adapt to a new landscape.

Call Center 83

Call Center At home agents Management contact center workforce 83

Playvox

OCTOBER 18, 2022

Finding the Right Technology to Support Remote Work in a Contact Center. Remote work is much easier for everyone when you have key technology in place to support daily contact center operations. Related Webinar: Work From Home: 10 Lessons to Elevate Remote Agent Experiences.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Aspect

MARCH 8, 2018

In the G2 Crowd Grid for Contact Center Workforce , Aspect Workforce Management software scores in the much-coveted Leadership Quadrant. G2 Crowd Grid ® for Contact Center Workforce Software. G2 Crowd has revealed the unvarnished truth about Aspect Workforce Management.

contact center workforce 56

contact center workforce call center workforce Contact Center Marketing 56

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. Today’s WFM solutions are evolving to keep pace with the changing business world.

Consulting 62

Consulting Consulting Marketing Management 62

Noble Systems

SEPTEMBER 29, 2020

What is Workforce Optimization (WFO)? Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing.

Management 86

Management Gamification Quality management Schedule adherence 86

Serenova

MARCH 23, 2020

I’ve been reminded of this throughout my career leading technology companies and serving customers. With the effects of the COVID-19 crisis continuing to grow in scale and impact every day, Serenova is committed to helping keep contact centers working, safely. But what we’re experiencing right now is unprecedented.

Contact Center 80

Contact Center contact center workforce Government Healthcare 80

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. Give Actionable Feedback.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

Etech GS

OCTOBER 23, 2019

Whether the employees are human or robotic, workforce optimization helps teams to work smarter instead of harder. As the name suggests, contact center workforce optimization involves using managerial practices to ensure maximum productivity meets maximum efficiency. However, the focus is still your customers.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using workforce. management (WFM).

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Noble Systems

AUGUST 8, 2019

Gamification , which uses game mechanics such as points, badges, leaderboards, rewards and recognition, is an enabling technology that has gained popularity in recent years in contact centers. Use several channels of communication to stay in contact with remote workers. Be clear about expectations.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Voxjar

APRIL 9, 2020

Due to the coronavirus ( COVID-19 ) we’re experiencing mass adoption of work-from-home technology and processes. We’re lucky that cloud software has made it just as easy to deploy a remote, distributed call center as it is to deploy one on-premise. 3: Delivering QA and Coaching Feedback from Home. Well, here we are.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

Fonolo

MAY 7, 2015

Our 7 tips for great call center management are: Talk to Your Support Agents. Make Your Contact Center a Great Place to Work. Keep Up With the Latest Contact Center Technology. Review Their Contact Center’s Data. What do great call center managers do? Act as a True Leader.

Call Center 126

Call Center Management Contact Center Coaching 126

DMG Consulting

SEPTEMBER 14, 2021

At the same time, chief operating officers are trying to figure out how to improve productivity through intelligent technology, specifically artificial intelligence (AI) and robotic process automation (RPA), to decrease their companies dependence on what appears to be a fickle human workforce.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

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.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Only 7% said their technologies were “well integrated.”

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

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. What is the back office?

Enterprise 39

Enterprise Healthcare Banking Contact Center 39

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Only 7% said their technologies were “well integrated.”

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

NobelBiz

MAY 22, 2022

Christian Montes With over 15 years of leveraging technology and creative tactics to drive outcomes, Christian has worked with some of the world’s largest Enterprise Contact Centers, BPOs, and Global CCaaS providers. Host of both the First Contact – Stories of the Call Center Podcast.

call center workforce 52

call center workforce Call Center Management Gamification 52

Hodusoft

NOVEMBER 29, 2022

Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. 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

Verint

JUNE 29, 2017

The latest enhancements to the Verint Employee Engagement and Engagement Channels suites are based on feedback from our customers and the changing needs of the marketplace. Large Technology Retailer. You talk, we listen. Following are three customer examples of where these advancements are well underway. Global Warranty Company.

Customer Service 31

Customer Service Employee engagement Wait times Contact Center 31