CSM Magazine

MAY 22, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.” For more information, visit www.zenarate.com.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

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.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

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