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

Serenova

APRIL 16, 2020

Serenova’s professional services experts helped the company quickly scale their response and connect their worldwide employees with corporate resources about health insurance, COVID-19 exposure, mental health support options, and time-off procedures related to recovery from the coronavirus and caring for sick family members.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Noble Systems

MAY 4, 2021

It can also handle multiple channels, including non-voice contacts such as email, SMS/text, web chat, web collaboration, and social media. For inbound contact centers, the ACD (automatic call distribution) or PBX platform is key, as is advanced routing tools, such as skills-based routing.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

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

Noble Systems

MAY 4, 2021

It can also handle multiple channels, including non-voice contacts such as email, SMS/text, web chat, web collaboration, and social media. For inbound contact centers, the ACD (automatic call distribution) or PBX platform is key, as is advanced routing tools, such as skills-based routing.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

NICE inContact

JULY 12, 2016

With the integration of data analytics, a core contact center platform with a robust WFO suite has the potential to develop into a fully automated Workforce-Intelligent Contact Center.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Aspect

MAY 15, 2018

Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. At Aspect, we call this new application of Artificial Intelligence “Workforce AI”, and it portends radical change in the way contact centers will operate.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

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. For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Marketing Management 62

Eckoh

MARCH 18, 2020

Having a remote contact center workforce comes with some risks. Put simply, remote agents can: Take secure payments remotely in just the same way as in your contact center. Take payments within as many channels as possible – telephone, online, chat, chatbot or IVR. What’s the risk?

contact center workforce 40

contact center workforce Chatbots Interactive Voice Response Contact Center 40

pindrop

JANUARY 8, 2021

Protect analyzes thousands of indicators across the fraud event lifecycle – from account mining and reconnaissance in the IVR to social engineering attacks against agents. As agents engage with callers, Protect analyzes audio, voice, and metadata of the caller. Passport Reduces Average Handle Time and Associated Costs .

Average Handle Time 40

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

Verint

SEPTEMBER 1, 2017

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Interactive Voice Response 23

Interactive Voice Response Contact Center Average Handle Time Personalization 23

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

Fonolo

MARCH 8, 2022

Try compiling every IVR message, email, average handle time, and more into a spreadsheet. What call center software do you already have working for you? Maybe you’ve had Fonolo’s Visual IVR helping smooth out call center spikes for a while, and want to integrate it with any new WFM software. Shift scheduling systems.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Fonolo

NOVEMBER 3, 2022

All of these activities contribute to a more engaged contact center workforce. It’s no surprise that consistent #agent engagement leads to positive #customer interactions and overall improved #ContactCenterPerformance. As the saying goes: “Happiness is contagious!”

Call Center 128

Call Center Interactive Voice Response First call resolution Contact Center 128

Verint

FEBRUARY 27, 2017

In many customer service environments, IVR and WFO analytics have not been considered together—and that presents an improvement opportunity. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive. Why see only half the picture when you can see the whole one?

Contact Center 25

Contact Center Interactive Voice Response Analytics Customer Experience 25

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Hodusoft

NOVEMBER 29, 2022

Using Genesys Cloud CX, contact center owners can effortlessly handle interactions and metrics and address problems quickly. To summarize If you’re looking for a robust solution for your contact center, you can consider any of these 10 best contact center workforce software.

Contact center software 40

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

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

Verint

MARCH 17, 2017

No doubt contact center executives have a great deal to occupy their thoughts day and night. To execs who are hoping for a better night’s sleep—good news awaits you. It is quite likely that a solution to help reduce your operational headaches may be closer than you think.

Contact Center 38

Contact Center contact center workforce Interactive Voice Response Personalization 38

Noble Systems

SEPTEMBER 29, 2020

A call center is a centralized site that is equipped to large volume of customer contacts – both incoming and outgoing – for an organization. Read our 101 Intro to Call Center Software to learn more about common technologies and tools. BLOG: How Robotic Process Automation Can Augment Your Contact Center Workforce • read.

Management 86

Management Gamification Quality management Schedule adherence 86

Verint

JANUARY 25, 2017

One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones. How can organizations start to think more strategically in the New Year about maximizing their technology investments?

Technology 32

Technology Contact Center Interactive Voice Response contact center workforce 32