Expert insights. Personalized for you.
DMG Consulting
JANUARY 3, 2020
The Hybrid Contact Center Workforce of 2030. This will be a relatively common issue in 10 years when contact centers and many other functions in organizations are staffed with a combination of humans, intelligent AI-enabled assistants, and robots.
The Call Center School
DECEMBER 18, 2019
Workforce Management WFM Skill SetPart 3: Intraday Management Skills.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
The Call Center School
NOVEMBER 25, 2019
It also applies to workforce managers. Workforce managers determine how many staff are assigned to a shift and which employee takes which specific shift. So when it comes to creating shift plans, workforce managers have a big responsibility. Workforce Management
Aspect
JULY 15, 2020
Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building.
Attrition is a vital issue at contact centers: every year, nearly half of the contact center workforce leaves for voluntary or involuntary reasons. We surveyed over 2,000 agents and asked them to share what they need in order to stay in their role.
The Call Center School
OCTOBER 24, 2019
In contact centers today, roughly 65% to 75% of the total operating cost is consumed through paying the frontline staff. For that reason, the biggest opportunity for contact centers to manage or reduce cost is to optimize the utilization of their frontline workforce. To do this, most contact centers today have a workforce manager or an entire workforce management (WFM) department. Workforce Management
SharpenCX
JANUARY 22, 2018
Learn why Schedule Change Empowerment makes recruitment of new agents easier, improves agent attrition, and allows contact centers to reduce their agent salary budge [.]. The post The Most Undervalued Contact Center Workforce Optimization Strategy appeared first on Sharpen Contact Center Software.
DMG Consulting
JUNE 12, 2019
DMG Consulting Releases 2019 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 16th annual Contact Center Workforce Optimization (WFO) Market Share Report. Contact center WFO revenue grew at an even faster rate, 12.1%
Playvox
MARCH 24, 2021
Workforce management has come a long way from its humble origins. Contact Center Workforce Management
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. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share. 5/23/2018. New-gen solutions are the future of this mature sector.
Advertisement
Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. I N T R O Tweet this The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service | 3 It’s no secret that companies. The contact center is the one.
|
Noble Systems
OCTOBER 24, 2019
If you’re a contact center manager, you might justifiably worry about having to cut your staff. What you notice, however, is that other companies are investing in automation as part of their contact center technology. Research shows that 60% of contact center managers say that automation should augment your workers, not replace them. Improving CX with Contact Center Automation.
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. growth rate for both the contact center WFO and WFM sectors, and a 10.7%
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. What: Releases 2017 Contact Center Workforce Management Product and Market Report. 3/21/2017.
Noble Systems
OCTOBER 24, 2019
If you’re a contact center manager, you might justifiably worry about having to cut your staff. What you notice, however, is that other companies are investing in automation as part of their contact center technology. Research shows that 60% of contact center managers say that automation should augment your workers, not replace them. Improving CX and Reducing TCO with Contact Center Automation.
teleopti
OCTOBER 9, 2018
Teleopti, weltweit führender Anbieter von Workforce Management-Software für Contact Center Lösungen, gibt seine Aufnahme in den Gartner Magic Quadrant für Contact Center Workforce Optimization 2012 bekannt. Teleopti WFM ist in 25 Sprachen verfügbar und kann über ein weltweites Reseller-Netzwerk sowohl als cloud-basierter Service wie auch als Vor-Ort-Installation bereitgestellt werden
teleopti
OCTOBER 9, 2018
Teleopti, ein führender Anbieter für Personaleinsatzplanungssoftware für Contact Center, gab heute bekannt, dass das Unternehmen gemeinsam mit ZOOM International in den am 20. November 2013 veröffentlichten aktuellen Gartner-Bericht „Magic Quadrant for Contact Center Workforce Optimization“ von Jim Davies aufgenommen wurde
teleopti
OCTOBER 9, 2018
Teleopti, the global leader in Workforce Management software for contact centres, today announced their repeat inclusion together with ZOOM International, in the newly published “Gartner, Magic Quadrant for Contact Center Workforce Optimization” report, by Jim Davies and published 20 November 2013
Noble Systems
SEPTEMBER 8, 2020
COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes.
Fonolo
OCTOBER 3, 2018
Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately. Another way contact centers are dragging their heels? Contact centers are expensive, it’s true.
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. In a world where the customer experience is the holy grail, contact centers naturally apply new technologies first to their customers and then to their agents and internal processes. AI will not take the contact center workforce by storm but rather in a gradual, carefully scrutinized evolution of capabilities.
DMG Consulting
APRIL 20, 2020
What’s New in the World of Contact Center WFM. With so much going on in the world and many “fires” to put out, it’s tough to think about the future of our contact centers. But in case you want a break from the realities of COVID-19 and the havoc it is causing around the world, I am going to share some of my thoughts about the future of contact center workforce management (WFM). 3/30/2020. By Donna Fluss.
Zoom International
NOVEMBER 20, 2018
Contact Center workforce optimization (WFO) Quality Management call centers customer experience News & Events call recording Software Engineering dev ops cloud computing Technical
DMG Consulting
SEPTEMBER 14, 2021
Workforce Management Software Improves Employee Engagement. One of the consequences of this period of employee empowerment and company upheaval is the need for tools to help organizations manage an increasingly complex workforce of humans and bots.
Playvox
MARCH 21, 2022
If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. Related Article: 7 Proven Ways to Manage Contact Center Agent Staffing Shortages.
Verint
MARCH 17, 2017
No doubt contact center executives have a great deal to occupy their thoughts day and night. Contact Centers Workforce Optimization Customer Satisfaction Customer Service Customer Experience Analytics operational visibility, Mobile customer engagement optimization Personalization contact center workforce optimization operational efficiency process improvement Adaptive IVR IVR Contact Solutions customer loyalty customer engagement contact center
airespring
FEBRUARY 29, 2016
How effective is your contact center? Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. With 2016 already under way, use these numbers to measure where you sit on the contact center curve. 40% of contact centers “have no tools to analyze data.”. Your contact center cannot afford to manage phone activity blindly.
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 primary revenue category to evaluate in this market is the one that tracks the sales of WFO solutions to contact centers. In 2020, total contact center WFO revenue was $2.08
Customer Interactions
JULY 7, 2015
Last month Gartner published its 2010 Magic Quadrant for Contact Center Workforce Optimization report. According to Gartner, the Magic Quadrant constitutes a qualitative analysis of the market and its participants. In the report Gartner evaluates the market’s main vendors according to two criteria: ‘completeness of vision’ and ‘ability to execute.’
Monet Software
MARCH 10, 2021
The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce?
Verint
JANUARY 25, 2017
Contact Centers Workforce Management Workforce Optimization Customer Service Customer Experience customer engagement optimization Customer journeys Call Centers contact center workforce optimization Technology Adaptive IVR IVR customer engagementHow can organizations start to think more strategically in the New Year about maximizing their technology investments?
Noble Systems
MAY 4, 2021
Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. What is the difference between a Call Center and a Contact Center? The Call Center came first, and was primarily based on telephone communications.
Fonolo
MARCH 8, 2022
As call center leaders, we know the list of things to manage on the floor is endless. Call centers that provide exceptional customer service usually have many people working behind the scenes to ensure operational efficiency. Industry Report: State of the Contact Center 2022.
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. Workforce Engagement Management is absolutely crucial to the success of CX. We have already witnessed the rise of technology with performance metrics and targets in the name of Workforce Optimization.
NICE inContact
NOVEMBER 13, 2017
Contact center agents are the most monitored, micromanaged workforce in existence. Learn how agents can seamlessly access crucial workforce optimization (WFO) functionality without having to leave the Salesforce® Console with CXone Agent for Salesforce®. The post Increase Contact Center Agent Productivity and Satisfaction with CXone Agent for Salesforce® appeared first on inContact Blog.
Playvox
APRIL 19, 2022
I recently spoke at the Society of Workforce Planning Professionals (SWPP) conference in Nashville, Tenn. Just an amped up audience of contact center workforce planning rock stars ready to talk about why customer support capacity planning as we know it must change.
NICE inContact
APRIL 7, 2021
A hybrid workforce model isn’t going anywhere anytime soon. If you’re unsure of where to start, the six pillars of a hybrid contact center workforce engagement strategy listed above would be a great place to start. Call Center Best Practices
Verint
AUGUST 17, 2017
At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Clearly, employee engagement is of paramount importance to an overwhelming majority of contact center executives today.
Playvox
APRIL 7, 2021
Contact Centers are measured along several dimensions. At the operational level, metrics such as average time in queue, cost per call, and first call resolution rate are often front and center. Contact Center Workforce Management
Blue Ocean
JUNE 17, 2021
We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. in-house contact centers.
84 
Let's personalize your content