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For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! MORE
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. MORE
No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. Social Media as a Contact Center Touchpoint. It’s a bird! It’s a plane! MORE
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 MORE
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 MORE
Contact center leaders and managers understand time and resource challenges all too well. 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. MORE
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. MORE
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. In fact, according to Gartner, 90 percent of global organizations still use on-premises contact center technology. MORE
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. MORE
Contact Center workforce optimization (WFO) Quality Management call centers customer experience News & Events call recording Software Engineering dev ops cloud computing Technical MORE
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. MORE
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 MORE
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 engagement MORE
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. MORE
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. MORE
DMG Consulting Releases 2019 Contact Center Workforce Optimization. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. Perhaps even more significant is that the contact center WFO market grew by 11.6%, from $863.6 MORE
There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. While many contact centers begin their cloud journey with omnichannel routing , there are multiple paths to the cloud. MORE
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. 40% of contact centers “have no tools to analyze data.”. MORE
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. Improving CX with Contact Center Automation. MORE
Learn why Schedule Change Empowerment makes recruitment of new agents easier, improves agent attrition, and allows contact centers to reduce their agent salary budge [.]. MORE
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. WRONG – much to the dismay of all workforce managers everywhere! Today 70% of intraday issues are handled manually by the WFM team, managers or supervisors, but most leading workforce management software can automate intraday reforecasting for individual intervals, as well as automate much of the schedule change workflow. MORE
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. MORE
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% MORE
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. WRONG – much to the dismay of all workforce managers everywhere! MORE
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.’ MORE
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. MORE
Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. AI will not take the contact center workforce by storm but rather in a gradual, carefully scrutinized evolution of capabilities. MORE
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. MORE
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 MORE
A UK-based financial services company, Liverpool Victoria (LV=), has more than 5,000 employees across the UK and needed a single, consistent and flexible workforce optimization platform to strengthen its customer service. The company also wanted to gain flexibility to help shape its future and increase corporate agility. MORE
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®. MORE
Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series. MORE
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% MORE
At its most basic level, growing your in-house contact center means you’ll need more space. There’s also the cost of upkeep, both to the facility itself and of your technical infrastructure, where regular upgrades will be necessary to keep your contact center ahead of the curve. MORE
Workforce Optimization Ushers in the Real-Time Contact Center. 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. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.) MORE
Workforce Management WFM Skill SetPart 3: Intraday Management Skills. MORE
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. MORE
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.
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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
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.
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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. Improving CX with Contact Center Automation.
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DMG Consulting
DECEMBER 10, 2019
DMG Consulting Releases 2019 Contact Center Workforce Optimization. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. Perhaps even more significant is that the contact center WFO market grew by 11.6%, from $863.6
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 [.].
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%
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.
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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
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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
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.
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.
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. AI will not take the contact center workforce by storm but rather in a gradual, carefully scrutinized evolution of capabilities.
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.
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. 40% of contact centers “have no tools to analyze data.”.
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 engagement
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®.
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.
NICE inContact
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. WRONG – much to the dismay of all workforce managers everywhere!
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.’
NICE inContact
OCTOBER 25, 2019
There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. While many contact centers begin their cloud journey with omnichannel routing , there are multiple paths to the cloud.
BlueOcean
SEPTEMBER 30, 2019
At its most basic level, growing your in-house contact center means you’ll need more space. There’s also the cost of upkeep, both to the facility itself and of your technical infrastructure, where regular upgrades will be necessary to keep your contact center ahead of the curve.
NICE inContact
OCTOBER 7, 2019
Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series.
Fonolo
NOVEMBER 29, 2018
No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. Social Media as a Contact Center Touchpoint. It’s a bird! It’s a plane!
NICE inContact
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. WRONG – much to the dismay of all workforce managers everywhere! Today 70% of intraday issues are handled manually by the WFM team, managers or supervisors, but most leading workforce management software can automate intraday reforecasting for individual intervals, as well as automate much of the schedule change workflow.
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
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.
Verint
FEBRUARY 27, 2017
Contact center leaders and managers understand time and resource challenges all too well. 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.
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.
NICE inContact
AUGUST 12, 2019
For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language!
DMG Consulting
APRIL 16, 2019
Workforce Optimization Ushers in the Real-Time Contact Center. 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. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.)
Verint
DECEMBER 1, 2017
A UK-based financial services company, Liverpool Victoria (LV=), has more than 5,000 employees across the UK and needed a single, consistent and flexible workforce optimization platform to strengthen its customer service. The company also wanted to gain flexibility to help shape its future and increase corporate agility.
Serenova
MARCH 23, 2020
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. In fact, according to Gartner, 90 percent of global organizations still use on-premises contact center technology.
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