DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report

DMG

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%

The Most Undervalued Contact Center Workforce Optimization Strategy

SharpenCX

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 Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG

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.

Aufnahme von Teleopti in den Magic Quadrant für Contact Center Workforce Optimization

teleopti

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

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

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.

Teleopti erneut zusammen mit ZOOM im Magic Quadrant für Contact Center Workforce Optimization (WFO) aufgenommen

teleopti

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

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report

DMG

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 Releases 2017 Contact Center Workforce Management Product and Market Report

DMG

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.

What’s Holding Back the Contact Center Industry?

Fonolo

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.

Workforce AI: The Driverless Contact Center

Aspect

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.

Contact Center Execs: 5 Pains Keeping You Up at Night

Verint

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.

6 Numbers To Keep In Mind For A Successful Contact Center

airespring

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.”.

Increase Contact Center Agent Productivity and Satisfaction with CXone Agent for Salesforce®

NICE Systems

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®.

For 2017, Resolve to Maximize Your Contact Center Technology Investments

Verint

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

What Vision & Execution Means to Us: NICE in the 2010 Gartner Magic Quadrant for Contact Center Workforce Optimization

Customer Interactions

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.’

Guest Blog: The Future of CX Lies with Humans Not Robots

ShepHyken

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.

The Route to Fully Autonomous AI Self Service Starts at your Contact Center

TechSee

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.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG

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.)

ZOOM is on a Journey to Native Cloud

Zoom International

Contact Center workforce optimization (WFO) Quality Management call centers customer experience News & Events call recording Software Engineering dev ops cloud computing Technical

Facing the Future of Contact Center Employee Engagement

Verint

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.

Rev Up the Pulse of Contact Center Operations

Verint

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.

The Top Contact Center Trends to Watch in 2019 [White Paper]

Fonolo

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!

Liverpool Victoria Invests in Customer Experience with Verint

Verint

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.

Time to Talk Seriously about Speech Analytics in the Contact Center

Aspect

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Add Mindfulness to Your Contact Center WFO and IVR Strategies

Verint

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.

Tortoise or Hare – Which One Best Describes Your Contact Center?

CSM Magazine

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Here, he explains how to build highly effective teams using workforce. With customer-centric success criteria in place, turn to innovative workforce.

Teleopti included in the Magic Quadrant for Contact Center Optimization

teleopti

Stockholm, Nov 27: Teleopti, the global leader in Workforce Management software for contact centers, today announced their inclusion in the 2012 Gartner Magic Quadrant for Contact Center Workforce Optimization. Teleopti WFM is available in 25 languages and can be delivered both as a cloud-based service and as an on-premise software installation through a worldwide reseller network

Tech Tip - Gaining Insight from User Role Reports

Verint

and higher of Verint Workforce Optimization supports customized reporting for user access rights? Contact Centers Workforce Optimization Call Centers contact center workforce optimization reportsDid you know that Version 11.0

Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step

DMG

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. Intraday management is an area of weakness in most contact center WFM solutions.

Making Data Actionable - Part Two

Verint

Back-Office Operations Contact Centers Workforce Optimization Big Data Dashboards contact center workforce optimization back office workforce optimization Data Quality

Looking Ahead: Five Contact Center Trends to Know and Use in 2019 (Part 5)

Serenova

If you’re a contact center leader, there’s a lot about Millennials and Generation Z worth understanding. In fact, these younger generations just may be your contact center’s BFFs. Let’s talk about how to do that to benefit your contact center this year and beyond.

Why is ZOOM an NPS® Promoter?

Zoom International

Is your goal to hit contact center metrics? In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. Enable your Contact Center into improve loyalty.

Verint Helps MSC Industrial Build on Customer Moments of Truth

Verint

was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through a single, unified workforce optimization platform. Today, the organization leverages Verint Workforce Optimization across its customer service operations to help it evaluate thousands of customer interactions daily to make faster, better decisions, elevate employee productivity, and offer its customers the support they have come to expect.

Back Office Integration Coming to the Forefront in Customer Engagement

Verint

We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service. As the worlds of back office and front office operations come together, contact center agents will benefit by the improved customer service they are able to offer customers.

Why Speech Analytics Is a Must Have

Verint

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed as must-haves by contact centers.

How to Engage Your Millennial and Gen Z Contact Center Agents

Serenova

For years, contact center agents were largely run by Baby Boomer and Gen X agents. 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. Millennials, for example, are almost 70% of the contact center workforce, according to SmartCustomerService.com.

Closing the Gap Between the Front and Back Office

Verint

As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number of trends are making it easier to link these two functions, including: In-sourcing previously outsourced contact center functions. And studies estimate that 20% to 30% of contact center call volume is the result of issues in the back office. 2 Saddletree Research and National Association of Call Centers 2016 Survey.

The Spotlight Is On the Back Office—Finally!

Verint

In addition, these functions have purpose-built solutions to help them be more effective, such as workforce optimization for contact centers, talent management solutions for HR, and core banking systems for financial services.

CCNG 27

???????? Teleopti ?????? ? ZOOM ????? ?????? ? «?????????? ????????» ??? ??????? ? ??????? ??????????? ????????? (WFO)

teleopti

Magic Quadrant for Contact Center Workforce Optimization» («?????????? ???????? ??? ??????? ? ??????? ??????????? ?????????», ????? - ???????? Teleopti, ??????? ????? ? ??????? ???????????? ??????????? ??? ?????????? ?????????? ? ???????-???????, ??????? ???????? ? ???, ??? ?? ?????????? ??????? ? ZOOM International ? ????????? ??? ?????? ? ??????? ?????????????? ????? Gartner ?? 20 ?????? 2013 ???? ??? ?????????

Driving Holistic Customer Engagement Excellence

Verint

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.