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. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

CSM Magazine

JANUARY 25, 2023

Build a team of brand guardians —as consumers continue to tighten their belts, competition is fiercer than ever and contact centres need to engage more intimately with customers to influence brand perception, win sales and build longer-term loyalty.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

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. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

DMG Consulting

MARCH 11, 2021

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021. Where: Available at the DMG Consulting online store.

Consulting 59

Consulting Consulting Marketing Management 59

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? What is Workforce Optimization (WFO)? How does WFO work in the Call Center? Workforce Management. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86