Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Among the questions posed to our survey respondents was one in which we asked how important employee engagement was in their operational strategy for the next 18 months. Don’t Panic!”

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). billion, as of December 31, 2016, of which the contact center is responsible for $1.6 WFO’s Journey into the Future .

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. Gamification. Gamification drives agents to want to achieve through the spirit of competition. In addition to agent-sourced content, the new personalization and gamification features keep agents delighted and engaged.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

Serenova

APRIL 9, 2019

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. Every generation comes with its own preferences and habits.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

Aspect

JANUARY 21, 2019

So, it’s not surprising that contact center employees, like the rest of the human race, would like to be able to make their lives easier. Unfortunately, the contact center environment has a few more limitations. And happy employees are vital to an effective contact center.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

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. The migration of workers to home offices has complicated the scheduling challenge and created new issues for contact center management.

Consulting 59

Consulting Consulting Marketing Management 59

Balto

APRIL 20, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Contact centers find themselves at a critical juncture. Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. How are they doing this?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52