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. When: Today, 7 June 2017. increase in the QA sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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. When: Today, 21 March 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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. In 2020, total contact center WFO revenue was $2.08

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

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. According to research by Goldman Sachs , five million people have left the workforce since the beginning of the pandemic, and most were over age 55 (3.4

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

JustCall

JUNE 28, 2023

Thousands of contact center leaders and professionals from around the globe gathered at one of the largest contact center event series from June 19th-22nd, 2023 for Customer Contact Week at Caesar’s Forum in Las Vegas.

Contact Center 52

Contact Center contact center workforce contact center solutions Engineering 52

Aspect

MAY 15, 2018

According to the European Union , the AI market is expected to grow from about $664 million in 2017 to $3.88 The AI market is somewhat unique, as far as new technologies go, because we have a clear standard for what the technology should be able to achieve: the same physical and intellectual capacity that we have as human beings.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

Noble Systems

MAY 4, 2021

We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience. What is the difference between a Call Center and a Contact Center? The Contact Center was the next evolution.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

BlueOcean

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. The challenging part of business continuity in the contact center is just how many variables there are.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. These incremental capabilities will help contact centers achieve high levels of customer growth, improve customer satisfaction, and reduce average handle times, while retaining agents who will be more satisfied with their jobs.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

Playvox

NOVEMBER 18, 2021

The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model. Benefits of Cloud Based Contact Center Solutions.

contact center solutions 52

contact center solutions Cloud contact Contact Center Schedule adherence 52

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. 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.

Consulting 59

Consulting Consulting Marketing Management 59

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 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 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

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

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. An agent’s child gets sick, an unexpected website outage triggers an influx of inbound calls, marketing runs a sale without advanced notice, etc. Intraday management. That’s life!

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

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. An agent’s child gets sick, an unexpected website outage triggers an influx of inbound calls, marketing runs a sale without advanced notice, etc. Intraday management. That’s life!

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Aspect

JUNE 16, 2017

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.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

NobelBiz

OCTOBER 6, 2020

The latest news from the workforce market seems to point out that the contact center industry has settled for a clear model. Maybe a surprise for some and confirmation for others, but the contact center industry seems to have adapted quite well to the new reality of remote work. The same J.D.

Contact Center 52

Contact Center contact center workforce Banking Call Center 52

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. In a recent market report , a key finding states. In a recent market report , a key finding states. No two cloud transformations are identical.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

Noble Systems

MAY 4, 2021

We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience. What is the difference between a Call Center and a Contact Center? The Contact Center was the next evolution.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

NobelBiz

MARCH 26, 2024

77% of marketing leaders agree that they use automation to improve customer experience. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system. This powerful tool serves as the cornerstone, revolutionizing the way your contact center operates.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

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. Request a client roster here. Flexibility.

Contact Center 59

Contact Center outsourcing Real estate contact center workforce 59

Monet Software

JANUARY 20, 2021

As a long-time industry analyst focused on the contact center workforce optimization market, I have long questioned why small to medium-size (SMB) businesses do not get more love from the major WFO vendors. There have been several fits and starts to address this market, but none have been notably successful.

contact center workforce 118

contact center workforce Contact Center Service level Engineering 118

BlueOcean

MARCH 31, 2022

Let’s look at what sports can teach us about consistency in achieving contact center service levels—and how to adapt to even the most unexpected outcomes. That’s what we’re talking about here – the role of repetitions and preparing for the possibilities in contact center management. Practice Makes (Almost) Perfect.

Contact Center 118

Contact Center contact center workforce Service level Coaching 118

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? If you think about that, you’ll do things differently.”

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Monet Software

MAY 27, 2020

You can explore new ways to help maximize workforce productivity, empower your workforce, listen to customers and employees, move to the cloud and prepare for recovery leveraging your customer engagement solutions. Market conditions change without warning. Want to start with what really resonated with our live attendees?

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

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.

contact center workforce 28

contact center workforce Contact Center Marketing 28

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

Aspect

SEPTEMBER 25, 2018

Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”.

Contact Center 185

Contact Center contact center workforce Wait times Education 185

Balto

JULY 19, 2023

Louis – Balto , a leader in uniting contact center agents with AI for better conversations, today announced it has joined the new 8×8 Technology Partner Ecosystem by 8×8, Inc. New partnership offers a seamless integration experience with leading cloud communication platforms St. About 8×8 Inc. 8×8, Inc.

Technology 52

Technology contact center workforce Coaching Contact Center 52

CSM Magazine

OCTOBER 15, 2018

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. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Fonolo

OCTOBER 13, 2020

The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. Similarly, COVID-19 could be the best thing to happen to contact center agent attrition for a long time.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

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.

Marketing 55

Marketing Customer Experience Self service Contact Center 55

Aspect

MARCH 8, 2018

As much as businesses rely on the internet for marketing, brand awareness and e-commerce, it can make or break a business’s reputation overnight, especially when it comes to online reviews. Using a unique algorithm G2 Crowd can calculate: (1) Market Presence, which is a measure of market share, vendor size and social impact and. (2)

contact center workforce 63

contact center workforce call center workforce Contact Center Marketing 63

Monet Software

DECEMBER 17, 2020

How COVID-19 changes the SMB contact center hiring process—and how it doesn’t. Call center recruiting has changed in recent years. Maximizing hiring impact was already challenging for many SMB contact centers, even before COVID-19. COVID-19 impacts on hiring call center agents.

Call Center 118

Call Center contact center workforce Contact Center Employee engagement 118

Aspect

MARCH 8, 2018

As much as businesses rely on the internet for marketing, brand awareness and e-commerce, it can make or break a business’s reputation overnight, especially when it comes to online reviews. Using a unique algorithm G2 Crowd can calculate: (1) Market Presence, which is a measure of market share, vendor size and social impact and. (2)

contact center workforce 56

contact center workforce call center workforce Contact Center Marketing 56

Noble Systems

JANUARY 24, 2019

Above all, it was established to bring our industry-leading contact center, workforce engagement and gamification, and analytics solutions to the Eastern European market. The new location is focused on research and development for Noble’s continually expanding technology portfolio.

contact center workforce 62

contact center workforce Gamification Engineering Analytics 62