DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications.

Management 62

Management Enterprise Analytics Contact Center 62

Playvox

MARCH 12, 2024

Many of Playvox’s customers leverage tools like gamification to motivate their teams. While gamification may be one option for recognition, there are many ways to build morale and celebrate success. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization.

Morale 78

Morale Gamification Contact Center Quality management 78

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

MARCH 10, 2023

Fortunately, many innovations that have been under development during the past few years are ready to be rolled out and are positioned to help contact center managers achieve their departmental and corporate objectives. Analytics-enabled quality management (AQM) (a.k.a. automated quality management). Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

COPC

MARCH 11, 2024

Do new hires feel confident in managing their workload and responsibilities? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback? What are we doing from a performance culture perspective if new hires are not aligned with their role and expectations?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Hold queues and smart call routing play a pivotal role.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

DMG Consulting

MAY 26, 2020

What technology will help us manage this shift? Additionally, two workforce optimization (WFO) applications to pay particular attention to are workforce management (WFM), and interaction analytics (IA). Question: Our contact center agents are working from home due to COVID-19 and many want to make it a permanent move.

Contact Center 48

Contact Center Technology Gamification Management 48

Monet Software

APRIL 24, 2020

Management and motivational techniques are also required to overcome these new challenges. And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Manage to the Metrics. So let’s get started! The Rules Still Apply.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Managing your contact center takes time and effort.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Agents say that they are managing more than 14 additional omnichannel interactions every day compared to 18 months ago.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams. Motivation.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Playvox

FEBRUARY 2, 2022

While managers can proactively look for the warning signs – such as irritability and impatience – without preventative measures, it’s difficult to reverse burnout once it begins. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Playvox

JANUARY 13, 2022

Maximize Workforce Engagement Management (WEM) Solutions. They can also help you manage your team’s workload, and enhance the experience of your agents. A cloud-based workforce management (WFM) solution gives you a real-time view into every agent and every channel. Quality Management (QM) Solution. Gamification.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. NewGen WFM with real-time adaptive forecasting and scheduling will revolutionize the world of workforce management.”.

Consulting 48

Consulting Consulting Marketing Management 48

Call Design

FEBRUARY 10, 2022

While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume. Managing people from home or in the office, and keeping rosters up to date can be very challenging. Efficiently Manage Workforces. Greater Flexibility.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: 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.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Playvox

MARCH 12, 2023

While key performance indicators (KPIs) are a great way to understand how efficient and effective a support center is, it never hurts to incorporate other means that can help contact center managers define success and efficiency for their contact centers. What Is Contact Center Efficiency?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

APRIL 5, 2022

Fortunately, there is a way forward: leveraging the right workforce engagement management (WEM) tools. Related Article: What is Workforce Engagement Management (And Why It Matters). It all starts with empowering and engaging agents leveraging the capabilities of the right workforce engagement management suite. Perhaps not.

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

CSM Magazine

MARCH 13, 2022

Improve interactions and identify skills gaps using quality management and advanced scoreboards to track, manage, and improve team performance, including gamification, coaching, and eLearning. Maximise performance : Create stronger teams. About the Author. Steve Joyner is VP UK&I at Avaya.

Gamification 52

Gamification Customer centricity Self service Surveys 52

DMG Consulting

SEPTEMBER 30, 2021

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. Many of the same solutions contributed to this goal, as did gamification and internal chat tools. August 5, 2021 Donna Fluss.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Playvox

AUGUST 15, 2022

According to the research: 60% of contact centers are using a hybrid model 40% of contact centers are fully remote 68% of agents work remotely 31 to 40 hours per week 64% of managers work remotely five or more days per week Only 2% of agents work on-site the entire work week. What Is The Future Of Contact Center Remote Work?

Contact Center 77

Contact Center Gamification Surveys Management 77

DMG Consulting

JANUARY 10, 2022

It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. This is where workforce optimization (WFO) (also known as workforce engagement management (WEM)) solutions are instrumental.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

NICE inContact

MARCH 29, 2018

Young Energy uses a variety of CXone solutions, including NICE inContact CXone Workforce Management Enterprise, NICE inContact inView TM Performance Management for CXone and NICE inContact CXone Quality Management Enterprise. Issues are identified and addressed immediately.

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

CSM Magazine

FEBRUARY 7, 2023

Inspire and motivate team members through gamification. Effortlessly link to workforce management (WFM) and quality management (QM) systems and messaging apps like Facebook Messenger, WeChat, or WhatsApp. This is the best way to influence brand perception, win sales, and build longer-term loyalty.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

DMG Consulting

JANUARY 8, 2018

Coaching capabilities are frequently an integrated component of quality assurance (QA)/quality management (QM) solutions, which enables coaching feedback to be appended to evaluation forms and/or the recorded interaction. periods of low volume) to minimize customer and contact center impacts.

Coaching 48

Coaching Contact Center Gamification Analytics 48

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. This is where workforce optimization (WFO) suites fit in.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

NICE inContact

JULY 25, 2019

Recognition via a performance management program in the workplace can fulfill that need and keep employees around longer. Challenges can consistently be given through gamification tools. It doesn’t have to be a time-consuming task either, you can unify coaching capabilities via powerful performance management.

Call Center 56

Call Center Gamification Coaching Surveys 56

Serenova

JUNE 11, 2019

Workforce management tools can help contact centers deliver these kinds of benefits by optimizing staffing and increasing forecast accuracy so you always have the right number of agents available to meet service levels while improving agent engagement and satisfaction. Connect Performance Management to Purpose.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

DMG Consulting

NOVEMBER 1, 2017

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” WFO suite vendors who have not kept their solutions and architecture up-to-date are feeling the impact as enterprises look to different providers for workforce optimization capabilities.

Consulting 48

Consulting Consulting Marketing Gamification 48

Customer Centric Support

SEPTEMBER 1, 2016

This will give everyone buy-in to the decision making process and they will no longer be victim to the “change of the week” from senior management. Competition can be a great motivator, and should be sprinkled into your reward / gamification programs for variety. 3 – Polarizing Quality Management. Check it out here.

Customer Service 48

Customer Service Gamification Quality management Customer centricity 48

Aspect

SEPTEMBER 21, 2018

Issue a company computer to manage security and software compliance. Define a business process that mandates a ticket be logged in your system if an issue persists over a specified period of time, and notification to the workforce management team to enable adjustments as appropriate. Ensure the location is secure. Measure and Monitor.

At home agents 78

At home agents Coaching Gamification Metrics 78

DMG Consulting

MAY 25, 2018

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Knowledge Management Product and Market Report. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Serenova

JUNE 20, 2019

The goal of Gen Z @ Work is to offer insights into how best to recruit, retain, motivate and manage this important demographic. Performance management tools can help here. You can also increase engagement by using gamification techniques to reward them when specific goals are achieved. Challenge: FOMO.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40