Taylor Reach Group

JUNE 26, 2017

Inside this issue: Will AI Mean Less People and More Profit in the Contact Center? Apple Business Chat - A Contact Center Perspective . 4 Top Trends for Contact Centers . Technology Contact Centers Must Have for 2018 . The Secret Weapon of Call Centers . Continue reading here .

contact center workforce 48

contact center workforce Contact Center Call Center Analytics 48

Verint

AUGUST 17, 2017

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.”.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Verint

FEBRUARY 10, 2016

Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

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 The Future of WFO.

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

airespring

FEBRUARY 29, 2016

Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. With 2016 already under way, use these numbers to measure where you sit on the contact center curve. 40% of contact centers “have no tools to analyze data.”.

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

Verint

FEBRUARY 29, 2016

The not-for-profit National Association of Call Centers (NACC) is gathering the data needed for continued contact center research in 2016. Can you spare five minutes of your time? I have an opportunity for you to make your voice heard.

Call Center 21

Call Center Surveys Contact Center contact center workforce 21

Verint

SEPTEMBER 19, 2017

In fact, a 2016 study by Deloitte revealed that Millennial workers rate a good work/life balance at the top of the list of importance when choosing a job. 1 This could mean offering these workers flexible work hours, job sharing, remote working and other perks that may challenge today’s workforce managers.

Employee engagement 32

Employee engagement Contact Center Surveys Management 32