2018 and contact center workforce - Customer Contact Central

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 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, 23 May 2018.

contact center workforce

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DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 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. Contact center WFO revenue grew at an even faster rate, 12.1%

contact center workforce

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DMG Consulting Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report.

contact center workforce

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

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

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What’s Holding Back the Contact Center Industry?

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal.

Contact Center

Contact Center contact center workforce Gamification Call Center

The Top Contact Center Trends to Watch in 2019 [White Paper]

Fonolo

NOVEMBER 29, 2018

As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. So many storylines, so little time. And as in any classic comic book, the storylines are familiar and sometimes predictable, but we foresee them taking captivating turns in the new year.

Contact Center

Contact Center Gamification contact center workforce Education

Top Workforce Engagement Trends for 2018

Verint

JANUARY 8, 2018

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018. More than ever, the customer engagement center has become a focal point for automation and shared intelligence.

Contact Center

Contact Center Marketing contact center workforce Gamification

Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

AUGUST 12, 2019

This complexity is probably why a 2018 ICMI survey of 600+ call centers found that less than 1/3 of contact centers are very satisfied with their existing scheduling process. Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

Contact Center

Contact Center Management contact center workforce Employee engagement

Customer Reach – July Newsletter

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

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Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

AUGUST 12, 2019

This complexity is probably why a 2018 ICMI survey of 600+ call centers found that less than 1/3 of contact centers are very satisfied with their existing scheduling process. Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

Contact Center

Contact Center Management contact center workforce Employee engagement

Teleworking is happening and it’s changing the employment landscape

Spearline

MAY 30, 2019

” (Source: “10 Remote Work Trends That Will Dominate 2019”; Forbes, 21 Dec 2018 - Abdullahi Muhammed, Contributor). Contact centers across the globe are embracing the potential of flexible, remote workers to augment their workforce, provide seasonal coverage, and more.

Telecommunications

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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. billion for the first half of 2018. Over the past 15 years, total WFO revenue has gone from $803.4 million in 2003 to approximately $1.7 But market growth is just a part of the story.

Contact Center

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Employee Engagement: Facing the Future Part 2

Verint

SEPTEMBER 19, 2017

One such indicator, illustrated in Figure 1 below, is the fact that 19 percent of the industry will be upgrading or replacing their workforce management software during 2018, likely in preparation for the changes that lie ahead. contact centers are using either employee communities or employee chat boards, or a combination of both.

Employee engagement

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Developing Customers for Life—An Enterprise Workforce Management Example

Verint

MAY 2, 2017

We recently announced that we have received perfect scores—five out of five—in several key product satisfaction categories in DMG Consulting LLC’s new “2017/2018 Workforce Management Product and Market Report.”. Once again Verint solutions have been recognized, this time by DMG Consulting.

Enterprise

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Got Joy? Happiness Guru Shawn Achor to Speak at Verint Engage 2018

Verint

MARCH 29, 2018

Shawn Achor, founder, GoodThink, Inc. and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17.

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