2020 Analytics contact center workforce 
Aspect
JULY 15, 2020
The 2020 survey shows that 96% of Millennial agents and 97% of Gen Z agents own smartphones. Aspect Workforce Optimization Version 20 allows contact center employees to be immediately mobile, so the workforce can be adapted to whatever new condition these uncertain times may bring. .
Noble Systems
SEPTEMBER 8, 2020
Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience.
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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.
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. To order, visit www.dmgconsult.com.
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.
UJET
JULY 7, 2020
Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. This raw data is inputted into native analytics and reporting tools to provide deep insights.
UJET
JULY 7, 2020
Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. This raw data is inputted into native analytics and reporting tools to provide deep insights.
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