DMG Consulting

APRIL 1, 2021

Workforce Management in 2021: Better than Ever. Interest in workforce planning has picked up over the last few years as companies have looked for ways to improve employee engagement. Using at-home agents makes it easier to address these challenges and is also expected to decrease the “fall-off” rate slightly.

Management 67

Management At home agents Contact Center Self service 67

DMG Consulting

JANUARY 10, 2022

Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021. There is a great opportunity to use WFO/WEM applications throughout enterprises, beginning in back-office departments, to improve quality, employee engagement, and productivity. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

CustomerServ

DECEMBER 16, 2022

If 2020 and 2021 were years of change, transformation, and tumult in the business process outsourcing (BPO) world, how do we describe 2022 ? Expect BPOs to invest more in employee engagement and amenities. We started seeing a preference for in-center agents in Q2 of 2021 until the Delta Variant spread.

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62