DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. August 5, 2021 Donna Fluss. 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. billion, up by a slight 0.4

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Aspect

JUNE 2, 2020

Aspect Workforce Management ( WFM ) has been a leader in the contact center workforce management industry for decades and we plan to keep it that way. Plus, get a sneak peek at what will be available later this year and in 2021. . In July, w e ’re releasing version 20 of our flagship WFM solution.

contact center workforce 62

contact center workforce Management Contact Center 62

Talkdesk

SEPTEMBER 8, 2020

Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

pindrop

JANUARY 8, 2021

Pindrop was named a hot cybersecurity company in 2021 by cybercrime magazine. Pindrop has made the list as the only contact center security provider – none of our competitors made the list. . Contact Center Security The Pindrop Way – How Pindrop® Protects. Deep Voice Engine.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Contact Center 40

DMG Consulting

SEPTEMBER 14, 2021

Workforce Management Software Improves Employee Engagement. Jul 12, 2021 Donna Fluss. However, for this selection process to work effectively, each contact center needs to have a relatively large base of workers who are trained with the necessary skills. Read this article on the publisher’s website.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Balto

APRIL 20, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Contact centers find themselves at a critical juncture. Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. How are they doing this?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Playvox

MARCH 21, 2022

If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. According to research by Goldman Sachs , five million people have left the workforce since the beginning of the pandemic, and most were over age 55 (3.4

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

Fonolo

OCTOBER 13, 2020

The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. Similarly, COVID-19 could be the best thing to happen to contact center agent attrition for a long time.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144