DMG Consulting

JANUARY 29, 2021

Answer: Remote workers, whether performing their job responsibilities off-site temporarily as a result of the pandemic, or agents who regularly rotate between home and contact center locations, as well as dedicated work-at-home employees, depend on mobility to help them effectively and efficiently perform their jobs anytime, anywhere.

Gamification 101

Gamification At home agents Self service Contact Center 101

DMG Consulting

AUGUST 3, 2020

Interaction analytics (IA) is a highly valuable application for contact centers, with even higher potential for making major contributions to other enterprise departments. The pandemic has changed contact centers in what is hopefully a lasting way. The uses of IA have been expanding inside and outside of contact centers.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

DMG Consulting

MARCH 2, 2021

Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools. These solutions provide a framework for operationalizing and incentivizing KPI-based achievements using the metrics that matter most to the contact center and the enterprise.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

DMG Consulting

SEPTEMBER 20, 2021

Contact Centers’ Road Map to Success in the New Normal. Contact Centers Moving Forward at an Accelerated Pace. Adding digital channels is a step in the right direction and a necessity for contact centers of all sizes in all verticals, but it is just the beginning. May 25, 2021 Donna Fluss.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

DMG Consulting

APRIL 1, 2021

Identifying methods for improving scheduling flexibility is an enterprise concern and opportunity, although contact centers have it toughest, with little apparent flexibility as they must maintain strict schedules to ensure they have the right number of resources with the necessary skills to respond to the projected volume of interactions.

Management 67

Management At home agents Contact Center Self service 67

Outsource Consultants

NOVEMBER 17, 2021

Support – BPOs continue to refine training and agent support, including customer experience as well as employee experience. Specialization – Many outsource contact centers pride themselves on being flexible enough to help many types of clients, but others have chosen to double down on a handful of core industries and services.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

Advantage Communications

JUNE 4, 2019

That’s why the contingent workforce, which is made up of contractors, freelancers and consultants, now makes up a staggering 30 percent of the entire US Workforce. Today, we live in a connected world where workers are able to work for the brands they love from any corner of the globe.

At home agents 40

At home agents call center solutions Call Center outsourcing 40

DMG Consulting

APRIL 20, 2020

If you had any doubt about the benefits of using a contact-center-as-a-service (CCaaS) solution, the Coronavirus pandemic has likely put them to rest. of contact center seats were in the cloud, according to DMG Consulting research. Work at Home vs. Work in Office. What Contact Center Managers Do Now.

Contact Center 62

Contact Center Government Cloud contact Quality management 62

DMG Consulting

APRIL 6, 2022

As if the pandemic weren’t challenging enough, the Great Resignation, driven in large part by the pandemic, has added another layer of complexity to enterprise planning, including the decision about where employees will work – on-site, at home, or hybrid—during the next year. There is no point in looking beyond 2022.

Real estate 62

Real estate Contact Center Enterprise Surveys 62

COPC

OCTOBER 22, 2021

Our certification services are based on the COPC CX Standard, a performance management system for contact centers and CX operations. The COPC CX Standard is available in three versions: Contact Centers, Release 7.0. We have 55 consultants with an average of 21 years of experience located in 22 countries.

At home agents 52

At home agents Contact Center Best practices Technical Support 52

Outsource Consultants

MARCH 31, 2022

With this in mind, Outsource Consultants has come up with some innovative ways for you to cut costs related to customer support. We all know that technology has become an essential part of the contact center industry, but we often forget why. Better Utilize Technology.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

Skybridge

JULY 21, 2020

I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. If you would like to know more about how Skybridge Americas can help you deliver superior customer experience with high performing teams of at-home agents, please reach out. You can read the entire article below. We would love to talk!

At home agents 52

At home agents Wireless Government Contact Center 52

Taylor Reach Group

JUNE 20, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Chat is one of many tools in the Contact Center arsenal and we need to understand where it can work best and why. .

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Outsource Consultants

DECEMBER 14, 2020

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020?

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

Outsource Consultants

JUNE 1, 2020

For the call center industry, it’s becoming apparent that the at-home agent model is here to stay. The at-home-agent model is the most functional approach during uncertain times, safeguarding services from the impact of pandemics, weather, traffic, and unforeseen issues with on-site facilities.

At home agents 76

At home agents Gamification Call Center Consulting 76