NICE inContact

APRIL 13, 2016

Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Are your agents prepared to answer customers’ questions? There is no better way to manage your agents’ schedules then with this efficient and effective system.

Contact Center 69

Contact Center Management At home agents Coaching 69

Aspect

SEPTEMBER 21, 2018

Not everyone makes the perfect work at home agent. Define the Home Office. Your agent’s ability to work from home will define the success of your program, and will have a direct impact on the customer experience delivered. Define strategies to support the launch or new work at home agents.

At home agents 78

At home agents Coaching Gamification Metrics 78

DMG Consulting

AUGUST 3, 2020

It helps companies improve the customer experience (CX) while also improving employee engagement and reducing operating expenses. The pandemic demonstrated another practical application of IA, using it to oversee and manage at-home agents. Final Thoughts. IA is one of the lucky solutions.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. Calabrio’s scores led each of these categories. About Calabrio.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

DMG Consulting

JANUARY 10, 2022

The working world has changed, and so must contact centers; companies that want to be able to hire and retain great agents must listen and respond to their needs and create a more flexible and engaging work environment that enables them to deliver a consistently outstanding customer experience (CX).

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Serenova

OCTOBER 7, 2020

The longevity of the pandemic, however, has provided the focus needed to invest in the right mix of people, process, and flexible cloud-based software to better ensure business continuity — not only for two or three more months of remote work from home operations, but for the foreseeable future. Don’t micro-manage agents.

Call Center 52

Call Center Contact Center virtual call center At home agents 52