DMG Consulting

MARCH 2, 2021

Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools. The benefits of gamification solutions go far beyond the crucial need to enhance employee engagement.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

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. While many companies are applying IA findings in a single department, other organizations have started to combine the output with other enterprise data.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

DMG Consulting

APRIL 1, 2021

Interest in workforce planning has picked up over the last few years as companies have looked for ways to improve employee engagement. But maybe there is another way, one the pandemic brought home for enterprises. It’s the year of workforce management (WFM), despite (or maybe because of) the pandemic.

Management 67

Management At home agents Contact Center Self service 67

DMG Consulting

JANUARY 10, 2022

Organizations that want to realize the benefits of the digital channels and self-service solutions that their customers increasingly prefer need to enhance both the customer and agent experience. It’s time for many of these WFO/WEM applications to become standard employee productivity and engagement tools.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

CustomerServ

DECEMBER 16, 2022

Expect BPOs to invest more in employee engagement and amenities. Throughout 2022 and into 2023, more brands are asking their BPOs to move agents back in-center, or at least move to a 60/40 or 70/30 in-center vs. remote hybrid. The focus shifted to HR in 2022, and we expect this to continue throughout 2023 and beyond.

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

Xaqt

JUNE 1, 2020

All the while, Virtual Agents and Robotic Process Automation (RPA) threaten to eliminate much of the human capabilities that outsources have built their business on. Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky.

Best practices 140

Best practices Feedback Call Center Coaching 140