At home agents Quality management Trends 
DMG Consulting
JULY 5, 2020
Set up a daily communication session between supervisors and each at-home agent. Part of each supervisor’s job should be to keep at-home agents informed of all work-related meetings and to make sure their agents are well. Use internal chat for handling most agent inquiries. working space, security, and more.
NICE inContact
APRIL 13, 2016
This tool allows managers to search for specific key words, terms or phrases, then create a report showing the trends in your contact center. inContact Workforce Management helps you forecast trends to better staff your contact center during these busy times, preventing instances of over and under scheduling.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
DMG Consulting
AUGUST 3, 2020
Companies, especially their contact centers, have figured out how to apply IA findings on a historical basis and are starting to take advantage of its real-time information, a trend that is paying off in companies that are willing to change their processes, something that the pandemic may have helped along.
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.
CSM Magazine
JANUARY 27, 2021
DMG, a leading independent contact centre research and consulting firm, annually conducts reports on the workforce optimisation (WFO) industry, including market trends and challenges, predictions and vendor market share, as well as an extensive customer satisfaction survey to measure end-user experience with vendors and their products.
DMG Consulting
JANUARY 10, 2022
Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud. Analytics-enabled quality management (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers.
DMG Consulting
SEPTEMBER 20, 2021
The playbook for the “new normal” will likely follow three major trends: the migration to the cloud, digital transformation, and the adoption of smart technologies (artificial intelligence and automation). The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists.
Expert insights. Personalized for you.
84 
Let's personalize your content