DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report.

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contact center workforce Consulting Consulting Contact Center 48

Calabrio

MARCH 7, 2025

Call Center Attrition Rates: Understanding the Problem Before we dive into solutions, it’s crucial to understand the scope and underlying drivers of call center attrition. What exactly does it mean, how is it measured, and what are the current industry trends? Contact center industry averages vary.

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Call Center Benchmark Gamification Contact Center 52

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Social Media as a Contact Center Touchpoint.

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Contact Center Gamification contact center workforce Education 73

Noble Systems

JANUARY 24, 2019

Above all, it was established to bring our industry-leading contact center, workforce engagement and gamification, and analytics solutions to the Eastern European market. The new location is focused on research and development for Noble’s continually expanding technology portfolio.

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contact center workforce Gamification Engineering Contact Center 62

Aspect

JANUARY 21, 2019

And happy employees are vital to an effective contact center. Much has been written by industry analysts, and studies have shown the direct relationship between agent happiness and customer happiness. A fun environment where employees can interact with their peers : Add individual and team gamification with awards and badges.

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contact center workforce Morale Contact center software Contact Center 75

CSM Magazine

MAY 22, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.”

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Coaching Contact Center contact center workforce Gamification 52

Noble Systems

APRIL 14, 2021

The call center industry especially is known for high employee attrition rates. An effective workforce management and scheduling tool helps manage flexible shifts and reduces administration time. Here are five best practices to help achieve the best outcomes while maintaining an at-home contact center workforce.

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virtual call center Call Center call center solutions call center software 98

Balto

SEPTEMBER 21, 2022

Louis, MO — Balto, the leader in uniting contact center agents with AI for better conversations, is excited to announce the release of a suite of features for its market-leading real-time guidance platform dedicated to improving the agent experience in the contact center. Gamification.

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DMG Consulting

APRIL 15, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Management Product and Market Report. For more information, visit www.dmgconsult.com. # # #.

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Noble Systems

JANUARY 24, 2019

Above all, it was established to bring our industry-leading contact center, workforce engagement and gamification, and analytics solutions to the Eastern European market. The new location is focused on research and development for Noble’s continually expanding technology portfolio.

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contact center workforce Gamification Engineering Contact Center 40

DMG Consulting

MARCH 11, 2021

Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments.

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Consulting Consulting Marketing Management 59

Verint

AUGUST 17, 2017

To test the validity of this research and the overall industry concern with employee engagement, I included formal questions addressing the subject in the 2017 industry-wide survey that Saddletree Research is currently conducting in conjunction with the NACC. People are the hard part.”. Watch this space!

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Employee engagement Contact Center contact center workforce Gamification 30

DMG Consulting

APRIL 16, 2019

Artificial intelligence (AI) is seeing rapid adoption across industries. As contact centers are people-intensive organizations where agents account for approximately 65 percent to 75 percent of departmental costs, it makes sense that businesses are looking for ways to reduce their dependence on live agents and help them be more productive.

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Contact Center Interactive Voice Response Analytics Self service 48

NobelBiz

MAY 22, 2022

We’ve relied on the knowledge of three experts with decades of experience in the contact center space and call center workforce management in particular. Jennifer Brown Jennifer has 35 years in the call center industry, with the last 25 spent in leadership. Let’s meet the experts!

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call center workforce Call Center Management Gamification 52

Balto

APRIL 20, 2023

The industries feeling the most pressure are Transportation, Travel & Hospitality, Collections, Insurance, and Financial Services. Contact centers that prioritize AHT are under the most pressure, while the least under-pressure leaders emphasize a focus on CSAT instead. How do AHT and CSAT function alongside one another?

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Contact Center Real estate Transportation Average Handle Time 52