Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Calabrio

MARCH 7, 2025

Make it fun with gamification: Inject some excitement into the workday with call center gamification tools. Add Self-Scheduling Tools to Your Tech Stack Leveraging agent self-scheduling tools can put better work-life balance and flexibility right in the hands of your agents.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Noble Systems

SEPTEMBER 29, 2020

Optimize operational performance and lower costs – Get the critical data and feedback you need to effectively and efficiently manage agent and workflow processes across functions and teams, giving you a unified view of contact center performance. Workforce Management. Gamification. The Noble Workforce Optimization Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

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. For agents working at home, the pandemic has also shifted their work/life balance in often unexpected ways.

Consulting 59

Consulting Consulting Marketing Management 59

DMG Consulting

APRIL 16, 2019

Contact centers and back offices will merge in the next 10 years (0.3). Self-service solutions will eliminate the need for live agents in the next 10 years (0.1). As the quality and effectiveness of self-service solutions improve, the number of contact center seats will decline.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

CSM Magazine

JANUARY 25, 2023

Build a team of brand guardians —as consumers continue to tighten their belts, competition is fiercer than ever and contact centres need to engage more intimately with customers to influence brand perception, win sales and build longer-term loyalty.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52