DMG Consulting

JULY 20, 2022

DMG Consulting Releases 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . The numbers reflect the strength and resilience of this market .

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 21 March 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Calabrio

APRIL 23, 2025

Together, these enhanced capabilities help make our leading workforce management software even more agile, intelligent, and empowering. Todays contact centers face key challenges within and beyond their organizations directly related to workforce management.

Contact Center 52

Contact Center contact center workforce Agent Empowerment Abandon rate 52

CCNG

SEPTEMBER 11, 2024

The shift to remote work prompted contact centers to adapt their workforce management strategies. Staying abreast of these trends is key to driving success and redefining the future of contact center operations. CCNG would like to thank our colleagues at Venturesathi for sharing these insights.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 14th Annual Workforce Optimization (WFO) Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Calabrio

FEBRUARY 25, 2025

In a 2024 G2 report based on input from real users, NICE WFMs Ease of Setup score was the lowest among leading contact center workforce software providers. Strong industry expertise: Verint has deep expertise in the contact center industry. And the reports are not flexible.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Monet Software

MARCH 10, 2021

Although there is a lot of truth to that old saying, “the only constant is change,” the work-from-home agent is likely to become a permanent feature of the industry landscape. The contact center workforce was already going remote. Suffice it to say, remote call center workforce management was gaining steam.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Monet Software

JANUARY 20, 2021

As a long-time industry analyst focused on the contact center workforce optimization market, I have long questioned why small to medium-size (SMB) businesses do not get more love from the major WFO vendors. Since 2007 Pelorus Associates has authored 19 comprehensive reports on WFO applications.

contact center workforce 118

contact center workforce Contact Center Service level Engineering 118

Aspect

JANUARY 12, 2018

Other industries are quickly catching on for services such as furniture moving, dog walking and at-home makeup styling and the contact center isn’t far behind. In the contact center, you can think of customer contacts as representing the work to be done (or the packages to be delivered in the case of Amazon).

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Calabrio

FEBRUARY 7, 2025

This allows for streamlined contact center workforce management thats supported AI-powered conversation intelligence solutions , like quality management, interaction analytics, and moreall within a unified platform.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Contact Center 97

Contact Center Analytics contact center workforce Technology 97

Calabrio

FEBRUARY 7, 2025

In the 2024 G2 Grid Report for Contact Center Workforce products , Verint users ranked the platforms quality of support among the lowest of any market leaders. Below, well cover these prominent Verint competitors: Calabrio ONE Aspect Workforce (Formerly Alvaria) NICE Talkdesk Genesys 1.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

ShepHyken

APRIL 14, 2017

Plagued by rising costs, employee churn, absenteeism and declining standards, contact centers across the world are facing a combination of challenges unprecedented in the 50-year history of the industry. Without it, you might as well employ a bunch of robots.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

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.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

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.

contact center workforce 62

contact center workforce Gamification Engineering Contact Center 62

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.”

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

Calabrio

FEBRUARY 28, 2025

And in the realm of the contact center, both terms fall within the scope of interaction analytics solutions and conversation intelligence. The role of AI in voice analytics AI is now already responsible for no shortage of innovations in an array of industries, including in the contact center. Request a demo now.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

Aspect

JUNE 2, 2020

Aspect Workforce Management ( WFM ) has been a leader in the contact center workforce management industry for decades and we plan to keep it that way. In July, w e ’re releasing version 20 of our flagship WFM solution.

contact center workforce 62

contact center workforce Management Contact Center 62

Aspect

NOVEMBER 13, 2018

G2 Crowd Grid ® for Contact Center Workforce Software. What do G2 Crowd reviews show about Aspect Workforce Management software? We think it’s the best in the industry but don’t just take our word for it, ask our customers!

Management 75

Management contact center workforce Enterprise Contact Center 75

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. Stay tuned for our next blog explaining how we are using Workforce AI to make life easier for the entire workforce.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Calabrio

APRIL 24, 2025

Significant Compliance Blind Spots: In regulated industries, failing to catch compliance breaches can lead to hefty fines and reputational damage. This comprehensive compliance risk management is especially crucial in regulated industries. Relying on a small sample size means many interactions with potential compliance failures (e.g.,

Quality management 52

Quality management Customer Experience Management Coaching 52

NobelBiz

APRIL 2, 2024

The NobelBiz OMNI+ omnichannel contact center software was designed to accommodate any contact center setup, regardless of the number of seats or complexity of operations. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Serenova

APRIL 16, 2020

The Serenova professional services team has deep experience in the contact center industry. To learn more about the CxEngage Rapid Response program, click here or contact us now. Enhanced Customized IVR Quickly Connects Employees to Resources.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Noble Systems

MAY 4, 2021

Noble works with a wide range of organizations, from small and mid-size businesses to large enterprises, across a range of industries. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

Noble Systems

APRIL 14, 2021

The call center industry especially is known for high employee attrition rates. Here are five best practices to help achieve the best outcomes while maintaining an at-home contact center workforce. A cloud-based contact center makes the transition to a remote workforce, quick and easy.

virtual call center 98

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

Calabrio

MARCH 5, 2025

As you measure, and attempt to optimize, your contact centers first call resolution rate, its crucial to keep benchmarks and industry standards in mind. Research from the SQM Group finds that the average FCR across all industries is about 68%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Calabrio

OCTOBER 30, 2018

With this release , Calabrio introduces powerful enterprise scalability and management capabilities including: New workforce management features to drive accuracy and predictability into scheduling and forecasting for large contact center workforces.

Enterprise 52

Enterprise Personalization contact center workforce industry standards 52

Fonolo

NOVEMBER 29, 2018

Social Media as a Contact Center Touchpoint. Understanding these trends will help strengthen your contact center game, and give you “hero status” with both customers and employees. Read on about these industry issues and trends so that you can power-up and defy the odds in 2019. Storyline: Gamification.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Vistio

FEBRUARY 1, 2024

The rise of remote work brought about by the global pandemic has had significant implications on various industries, with contact centers being no exception. By immersing remote agents in real-world customer interactions, your contact center workforce can develop the confidence and competence needed to succeed in their roles.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

Playvox

APRIL 19, 2022

Just an amped up audience of contact center workforce planning rock stars ready to talk about why customer support capacity planning as we know it must change. My presentation was called “And Now We R.O.C. Radically Operationalized Capacity Planning.”. There was no body surfing, pyrotechnics, or cell phone “lighters.”

Contact Center 79

Contact Center Finance contact center workforce Surveys 79

Fonolo

MAY 7, 2015

And that involves everything from deciding operational strategies, analyzing and developing call center technology and processes, meeting the financial objectives of the call center, and recruiting, training, and administering all employees. Oh, and don’t forget staying abreast of the latest contact center industry news.

Call Center 126

Call Center Management Contact Center Coaching 126

Interactions

JULY 7, 2022

Read on to learn 6 reasons that investing in Conversational AI applications like virtual agents can optimize the contact center workforce to keep customer experience and scalability high: Handle unlimited volume. The post How Conversational AI Can Optimize Your Workforce appeared first on Interactions.

Virtual Agent 62

Virtual Agent contact center workforce Contact Center Advertising 62

Calabrio

MARCH 22, 2025

Managing People: Workforce Management in the Contact Center Despite the digital transformation of contact centers and the even more recent rise of artificial intelligence, contact centers are still fundamentally fueled by human action.

Best practices 52

Best practices Contact Center Management Call Center 52

BlueOcean

JULY 15, 2024

No matter the root cause, agent attrition can wreak havoc on customer care, impacting their ability to meet the needs of their customers as well as the expected KPIs of the contact center—and even the overall morale of their contact center workforce.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

NobelBiz

OCTOBER 6, 2020

In consequence, various industries seemed to have arrived at different conclusions when it comes to the work-from-home model. The latest news from the workforce market seems to point out that the contact center industry has settled for a clear model.

Contact Center 52

Contact Center contact center workforce Banking Call Center 52