DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 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. New-gen solutions are the future of this mature sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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

Fonolo

MAY 7, 2015

Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Call Center 126

Call Center Management Contact Center Coaching 126

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Other support tools, like workforce management and quality management, are following as well. Real-time Customer Support Management.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Calabrio

FEBRUARY 7, 2025

Workforce Management The Top 5 Aspect Workforce Alternatives & Competitors Share Delivering exceptional customer experiences is more critical than ever in today’s competitive business landscape. Why Deploy an Aspect Workforce Alternative? Dig into the best of rest below.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. The contact center workforce was already going remote. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Other support tools, like workforce management and quality management, are following as well. Real-time Customer Support Management.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. Acknowledging and reward outstanding performance.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 It seems the hardest part about contact center gamification is just getting started.

Gamification 52

Gamification Contact Center Call Center Metrics 52

Verint

DECEMBER 15, 2017

The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. contact center industry, and likely the global contact center industry. contact center industry. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We also manage the team with the utmost respect.”.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Calabrio

MARCH 7, 2025

High turnover at contact centers poses a significant challenge for workforce management, training, and maintaining service consistency. According to one estimate , it can cost up to $20,000 on average to replace a single contact center agent. Crucially, it can also be incredibly costly.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? What is Workforce Optimization?

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Calabrio

APRIL 8, 2025

However, as sentiment analysis tools have become more advanced, and contact centers themselves have evolved, today sentiment analysis is used to analyze interactions across various channelsas well as to better understand agent sentiment giving businesses insights into both sides of their human interactions at scale.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? Frequently when the outward signs of burnout finally appear, call center managers have only a short window of opportunity to prevent the worst outcomes.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Calabrio

FEBRUARY 25, 2025

Sometimes, CX platforms are also referred to as CX management (CXM) software , platforms, or solutions. For instance: A CRM system will track and unify records of interactions to help teams manage relationships throughout the customer lifecycle. Overall Ease of Use A CX platform is only as effective as its adoption rate.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Calabrio

OCTOBER 30, 2018

Add to that the challenge for enterprise organizations to manage their fast-paced, sprawling contact centers. Enterprise customers require technology that scales quickly based on contact center volume and heightened business requirements.

Enterprise 52

Enterprise Personalization contact center workforce industry standards 52

Monet Software

JUNE 29, 2021

The right approach to call center quality management builds agents’ skills and enhances workforce engagement. Quality assurance (QA) sessions are a primary vehicle for skills-building in any contact center. QA managers can help agents build resilience by focusing on behaviors in addition to outcomes.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Calabrio

MARCH 5, 2025

Accurately measuring FCR in an omnichannel contact center requires the ability to track a single issue across multiple channels and touch points, tie together disparate contacts, and have visibility and insights into the whole situation. Empower customers with self-service to reduce contact volume.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. This way, the learning curve is more manageable and agents can celebrate their progress. #2 But QA can be so much more!

Morale 48

Morale Quality management contact center workforce Employee engagement 48

NICE inContact

OCTOBER 25, 2019

An often overlooked approach is to transition workforce optimization functions to the cloud, while keeping your ACD and PBX on-premises. You can stay in compliance AND take advantage of more modern workforce optimization functionality in the cloud. No two cloud transformations are identical.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

NICE inContact

JULY 12, 2016

Keyword mining, trend analysis and targeted quality management (QM), can unleash the full power of your contact center data and provide key insights into your contact center operations.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. August 5, 2021 Donna Fluss.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Playvox

NOVEMBER 18, 2021

In a SaaS arrangement, the software vendor hosts the application(s) and the contact center staff accesses the software through a web browser or mobile application. SaaS providers are responsible for keeping software current, maintaining hardware, managing databases, and ensuring proper security measures are in place.

contact center solutions 52

contact center solutions Cloud contact Contact Center SaaS 52

Verint

NOVEMBER 16, 2017

Customer-centricity, leveraging the power of knowledge management and increasing the speed and accuracy of work output are not new concepts in the customer engagement industry. Earlier in my career I managed the contact center workforce optimization group at one of the major North American wireless companies.

Wireless 32

Wireless contact center workforce Enterprise Customer centricity 32

DMG Consulting

APRIL 16, 2019

However, AI-enabled contact centers are the next phase for service organizations. AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

FEBRUARY 6, 2017

It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed as must-haves by contact centers. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights.

Analytics 36

Analytics Quality management Contact Center Management 36

Verint

JUNE 6, 2017

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. Intraday Management Must Improve. Intraday management is an area of weakness in most contact center WFM solutions.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Zoom International

NOVEMBER 20, 2018

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contact center workforce 96

contact center workforce Quality management Engineering Contact Center 96

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management.

Quality management 25

Quality management Coaching Contact Center Management 25

Hodusoft

NOVEMBER 29, 2022

The Five9 Intelligent Cloud Contact Center is a subscription model contact center software that’s loaded with a wide range of features, making it one of the best customer experience management platforms. It can also integrate with several third-party applications including SugarCRM and Salesforce.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Verint

DECEMBER 13, 2017

Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. Increase Employee Engagement by Providing Transparency.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Coaching 26

Verint

SEPTEMBER 8, 2017

was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through a single, unified workforce optimization platform. One of the leading industrial solutions providers in the United States and a longtime Verint customer, MSC Industrial Supply Co.

industry solution 27

industry solution Personalization Customer Experience Customer Service 27

Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). In this necessarily – mobile contact center world , that’s not a surprise.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Zoom International

NOVEMBER 7, 2018

In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence.

Contact Center 40

Contact Center Banking Surveys Metrics 40

Calabrio

MARCH 7, 2025

Workforce Management Contact Center Forecasting Guide: Methods, Tips, and Tools for 2025 Share If operational efficiency and peak performance are your top goals, then implementing a sound contact center forecasting process might be the single most important thing your organization can do.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52