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

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. the Same Time. We all love a win-win.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Aspect

APRIL 2, 2020

All of this sounds good for certain types of roles, but we know our contact center workforce needs to work at times when customers need to communicate with our company, which we have painstakingly planned and update d continuously using w orkforce m anagement.

contact center workforce 129

contact center workforce Morale Contact Center Surveys 129

UJET

JULY 7, 2020

Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Fonolo

NOVEMBER 3, 2022

TIP: Conducting anonymous employee satisfaction surveys is a great way to determine how team members feel about their jobs. All of these activities contribute to a more engaged contact center workforce. First call resolution rate. Occupancy rate. Agent churn. Call volume. Call abandonment rate. Employee happiness level.

Call Center 128

Call Center Interactive Voice Response First call resolution Contact Center 128

Calabrio

MARCH 7, 2025

Identify Key Sources of Agent Stress A Salesforce survey found that 71% of service agents in contact centers had considered quitting in the past six months and 69% considered leaving customer service entirely. Stay Connected and in Communication If youre unaware of which stressors are weighing down your team, its best to ask.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

UJET

JULY 7, 2020

Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Calabrio

FEBRUARY 25, 2025

Calabrio ONE: The Best CX Management Platform for Contact Centers Calabrio ONE is a contact center workforce optimization software that unites workforce management, conversation intelligence, and AI-driven business intelligence solutions within one comprehensive suite.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Calabrio

MARCH 31, 2025

But dont take business leaders word for it: this research bears out in employee surveys as well. Types of Call Center Gamification Contact center gamification can take a variety of forms. Look to leverage robust solutions fully integrated within comprehensive contact center workforce software platforms.

Gamification 52

Gamification Contact Center Call Center Metrics 52

Aspect

JANUARY 21, 2019

A recent Aspect survey of 500 consumers showed that 72 percent of consumers would rather interact with a happy agent and have their experience take longer than deal with an uninterested agent. 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

Playvox

MARCH 21, 2022

Related Article: 9 Ways a Collaborative Culture Benefits Your Contact Center. In a survey by AARP, 79% of older employees said that working with younger workers gave them a chance to pass along experience and knowledge. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

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. I wanted to know how contact center leaders were feeling about their staffing plans. Before hitting the road for my Nashville “tour,” I did a sample poll.

Contact Center 79

Contact Center Finance contact center workforce Surveys 79

Noble Systems

MAY 4, 2021

The call center largely began to receive inbound phone calls from customers to handle questions, customer service, etc. Enterprising groups started to use the call center for outbound calls, too, for sales, surveys, or follow-up. The Contact Center was the next evolution.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

NobelBiz

APRIL 2, 2024

RELATED ARTICLE How to Report and Analyze Like a Pro: 10 Best Practices for Reporting and Analytics in a Contact Center Workforce Management Tools Sophisticated workforce management tools optimize agent scheduling, forecasting, and performance tracking, ensuring optimal resource utilization and productivity.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Etech GS

OCTOBER 23, 2019

Whether the employees are human or robotic, workforce optimization helps teams to work smarter instead of harder. As the name suggests, contact center workforce optimization involves using managerial practices to ensure maximum productivity meets maximum efficiency. However, the focus is still your customers.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

Calabrio

MARCH 5, 2025

Analyze feedback from surveys and social media to identify recurring problems. And book a free demo of the Calabrio ONE suite to see how our leading contact center workforce engagement management solutions can help you empower agents and elevate the customer experience.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

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.

Consulting 62

Consulting Consulting Marketing Management 62

NICE inContact

AUGUST 12, 2019

This complexity is probably why a 2018 ICMI survey of 600+ call centers found that less than 1/3 of contact centers are very satisfied with their existing scheduling process. Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

Monet Software

JUNE 29, 2021

A QA manager, for example, might be looking for improved customer satisfaction scores in post-call surveys, while the agent is mostly worried about getting flustered in certain scenarios, which compromises their service quality. You might be surprised how the focus shifts. Yet there will be occasions when there is no choice but to let go.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

NICE inContact

AUGUST 12, 2019

This complexity is probably why a 2018 ICMI survey of 600+ call centers found that less than 1/3 of contact centers are very satisfied with their existing scheduling process. Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

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.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

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. It also presents customer satisfaction survey results that rate the vendors and their products.

Consulting 59

Consulting Consulting Marketing Management 59

NobelBiz

OCTOBER 6, 2020

Maybe a surprise for some and confirmation for others, but the contact center industry seems to have adapted quite well to the new reality of remote work. This shift in working methodology opened the contact center workforce market, especially to people with disabilities or homebound.

Contact Center 52

Contact Center contact center workforce Banking Call Center 52

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.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM).

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

Playvox

JANUARY 25, 2024

Workforce management for contact centers is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Serenova

APRIL 9, 2019

These two generations now make up a growing proportion of contact center agents. Millennials, for example, are almost 70% of the contact center workforce, according to SmartCustomerService.com. Research suggests they’re also the agents who are least happy with their jobs and most likely to leave.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

Noble Systems

AUGUST 8, 2019

According to Matt Coffey, GM at Sekure Merchant Solutions, “Based on first-day surveys done prior to deploying gamification, only 40-50% of them knew their goals. Embracing remote agents for part or all of your contact center workforce offers great benefits to both employees and employers.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Noble Systems

MAY 4, 2021

The call center largely began to receive inbound phone calls from customers to handle questions, customer service, etc. Enterprising groups started to use the call center for outbound calls, too, for sales, surveys, or follow-up. The Contact Center was the next evolution.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Calabrio

MARCH 30, 2016

When a company leverages a data mart that combines analytics from the contact center, workforce management, CRM systems, website, social media, surveys, product engagement etc., As reported in VentureWire , “investors poured a record $572.3

Analytics 40

Analytics contact center workforce Contact Center Engineering 40

Hodusoft

NOVEMBER 29, 2022

This blog post lists the top 10 contact center solutions that gained a lot of popularity in 2022 and are poised to keep up the momentum in 2023 and beyond. 10 top contact center software for business success Now the question comes “why top 10 contact center software?” Cons : Some reports of technical issues.

Contact center software 40

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

Verint

MAY 11, 2015

They’ve reduced non-production time by seven percent, reduced overall costs while handling increased volumes, and increased employee engagement ratings on their yearly survey. Survey comments attributed the increased job satisfaction to having visibility into their performance metrics and the organization’s performance against goals.

Management 42

Management Coaching Employee engagement Healthcare 42

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. This is where ZOOM's NPS® customer satisfaction surveys step in and help take your organization a step further. The survey is only the beginning.

Contact Center 40

Contact Center Banking Surveys Metrics 40