Noble Systems

MAY 4, 2021

In that time, we’ve seen a lot of changes – in technology, in customer behaviors, and even in employee expectations. 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

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 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. compared to 2017.

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

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

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

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

Noble Systems

OCTOBER 24, 2019

What you notice, however, is that other companies are investing in automation as part of their contact center technology. Research shows that 60% of contact center managers say that automation should augment your workers, not replace them. When companies invest in automation for the contact center, everyone wins.

contact center workforce 52

contact center workforce Contact Center Metrics Analytics 52

Calabrio

FEBRUARY 25, 2025

NICE CXone has long been a recognized name in the contact center space, but today, its far from the only solution equipped to solve contact centers management and engagement needs. Dig into some of the challenges NICE users face hereand explore some of the top NICE WFM competitors and alternatives.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

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

Noble Systems

OCTOBER 24, 2019

What you notice, however, is that other companies are investing in automation as part of their contact center technology. Research shows that 60% of contact center managers say that automation should augment your workers, not replace them. When companies invest in contact center automation, everyone wins.

contact center workforce 44

contact center workforce Contact Center Metrics Analytics 44

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. During this time, autonomous vehicle technology has advanced incrementally.

Self service 111

Self service Contact Center contact center workforce Banking 111

Monet Software

MARCH 10, 2021

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. Numerous companies had adopted it as their sole workforce model, among them many SMBs that found in remote agents a flexible, low-overhead workforce option.

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. There are approximately 70,000 contact centers in the United States, and 88 percent of these have 150 or fewer agents.

contact center workforce 118

contact center workforce Contact Center Service level Engineering 118

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

Contact centers have evolved into hubs for not only providing support but also gathering insights, fostering customer loyalty, and driving revenue. Limited Integration Options In today’s interconnected technology landscape, seamless integration with existing systems is crucial.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

Fonolo

NOVEMBER 3, 2022

All of these activities contribute to a more engaged contact center workforce. Find inefficiencies in your technology and determine how to correct them. Find inefficiencies in your technology and determine how to correct them. Take stock of your technology and determine if it’s meeting your needs.

Call Center 128

Call Center Interactive Voice Response First call resolution Contact Center 128

Aspect

MAY 15, 2018

The AI market is somewhat unique, as far as new technologies go, because we have a clear standard for what the technology should be able to achieve: the same physical and intellectual capacity that we have as human beings. We could use a simple Boolean equation or a decision tree or a deep neural network to make the decision.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

Calabrio

FEBRUARY 28, 2025

And with the help of voice analytics solutions, call centers can leverage AI to turn the voice of the customer into a source of valuable insights. Voice analytics, in short, is technology that transforms spoken words into actionable insights. What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

Aspect

JANUARY 12, 2018

With more part-time workers, contact centers also have a more agile workforce that can ramp up and down quickly, matching contact center staffing to call volumes WAH has huge momentum, and its growth will help make part-time contact center work commonplace.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Only 7% said their technologies were “well integrated.”

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

ShepHyken

APRIL 14, 2017

The reason for this is that as technology makes contact centers more efficient, (by taking over the simplistic tasks), it will lead to a requirement for more capable agents; who will be needed both when technology is unable to solve complex challenges, and when it simply fails altogether.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

Calabrio

MARCH 7, 2025

Outdated Technology: Outdated or inefficient technology can frustrate agents and hinder their productivity. 9 Ways to Combat Call Center Agent Attrition Reducing agent attrition is crucial for maintaining a stable and productive call center environment. Develop a comprehensive onboarding program.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

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

Calabrio

MARCH 22, 2025

When a single call, text, or even chatbot message is charged with so much potential impact, the task of effective contact center management has taken on a new level importance. At the same time, contact center operations have also taken on a new level complexity.

Best practices 52

Best practices Contact Center Management Call Center 52

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Only 7% said their technologies were “well integrated.”

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Calabrio

MARCH 25, 2025

It can also reveal issues with technology or opportunities for automation. First Contact Resolution Rate (FCR): FCR tracks the percentage of customer issues resolved during the initial contact, minimizing the need for follow-ups. Why it matters: Optimizing ACW improves agent productivity and data accuracy.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Fonolo

OCTOBER 13, 2020

There are Better Options for the Contact Center Workforce. While the nation’s top companies poured money into improving employee experience, many contact centers relied on the (seemingly) endless chain of young, unqualified people to manage their phone lines.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

Noble Systems

MAY 4, 2021

In that time, we’ve seen a lot of changes – in technology, in customer behaviors, and even in employee expectations. 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 52

Contact Center Call Center Technology Interactive Voice Response 52

Serenova

APRIL 16, 2020

It’s important to note that while HR is one critical support group, other internal teams are also important for your employees to quickly reach during these turbulent times, such as IT (information technology), infrastructure support or payroll. Supporting People with Technology, Compassion and Care.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Fonolo

OCTOBER 3, 2018

This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. All contact centers face barriers, and you certainly know your own intimately. Maybe it’s staffing or high turnover.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Noble Systems

JANUARY 24, 2019

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

contact center workforce 62

contact center workforce Gamification Engineering Contact Center 62

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

Aspect

MARCH 8, 2018

In the G2 Crowd Grid for Contact Center Workforce , Aspect Workforce Management software scores in the much-coveted Leadership Quadrant. G2 Crowd Grid ® for Contact Center Workforce Software. G2 Crowd has revealed the unvarnished truth about Aspect Workforce Management.

contact center workforce 63

contact center workforce call center workforce Contact Center Marketing 63

Playvox

MARCH 21, 2022

Show retirees returning to the workforce you appreciate what they bring to the table by: Identifying projects or initiatives where their experience can be put to the best use Giving them opportunities to mentor other agents in areas they’re experts in Recognizing them publicly for their achievements.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

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

Fonolo

NOVEMBER 29, 2018

As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Voice-Powered Technology (VPT). Social Media as a Contact Center Touchpoint.

Contact Center 73

Contact Center Gamification contact center workforce Education 73