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

Noble Systems

OCTOBER 24, 2019

Lastly, this data can be used to inform contact center agents of real-time trends. Contact Noble Systems today and learn more about how our robust RPA technologies can transform your contact center and revolutionize your customer experience!

contact center workforce 52

contact center workforce Contact Center Metrics Analytics 52

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

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

Lastly, this data can be used to inform contact center agents of real-time trends. Contact Noble Systems today and learn more about how our robust Robotic Process Automation technologies can transform your contact center and revolutionize your customer experience!

contact center workforce 44

contact center workforce Contact Center Metrics Analytics 44

UJET

JULY 7, 2020

Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. Knowing the experience from the first contact to issue closure, repeated millions of times, will reveal trends to build an improved strategy for positive customer experience. Seamless Data Reporting and Revealing Trends.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Calabrio

FEBRUARY 28, 2025

Plus, AI has driven an increase in the capacity of contact center tools. This analysis identifies patterns, trends, and insights that would be impossible for humans to detect manually. Advanced algorithms and machine learning models analyze processed data, uncovering trends, patterns, and anomalies. Request a demo now.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

UJET

JULY 7, 2020

Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. Knowing the experience from the first contact to issue closure, repeated millions of times, will reveal trends to build an improved strategy for positive customer experience. Seamless Data Reporting and Revealing Trends.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Calabrio

MARCH 25, 2025

Balance Your Contact Centers Workloads Adopting a proactive, rather than reactive, workforce management approach is crucial to overall agent performance.Get ahead of issues, avoid agent burnout, and meet customer demand efficiently with the help of sophisticated forecasting and scheduling tools. Book a free demo today.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

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

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? Your call centers attrition rate would be (80/450) x 100 = 78%.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Aspect

JANUARY 12, 2018

Tapping for-hire drivers, each batch of deliveries is essentially a “gig” in the quickly growing trend of the Gig Economy. To empower agents with this flexibility and control while still meeting the needs of the business, the contact center needs to adopt new WFO tools, training, infrastructure, recruiting and management practices.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Aspect

NOVEMBER 13, 2018

So as is often the case, consumer trends find their way into the enterprise space. G2 Crowd Grid ® for Contact Center Workforce Software. What do G2 Crowd reviews show about Aspect Workforce Management software?

Management 75

Management contact center workforce Enterprise Contact Center 75

Serenova

FEBRUARY 11, 2019

Tapping into these generational shifts is one of five trends highlighted in our e-book, Contact Center Trends You Need to Know 2019. Let’s talk about how to do that to benefit your contact center this year and beyond. Want to Learn about More Trends? Get the Trends E-book .

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

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

BlueOcean

DECEMBER 10, 2019

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy? Building a customer experience strategy cannot happen in a vacuum – you have to be tuned in to the expectations, habits, and ongoing trends within your customer base. We checked out the top consumer trends of 2019 to get you ahead of the curve.

Customer Service 12

Customer Service outsourcing Contact Center contact center workforce 12

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

Fonolo

MAY 7, 2015

Good call center managers are knowledgeable about internal affairs, such as technology, processes, branding, legal requirements, and human resources. Great call center managers know how these fit into the wider organizational strategy, and how that fits into the wider trends of the contact center industry.

Call Center 126

Call Center Management Contact Center Coaching 126

Calabrio

MARCH 5, 2025

Inability to Track and Analyze Customer Interactions Without proper tracking and analysis of customer interactions , it is difficult to identify trends and root causes of repeat contacts. A tool like Calabrios Trending Topics will automatically analyze and sort your interactions into a manageable list of around 100 prioritized topics.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

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

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. Today’s WFM solutions are evolving to keep pace with the changing business world.

Consulting 62

Consulting Consulting Marketing Management 62

NICE inContact

AUGUST 12, 2019

This can get tricky because looking at the past and just applying those same numbers to the future fails to factor in emerging trends, which may impact future volume and more. 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

VocalCom

JUNE 22, 2020

The COVID-19 pandemic strongly accelerated the remote working trend. To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Calabrio

APRIL 12, 2021

In only a year — and in spite of the unforeseeable and unimaginable challenges posed by COVID-19 — AJ has implemented a formal WFM plan and executed deliberate operational changes that already are delivering tangible, significant results to GE Appliances’ contact center. Some examples: Cost per call has decreased by 15%.

Social media contact 59

Social media contact contact center workforce Contact Center Call Center 59

Vistio

FEBRUARY 1, 2024

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

NICE inContact

AUGUST 12, 2019

This can get tricky because looking at the past and just applying those same numbers to the future fails to factor in emerging trends, which may impact future volume and more. 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

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. Learn more at dmgconsult.com.

Consulting 59

Consulting Consulting Marketing Management 59

Verint

JANUARY 8, 2018

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018. More than ever, the customer engagement center has become a focal point for automation and shared intelligence.

Contact Center 33

Contact Center Marketing contact center workforce Gamification 33

Noble Systems

SEPTEMBER 29, 2020

Interaction Analytics & Reporting – Speech analytics uses your call recordings and text-based interactions to generate a wealth of intelligence on customers and agents and helps identify trends and opportunities. Read our 101 Intro to Call Center Software to learn more about common technologies and tools.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

APRIL 14, 2022

Forecasts must be updated regularly to account for actual volume trends, a task made easier and more accurate by smart workforce management software. Related Article: Is Your Organization Ready for the Top Contact Center Trends of 2022? What is the Goal of Workforce Planning? Agent Scheduling.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Shift bidding is another popular technique to engage your workforce in the scheduling process, providing agents with a voice in the scheduling process while still meeting business needs.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Shift bidding is another popular technique to engage your workforce in the scheduling process, providing agents with a voice in the scheduling process while still meeting business needs.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Taylor Reach Group

JUNE 26, 2017

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Will AI Mean Less People and More Profit in the Contact Center? Apple Business Chat - A Contact Center Perspective . 4 Top Trends for Contact Centers . Complimentary Should Mean Free.

contact center workforce 48

contact center workforce Contact Center Call Center Analytics 48

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

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. Its just how things go.

Best practices 52

Best practices Contact Center Management Call Center 52

teleopti

NOVEMBER 27, 2018

Validate long-term forecasts to identify trends. WFM solutions flag up trends based on historical data, which planners can choose to acknowledge or they can generate new forecasts by month, week or by the day. Once you’ve created longer-term forecasts concentrate on daily forecasting to support flexible planning on the go.

Average Handle Time 48

Average Handle Time contact center workforce Contact Center CRM 48

NICE inContact

JULY 12, 2016

Each customer interaction is a potential treasure trove of information that, when properly analyzed and disseminated, will enable your contact center to make the leap from a “cost center” to a revenue contributor.

Interactive Voice Response 48

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