Contact Center and Back Office Research and Consulting Services
Latest Research Reports
The 2020 – 2021 edition of the Workforce Optimization Product and Market Report features 8 leading and contending vendors: Aspect, Calabrio, DVSAnalytics, Eleveo, Five9, NICE, OnviSource, and Verint. Authority Software is covered at a high level. The Report presents an in-depth analysis of the contact center WFO market, trends, competitive landscape, product suites, technology and innovation.
DMG Consulting’s 16th annual Contact Center Workforce Optimization Mid-Year Market Share Report includes a thorough analysis of the impacts of the COVID-19 pandemic on the workforce optimization (WFO) market. The Report also looks to the future of the components of WFO suites – including recording, quality management (QM), contact center performance management (CCPM), surveying/voice of the customer (VoC), workforce management (WFM), interaction (speech and text) analytics (IA), desktop analytics, gamification, customer journey analytics (CJA), robotic process automation (RPA) and knowledge management (KM).
Top Free Research
In the past year, leading contact centers have institutionalized highly effective practices that were galvanized by the pandemic. These include having agents work from home on an ongoing basis, which requires a more agile hiring and onboarding process that provides the added flexibility of hiring agents from anywhere in the world. Another best practice contact centers are adopting is agile scheduling, which empowers agents to manage their working hours, including the ability to easily make scheduling changes.
When companies think about their digital transformation, they initially focus on required IT and systems changes and related customer implications, such as the need to add digital channels for sales, service and marketing. Revamping systems and adding digital channels is important, but this is only a part of a digital transformation. Every function and activity in a business, not just the technology and systems, need to be reviewed and possibly enhanced as part of a digital transformation, to enable companies to achieve the objective of consistently delivering an outstanding CX.