I’d like to engage your imagination. Picture a world where people, including Millennials, want to work in a contact center because of its flexible hours and variety of work. A world where employees select their schedule and have the ability to change it when there is a need. This may sound highly improbable or even […]
Quality assurance (QA) or quality management (QM) programs to measure agent effectiveness and evaluate agent adherence to internal policies and procedures during customer interactions have long been standard practices in the contact center industry. Although many collections contact centers perform QA evaluations, the focus is primarily on collections effectiveness (collecting more money), not on call […]
The workforce optimization (WFO) market is transforming from a segment dedicated to optimizing staff performance to one that delivers employee, customer and enterprise analytics. Since the two primary WFO applications, recording and quality assurance (QA), are highly penetrated, vendors are finding new ways to leverage their fundamental capabilities and increase their usefulness to enterprises. In […]
On an annual basis, DMG Consulting conducts a worldwide survey of enterprise and contact center executives and managers. The purpose of this survey is to identify the top servicing goals for the upcoming year. We do this by asking participants to select from a detailed list of servicing initiatives. (Participants can select as many goals […]
2015 was a wonderful year for the world of service. It’s the year where executives finally realized (or accepted) the important role of quality service in building their brand and differentiating their company and offerings. This is reflected by a willingness to invest in initiatives to enhance the customer experience. As importantly, management is also […]
Whether companies are ready for it or not, social networking is forcing them to reevaluate their approach to servicing. Customers want to interact with companies via social media; however, only a small (but growing) number of organizations are doing a good job with social customer care today, and most concentrate on handling Facebook and Twitter.