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Tag Archives | Contact Center

The Uberization of Workforce Management

The Uberization of Workforce Management In 2015 DMG introduced the concept of adaptive real-time forecasting and scheduling to the market to help companies begin the process of rethinking their contact center staffing challenges. We called this concept the “uberization” of workforce management, as it was conceived with the intent of balancing the “power” between companies [...]
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Top Workplace Best Practices for Contact Centers

Top Workplace Best Practices for Contact Centers  The workforce is a “mash-up” of diverse multi-cultural and multi-generational personnel. Organizations that want to attract and retain top talent and be considered employers of choice need to use workforce best practices to engage employees and let them know that their contributions are important to the mission of [...]
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WFM for the Digital Age

WFM for the Digital Age  Digital transformation is an essential direction for enterprises that are striving to deliver an outstanding customer experience cost effectively. A growing number of companies are recognizing the need to change the way they do business if they want to remain relevant to their customers. Many of these companies are not [...]
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2018 Enterprise Service Goals

2018 Enterprise Service Goals  On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction. This information is helpful for companies because it indicates where their competitors are focusing their spending. It [...]
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Apocalyptic Predictions and the Contact Center

Apocalyptic Predictions and the Contact Center  Every few years the soothsayers among us predict global trends that are either totally alarmist or too good to be true. Here are some of my favorites from the past few decades: The world is running out of oil – started in the 1970’s New age sensibility and meditation [...]
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KPIs for Managing your Contact Center

KPIs for Managing your Contact Center  Contact centers are highly complex operating environments with a lot of moving parts and activities. In an attempt to achieve full transparency and visibility, contact center leaders may receive dozens of metrics and key performance indicators (KPIs), some of which seem to contradict others. In other contact centers the [...]
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The Transforming World of Workforce Optimization

The Transforming World of Workforce Optimization  Workforce optimization (WFO) suites are undergoing a major transformation to align better with the needs of the digital economy. Changes are happening in many components of WFO suites. At the core application level, recording solutions are transitioning from hardware-based recorders to software-based solutions, to expand system capacity and eliminate [...]
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Welcome to the Hybrid World of Contact Center Software

Welcome to the Hybrid World of Contact Center Software  The future of contact center technology is in the cloud, although not all systems and applications are going to be moved to the cloud at once. Therefore, the dominant implementation model for contact center technology, particularly in large environments, is going to be hybrid. This means [...]
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