It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. The call center liability recording/quality assurance market has evolved into the contact center workforce optimization (WFO) market, encompassing 13 application sectors: omnichannel recording; quality management; workforce management; coaching; e-learning; surveying/voice of the customer (VoC); performance management; speech, […]
Tag Archives | Workforce Optimization
Reality Check: WFO Solutions Must Be Rebuilt From the Ground Up
By DMG Consulting on March 16, 2018 in DMG in the News, Posts, Technology, Workforce Optimization, Workforce Optimization Suites
Omni-Channel QA Best Practices for Contact Centers (Whitepaper)
By DMG Consulting on February 12, 2017 in Quality Management/Liability Recording, Whitepapers, Workforce Optimization
Workforce Optimization Is Under Siege
Workforce Optimization Is Poised for Big Changes
Application Suites Versus Best-of-Breed: Is Less Really More?
Application Suites Versus Best-of-Breed: Is Less Really More?
Changing the Face of Workforce Optimization
By DMG Consulting on March 1, 2013 in Contact Center, Contact Center: Analytics, Publications, Workforce Optimization
Changing the Face of Workforce Optimization
In Contact Centers, WFO’s Star Is on the Rise
By DMG Consulting on July 2, 2012 in Contact Center, Contact Center: Analytics, Publications, Workforce Optimization
In Contact Centers, WFO’s Star Is on the Rise
Don’t Believe Everything You Hear About WFO
Learn about contact center workforce optimization.
Analyzing the Workforce
By DMG Consulting on June 1, 2010 in Contact Center, Contact Center: Analytics, Publications, Workforce Optimization
Analyzing the Workforce
Workforce Optimization Is the Optimal Goal
Workforce Optimization Is the Optimal Goal
The Recession’s Impact on Contact Center Technology Investments
By DMG Consulting on February 15, 2009 in Cloud-Based Contact Center, Contact Center, IVR/Speech Recognition, Publications, Self-Service, Workforce Optimization
The Recession’s Impact on Contact Center Technology Investments 2/15/2009 By Donna Fluss Connections Magazine Printer Friendly Format View this document on the publisher’s website. Three years ago, DMG Consulting predicted that the U.S. economy would enter a recession in 2009. While we did not anticipate the massive failure of financial institutions, we were expecting a […]
Understanding workforce optimization (WFO) in the call center
By DMG Consulting on August 26, 2008 in Contact Center, Publications, Quality Management/Liability Recording
Understanding workforce optimization (WFO) in the call center