Customer Service Workforce Performance Management

Let this sink in: one out of five customer complaints handled by the contact center are related to back office issues. That means if back office employees don’t have the tools they need, CX can suffer.

WFM solutions need to adapt to today’s complex digital environments. Enterprises need accurate forecasting and scheduling for synchronous and asynchronous interactions and scheduling flexibility. Read DMG Consulting’s report “Forecasting and Scheduling in the Digital Era” for insights on what to look for in WFM solutions.

Though scripts are a cornerstone of contact centers, they have not advanced at the same pace as other industry technologies. This presents pain points for managers and agents alike as companies have to pay for enforcement tools, perform ongoing training,

Call scripts are used in contact centers of all shapes and sizes — across the industry, they are considered an easy way to help ensure all of a contact center’s agents are driving calls to the same goals. But if

As contact centers incorporate new technology and practices to keep up with shifting industry trends and competitors, call scripts remain one of the most widely used tools in the industry. So how useful is the classic script for agents alongside

Attrition is a vital issue at contact centers: every year, about 30-45% of contact center employees leave for voluntary or involuntary reasons.

The contact center is often the first or most urgent of your customer touch points, serving as a 24 7 global face and voice of the company. As such, businesses are increasingly finding ways to incorporate contact centers into the

The measure of success (or failure) of a call center is simply the sum of the performances of each of its agents. In order to improve agent performance a call center must find a way to affect and sustain change

The Road to Customer Experience Maturity A Self Assessment The customer experience (CX) revolution has taken the business world by storm—from industry to industry, countless organizations have disrupted seemingly impenetrable markets through superior CX design. While this can be intimidating,

A decision framework to help simplify your solution search. Read this white paper to learn how upgrading contact center performance need not be an arduous process.

The complex and truly challenging part of the customer experience comes in excelling at the human to human interactions and mastering the use of automation and intelligence as appropriate.  This can’t happen without an investment in technology that enables these

This guide aims to cut through the clutter and help CX practitioners understand the state of the industry, navigate pitfalls and show how to roll out assisted service projects, while also minimizing risk.