Once the bane of an agent’s existence, WFM has transformed into an engagement tool that is driving high levels of agent productivity, satisfaction and retention, while at the same time improving quality and reducing the cost of service. This industry report from DMG Consulting gives contact center and IT managers in-depth information regarding the solution provider marketplace and provides insightful analysis of the trends driving innovation.
This major report from ContactBabel studies the performance, operations, technology and HR aspects of UK contact centre operations. The report found that organizations that use automated intraday management with their WFM tools are far happier than using tools that force them to carry out such activities manually.
What's the #1 way a company could improve customer service? Great question, right? OneReach wondered, too, posing the question to 63 industry influencers, including Intradiem CEO Matt McConnell, for their take on what companies could do to deliver exceptional customer service. In this report you'll read their very thoughtful — and insightful — answers.
How you've been delivering customer service isn't going to work to satisfy your customers now and in the future. This report from DMG Consulting takes a look at the fundamentals — omni-channel interactions, KPI metrics, employee engagement and training, and the supporting technology — that must be addressed if a service organization is to deliver truly excellent service. According to the report, the customer service revolution will require organizations to be responsive and proactive if they are to meet the demands of today's more empowered customer.