Donna Fluss, President of DMG Consulting describes a bold vision for the future of WFM in this visionary white paper. Fluss challenges the traditional staffing model that relies on forecasted data and inflexible shift paradigms. Instead, she envisions a new model where real-time demand meets real-time supply, and agent flexibility, self-service and mobile-enabled applications are the driving forces behind an empowered and engaged workforce. The key to achieving the new vision for WFM rests on critical technology infrastructure that operates in response to the real-time demand model, like intraday automation.
When the contact center has to execute on enterprise goals, training is a critical, but it's often a short-changed management tool. Read this white paper from DMG Consulting to avoid making costly mistakes.
This white paper from DMG Consulting provides insights into how to build a winning coaching program, select the right mix of coaching techniques, and measure the effectiveness of the coaching program.
As social media continues to gain popularity, more companies are adopting social learning platforms where employees can share their knowledge, skills and experience with their peers. The result is more informed and productive agents, better overall customer service, and improved company culture. Read this white paper to learn more about social learning and how to find the time to make it work.
How can you make the most of idle time in your call center? The white paper from DMG Consulting explores using real-time delivery in the call center to: bolster service quality, increase agent satisfaction and reduce agent-related costs.
Intradiem shares the feedback from its exclusive executive roundtables, which discussed how contact centers can better leverage innovation to create great customers experiences and great agents.
DMG Consulting delves into the use of workflow and analytics-enabled applications to improve the productivity, effectiveness and overall performance of enterprise organizations.
Discover how Intradiem’s BPO clients outperform competitors in many quantifiable ways apparent to their clients and, in turn, increase the ability to earn additional, higher margin call volume and improve profitability.
Three untruths prevent call center management from recognizing the true potential of agent idle time. Read this paper to learn how to fill time between customer interactions and increase productivity.
No industry is immune to having the occasional failed customer experience as a result of an unprepared field service workforce. Read this white paper to learn how field service organizations can deliver a better customer experience through preparedness and efficiency.
The multi-channel contact center has long been a hot industry topic, but why are so few doing it right? Learn the do's and the don'ts from this white paper from DMG Consulting.
Do you have a process that helps “coach your coaches” to make sure they are actually helping agents? Our coaching checklist provides a structured approach for evaluating coaches, planning next steps and setting time frames for crucial follow-up to ensure your contact center is continually improving. Plus learn how Intraday Automation helps to transition your agent coaching from reactive to real-time.
A new process and technology solution, Intraday Automation turns your contact center into a strategic frontline workforce by ensuring that it is always prepared, always productive and never caught off-guard. This executive technology/solution white paper explains how Intraday Automation reduces the inherent complexity in most contact centers and brings agility to intraday activities and processes, in turn improving customer experience and reduce costs.
Disengaged agents rank among the top concerns in contact center management, but it isn't always easy to quantify—making it hard to secure the funding you need to impact change. Our eBook will show you how to find the hidden costs of disengaged agents and help you make your case for improving your agent engagement.
Contact center leaders know all too well that agent attrition is a drain on personnel and operating expenses, and ultimately takes a toll on customer experience. Do agents leave because the pay isn't good enough — or something else? You might be surprised. This guide will help you understand what motivates agents to leave (hint: it’s not just pay!) and provides practical advice on dealing with the issues that cause attrition. Plus, you’ll get 5 free tools and templates to get started right away!
This report from DMG Consulting looks at how contact centers can leverage gamification to keep their agents engaged, motivated and more knowledgeable, so that they can provide better service and be more satisfied in the process.
Online and self-service options have revolutionized branch banking and pushed many traditional direct consumer interactions to the contact center. This best-practices white paper provides tools financial institutions can use to ensure their contact center employees are properly prepared for any customer interaction.
Every interaction your customer has with your organization – (i.e. agent calls, chats, the website and IVR process) – every touch plays into the entire customer experience. And it’s the sum of their experiences impacting your bottom line.
Industry-wide, agent attrition is high, hovering around 30%. Not only is this expensive in terms of hard costs, but also opportunity costs such as customer satisfaction. Learn how to reduce attrition and increase agent engagement in your call center from industry experts.
Get insights from two industry experts on how to successfully solicit and use feedback to improve your business — especially the negative kind.
DMG Consulting gives insightful advice on how to address the internal conflict between IT and contact centers and establish a common goal — providing outstanding customer experience.
Study after study has shown: a well-coached agent is a happier, more productive agent. And in the contact center, better agents equal a better customer experience.
Universal agents are in hot demand. But where do you find the time to effectively train agents so that they can handle all kinds of customer inquiries without breaking the budget or negatively effecting service levels?