DMG Consulting

JANUARY 29, 2021

Question: What are the mobility capabilities of WFM solutions? WFM solutions are increasingly providing role-based mobile capabilities for agents, supervisors and administrators via purpose-built apps for iOS, Android and other operating systems, or through optimized browser-based access.

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DMG Consulting

NOVEMBER 3, 2020

WFM Solutions for a more Agile Business World. Technology must adapt and transform, and nowhere is this more evident than in the workforce management (WFM) sector. Technology must adapt and transform, and nowhere is this more evident than in the workforce management (WFM) sector. Change is born of necessity. Enhanced Usability.

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Logicalware

SEPTEMBER 17, 2021

And what are the benefits of using a WFM solution? What are the benefits of using a WFM solution? WFM solutions simplify and take the guesswork out of this process. WFM solutions simplify and take the guesswork out of this process. Here are some of the areas where WFM users typically see savings: .

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Zendesk

JANUARY 10, 2023

In this article, we’ll explore what’s driving the call center BPO trend, why the BPO collaboration playbook needs a serious update, and how world-class support teams successfully leverage customer service outsourcing with help from data-driven workforce management (WFM) tools. What’s driving the call center BPO trend?

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DMG Consulting

MAY 3, 2019

WFM Solutions Adapt to Changing Needs. No contact center technology has undergone as significant a paradigm shift as the WFM sector. The new generation of WFM solutions gives agents unprecedented visibility into and control over their schedules. They also happen to be key drivers of agent satisfaction, empowerment and retention.

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DMG Consulting

JANUARY 3, 2020

Question: Our new workforce management (WFM) solution includes gamification capabilities. Growing numbers of WFM, quality management (QM), coaching and performance management applications deliver some level of gamification functionality, in addition to stand-alone gamification applications. How should we use this feature?

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DMG Consulting

APRIL 20, 2020

What’s New in the World of Contact Center WFM. But in case you want a break from the realities of COVID-19 and the havoc it is causing around the world, I am going to share some of my thoughts about the future of contact center workforce management (WFM). The question is how WFM can help with this challenge. By Donna Fluss.

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Adrian Swinscoe

OCTOBER 31, 2022

This is a guest post by a Graeme Meikle, a Senior WFM Consultant and Project Manager for Calabrio. Despite a rise in digital interactions, the phone […]. The post UK consumers say it’s good to talk but are contact centres really listening? first appeared on Adrian Swinscoe.

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DMG Consulting

APRIL 8, 2024

Real-Time Adaptive Intraday Management Saves the Day April 2024 Workforce management (WFM) solutions are changing for the better. WFM solutions are good at finding trends in historical interaction data to generate projections. However, traditional WFM forecasting tools are not a good fit for responding to intraday modifications.

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Adrian Swinscoe

MAY 9, 2022

I have been in the Workforce Management (WFM) business for over 20 […]. This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. The post Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres first appeared on Adrian Swinscoe.

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DMG Consulting

MARCH 12, 2018

WFM for the Digital Age . Omni-channel WFM solutions are going to play an important role in the digital economy, as they are intended to help companies match agents to customer needs, cost effectively. WFM solutions need to transform so that they can help companies achieve their goals.

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DMG Consulting

MARCH 27, 2024

The pace of innovation in the WFM market is rapid and picking up momentum as this IT sector’s size and opportunity grows. Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps.

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Fonolo

MAY 30, 2023

There can be a lot to unpack when you dive into WFM, but don’t worry: we’re here to help! This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. How Can WFM Help my Contact Center? The results?

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DMG Consulting

AUGUST 17, 2017

WFM Solutions and Vendors Are Not All the Same. The workforce management (WFM) market has hit an inflection point and is in the midst of a much-needed transition. The figure below displays the four categories of WFM vendors. There are many WFM competitors and a wide variety of solutions to choose from. By Donna Fluss.

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Zendesk

MARCH 18, 2024

Our AI-driven capabilities in workforce management (WFM) and quality assurance (QA) are tailored to optimize service operations, enabling organizations to not only meet but exceed customer expectations with better customer service experiences.

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DMG Consulting

SEPTEMBER 14, 2021

This is where workforce management (WFM) software comes in. These WFM solutions have broad potential for organizations, as they are designed to optimize the allocation of resources in a manner that ensures the work or activity can be handled by trained resources with the appropriate skills on a timely basis. How New-Gen WFM Works.

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Zendesk

MARCH 14, 2024

This is why you can now define which data Zendesk WFM uses when generating the forecast. That’s why Zendesk WFM is here to remove the issue before it occurs with a simple solution to eliminate the irrelevant outliers. Zendesk WFM requires at least one month’s worth of data for the algorithm to generate a forecast for you.

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Zendesk

NOVEMBER 2, 2023

Workforce management (WFM) is a set of processes and technologies a business can use to manage employees and resources, optimize productivity, and ensure the organization complies with laws and regulations. The overarching goal of WFM is to create as much efficiency as possible. What is workforce management?

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DMG Consulting

SEPTEMBER 7, 2023

Workforce management (WFM) solutions are essential in good times and even more indispensable when the economy is challenged and budgets are tight. Now, WFM solutions can engage agents by inviting them to select the days and times they want to work, giving them schedule flexibility, which is a top requirement for today’s workforce.

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Fonolo

MARCH 8, 2022

One vital aspect of call center efficiency is call center workforce management (WFM). The best WFM enlists strategy to help management make the best use of agent labor hours to yield efficiency and revenue, without sacrificing employee engagement or customer loyalty and satisfaction. Forecasting call volume is the base of all WFM.

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Zendesk

MARCH 11, 2024

Download the rest of this free infographic to find out how Zendesk customers have benefited from Zendesk Workforce Management (WFM) and Quality Assurance (QA) solutions, such as enhanced agents productivity, lower service costs and higher ROI.

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Fonolo

FEBRUARY 17, 2022

Your first step to keeping agents happy and working efficiently is creating and executing a thorough call center workforce management (WFM) strategy. . Whether you’re operating in an enterprise, startup, or small business, you likely already have some form of call center WFM strategy in place, even if you don’t refer to it as such.

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Zendesk

MARCH 14, 2024

Previously, Zendesk WFM would default minimum staffing to two during low/no volume times as one person may take a break. Zendesk works with tons of computer phone integration providers, and on Zendesk WFM you can use workstreams to account for this channel even if it’s not native to Zendesk.

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DMG Consulting

APRIL 16, 2018

Question: We’re trying to schedule the right number of agents for our new digital channels through our current workforce management (WFM) application, but the forecasts and schedules are not very accurate. We’ve had our WFM solution about 10 years and it’s provided good results in the past. What’s the issue?

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Logicalware

DECEMBER 14, 2021

In this blog, our Director of WFM Emma Skygebjerg shares her top tips for planning and optimising your schedules. “Puzzel WFM now enables agents to specify the days and times they prefer?to ” Optimise your staffing with WFM. ” Discover how Puzzel WFM can help you improve your contact centre staffing. .

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Zendesk

MARCH 8, 2024

Introducing a simple way to exclude inbound volume outliers in your forecast within Zendesk WFM. Now, you can remove those outliers and still have Zendesk WFM’s forecast do the heavy lifting for you, knowing that your forecast is now that much more accurate. Why exclude outliers? As always, accuracy.

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Zendesk

DECEMBER 15, 2023

In this guide, we’ll explain the role of a workforce manager in detail and highlight how these leaders contribute to a successful workforce management (WFM) strategy. Start your WFM journey with Zendesk and Tymeshift Workforce managers have a hand in everything, from employee training to scheduling to performance reports.

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Zendesk

JULY 7, 2023

announced its completed acquisition of Tymeshift, an AI-powered modern workforce management (WFM) solution. Companies of all sizes benefit from WFM tooling, so Tymeshift was a natural choice when looking to expand our product portfolio. Zendesk, Inc.

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Logicalware

DECEMBER 18, 2023

Workforce Management: Preparing your team for the holidays Puzzel’s contact centre solution offers access to our Workforce Management (WFM) platform, a comprehensive tool that simplifies forecasting and scheduling. Puzzel WFM allows planners to import historical contact centre data, which is analysed to generate detailed forecasts.

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Uniphore

FEBRUARY 26, 2020

Are WFM and QM old news? The vendors positioned in the MQ Leaders Quadrant are still in the Leaders Quadrant, but what’s really interesting is what is happening in the lower left. Automation is moving up in the ranks for agent engagement. I think so. Read More.

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Zendesk

DECEMBER 16, 2020

What is call center workforce management (WFM)? A solid call center WFM solution should help your business ensure a consistent service level. The WFM software lets call center managers make adjustments to agent schedules to meet kpis and service levels throughout the day, no matter where they are.

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DMG Consulting

OCTOBER 16, 2018

2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. Innovation is also about addressing intraday management challenges with NewGen WFM adaptive real-time scheduling and intelligent automation. What’s New with Workforce Management? Innovation.

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DMG Consulting

APRIL 19, 2023

It also explores how new artificial intelligence (AI)-based technology continues to vastly improve the accuracy, flexibility, and usability of WFM solutions and revolutionize contact center staffing paradigms. Both groups aim to deliver a new and more effective generation of WFM solutions.

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Zendesk

MARCH 8, 2024

How to forecast effortlessly If you’re a Zendesk customer, you can set up Zendesk WFM in less than two minutes—the setup process is extremely simple. The more you forecast, of course, the better balance you’ll have between smooth sailing and the odd stormy day.

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DMG Consulting

APRIL 1, 2021

It’s the year of workforce management (WFM), despite (or maybe because of) the pandemic. New-Gen WFM Can Alter the Equation. DMG Consulting has been talking about the concept of new-gen WFM for 6 years. And, for the new concepts to be applied, WFM solutions need to be enhanced. More to Come in the Future.

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DMG Consulting

APRIL 13, 2022

AI-enabled new-gen WFM revolutionizes the staffing paradigm. This year’s edition of the Report is DMG Consulting’s sixteenth annual publication on the workforce management (WFM) market. It explores how artificial intelligence (AI) is driving positive changes in the WFM market. MEDIA ALERT.

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Logicalware

SEPTEMBER 28, 2021

Employee Preferences is a new feature available in our workforce management solution, Puzzel WFM. Offline Tasks is another new feature available in Puzzel WFM. You can learn more about Offline Tasks in our Puzzel WFM release notes. Employee Preferences. It enables agents?to?define?the the days and times they would prefer?to

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