Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job.

Call Center 126

Call Center Management Contact Center Coaching 126

BlueOcean

JUNE 17, 2021

We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. The challenging part of business continuity in the contact center is just how many variables there are.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

UJET

JULY 7, 2020

Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Unified Platform. Only 7% said their technologies were “well integrated.”

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

DMG Consulting

APRIL 20, 2020

What’s New in the World of Contact Center WFM. With so much going on in the world and many “fires” to put out, it’s tough to think about the future of our contact centers. The most important task for contact center leaders is to take care of their employees. By Donna Fluss.

Contact Center 48

Contact Center contact center workforce Transportation Analytics 48

UJET

JULY 7, 2020

Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Unified Platform. Only 7% said their technologies were “well integrated.”

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. In 2020, total contact center WFO revenue was $2.08

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Working Solutions

JULY 14, 2020

April Wiita poses a probing point in a new Contact Center World piece: As the Pandemic Continues: Is Your Customer Service Ready for Hurricane Season? As vice president of Customer Success at Working Solutions, she is leading clients’ on-demand contact center workforces through the pandemic—just as she’s […].

contact center workforce 52

contact center workforce Contact Center Customer Service outsourcing 52

NobelBiz

OCTOBER 6, 2020

The latest news from the workforce market seems to point out that the contact center industry has settled for a clear model. Maybe a surprise for some and confirmation for others, but the contact center industry seems to have adapted quite well to the new reality of remote work. The same J.D.

Contact Center 52

Contact Center contact center workforce Banking Call Center 52

CSM Magazine

DECEMBER 6, 2019

Poly , formerly Plantronics and Polycom have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its industry-leading portfolio of devices for the modern-day contact center. The MDA 500QD Series is designed for organizations moving their contact center to the cloud. About Poly.

contact center solutions 10

contact center solutions Contact Center contact center workforce Chatbots 10

Anexa BPO

SEPTEMBER 18, 2020

The 2020 IBAs received entries from organizations in 63 nations and territories. The International Business Awards are the world’s premier business awards program. All individuals and organizations worldwide – public and private, for-profit and non-profit, large and small – are eligible to submit nominations.

contact center workforce 52

contact center workforce Government Contact Center Management 52

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? What is Workforce Optimization (WFO)? How does WFO work in the Call Center? Workforce Management. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

BlueOcean

DECEMBER 10, 2019

How to Engage Gen Z in the Contact Center. Members of Generation Z are beginning to pour into the workforce en masse. Their values and habits will make a big impact on how you manage them, especially in the contact center. The 10 Most Important Contact Center RFP Questions [Infographic].

Customer Service 12

Customer Service outsourcing Contact Center contact center workforce 12

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Contact Center . The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

USAN

MAY 10, 2022

Most contact centers have been optimizing the customer experience for years. But for contact centers operating in an age of evolving workplaces and workforces, this is increasingly important. But for contact centers operating in an age of evolving workplaces and workforces, this is increasingly important.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In this post, we’ll explore several trends that are driving this growth and are influencing contact center leaders’ decision-making.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

Balto

APRIL 20, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Contact centers find themselves at a critical juncture. Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. How are they doing this?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Playvox

MARCH 21, 2022

If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. According to research by Goldman Sachs , five million people have left the workforce since the beginning of the pandemic, and most were over age 55 (3.4

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

Fonolo

OCTOBER 13, 2020

The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. The last few years have seen several reassuring trends in the contact space industry.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144