NICE inContact

AUGUST 12, 2019

While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. WEM adds the element of employee engagement as the linchpin to delivering outstanding CX.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

NICE inContact

AUGUST 12, 2019

While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Verint

FEBRUARY 10, 2016

While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. After all, those are the people who serve your customers and help determine if they stay loyal or not.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Here’s how. #1 1 By the Numbers. Specialties like customer service can feel nebulous.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Hodusoft

NOVEMBER 29, 2022

Using Genesys Cloud CX, contact center owners can effortlessly handle interactions and metrics and address problems quickly. 8×8 is a publicly traded contact center technology and VoIP company, which offers 8×8 Contact Center software. The software is easy to use and scores high in user satisfaction.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Verint

AUGUST 18, 2017

It was also interested in surfacing trends and hidden insights, as well as creating more transparency about employee performance. See how Humana has put Verint to work to help its members thrive.

Customer Service 42

Customer Service Healthcare Analytics Contact Center 42

Verint

JUNE 2, 2015

CRMXchange Virtual Conference: Quality Assurance and Analytics. Verint’s Donna Denehy, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” She will explore how recording, analytics and customer feedback are all involved in the ongoing transformation of quality. June 1-4; Online Webinar.

Analytics 35

Analytics Enterprise Feedback Customer effort 35

Verint

MAY 29, 2015

Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.

Big data 44

Big data Personalization Customer Service Management 44

Verint

FEBRUARY 21, 2018

It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. Inspiration. Professional growth. Networking. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot.

Entertainment 36

Entertainment Best practices Journey mapping Management 36

Verint

FEBRUARY 15, 2018

In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter. This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. Have you thought about that before?

Contact Center 26

Contact Center Average Handle Time First call resolution Customer Service 26

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Shawn Achor, founder, GoodThink, Inc.

Big data 23

Big data Journey mapping Customer Experience Management 23

Calabrio

MARCH 17, 2025

Many contact centers struggle with overstaffing or understaffing – two costly workforce pitfalls that can severely impact revenue, customer satisfaction, and employee engagement. Youre not alone. DOJO, a premier payment provider in the UK is just one of many examples of this.

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52