TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Information from each customer contact is collected, labeled by the agent, and stored for future use.

Self service 111

Self service Contact Center contact center workforce Banking 111

Calabrio

APRIL 8, 2025

Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? How Does Contact Center Sentiment Analysis Work? Sentiment analysis identifies agents who consistently generate positive outcomes, revealing best practices worth sharing.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Monet Software

MAY 27, 2020

Hear how Verint can assist in building out a practical road map to harnessing the power of AI. To find this session, log in to Verint Virtual On-Demand and navigate to Educational Tracks, then: Track – Contact Center Workforce Engagement Cloud / Theme – Elevating Response: Analytics & AI. Bosses get cranky.

contact center workforce 83

contact center workforce Education Contact Center Analytics 83

SharpenCX

MARCH 16, 2020

They can help develop the best remote business continuity plan for your company and assist with a seamless transition. And, regularly in the coming weeks, we’ll post tips, advice, and best practices to help your managers and executives run a suddenly remote team.

contact center workforce 76

contact center workforce Contact center software Contact Center Best practices 76

Monet Software

DECEMBER 17, 2020

Applying best practices for today’s connected world will help you communicate an authentic employer brand, get to know candidates’ skills and capabilities, and accelerate call center hiring decisions. Conclusion. Recruiting during COVID-19 isn’t a complete departure from recruiting at any other time.

Call Center 118

Call Center contact center workforce Contact Center Employee engagement 118

Calabrio

MARCH 31, 2025

Find research, tips, and examples drawn straight from the experiences of Calabrio customers to step up your call centers gamification and performance today. Table of Contents: What is Contact Center Gamification? Learn more about the benefits offered by top call center gamification software: Book a free Calabrio demo.

Gamification 52

Gamification Contact Center Call Center Metrics 52

Calabrio

MARCH 7, 2025

Discover and Share Best Practices: Analyze successful interactions to uncover best practices. Think sentiment analysis and voice analytics that help you identify markers and root causes of positive and negative customer experiences. Share these with your team to raise the bar for everyone.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Noble Systems

APRIL 14, 2021

Rather than siloing information and data in separate areas, the unified virtual call center solution lets your systems work together. 5 Best Practices for Managing Employees in the Virtual Call Center. Many companies have transitioned to a virtual call center environment, thanks to the Covid 19 pandemic.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Calabrio

MARCH 5, 2025

This lack of data-driven insights prevents contact centers from making informed decisions to improve FCR Best practices and tips to optimize your FCR Theres no one quick fix for improving FCR. By implementing these best practices, you can significantly enhance your FCR rates and elevate the overall customer experience.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Serenova

APRIL 16, 2020

As we work with our customers to leverage our technology to maintain business continuity during the pandemic, we’re sharing operational best practices that go beyond technology. To learn more about the CxEngage Rapid Response program, click here or contact us now.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

NobelBiz

APRIL 2, 2024

RELATED ARTICLE How to Report and Analyze Like a Pro: 10 Best Practices for Reporting and Analytics in a Contact Center Workforce Management Tools Sophisticated workforce management tools optimize agent scheduling, forecasting, and performance tracking, ensuring optimal resource utilization and productivity.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

NICE inContact

APRIL 7, 2021

If you’re unsure of where to start, the six pillars of a hybrid contact center workforce engagement strategy listed above would be a great place to start. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions.

Contact Center 65

Contact Center contact center workforce Employee engagement Best practices 65

Fonolo

OCTOBER 3, 2018

Unfortunately, some contact centers still insist on a no-hangup rule (agents are penalized for ending a call) in order to improve or sustain metrics; and they do not offer moral or psychological support to front-line agents who live through some horrific experiences on the job.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Tethr

MARCH 3, 2020

Tethr’s technology works to combine what’s going on in real time with historical data for context to lead your agent to the best practices. Turning your contact center workforce into a flexible and global workplace doesn’t have to be scary. The post Effectively managing home-based call center agents is possible.

Call Center 80

Call Center At home agents Management contact center workforce 80

Etech GS

OCTOBER 23, 2019

Whether the employees are human or robotic, workforce optimization helps teams to work smarter instead of harder. As the name suggests, contact center workforce optimization involves using managerial practices to ensure maximum productivity meets maximum efficiency. How To Implement Workforce Optimization.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

Serenova

MARCH 23, 2020

With no indications that the effects of COVID-19 will abate anytime soon, the need to handle continued volume increases and effectively manage a fully functioning WFM contact center workforce is intensifying. This makes the speed of cloud deployment to address these needs critical.

Contact Center 80

Contact Center contact center workforce Government Healthcare 80

Fonolo

NOVEMBER 29, 2018

Unfortunately, some contact centers still insist on a no-hang-up rule (agents are penalized for ending a call) in order to improve or sustain metrics, and do not offer morale or psychological support to front-line agents who live through some horrific experiences on the job.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

DMG Consulting

APRIL 15, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

Noble Systems

SEPTEMBER 29, 2020

Quality Management & Recording – Quickly evaluate customer interactions from all sides, recording voice and screens, as well as omnichannel sessions, for review and scoring, to ensure interaction quality and compliance with best practices. . BLOG: How Robotic Process Automation Can Augment Your Contact Center Workforce • read.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

JANUARY 5, 2022

Related Article: 7 Best Practices for Keeping Your Hybrid Contact Center Team Connected. Want more tips on how to enhance the experience of your hybrid contact center workforce? Another boost to engagement is achieved with public recognition. Train Regularly. Download our eBook.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Balto

JUNE 20, 2023

Real-Time QA scores 100% of calls so that supervisors can prevent mistakes before they become habits, identify the root cause of low scores, and scale best practices to the whole team. Real-Time Notetaker automatically summarizes calls for agents, reducing and eliminating after-call work.

Contact Center 52

Contact Center contact center workforce Coaching Best practices 52

COPC

JULY 20, 2023

Research Global Benchmarking Series, Contact Center Workforce Management Insights into organizational customer experience objectives, the challenges they face and the programs in place to deliver a seamless experience when customers reach out for support.

Service level 68

Service level Abandon rate contact center workforce Contact Center 68

Balto

JULY 19, 2023

The integration allows users to benefit from Balto’s end-to-end solutions designed to empower the contact center workforce both during and after calls for outstanding customer satisfaction: Real-Time Guidance understands conversations and tells reps what to say live in their calls.

Technology 52

Technology contact center workforce Coaching Contact Center 52

DMG Consulting

MARCH 11, 2021

Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report.

Consulting 59

Consulting Consulting Marketing Management 59

Vistio

FEBRUARY 1, 2024

Developing Confidence and Competence through Realistic Simulations One of the key benefits of ServiceSim’s AI-powered simulated customer training is the realistic virtual practice environment it provides.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

Balto

SEPTEMBER 21, 2022

Louis, MO — Balto, the leader in uniting contact center agents with AI for better conversations, is excited to announce the release of a suite of features for its market-leading real-time guidance platform dedicated to improving the agent experience in the contact center. Gamification.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

Playvox

OCTOBER 18, 2022

Because many customer service centers’ remote work policies require agents to maintain specific performance standards , managers cite solutions such as workforce management (29%) and quality management (26%) as other contact center software they turned to.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. Its role is to maintain the best practices and requirements in the COPC CX Standard.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Playvox

JANUARY 25, 2024

Workforce management for contact centers 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.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

NICE inContact

OCTOBER 25, 2019

You can stay in compliance AND take advantage of more modern workforce optimization functionality in the cloud. For some, it makes sense to start with moving the ACD to the cloud, but for many contact centers workforce optimization is the best steppingstone. No two cloud transformations are identical.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

NICE inContact

JULY 12, 2016

With the integration of data analytics, a core contact center platform with a robust WFO suite has the potential to develop into a fully automated Workforce-Intelligent Contact Center.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Fonolo

MAY 7, 2015

If you want your call center or department to be successful, it’s just not enough to ensure it’s working well or adhereing to some abstract call center management best practices. You don’t operate in a vacuum. Handpicked related content for you: Top Customer Service Blogs to Read in 2020.

Call Center 126

Call Center Management Contact Center Coaching 126

NICE inContact

JULY 17, 2019

In this webinar, you’ll discover the benefits, challenges, tools, and best practices of building a remote workforce. Interested in similar results? Join Jill Blankenship to explore how to build a strong culture with a remote team.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

Calabrio

OCTOBER 6, 2016

These leaders: Can communicate the business value and far-reaching, positive business impact of their contact center. Are genuinely interested in the contact center workforce and how to optimize its operations. Contain the contact center environment while allowing agents to be themselves.

Contact Center 40

Contact Center contact center workforce Customer centricity Self service 40

Playvox

MAY 24, 2023

Essentially, it’s about maximizing performance for the best customer experience for as low a cost as possible.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Playvox

MAY 25, 2023

According to 2022 research by ICMI , almost half of contact centers (47%) are still manually creating forecasting models. An AI-driven workforce management solution does the heavy lifting to automate forecasting and many of the other repetitive and time-consuming manual tasks in contact center workforce management.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55