Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Monet Software

NOVEMBER 6, 2019

Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Employee burnout among agents is something that can be addressed by taking steps to better balance work and home.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

JustCall

JANUARY 19, 2023

A good call center optimization can match the customer’s expectations with the best level of customer service. The continuous investment in the call center optimization model will help maintain customer loyalty as well as the profitability of the organization in the long run.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

JustCall

NOVEMBER 24, 2022

According to a recent report – 13% to 16% of the call center workforce is disengaged, with nearly 70% still not classified as busy at work. Additionally, call centers have a high turnover rate, which makes these withdrawal statistics even more concerning. So, What Exactly is Employee Engagement?

Morale 52

Morale Call Center call center workforce Metrics 52

Dialer 360

SEPTEMBER 14, 2022

For call center optimization you need to think about improving your customer experience. While providing outstanding customer service should always be the aim of a call center, it shouldn’t be your primary objective. It’s wonderful if your agents treat customers with respect.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

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

APRIL 23, 2018

The annual Verint Engage global customer conference will convene on Monday, May 14 at the Sheraton Dallas Hotel. It’s less than a month away! The conference provides an outstanding opportunity to discuss big ideas, bold innovations, and best practices to take back to the office and start using right away.

Best practices 31

Best practices Contact Center Feedback Customer Experience 31

Monet Software

OCTOBER 28, 2020

But SMB contact centers still need to finish strong, especially if the business took a hit from the pandemic. A long-term, customized employee engagement strategy should be the ultimate goal for any call center. When it comes to employee engagement strategies, these tips are only the beginning.

Employee engagement 90

Employee engagement Call Center Morale call center workforce 90