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Are Remote Agents the Future of Contact Centers?

Monet Software

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? The contact center workforce was already going remote.

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Essential Technologies in Call Center Workforce Management

Tenfold - Contact Center Blog

As compliance begins to rank higher on a company’s to-do lists, BI is helping play a role in making sure call centers stay up-to-date on all the latest regulations. Speech analytics tools that can transcribe the audio of a conversation to text have been a staple of the industry for years now.

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Contact Center Management: Best Practices & Strategies for Peak Performance

Calabrio

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. But first, you have to capture that activity.

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How to Best Implement Modern Workforce Engagement Management Solutions in Your Call Center

Monet Software

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. Workforce management is one critical component to implementing a full-blown workforce engagement management strategy in your contact center.

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Call Center Optimization: Best Practices & Strategies

JustCall

With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement. It also manages the hiring and training of employees, call center workforce scheduling and better customer interaction.

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Customer Service Call Centers

NobelBiz

In this comprehensive guide, we’ll dive into the nuances of customer service in call centers, exploring everything from the evolution of call centers to the latest trends and best practices. What is a Customer Service Call Center?

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Beginning Again in 2021: Takeaways from a Tough Year

Monet Software

And for employees, to have their opinions and firsthand experience valued in this manner was extremely motivating—and that helped enhance contact center employee engagement. #2 Speaking of employee engagement, it recently got a big boost in many SMB contact centers. Sure, there’s always talk about call center workforce engagement.