Monet Software

MARCH 10, 2021

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 pandemic forced companies to try remote call center agents.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance.

Management 86

Management Gamification Quality management Schedule adherence 86

Monet Software

MARCH 4, 2021

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.

call center workforce 71

call center workforce Employee engagement Contact Center Call Center 71

Monet Software

NOVEMBER 11, 2020

In this case, you’ll want to investigate the underlying factors contributing to high levels of burnout—things like an obsessive focus on average handle time, negativity in quality management and coaching, a lack of autonomy for agents, inflexible schedules and so on. Fortunately, there is a prescription for burnout prevention.

Morale 100

Morale Agent burnout Contact Center Coaching 100

JustCall

JANUARY 19, 2023

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.

Best practices 52

Best practices Call Center call center workforce Abandon rate 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. Workforce management is one critical component to implementing a full-blown workforce engagement management strategy in your contact center.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62