Tenfold - Contact Center Blog

DECEMBER 28, 2017

Quick response of call center agents matters much to satisfy the customers. Because all calls are screened quickly, trends–both negative and positive–can be discovered quickly and adjustments can be made in an efficient manner. Call centers that maintain a large workforce need to monitor the monthly turnover rate.

call center workforce 54

call center workforce Call Center Technology Management 54

LiveVox

DECEMBER 23, 2019

WFO: 5 Trends Shaping Analytics and Business Intelligence Call center workforce optimization is top of mind for leaders in financial services and beyond. From tricked-out ticketing systems to agent call recordings there is nothing we can’t pin a.

Analytics 52

Analytics call center workforce Call Center 52

ROI CX Solutions

FEBRUARY 25, 2025

Data-driven insights: The best workforce management software provides strong reporting and analytics features to help managers make informed decisions. Businesses can fine-tune their workforce strategies with performance metrics offered by WFM tools. What is workforce management in a call center? Who can WFM help?

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Call Center Management call center workforce Employee engagement 52

CSR Inc.

JANUARY 8, 2017

And while call centers are expected to see an uptick in staffing in 2017 ( did you know that 4% of working Americans – about 5 million – already work in a call center ?) more millennials enter the call center workforce, changes will be necessary in work processes and procedures.

Call Center 48

Call Center Multichannel call center workforce Gamification 48

Fonolo

MARCH 29, 2022

There’s a lot that goes into running an efficient call center. Employee training, consistent management, the right call center software – the list goes on, but one thing stands apart from the rest: call center workforce management. How to Foster Agent Engagement in a Hybrid Contact Center.

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Call Center call center workforce Management Average Handle Time 81

Expivia

SEPTEMBER 2, 2021

Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. Snapshot Reports – Monthly Volume Trend.

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

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Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Turning a Contact Center into a Profit Center. Budgets are Trending. Nicola Behr. Nicola Behr. Nicola Behr.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. How Does WFM Impact the Agent Experience?

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contact center workforce Best practices Contact Center Management 106

Fonolo

MAY 19, 2022

With these trends in mind, we’ve compiled a list of our top contact center technology picks for 2022, to ensure your virtual contact center is staying ahead of the curve. How to Foster Agent Engagement in a Hybrid Contact Center. 3 Things to Consider When Picking a Call Center Workforce Management Software.

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Contact Center Interactive Voice Response Technology CRM 87

Outsource Consultants

JANUARY 19, 2021

Let Us Help You Find the Most Cost-Effective Region for Your Call Center . Myth #2: India as a Call Center Destination is Over. The last decade has seen the Philippines reign supreme as the hub of the call center workforce — eclipsing the long-time leader, India, in total call center agents.

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outsourcing Call Center call center workforce Technical Support 98

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). What is Workforce Management for Call Centers? Contact center leaders know that carefully laid out schedules quickly can go awry on any given day.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Fonolo

FEBRUARY 22, 2022

So, let’s dive into what call center attrition is, what causes it, how to calculate it, and how to use it to inform employee retention strategies. Your All-in-One Guide to Call Center Workforce Optimization. What is Call Center Attrition and Why is it Important? While a low attrition rate like 16.7%

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Call Center Contact Center call center workforce Morale 87

Fonolo

MAY 19, 2022

With these trends in mind, we’ve compiled a list of our top contact center technology picks for 2022, to ensure your virtual contact center is staying ahead of the curve. How to Foster Agent Engagement in a Hybrid Contact Center. 3 Things to Consider When Picking a Call Center Workforce Management Software.

Contact Center 67

Contact Center Interactive Voice Response Technology CRM 67

Noble Systems

SEPTEMBER 29, 2020

How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. WFO is not just a single component; it bridges the span of the contact center to tie activities into an integrated strategy, working towards common business goals.

Management 86

Management Gamification Quality management Schedule adherence 86

SharpenCX

JUNE 16, 2020

Remote work isn’t just a trend any more. Many companies are building remote work strategies around the needs of their workforce. Download Now: Learn how trends in workforce management and other key areas are impacting contact centers, according to Frost & Sullivan. I told you, no need to freak out!

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Contact Center Management Employee engagement call center workforce 67

Balto

FEBRUARY 8, 2023

In this guide, we’ll help you understand what call center workforce management is and why it’s important. We’ll also share some actionable tips that can inspire your workforce management strategy. What Is Call Center Workforce Management?

Call Center 52

Call Center Management call center workforce Contact Center 52

Calabrio

MARCH 22, 2025

Go Deeper: Related Resources to Explore The Definitive Guide to Call Center Workforce Management Contact Center Forecasting Guide How to Drive Call Center Employee Engagement Managing Contact Center Processes: Strategizing for Operational Efficiency With empowered agents in the right place, your contact center will go far.

Best practices 52

Best practices Contact Center Management Call Center 52

Outsource Consultants

MARCH 4, 2025

From advanced workforce management to cutting-edge technology integration, we’ll cover the essential strategies that drive success in this competitive industry. Advanced Workforce Management Systems Managing a call center workforce effectively is no small feat.

Call Center 67

Call Center Gamification outsourcing Chatbots 67

Outsource Consultants

MAY 8, 2024

Why Colombia Wins the Call Center Outsourcing Game Colombia isn’t just a hotbed for outsourcing – it’s a strategic powerhouse for call center operations. Here’s what makes it a goldmine for businesses: A Booming Industry: The call center and BPO industry in Colombia is experiencing explosive growth.

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outsourcing Call Center Education Consulting 67

Insite Managed Solutions

DECEMBER 23, 2015

Turning a Contact Center into a Profit Center. Budgets are Trending. Is Your Call Center Workforce Management Optimized? 3 Ways Call Center Supervisors Can Reduce Costs. Building Blocks of Workforce Management. Top 10 Technological Contact Center Trends. Nicola Behr.

Call Center 40

Call Center call center workforce Coaching Contact Center 40

Balto

JANUARY 17, 2025

In this guide, well break down what contact center workforce management truly means, why its a critical part of your operations, and share practical tips to help you level up your strategy. What Is Call Center Workforce Management? That said, the process isnt always easy.

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contact center workforce Contact Center Management call center workforce 52

Insite Managed Solutions

OCTOBER 14, 2015

Understanding several other trends after schedules are out can also help you be successful. Turning a Contact Center into a Profit Center. Budgets are Trending. Is Your Call Center Workforce Management Optimized? 3 Ways Call Center Supervisors Can Reduce Costs. Are they being productive?

Management 40

Management Abandon rate Contact Center Metrics 40

Cisco - Contact Center

FEBRUARY 18, 2020

Bringing the power of cloud analytics to all Cisco on-premises contact centers, Customer Journey Analyzer provides advanced out-of-the-box reporting, arming contact center managers with historical data from multiple contact center deployments to generate specific business views across the business.

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Contact Center Enterprise Self service contact center solutions 94

NobelBiz

JUNE 4, 2024

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. Trust NobelBiz OMNI+ for a superior contact center solution.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Playvox

JUNE 22, 2023

Do you have the right technology in place to measure and support optimal CX, a hybrid workforce, and omnichannel support? What trends, such as AI , will shape CX in the coming years? Is your call center prepared? How are you tracking customer satisfaction and customer experiences?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Cisco - Contact Center

FEBRUARY 5, 2020

The talk included Collaboration and AI vendors, the details of the strategic partnership with Google Cloud’s Contact Center AI (CCAI), some practical examples and live demos of AI and Cisco Contact Center solutions and their immediate positive business impacts, such as improved customer experience and reduced costs.

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Contact Center contact center solutions Virtual Agent Interactive Voice Response 59

NobelBiz

OCTOBER 17, 2023

If you’re curious about the latest developments in call center workforce management, join us for a captivating episode of ‘First Contact: Stories of the Call Center,’ featuring Jon Arnold, a leading analyst in communication tech.

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Call Center Management Contact Center Analytics 59

Dialer 360

SEPTEMBER 14, 2022

Keep your call center up-to-date with new trends and technologies for agent growth and business success. Unlike the yesteryears when call centers only utilized a telephone and shouting agents, today’s contact centers have become highly sophisticated by incorporating different technologies into their operations.

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Call Center Interactive Voice Response Schedule adherence First call resolution 26