Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Figure 1 below illustrates responses to this question.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. 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).

Call Center 52

Call Center Schedule adherence call center workforce Management 52

NICE inContact

APRIL 7, 2021

But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions. 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.

Contact Center 65

Contact Center contact center workforce Employee engagement Best practices 65

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. Want to learn more?

Management 86

Management Gamification Quality management Schedule adherence 86

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee engagement 32

Employee engagement Contact Center Surveys Management 32

NICE inContact

AUGUST 12, 2019

While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

NICE inContact

AUGUST 12, 2019

While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Verint

FEBRUARY 10, 2016

While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. After all, those are the people who serve your customers and help determine if they stay loyal or not.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Call review and coaching sessions contribute to team building.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Playvox

JANUARY 25, 2024

This guide will explore the whats, hows, and whys of workforce optimization. What is Workforce Optimization? The concept of workforce optimization (WFO) is not new. WEM adds the element of employee engagement as the linchpin to delivering outstanding CX. Why is WEM Better than WFO?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Noble Systems

AUGUST 8, 2019

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. According to the National Association of Call Centers, over 50% of contact centers in the United States tout that some percentage of their agents are now working from home.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Verint

AUGUST 23, 2017

Once you make it easier for them to do their jobs well, you may be surprised at how much their engagement increases. We all know today’s workforce is changing quickly and dramatically. 1 State of the American Workplace , Gallup, Inc.

Gamification 42

Gamification Employee engagement Contact Center Best practices 42

Hodusoft

NOVEMBER 29, 2022

But after the introduction of the technology, customer service agents can handle customer interactions via a wide range of channels including phone calls, text messages, emails, live chats, and social media. That transformed call centers into contact centers. Cons : Some reports of technical issues.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Verint

JUNE 29, 2017

The latest enhancements to the Verint Employee Engagement and Engagement Channels suites are based on feedback from our customers and the changing needs of the marketplace. Now, all of its employees have fast and consistent access to information—and the single central repository is still maintained. You talk, we listen.

Customer Service 31

Customer Service Employee engagement Wait times Contact Center 31

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. contact center industry, and likely the global contact center industry. The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Verint

DECEMBER 13, 2017

When you can evaluate many more calls, you can get a better understanding of your agents’ performance and take appropriate action to automatically assign coaching exactly when and where it’s needed. Increase Employee Engagement by Providing Transparency. helping your organization to create a better customer experience.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Coaching 26

Verint

AUGUST 18, 2017

It was also interested in surfacing trends and hidden insights, as well as creating more transparency about employee performance. One of the leading healthcare service providers in the United States, Humana needed to streamline the work it was doing in its back office several years ago due to significant growth.

Customer Service 42

Customer Service Healthcare Analytics Contact Center 42

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

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. Verint’s Craig Seebach, vice president, workforce optimization strategy, will present this content at 11 a.m. The contact center is often just the start of the customer’s journey. November 9; Online Webinar.

Contact Center 6

Contact Center Self service Best practices Coaching 6

Verint

FEBRUARY 15, 2018

In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter. This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. Have you thought about that before?

Contact Center 26

Contact Center Average Handle Time First call resolution Customer Service 26

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management.

Quality management 25

Quality management Coaching Contact Center Management 25

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Shawn Achor, founder, GoodThink, Inc.

Big data 23

Big data Journey mapping Customer Experience Management 23