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Top 5 Best Practices for Successfully Transitioning from Onsite to an At-Home Contact Center Workforce

Noble Systems

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

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Contact Center Workforce Management: 2025 Guide

Balto

Mastering contact center workforce management in your contact center isn’t just about efficiencyits about creating a positive ripple effect. Effective contact center workforce management is the key to keeping both your agents and your customers happy. Start with these key steps.

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Top 5 NICE Workforce Management Competitors and Alternatives

Calabrio

In a 2024 G2 report based on input from real users, NICE WFMs Ease of Setup score was the lowest among leading contact center workforce software providers. Strong learning and coaching support: Talkdesk is known for its strong support team. And the reports are not flexible.

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Zenarate AI Coach Highlighted in Frost and Sullivan Report on Workforce Optimization in Global Contact Centers

CSM Magazine

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.”

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How Has COVID-19 Affected Call Center Agent Turnover?

Fonolo

” — Annette Franz , CEO of CXJourney , Official Forbes Coach, Keynote Speaker and Author. Our research shows that contact center executives are still very keen to solve agent attrition. Annette Franz , CEO of CXJourney , Official Forbes Coach, Keynote Speaker and Author.

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How to Combat Call Center Agent Attrition

Calabrio

Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction. 9 Ways to Combat Call Center Agent Attrition Reducing agent attrition is crucial for maintaining a stable and productive call center environment. Listen to your customers!

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Are Remote Agents the Future of Contact Centers?

Monet Software

The contact center workforce was already going remote. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Numerous companies had adopted it as their sole workforce model, among them many SMBs that found in remote agents a flexible, low-overhead workforce option.