Conference Contact Center contact center workforce 
Aspect
JUNE 16, 2017
Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.
Playvox
APRIL 19, 2022
I recently spoke at the Society of Workforce Planning Professionals (SWPP) conference in Nashville, Tenn. Just an amped up audience of contact center workforce planning rock stars ready to talk about why customer support capacity planning as we know it must change. Loop in the Short-term Workforce Schedulers.
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BlueOcean
MARCH 31, 2022
Let’s look at what sports can teach us about consistency in achieving contact center service levels—and how to adapt to even the most unexpected outcomes. In the post -game press conference, the rookie Butler made it clear he didn’t just get lucky. Practice Makes (Almost) Perfect. In other words, experience is the best teacher.
Fonolo
MAY 7, 2015
Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Our 7 tips for great call center management are: Talk to Your Support Agents.
Playvox
APRIL 14, 2022
As businesses increasingly focus on customer experiences as a competitive differentiator, contact centers have taken center stage. Despite gains in self-service adoption, contact center agents are still central to providing consistently satisfying CX. What is the Goal of Workforce Planning?
Hodusoft
NOVEMBER 29, 2022
Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.
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. If you need help persuading your manager to allow you to attend, just download the conference justification memo that you can easily customize. Networking. Let’s do this, partner!
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