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 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Employee engagement. Intraday management.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Employee engagement. Intraday management.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Verint

FEBRUARY 10, 2016

While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. 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

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. However, the two main components are Quality Management and Workforce Management.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

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. 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

USAN

MAY 10, 2022

Most contact centers have been optimizing the customer experience for years. They’ve started offering a more robust omnichannel experience, allowing customers to engage with them in myriad ways and enabling agents to provide proactive service efficiently and effectively. Shift Bidding.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

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. Specialties like customer service can feel nebulous. Here’s how. #1

Morale 48

Morale Quality management contact center workforce Employee engagement 48

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). Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Serenova

FEBRUARY 11, 2019

In fact, according to Crossing the Generational Divide: Providing Customer Service for Today’s Consumers , 32 percent of Millennials are so averse to calling contact centers that they say they’d rather go shopping on Christmas Eve. It’s also important to bridge the agent generational divide within your contact center workforce.

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

Verint

AUGUST 23, 2017

That means almost two-thirds of today’s employees are fairly unmotivated and more likely to be inefficient, make mistakes, offer a poor customer experience, feel disconnected from their work and what is happening around them—and consider looking for a different job. Think about that for a minute.

Gamification 42

Gamification Employee engagement Contact Center Best practices 42

Hodusoft

NOVEMBER 29, 2022

In 2021, HoduCC scored 90 out of 100 on GetApp’s data quadrants and achieved high user ratings in five key areas, which made it a category leader in Gartner’s GetApp category and one of the best customer experience software. The software is easy to use and scores high in user satisfaction. RingCentral. Unavailability of pricing plans.

Contact center software 40

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

NobelBiz

MAY 22, 2022

Effective workforce management leads to a better customer experience, cost savings, and, probably most importantly, higher employee engagement and attrition. Next, let’s go through a non-exhaustive list of benefits that can come with improved workforce management.

call center workforce 52

call center workforce Call Center Management Gamification 52

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

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

Enhancing what you have to deliver better experiences. A question being asked within many organizations is—how can we deliver better customer experiences? What solutions should we invest in to help achieve customer experience goals and meet customer expectations?

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Coaching 26

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. Following are three customer examples of where these advancements are well underway. You talk, we listen. Global Warranty Company.

Customer Service 31

Customer Service Employee engagement Wait times Contact Center 31

Verint

FEBRUARY 21, 2018

Hear from Holland American Line, PlumChoice, NRG Energy, Allianz Worldwide Partners, Premier Bankcard and Navy Federal Credit Union on how they put Verint solutions to work to better serve their customers. Share your perspectives on doing business with us in the Customer Experience Zone.

Entertainment 36

Entertainment Best practices Journey mapping Management 36

Verint

MAY 29, 2015

Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.

Big data 44

Big data Personalization Customer Service Management 44

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

MARCH 29, 2018

They can also share their perspectives on doing business with us in the Customer Experience Zone. Conference attendees will have the opportunity to get a sneak peek at what Verint is planning for the future in the Product Innovation Zone.

Big data 23

Big data Journey mapping Customer Experience Management 23

Verint

JUNE 2, 2015

Verint’s Donna Denehy, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” She will explore how recording, analytics and customer feedback are all involved in the ongoing transformation of quality. CRMXchange Virtual Conference: Quality Assurance and Analytics. June 1-4; Online Webinar.

Analytics 35

Analytics Enterprise Feedback Customer effort 35

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

This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them. 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