CCNG

SEPTEMBER 11, 2024

The shift to remote work prompted contact centers to adapt their workforce management strategies. By automating routine tasks and leveraging human skills for complex queries, contact centers maintain a balance between operational efficiency and empathetic customer service.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

SQM Group

MARCH 10, 2022

The essence of an effective agent career development program is to have a formalized plan to achieve alignment between an agent's career aspirations and the contact center's workforce needs. Unveil this best practice for retaining agents and improving customer service.

contact center workforce 98

contact center workforce Best practices Contact Center Customer Service 98

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. the Same Time. We all love a win-win.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Calabrio

FEBRUARY 25, 2025

As a result, customer reviews of the NICE WFM setup process leave much to be desired. 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. Learn more about how Aspect Workforce compares with Calabrio ONE.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Monet Software

JANUARY 20, 2021

As a long-time industry analyst focused on the contact center workforce optimization market, I have long questioned why small to medium-size (SMB) businesses do not get more love from the major WFO vendors. Since 2007 Pelorus Associates has authored 19 comprehensive reports on WFO applications.

contact center workforce 118

contact center workforce Contact Center Service level Engineering 118

TechSee

FEBRUARY 12, 2019

Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools.

Self service 111

Self service Contact Center contact center workforce Banking 111

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Other support tools, like workforce management and quality management, are following as well. End-to-End Customer Experience Transparency.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Calabrio

FEBRUARY 28, 2025

Topic tracking and issue identification: Voice analytics identifies customer satisfaction levels by analyzing recurring themes, trends, and sentiment within conversations. This data allows businesses to address customer service needs more effectively and personalize their offerings.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

Fonolo

NOVEMBER 3, 2022

Once you’ve established the goals you’d like to achieve for the call center, communicate them to your team members clearly and provide status updates along the way. How to Set Team Customer Service Goals. Make sure your call center agents are consistently engaged. As the saying goes: “Happiness is contagious!”

Call Center 128

Call Center Interactive Voice Response First call resolution Contact Center 128

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Other support tools, like workforce management and quality management, are following as well. End-to-End Customer Experience Transparency.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Fonolo

OCTOBER 13, 2020

There are Better Options for the Contact Center Workforce. While the nation’s top companies poured money into improving employee experience, many contact centers relied on the (seemingly) endless chain of young, unqualified people to manage their phone lines.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

Calabrio

MARCH 25, 2025

Engaged agents are more likely to deliver exceptional customer service, leading to improved CSAT and FCR. Want to learn more about how Calabrios contact center workforce optimization solutions can help you measure, evaluate, and improve agent performance? Book a free demo today.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

CSM Magazine

MAY 22, 2024

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.”

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

Fonolo

OCTOBER 3, 2018

This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. All contact centers face barriers, and you certainly know your own intimately. Maybe it’s budget.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Aspect

FEBRUARY 24, 2020

When efficiency is your focus, many organizations implement strategies with the assumption that workforce management (WFM) should be entirely separate from customer-focused considerations. Customers, agents and the enterprise share the common goal of great customer service.

contact center workforce 62

contact center workforce Enterprise Contact Center Management 62

Calabrio

MARCH 7, 2025

Identify Key Sources of Agent Stress A Salesforce survey found that 71% of service agents in contact centers had considered quitting in the past six months and 69% considered leaving customer service entirely. Why make their jobs harder than they need to be?

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Calabrio

MARCH 5, 2025

First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact. Analytics What is First Call Resolution? Why is First Call Resolution Important?

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Working Solutions

JULY 14, 2020

April Wiita poses a probing point in a new Contact Center World piece: As the Pandemic Continues: Is Your Customer Service Ready for Hurricane Season? As vice president of Customer Success at Working Solutions, she is leading clients’ on-demand contact center workforces through the pandemic—just as she’s […].

contact center workforce 52

contact center workforce Contact Center Customer Service outsourcing 52

NobelBiz

APRIL 2, 2024

In this comprehensive article, we’ll explore the world of Enterprise Contact Center Solutions, learning about key features, top providers, types, on boarding processes and more. The NobelBiz reporting and analytics tools provide valuable insights into customer interactions, agent performance, and operational efficiency.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Noble Systems

APRIL 14, 2021

With better training and better morale, virtual call center employees can even be more productive than in a bricks-and-mortar site, leading to improved customer service. Choosing the best virtual contact center platform for your needs. Communicate often and clearly to employees and customers.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Calabrio

FEBRUARY 25, 2025

The Benefits of a Customer Experience Platform Even though they might ultimately do so in various ways, CX management platforms can play a critical role for todays businesses, delivering an array of important benefits in customer service, marketing, sales, and beyond.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Remember that engaged employees work harder, care more about the company, the people they work with and ultimately care more about the customer. – Shep Hyken.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

Noble Systems

MAY 4, 2021

The Call Center came first, and was primarily based on telephone communications. The call center largely began to receive inbound phone calls from customers to handle questions, customer service, etc. Enterprising groups started to use the call center for outbound calls, too, for sales, surveys, or follow-up.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

Vistio

FEBRUARY 1, 2024

It offers remote agents the opportunity to practice complex customer interactions within a realistic virtual practice environment, bridging the gap between traditional training and real-life customer service situations. How Artificial Intelligence Can Transform Your Remote Contact Center 1.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

Calabrio

OCTOBER 30, 2018

Calabrio News Calabrio Builds on Promise of Easy, Personalized and Smart Solutions for Enterprises Share Complexity in the contact center impacts the bottom line. New suite-wide platform and quality management enhancements ease administration of users and systems by reducing the burden on IT and contact center staff.

Enterprise 52

Enterprise Personalization contact center workforce industry standards 52

Playvox

APRIL 19, 2022

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. Today’s business climate is in a constant state of flux, which means contact center leaders – and their staffing plans – can’t be static.

Contact Center 79

Contact Center Finance contact center workforce Surveys 79

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Going forward, what will these trends be?

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Playvox

JANUARY 5, 2022

After all, you can’t expect your hybrid team to deliver top-notch customer service if they can’t access the information or solutions they need when working off-site. A cloud-based workforce management solution is a must-have for hybrid teams. Agents can earn rewards for successfully completing challenges. Train Regularly.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Calabrio

MARCH 22, 2025

Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. They use data-driven insights to help balance operational efficiency with customer service needs.

Best practices 52

Best practices Contact Center Management Call Center 52

Calabrio

APRIL 12, 2021

We’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations. We’re proud to share that one of these innovators has been recognized by the Society of Workforce Planning Professionals as a top-notch contact center leader.

Social media contact 59

Social media contact contact center workforce Contact Center Call Center 59

Noble Systems

SEPTEMBER 29, 2020

Interaction Analytics & Reporting – Speech analytics uses your call recordings and text-based interactions to generate a wealth of intelligence on customers and agents and helps identify trends and opportunities. Contact Strategy Planning & Automated Decision Processing – Get results with intelligent data modeling.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

APRIL 14, 2022

Service quality is as important to a business as the taste of the food coming from the kitchen. No matter what kind of restaurant it is, excellent customer service is crucial to keeping it prosperous. Despite gains in self-service adoption, contact center agents are still central to providing consistently satisfying CX.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

Verint

AUGUST 18, 2017

This provider leverages Verint Workforce Optimization across its customer service and back-office operations—as well as Verint Speech Analytics within its contact centers—to help create more operational efficiencies and help its employees understand and have an even more positive impact on patients’ lives.

Customer Service 42

Customer Service Healthcare Analytics Contact Center 42

NICE inContact

AUGUST 12, 2019

The ability to achieve the “right” staffing mix has a direct impact on customer service metrics like service levels (SLA), average speed of answer (ASA), and customer satisfaction (CSAT). 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

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77