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

Noble Systems

APRIL 14, 2021

You can spend more time developing your existing employees’ skills and less time trying to find new people to fill empty spots. 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.

virtual call center 98

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

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

Verint

FEBRUARY 10, 2016

After all, those are the people who serve your customers and help determine if they stay loyal or not. 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.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

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

Noble Systems

SEPTEMBER 29, 2020

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. Contact Strategy Planning & Automated Decision Processing – Get results with intelligent data modeling. What are the Benefits of using a WFO Solution?

Management 86

Management Gamification Quality management Schedule adherence 86

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

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 54

Contact Center Management contact center workforce Employee engagement 54

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

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

Verint

AUGUST 18, 2017

It was also interested in surfacing trends and hidden insights, as well as creating more transparency about employee performance.

Customer Service 42

Customer Service Healthcare Analytics Contact Center 42

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

Serenova

FEBRUARY 11, 2019

As a result, when it comes to customer service—in contrast to Gen X and Baby Boomers before them—their first inclination is not to make a telephone call. It’s also important to bridge the agent generational divide within your contact center workforce. Want to Learn about More Trends? Get the Trends E-book .

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Fonolo

MARCH 8, 2022

Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. Call centers that provide exceptional customer service usually have many people working behind the scenes to ensure operational efficiency. The benefits?

call center workforce 75

call center workforce Call Center Agent burnout Management 75

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

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

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. Choosing the right contact center software is essential for success.

Contact center software 40

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

Verint

DECEMBER 13, 2017

Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. Increase Employee Engagement by Providing Transparency.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Coaching 26

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

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

OCTOBER 30, 2017

Attendees will learn how using technology to automate a quality program, from scoring through coaching, can produce real-life benefits for quality teams, as well as for frontline employees, customers and organizations as a whole. The Customer Service Summit. November 16; New York City.

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 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

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

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

Calabrio

MARCH 17, 2025

Many contact centers struggle with overstaffing or understaffing – two costly workforce pitfalls that can severely impact revenue, customer satisfaction, and employee engagement. Ready to optimize your workforce? DOJO, a premier payment provider in the UK is just one of many examples of this.

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52