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

Serenova

APRIL 16, 2020

When employees feel supported, they perform better, making it easier to maintain business continuity in the short-term. Employee care programs also have a long-term impact on employee engagement , productivity, loyalty and retention. A Cloud-based Support Center for a Global Workforce.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

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

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.

virtual call center 98

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

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. Whatever your contact center size, Small, large, and in the middle), Workforce Optimization can deliver productivity and efficiency improvements.

Management 86

Management Gamification Quality management Schedule adherence 86

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. Group QA metrics into tiers, representing milestones toward interaction mastery.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

NobelBiz

MAY 22, 2022

The benefits of effective workforce management: Whether you’re a large or small business, you can’t afford to ignore workforce management, especially if you happen to manage a call center. 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