Aspect

JANUARY 21, 2019

And happy employees are vital to an effective contact center. Much has been written by industry analysts, and studies have shown the direct relationship between agent happiness and customer happiness. Stay tuned for our next blog explaining how we are using Workforce AI to make life easier for the entire workforce.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

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

Noble Systems

APRIL 14, 2021

Likewise, the virtual option offers benefits for employees. The call center industry especially is known for high employee attrition rates. Rather than siloing information and data in separate areas, the unified virtual call center solution lets your systems work together.

virtual call center 98

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

Calabrio

MARCH 22, 2025

Managing People: Workforce Management in the Contact Center Despite the digital transformation of contact centers and the even more recent rise of artificial intelligence, contact centers are still fundamentally fueled by human action.

Best practices 52

Best practices Contact Center Management Call Center 52

Vistio

FEBRUARY 1, 2024

The rise of remote work brought about by the global pandemic has had significant implications on various industries, with contact centers being no exception. By immersing remote agents in real-world customer interactions, your contact center workforce can develop the confidence and competence needed to succeed in their roles.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

Fonolo

MARCH 8, 2022

Call centers that provide exceptional customer service usually have many people working behind the scenes to ensure operational efficiency. One vital aspect of call center efficiency is call center workforce management (WFM). Industry Report: State of the Contact Center 2022. The benefits?

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Serenova

FEBRUARY 11, 2019

In fact, Mark Matthews, vice president of research development and industry analysis at the National Retail Federation, warns businesses that Generation Z in particular expects frictionless experiences that align with their expectations for immediacy and convenience. Want to Learn about More Trends? Get the Trends E-book .

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

Noble Systems

AUGUST 8, 2019

At-home agents add a wealth of experience to the team along with a strong work ethic and professionalism that leads to higher levels of productivity and performance and better employee and customer satisfaction. These factors contribute to lower attrition rates in an industry fraught with high levels of turnover.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

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

NobelBiz

MAY 22, 2022

We’ve relied on the knowledge of three experts with decades of experience in the contact center space and call center workforce management in particular. Jennifer Brown Jennifer has 35 years in the call center industry, with the last 25 spent in leadership. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

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. contact center industry. For these individuals, automated scoring can be introduced to the contact center at their own pace.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Hodusoft

NOVEMBER 29, 2022

To summarize If you’re looking for a robust solution for your contact center, you can consider any of these 10 best contact center workforce software. Cons : Being a relatively new entrant in the market, it lacks the brand recognition that the heavyweights have. Cons : Some reports of technical issues.

Contact center software 40

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

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. Meet other users from your region or industry at our popular breakfast roundtables and Coffee Talk sessions. Share your perspectives on doing business with us in the Customer Experience Zone.

Entertainment 36

Entertainment Best practices Journey mapping Management 36