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

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 trillion dollars ? Yes, thats trillion , with a t. achieving 100 percent schedule adherence).

Gamification 52

Gamification Contact Center Call Center Metrics 52

Calabrio

MARCH 22, 2025

By focusing on agent empowerment, process optimization, and data-driven decision-making, businesses can create a contact center that not only meets but exceeds customer expectations, fostering long-term relationships and driving business success.

Best practices 52

Best practices Contact Center Management Call Center 52

NICE inContact

AUGUST 12, 2019

With people representing 67% of the cost of a typical contact center, “right” staffing also has a direct impact on operational metrics like labor cost, as you seek the perfect balance of meeting customer demand while avoiding over- or understaffing.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

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. Elements of a WFO Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

NICE inContact

AUGUST 12, 2019

With people representing 67% of the cost of a typical contact center, “right” staffing also has a direct impact on operational metrics like labor cost, as you seek the perfect balance of meeting customer demand while avoiding over- or understaffing.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Playvox

OCTOBER 18, 2022

a customer service center manager at a fitness company, shared, “We pay well, and we schedule two stand-up meetings daily to maintain face-to-face contact. We focus on regular contact and communication.” “We We schedule virtual happy hours and one-on-one meetings with supervisors.”. Leanne Y., Philip A.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Vistio

FEBRUARY 1, 2024

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. This robust skillset enables remote agents to tackle even the most challenging customer interactions with confidence and efficiency.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

USAN

MAY 10, 2022

Following are some helpful workforce optimization strategies for improving agent engagement and the agent experience overall: 1. One emerging trend in contact center workforce management is shift bidding. As it turns out, gamification has proven to be a powerful way to bolster agent engagement.

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

Morale 48

Morale Quality management contact center workforce Employee engagement 48

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

Noble Systems

AUGUST 8, 2019

In addition to daily feedback and communication through gamification, it is important to schedule face-to-face meetings with remote agents. If acknowledging work anniversaries and employee birthdays are part of your company’s traditions, be sure to include at-home agents. Leverage video conferencing.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

NobelBiz

MAY 22, 2022

In our attempt to make sense of the struggles of hiring, keeping, and meeting the needs of call center agents. 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. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

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

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. Moreover, it can be customized to meet the needs of different businesses. The software is easy to use and scores high in user satisfaction.

Contact center software 40

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

Verint

DECEMBER 13, 2017

What solutions should we invest in to help achieve customer experience goals and meet customer expectations? This may be true for your organization when it comes to workforce optimization. Increase Employee Engagement by Providing Transparency. helping your organization to create a better customer experience.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Coaching 26

Verint

FEBRUARY 21, 2018

Meet other users from your region or industry at our popular breakfast roundtables and Coffee Talk sessions. Get a sneak peek at what Verint is planning for the future in the Product Innovation Zone. Share your perspectives on doing business with us in the Customer Experience Zone.

Entertainment 36

Entertainment Best practices Journey mapping Management 36

Verint

OCTOBER 30, 2017

The contact center is often just the start of the customer’s journey. After the order or inquiry is received, the work is executed in back-office processing areas that often lack the solutions and processes to maximize performance and meet ever-growing speed and accuracy customer expectations.

Contact Center 6

Contact Center Self service Best practices Coaching 6