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 Different personalities and preferences require tailored strategies. trillion dollars ?

Gamification 52

Gamification Contact Center Call Center Metrics 52

Aspect

JANUARY 21, 2019

Here are a few examples: Software tools that use advanced human-computer interface techniques: As seen in modern UIs, graphical icon and widget-based dashboards show employees exactly what they need to know at a glance. 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

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

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

Calabrio

MARCH 22, 2025

A well-managed contact center enhances customer loyalty, drives revenue growth, and provides competitive differentiation. The ability to deliver personalized and seamless customer experiences is paramount. Thats why effective contact center workforce management is a cornerstone of any successful operation.

Best practices 52

Best practices Contact Center Management Call Center 52

Playvox

JANUARY 25, 2024

Workforce management for contact centers 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. Why is WEM Better than WFO?

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

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

Serenova

FEBRUARY 11, 2019

Millennials and Generation Z expect a fast, personalized and secure customer experience when they feel it is necessary to move to the phone. It’s also important to bridge the agent generational divide within your contact center workforce. But it would be a mistake to eliminate human touch completely.

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

When managing your workforce, you must ensure staffing and training levels are adequate to keep your contact center operational. The best WFM enlists strategy to help management make the best use of agent labor hours to yield efficiency and revenue, without sacrificing employee engagement or customer loyalty and satisfaction.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Noble Systems

AUGUST 8, 2019

According to a recent study by GlobalWorkplaceAnalytics.com, at-home workers typically save businesses $11,000/per person per year. Although an at-home agent model offers many benefits to both employees and employers, it is not without its challenges. This signals areas they consider to be energy zapping or demotivating.).

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

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

Hodusoft

NOVEMBER 29, 2022

The US-based contact center software provider has three top contact center software—Cloud CX, which is a unified contact center platform on the cloud, Genesys DX, an AI-powered platform for designing self-service, and Multicloud CX for personalized experiences and hybrid environments.

Contact center software 40

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

Verint

MAY 29, 2015

The proliferation of the multi-device, omnichannel culture has made it more difficult than ever for organizations to manage the people and processes required to respond to consumer expectations in a consistent, personalized and contextual manner.

Big data 44

Big data Personalization Customer Service Management 44

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

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