Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it.

Morale 100

Morale Agent burnout Contact Center Coaching 100

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

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

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

SEPTEMBER 29, 2020

In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. What is Workforce Optimization (WFO)? How does WFO work in the Call Center?

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Therefore, workforce optimization strategies should be front and center to your business goals.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Vistio

FEBRUARY 1, 2024

Read on as we uncover the potential of integrating ServiceSim’s cutting-edge simulated customer training into your remote contact center strategy, ensuring your remote agents are empowered to deliver exceptional customer service, regardless of their physical location.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 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

USAN

MAY 10, 2022

Despite these stumbling blocks, businesses are figuring out how to create engaged agents by implementing workforce optimization strategies. Supporting Employees and Improving the Agent Experience. One emerging trend in contact center workforce management is shift bidding. Workforce Flexibility.

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

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

Serenova

FEBRUARY 11, 2019

In fact, according to Crossing the Generational Divide: Providing Customer Service for Today’s Consumers , 32 percent of Millennials are so averse to calling contact centers that they say they’d rather go shopping on Christmas Eve. It’s also important to bridge the agent generational divide within your contact center workforce.

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

NobelBiz

MAY 22, 2022

She has a strong interest in communication and empathy and has worked to create Parker Staffing ‘s job seeker attraction strategy as the Vice President of Talent Acquisition. Effective workforce management leads to a better customer experience, cost savings, and, probably most importantly, higher employee engagement and attrition.

call center workforce 52

call center workforce Call Center Management Gamification 52

Verint

MAY 29, 2015

However, what is described above isn’t a totally unreachable utopia—it is the result of a smarter customer engagement strategy.

Big data 44

Big data Personalization Customer Service Management 44

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. Verint’s Craig Seebach, vice president, workforce optimization strategy, will present this content at 11 a.m. The contact center is often just the start of the customer’s journey. Empower Your Employees with More Data, More Automation.

Contact Center 6

Contact Center Self service Best practices Coaching 6

Verint

MARCH 29, 2018

He’ll also outline a five-stage strategy for achieving interconnected success that the audience can apply at home and work for greater energy, productivity and success. Using big data and the findings from his research in 50 countries, Achor will show how pursuing success using an individual, self-focused approach can limit our progress.

Big data 23

Big data Journey mapping Customer Experience Management 23