Verint

AUGUST 17, 2017

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. When I probed with a technology question to one of the interviewees, the CEO of a large outsourcer, his response was, “Technology is easy.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

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

Calabrio

MARCH 22, 2025

When a single call, text, or even chatbot message is charged with so much potential impact, the task of effective contact center management has taken on a new level importance. At the same time, contact center operations have also taken on a new level complexity.

Best practices 52

Best practices Contact Center Management Call Center 52

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 trillion dollars ? Yes, thats trillion , with a t.

Gamification 52

Gamification Contact Center Call Center Metrics 52

Noble Systems

APRIL 14, 2021

With better training and better morale, virtual call center employees can even be more productive than in a bricks-and-mortar site, leading to improved customer service. Choosing the best virtual contact center platform for your needs. Communicate often and clearly to employees and customers.

virtual call center 98

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

NICE inContact

AUGUST 12, 2019

While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. Scheduling is a critical contact center function, but like forecasting, can be tricky. Forecasting.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

Noble Systems

SEPTEMBER 29, 2020

What is Workforce Optimization (WFO)? Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing.

Management 86

Management Gamification Quality management Schedule adherence 86

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. Remote agents must also be prepared to adapt to new communication channels and emerging technologies.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

NICE inContact

AUGUST 12, 2019

While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. Scheduling is a critical contact center function, but like forecasting, can be tricky. Forecasting.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Playvox

OCTOBER 18, 2022

In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. Related Article: 4 Smart Reasons To Offer Remote Work In Your Contact Center.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

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. WEM adds the element of employee engagement as the linchpin to delivering outstanding CX.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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. Tools and Technology. The importance of employee engagement can’t be overstated.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

Noble Systems

AUGUST 8, 2019

Sustainable engagement is what is required to ensure agents remain happy, want to stay with the company, and are motivated to do more and do better. Gamification , which uses game mechanics such as points, badges, leaderboards, rewards and recognition, is an enabling technology that has gained popularity in recent years in contact centers.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

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

Christian Montes With over 15 years of leveraging technology and creative tactics to drive outcomes, Christian has worked with some of the world’s largest Enterprise Contact Centers, BPOs, and Global CCaaS providers. Host of both the First Contact – Stories of the Call Center Podcast.

call center workforce 52

call center workforce Call Center Management Gamification 52

Verint

AUGUST 23, 2017

Today’s workforce looks very different than the one from just five years ago. Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center. of employees are disengaged.

Gamification 42

Gamification Employee engagement Contact Center Best practices 42

Verint

JUNE 29, 2017

The latest enhancements to the Verint Employee Engagement and Engagement Channels suites are based on feedback from our customers and the changing needs of the marketplace. Now, all of its employees have fast and consistent access to information—and the single central repository is still maintained. You talk, we listen.

Customer Service 31

Customer Service Employee engagement Wait times Contact Center 31

Hodusoft

NOVEMBER 29, 2022

Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. The software is easy to use and scores high in user satisfaction. Cons : Some reports of technical issues.

Contact center software 40

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

Verint

DECEMBER 15, 2017

The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation groundswell will do nothing but grow in the months and years ahead.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Verint

OCTOBER 30, 2017

Although news about recent advances in automation technology may be creating employee anxiety, these capabilities can actually empower employees and make their lives—and those of your customers—even better.

Contact Center 6

Contact Center Self service Best practices Coaching 6

Verint

FEBRUARY 7, 2018

Automation capabilities can actually empower employees and make their lives—and those of your customers—even better. Using technology to automate your quality program—from scoring through coaching—can produce real-life benefits to your quality team, as well as your frontline employees, your customers and your company.

Quality management 25

Quality management Coaching Contact Center Management 25

Calabrio

MARCH 17, 2025

Many contact centers struggle with overstaffing or understaffing – two costly workforce pitfalls that can severely impact revenue, customer satisfaction, and employee engagement. Youre not alone. The results? Save on overhead costs, drive greater efficiency , and more!

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52