Monet Software

DECEMBER 17, 2020

Plus, a prospect’s perception of the company during the hiring process will affect the level of employee engagement in their first days and weeks on the job. Some call centers are using online psychographic testing and other virtual assessments, but don’t worry if you haven’t invested in these tools. Conclusion.

Call Center 118

Call Center contact center workforce Contact Center Employee engagement 118

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

Aspect

JANUARY 21, 2019

So, it’s not surprising that contact center employees, like the rest of the human race, would like to be able to make their lives easier. Unfortunately, the contact center environment has a few more limitations. But enhancements to agent software tools are only part of the picture.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Noble Systems

APRIL 14, 2021

The enterprise-level virtual call center solution will deliver the same level of service and features as a traditional model – such as IVR and intelligent routing, recording and QA, workflow designer, compliance tools, and more – rather than stripping out functionality. Communicate often and clearly to employees and customers.

virtual call center 98

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

Calabrio

MARCH 22, 2025

The right technology is key to facilitating contact center activity and accelerating improvement. Not only do they put strategies into action and contribute directly to customer satisfaction, but they provide valuable feedback and insights into the effectiveness and efficiency of contact center processes and tools.

Best practices 52

Best practices Contact Center Management Call Center 52

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

An effective WFO strategy can help a smaller center compete with larger groups, helping to level the playing field by using data-driven decision making to define employee and customer strategies across the organization. The Noble Workforce Optimization Suite. Voice of The Customer. Quality Management. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

Vistio

FEBRUARY 1, 2024

Overcoming the Challenges of Remote Work with Tailored Training Remote contact center agents often face unique challenges that can impact their abilities to deliver optimal customer service. These challenges include a lack of direct supervision, limited access to real-time support, and insufficient communication tools.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

Verint

FEBRUARY 10, 2016

While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. After all, those are the people who serve your customers and help determine if they stay loyal or not.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

Playvox

JANUARY 25, 2024

Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

OCTOBER 18, 2022

Offering remote work has a big impact on agent retention and recruiting: 41% of managers say a work-from-home option has reduced resignations, and 49% say they use it as a recruitment tool. Managers told us they feel good about how they’ve handled their remote workforce. We focus on regular contact and communication.”

Contact Center 69

Contact Center Management Coaching contact center workforce 69

USAN

MAY 10, 2022

Despite these stumbling blocks, businesses are figuring out how to create engaged agents by implementing workforce optimization strategies. They’re providing agent the tools they need to do their jobs to the best of their abilities, ultimately enhancing the agent experience. Tools and Technology. Shift Bidding.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

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. Those days are over.

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

Serenova

FEBRUARY 11, 2019

It’s also important to bridge the agent generational divide within your contact center workforce. Millennials and Generation Z want to feel like they’re making an impact, so contact center tools that empower them and reporting that helps them gauge and improve performance will promote engagement.

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

Noble Systems

AUGUST 8, 2019

Gamification can even be used to reward at-home agents for aptitude and usage of sales tools such as workforce management software and customer relationship management systems. According to ERG, companies that have gamified the onboarding process have enjoyed a 48% boost in engagement as well as a 36% improvement in employee turnover.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Verint

AUGUST 23, 2017

Are your employees expressing the desire to be more mobile? You can offer options for working remotely with tools that provide anywhere, anytime access to mobile apps, employee portals for human resources information and other sources. We all know today’s workforce is changing quickly and dramatically.

Gamification 42

Gamification Employee engagement Contact Center Best practices 42

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

Cons : The company’s contact center systems and user interface are more complicated than its competitors. It has higher rates of dropped calls than other tools. Avaya offers three variants of contact center software—Aura, Elite, and OneCloud CCaaS. It provides simple interfaces for non-technical users.

Contact center software 40

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

Verint

DECEMBER 13, 2017

Increase Employee Engagement by Providing Transparency. This combination of scorecards and automated quality can generate a greater sense of fairness in the evaluation process, empowering agents to examine their performance and self-correct behavior—ultimately increasing employee engagement.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Coaching 26

Verint

FEBRUARY 7, 2018

Engaging employees, giving them the tools and transparency they expect (and need!). ET | Duration: 30 minutes. Building on the first webinar, we’ll discuss: The transformative power of automation in improving work (not eliminating it). Shifting effort from scoring to coaching, and from reporting to improving performance.

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. DOJO has saved 60,000(about $77,000) and seen a 25%increase in efficiency.

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52