Remove contact center workforce Remove Employee engagement Remove Trends
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Workforce Management Software Improves Employee Engagement

DMG Consulting

Workforce Management Software Improves Employee Engagement. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship. For phone calls, WFM vendors prefer to collect two to three years of call volume to identify trends.

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Top 5 Best Practices for Successfully Transitioning from Onsite to an At-Home Contact Center Workforce

Noble Systems

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience.

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Schedule like a Boss

Monet Software

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. the Same Time. We all love a win-win.

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Looking Ahead: Five Contact Center Trends to Know and Use in 2019 (Part 5)

Serenova

Tapping into these generational shifts is one of five trends highlighted in our e-book, Contact Center Trends You Need to Know 2019. Let’s talk about how to do that to benefit your contact center this year and beyond. Want to Learn about More Trends? Get the Trends E-book .

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Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

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. Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.

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Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

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.

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Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

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.