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

Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. 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

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. Having the wrong agents available to answer customers for the skills or contact types that are coming in.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

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. Having the wrong agents available to answer customers for the skills or contact types that are coming in.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Playvox

JANUARY 25, 2024

This results in long wait times and abandoned conversations. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. WEM adds the element of employee engagement as the linchpin to delivering outstanding CX. Why is WEM Better than WFO?

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

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

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. The risks of understaffing include: Longer wait times Customers become frustrated and may abandon calls or chats.

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52