Balto

JANUARY 17, 2025

Mastering contact center workforce management in your contact center isn’t just about efficiencyits about creating a positive ripple effect. Effective contact center workforce management is the key to keeping both your agents and your customers happy. Start with these key steps.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

Playvox

APRIL 19, 2022

Just an amped up audience of contact center workforce planning rock stars ready to talk about why customer support capacity planning as we know it must change. To be effective, they must be shared with and regularly reviewed by the workforce team members who ensure the needs of the business – and customers – are being met.

Contact Center 79

Contact Center Finance contact center workforce Surveys 79

Serenova

APRIL 16, 2020

If employees are struggling with personal finances because spouses are laid off or are anxious because elderly parents are experiencing COVID-19 symptoms, managers need to support them with understanding, concern and grace. To learn more about the CxEngage Rapid Response program, click here or contact us now.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. August 5, 2021 Donna Fluss.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Calabrio

MARCH 30, 2016

From product development, engineering, finance, marketing and beyond, analytics is taking the guess work out of decision making. When a company leverages a data mart that combines analytics from the contact center, workforce management, CRM systems, website, social media, surveys, product engagement etc.,

Analytics 40

Analytics contact center workforce Contact Center Engineering 40

Balto

FEBRUARY 8, 2023

The cost of hiring, onboarding, and training an agent can significantly hurt your call center’s finances if you have a low turnover rate. Not to mention, your call center will develop a bad reputation and drive high-quality agents away from applying for open positions.

Call Center 52

Call Center Management call center workforce Contact Center 52

Verint

DECEMBER 9, 2015

There are no industry associations for back-office professionals such as the CCNG, a member network for Contact Center, Customer Service, and Customer Experience Management Professionals; the SHRM: Society for Human Resource Management for HR professionals; the AFP: Association for Financial Professionals for finance executives; and so forth.

CCNG 21

CCNG Banking Finance Contact Center 21