Calabrio

APRIL 8, 2025

In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call. Despite relying on surveys and focus groups, as well as tools like contact center sentiment analysis, to help them do so, many organizations struggle to get a real sense of how customers feel.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Calabrio

MARCH 5, 2025

As you measure, and attempt to optimize, your contact centers first call resolution rate, its crucial to keep benchmarks and industry standards in mind. Research from the SQM Group finds that the average FCR across all industries is about 68%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Calabrio

APRIL 12, 2021

The contact center workforce only had to grow 20-25% — to 800+ total — in order to cover an unexpected 50% increase in calls during COVID-19. Attrition has shrunk — by more than 25% in some groups. Some examples: Cost per call has decreased by 15%. Adherence has improved by 20%, to its current rate of over 90%.

Social media contact 59

Social media contact contact center workforce Contact Center Call Center 59

Noble Systems

SEPTEMBER 29, 2020

Whatever your contact center size, Small, large, and in the middle), Workforce Optimization can deliver productivity and efficiency improvements. A call center is a centralized site that is equipped to large volume of customer contacts – both incoming and outgoing – for an organization.

Management 86

Management Gamification Quality management Schedule adherence 86

Anexa BPO

SEPTEMBER 18, 2020

Anexa BPO won in the Most Exemplary Employer and Most Valuable Corporate Response COVID-19 response categories, which were specially created to honor the contributions of individuals, groups, and organizations that have worked valiantly over the past months to keep people safe, healthy, employed, and informed.

contact center workforce 52

contact center workforce Government Contact Center Management 52

Noble Systems

MAY 4, 2021

The Call Center came first, and was primarily based on telephone communications. The call center largely began to receive inbound phone calls from customers to handle questions, customer service, etc. Enterprising groups started to use the call center for outbound calls, too, for sales, surveys, or follow-up.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

Verint

NOVEMBER 16, 2017

Earlier in my career I managed the contact center workforce optimization group at one of the major North American wireless companies. Consider confirming an executive sponsor for your group so you avoid any internal conflicts or challenges. Think about starting a group in the next few days.

Wireless 32

Wireless contact center workforce Enterprise Customer centricity 32

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. This shift in responsibilities presents both opportunities and challenges for the future of the contact center workforce.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Serenova

APRIL 9, 2019

However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. These two generations now make up a growing proportion of contact center agents. You need to bridge gaps among different groups.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

Monet Software

SEPTEMBER 24, 2020

Group QA metrics into tiers, representing milestones toward interaction mastery. All of these tips center on a few ideas—instilling confidence, giving agents a voice and sense of control and helping them make progress toward new opportunities. As the numbers go up, so does agent confidence! Take it to the next level.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

NICE inContact

JULY 17, 2019

It can be daunting to create and scale a team of remote contact center agents. Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

Fonolo

MAY 7, 2015

What do great call center managers do? A contact center manager’s job is often a thankless one. Not only must they manage an often diverse and large group of customer support agents, but they must also manage the day-to-day running of the contact center itself; and the constant improvement of all those processes.

Call Center 126

Call Center Management Contact Center Coaching 126

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

FEBRUARY 21, 2018

This event offers so much, including pre-conference workshops focused on key solution areas, entertaining keynote sessions, and a broad range of informative breakout sessions, user groups, and networking opportunities. We’re extending our early-bird special to March 8, and discounts for groups and repeat attendees are available.

Entertainment 36

Entertainment Best practices Journey mapping Management 36

NobelBiz

MAY 22, 2022

This can be challenging from a leadership perspective to manage, as we were able to see within call centers: the more you can drive consistency, the better. You want to avoid situations like: <Well, that group has these perks versus we don’t have these perks.> > This can also lead to friction and churn as well.

call center workforce 52

call center workforce Call Center Management Gamification 52

Verint

DECEMBER 5, 2017

In a recent webinar, Top 5 Best Practices for Extending Workforce Optimization (WFO) Beyond the Contact Center , Craig Seebach shared additional research into this trend, the key barriers to integrating these functions, and how enterprise WFO can help improve speed, accuracy and cost to serve.

Contact Center 28

Contact Center Best practices Enterprise outsourcing 28

Verint

OCTOBER 30, 2017

Forrester Research’s Ian Jacobs, principal analyst, and Verint’s Kristyn Emenecker, global vice president, product strategy group, will present this content at 2 p.m. Empower Your Employees with More Data, More Automation. November 15; Online Webinar.

Contact Center 6

Contact Center Self service Best practices Coaching 6

Verint

SEPTEMBER 19, 2017

Literally dozens of publicly available surveys have concluded that Millennials would rather work in groups and prefer to have their co-workers weigh in on work decisions. Another solution that is poised for a major breakthrough before the end of 2018 is community software for employees.

Employee engagement 32

Employee engagement Contact Center Surveys Management 32

Verint

MARCH 29, 2018

Achor’s presentation is just one highlight from an action-packed week that will include pre-conference workshops focused on key solution areas, along with user groups, networking opportunities, and a broad range of informative breakout sessions. Discounts for groups and repeat attendees are available.

Big data 23

Big data Journey mapping Customer Experience Management 23

Aspect

JULY 15, 2020

These scheduling functions include: Schedule Editor, Request Viewer, Personal Account Balances, Group Allowance Account Balances, Trades, Trade Bulleting Board, Intra-day Staffing Balances and Agent Productivity. If you’d like to learn more about WFO Version 20 or request a demo, we’d love to talk !

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Balto

APRIL 20, 2023

The most represented age groups were 34-44 (39.95%) followed by 25-34 (23.08%) and 45-54 (23.08%). The sample population spanned a wide range of executive experience levels, industries, departments, age groups, and other demographic parameters. 2021 Contact Center Agent Survey Report​ - Balto Ai. The average age was 42.14

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Zoom International

NOVEMBER 7, 2018

It all start s with a simple survey question: R espondents are categorized into three groups: The Net Promoter® S core ( sm ) – which simply subtracts Detractors from Promoters - is calculated: (46.57% Promoters) – (34.66% Detractors) = 12 NPS. As you can see from the calculation, NPS® can be as low as ?

Contact Center 40

Contact Center Banking Surveys Metrics 40

Playvox

MARCH 21, 2022

That’s going to have a really potentially detrimental effect on economic recovery if that high-production, high-capacity, highly experienced group of people is out,” Hannah Grieser, marketing manager at labor market analytics firm Emsi Burning Glass, told Bloomberg Businessweek.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82