Monet Software

MARCH 10, 2021

The contact center workforce was already going remote. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Numerous companies had adopted it as their sole workforce model, among them many SMBs that found in remote agents a flexible, low-overhead workforce option.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

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

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Whatever your contact center size, Small, large, and in the middle), Workforce Optimization can deliver productivity and efficiency improvements. Workforce Management.

Management 86

Management Gamification Quality management Schedule adherence 86

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

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Group QA metrics into tiers, representing milestones toward interaction mastery. But QA can be so much more!

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Fonolo

MAY 7, 2015

What do great call center managers do? A contact center manager’s job is often a thankless one. As the supervisor of a contact center, your job is to make sure that your team of agents provides the best experience possible to your customers. Focus on Agent Engagement and Retention.

Call Center 126

Call Center Management Contact Center Coaching 126

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