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

Monet Software

MAY 27, 2020

Find out how to take the first steps toward an AI-driven customer engagement strategy, using Verint’s Cloud Knowledge Management as its foundation. Hear how Verint can assist in building out a practical road map to harnessing the power of AI. Hear how Verint can assist in building out a practical road map to harnessing the power of AI.

contact center workforce 83

contact center workforce Education Contact Center Analytics 83

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Information from each customer contact is collected, labeled by the agent, and stored for future use.

Self service 111

Self service Contact Center contact center workforce Banking 111

Aspect

APRIL 2, 2020

All of this sounds good for certain types of roles, but we know our contact center workforce needs to work at times when customers need to communicate with our company, which we have painstakingly planned and update d continuously using w orkforce m anagement.

contact center workforce 129

contact center workforce Morale Contact Center Surveys 129

Playvox

JANUARY 5, 2022

While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. Working differently means that leaders must also think expansively about the agent experience and how to keep teams engaged. What is Agent Experience? Download our eBook.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Fonolo

NOVEMBER 3, 2022

Once you’ve established the goals you’d like to achieve for the call center, communicate them to your team members clearly and provide status updates along the way. How to Set Team Customer Service Goals. Make sure your call center agents are consistently engaged. As the saying goes: “Happiness is contagious!”

Call Center 128

Call Center Interactive Voice Response First call resolution Contact Center 128

BlueOcean

MARCH 31, 2022

Let’s look at what sports can teach us about consistency in achieving contact center service levels—and how to adapt to even the most unexpected outcomes. That’s what we’re talking about here – the role of repetitions and preparing for the possibilities in contact center management. Practice Makes (Almost) Perfect.

Contact Center 118

Contact Center contact center workforce Coaching Service level 118

BlueOcean

SEPTEMBER 30, 2019

While your input is critical when hiring and training the initial team before launch, the long-term effort of managing your contact center workforce including attracting, recruiting, and onboarding new agents can officially be out of your hands. Curious how other companies have overcome their contact center growing pains?

Contact Center 59

Contact Center outsourcing Real estate contact center workforce 59

Monet Software

DECEMBER 17, 2020

Maximizing hiring impact was already challenging for many SMB contact centers, even before COVID-19. It’s okay if you had been planning to upgrade your processes and got derailed as you figured out how to manage your suddenly remote call center agents. We’ve all faced similar challenges!

Call Center 118

Call Center contact center workforce Contact Center Employee engagement 118

Eckoh

MARCH 18, 2020

Having a remote contact center workforce comes with some risks. Considering enabling your agents to work remotely? If so, you’re probably most concerned with being able to maintain PCI DSS compliance and security. What’s the risk?

contact center workforce 40

contact center workforce Chatbots Interactive Voice Response Contact Center 40

Calabrio

MARCH 31, 2025

Table of Contents: What is Contact Center Gamification? Types of Gamification in the Call Center Benefits of Gamification in Contact Centers and Customer Service Best Practices for Using Call Center Games Effectively How to Get Started with Gamification: Real-World Examples and Ideas What is Contact Center Gamification?

Gamification 52

Gamification Contact Center Call Center Metrics 52

Playvox

MAY 24, 2023

Why Measuring Workforce Management Metrics Is Important Measuring contact center workforce performance metrics is essential because it allows you to understand how efficiently employees are performing and whether they are meeting the company’s service level agreements and customer experience goals.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Tethr

MARCH 3, 2020

Learning how to train, manage and motivate agents is challenging. Here’s how to make flex work work for you and your team. . Here’s how to make flex work work for you and your team. . Your remote agents need to be provided with the best tools and trained on how to use them. Invest in the best tools.

Call Center 80

Call Center At home agents Management contact center workforce 80

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? That sense of ennui, stagnation or general “blah” that creeps up on agents and saps their energy and enthusiasm?

Morale 100

Morale Agent burnout Contact Center Coaching 100

Fonolo

OCTOBER 3, 2018

My recent research shows that for over three-quarters of companies 90 per cent or more of their contact center operating budget is allocated to keep existing processes and systems running.” Call Center 101: The Golden Rules of SLAs. How to Set a Winning Service Level. What’s Inside: SLAs in Nutshell.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Calabrio

MARCH 22, 2025

Of course, individual contact center managers and leaders can play many different roles across the organization. Thats why effective contact center workforce management is a cornerstone of any successful operation. They may focus on one particular area or team within the operation.

Best practices 52

Best practices Contact Center Management Call Center 52

NobelBiz

APRIL 2, 2024

RELATED ARTICLE How to Report and Analyze Like a Pro: 10 Best Practices for Reporting and Analytics in a Contact Center Workforce Management Tools Sophisticated workforce management tools optimize agent scheduling, forecasting, and performance tracking, ensuring optimal resource utilization and productivity.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

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.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

ShepHyken

APRIL 14, 2017

After almost twenty years directing customer experience and workforce engagement programs for some of the UK’s biggest brands, including EE, Barclays and M&S, Jaime’s mission is to empower contact centers to deliver a superior CX. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

Etech GS

OCTOBER 23, 2019

Whether the employees are human or robotic, workforce optimization helps teams to work smarter instead of harder. As the name suggests, contact center workforce optimization involves using managerial practices to ensure maximum productivity meets maximum efficiency. How To Implement Workforce Optimization.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

Calabrio

FEBRUARY 25, 2025

A contact center platform will help manage and enable direct customer communications across channels. A customer journey or interaction analytics platform may collect and analyze aspects of customer interactions to offer insights on how to improve key service or sales metrics.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

BlueOcean

DECEMBER 10, 2019

We explore how to deliver amazing service even when the customer is challenging. How to Engage Gen Z in the Contact Center. Members of Generation Z are beginning to pour into the workforce en masse. Their values and habits will make a big impact on how you manage them, especially in the contact center.

Customer Service 12

Customer Service outsourcing Contact Center contact center workforce 12

Calabrio

APRIL 8, 2025

However, as sentiment analysis tools have become more advanced, and contact centers themselves have evolved, today sentiment analysis is used to analyze interactions across various channelsas well as to better understand agent sentiment giving businesses insights into both sides of their human interactions at scale.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? Read our 101 Intro to Call Center Software to learn more about common technologies and tools. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

NICE inContact

OCTOBER 25, 2019

You can stay in compliance AND take advantage of more modern workforce optimization functionality in the cloud. For some, it makes sense to start with moving the ACD to the cloud, but for many contact centers workforce optimization is the best steppingstone. No two cloud transformations are identical.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

BlueOcean

JULY 15, 2024

It’s likely they’ve analyzed and optimized their local talent pools to help deepen the candidate network from which they’re hiring—not to mention the flexibility they have if they have a strong remote workforce. In short, 100% of their job is finding the right agents, which can take the burden off your shoulders entirely.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

Monet Software

JUNE 29, 2021

How can you make that happen in these brief meetings? Some agents arrive knowing how to accept and incorporate feedback. QA also demands time, attention to detail and a human touch to ensure that agents feel supported in their jobs and included in the culture. . Here are a few tips. #1 1 Teach the process.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

BlueOcean

JUNE 17, 2021

It’s likely they’ve analyzed and optimized their local talent pools to help deepen the candidate network from which they’re hiring—not to mention the flexibility they have if they have a strong remote workforce. In short, 100% of their job is finding the right agents, which can take the burden off your shoulders entirely.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

Playvox

APRIL 14, 2022

Your business evolves in real-time, and your workforce management solution should, too. What is the Goal of Workforce Planning? The performance of workforce planning can be measured by: Service levels Abandon rates Occupancy rates Utilization Forecast accuracy. Workforce Planning is Like Planning a Party.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

USAN

MAY 10, 2022

Despite these stumbling blocks, businesses are figuring out how to create engaged agents by implementing workforce optimization strategies. Following are some helpful workforce optimization strategies for improving agent engagement and the agent experience overall: 1. As a result, turnover is high. Shift Bidding.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

BlueOcean

JULY 15, 2024

It’s likely they’ve analyzed and optimized their local talent pools to help deepen the candidate network from which they’re hiring—not to mention the flexibility they have if they have a strong remote workforce. In short, 100% of their job is finding the right agents, which can take the burden off your shoulders entirely.

outsourcing 62

outsourcing Contact Center Customer Care contact center workforce 62

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job.

Call Center 126

Call Center Management Contact Center Coaching 126

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Here, he explains how to build highly effective teams using workforce. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM. What is Workforce Management for Call Centers?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

OCTOBER 18, 2022

Related Article: 4 Smart Reasons To Offer Remote Work In Your Contact Center. How to Make Remote Work a Win-Win Situation. Agents who are happy with how their businesses handle remote work point to communication and team-building as key elements in their satisfaction.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Taylor Reach Group

JUNE 26, 2017

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Will AI Mean Less People and More Profit in the Contact Center? Apple Business Chat - A Contact Center Perspective . 4 Top Trends for Contact Centers . Newsletter.

contact center workforce 48

contact center workforce Contact Center Call Center Analytics 48

Calabrio

OCTOBER 6, 2016

Constantly tend to and nourish their contact centers and its members. Teach agents the art of giving and receiving feedback, including how to have a candid conversation with their boss. It makes sense that superhero contact centers need to be staffed by exceptional people with distinct skill sets.

Contact Center 40

Contact Center contact center workforce Customer centricity Self service 40