DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 14th Annual Workforce Optimization (WFO) Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. the Same Time. We all love a win-win.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Calabrio

APRIL 23, 2025

Leaders today face a tough balancing act: they must meet growing service demands and control costs, without burning out teams or compromising quality. Together, these enhanced capabilities help make our leading workforce management software even more agile, intelligent, and empowering.

Contact Center 52

Contact Center contact center workforce Agent Empowerment Abandon rate 52

Calabrio

FEBRUARY 25, 2025

In a 2024 G2 report based on input from real users, NICE WFMs Ease of Setup score was the lowest among leading contact center workforce software providers. Scalability: Verint’s solutions are designed to scale to meet the needs of large organizations. And the reports are not flexible.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Fonolo

NOVEMBER 3, 2022

All of these activities contribute to a more engaged contact center workforce. Take stock of your technology and determine if it’s meeting your needs. Engage your employees by offering on-going training, employee incentives, team bonding activities, and flexible scheduling. As the saying goes: “Happiness is contagious!”

Call Center 128

Call Center Interactive Voice Response First call resolution Contact Center 128

Monet Software

MAY 27, 2020

To find this session, log in to Verint Virtual On-Demand and navigate to Educational Tracks, then: Track – Contact Center Workforce Engagement Cloud / Theme – Elevating Response: Analytics & AI. Hear how Verint can assist in building out a practical road map to harnessing the power of AI. Bosses get cranky.

contact center workforce 83

contact center workforce Education Contact Center Analytics 83

Babelforce

AUGUST 25, 2021

There are a number of key metrics that matter in contact center workforce management including: Schedule adherence What proportion of their time agents spend on tasks they are scheduled for, versus tasks they are not scheduled for.

Management 98

Management Schedule adherence contact center workforce Contact Center 98

Calabrio

FEBRUARY 7, 2025

Beyond the Open Platform, their portfolio also includes solutions for customer analytics, workforce optimization, and compliance. However, if youre here, youre probably wondering whether Verint workforce management solutions are up to the task of meeting todays contact center needs and challenges.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

BlueOcean

MARCH 31, 2022

That’s what we’re talking about here – the role of repetitions and preparing for the possibilities in contact center management. Whether you’re an athlete, a team manager, or a contact center workforce management expert, preparing for things to not go perfectly is a good strategy.

Contact Center 118

Contact Center contact center workforce Coaching Service level 118

Aspect

JANUARY 12, 2018

To empower agents with this flexibility and control while still meeting the needs of the business, the contact center needs to adopt new WFO tools, training, infrastructure, recruiting and management practices. The post Scheduling in the Gig Economy appeared first on Aspect Blogs.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Calabrio

FEBRUARY 28, 2025

Real-time sentiment analysis and intent recognition enable customer service agents to tailor their responses to meet customer needs more effectively, leading to increased satisfaction and loyalty. Plus, voice analytics helps in identifying and addressing customer pain points more efficiently, ensuring a higher standard of service.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

Calabrio

MARCH 25, 2025

Why it matters: Meeting service level targets ensures timely responses, impacting customer satisfaction and overall service quality. Want to learn more about how Calabrios contact center workforce optimization solutions can help you measure, evaluate, and improve agent performance? Book a free demo today.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Aspect

FEBRUARY 24, 2020

When efficiency is your focus, many organizations implement strategies with the assumption that workforce management (WFM) should be entirely separate from customer-focused considerations. Customers, agents and the enterprise share the common goal of great customer service.

contact center workforce 62

contact center workforce Enterprise Contact Center Management 62

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Calabrio

MARCH 7, 2025

Make time for team meetings, but give agents an overview of the agenda so you can have an open and productive discussion. Then add one-on-one meetings to the mix. Stay Connected and in Communication If youre unaware of which stressors are weighing down your team, its best to ask. Why make their jobs harder than they need to be?

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Serenova

APRIL 16, 2020

For a Serenova global food manufacturer customer, scaling an internal HR access line to meet increased demand from employees with questions and requests related to COVID-19 was one way to provide that support. 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

Playvox

JANUARY 5, 2022

These include: Distracted and unmotivated at work Negative attitude toward managers and colleagues Disinterested in promotions or stretch assignments Unresponsive to emails and chats Contributing the bare minimum during meetings. Try these tips to keep your contact center team engaged – whether working remotely or in the office.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Calabrio

MARCH 31, 2025

Look to leverage robust solutions fully integrated within comprehensive contact center workforce software platforms. Another customer gives gift cards to agents who meet quarterly key performance indicators (KPI), attendance, and quality score targets. Use clear visual aids and provide thorough training.

Gamification 52

Gamification Contact Center Call Center Metrics 52

Noble Systems

MAY 4, 2021

These are just some of the basic tools for inbound and outbound contact centers. There are many other technologies that are available that can help create a better Customer Experience and help companies manage their contact center workforces more efficiently. What are the benefits of using Call Blending?

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

Noble Systems

SEPTEMBER 29, 2020

Users can choose the deployment that best meets their operational and budgetary needs now, with the flexibility to add or transition to another model should their needs change in the future. Contact Strategy Planning & Automated Decision Processing – Get results with intelligent data modeling. Elements of a WFO Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

Calabrio

MARCH 22, 2025

By focusing on agent empowerment, process optimization, and data-driven decision-making, businesses can create a contact center that not only meets but exceeds customer expectations, fostering long-term relationships and driving business success.

Best practices 52

Best practices Contact Center Management Call Center 52

NobelBiz

APRIL 2, 2024

Table of Contents Understanding Enterprise Contact Center Solutions: Enterprise Contact Center Solutions represent the backbone of modern customer service operations for large-scale organizations. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

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. Meeting the Industry Standard of Service Level. What’s Inside: SLAs in Nutshell.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Tethr

MARCH 3, 2020

In order to keep them engaged with the community, help them stay in the loop by including them in chat discussions, newsletters, team meetings, video conferencing, company events and off-sites. . Turning your contact center workforce into a flexible and global workplace doesn’t have to be scary.

Call Center 80

Call Center At home agents Management contact center workforce 80

DMG Consulting

APRIL 15, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Management Product and Market Report. The Report provides an analysis of WFM market activity as well as 5-year market projections.

Consulting 62

Consulting Consulting Marketing Management 62

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Shift bidding is another popular technique to engage your workforce in the scheduling process, providing agents with a voice in the scheduling process while still meeting business needs.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Shift bidding is another popular technique to engage your workforce in the scheduling process, providing agents with a voice in the scheduling process while still meeting business needs.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

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. Read on for details.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

Calabrio

FEBRUARY 25, 2025

Calabrio ONE: The Best CX Management Platform for Contact Centers Calabrio ONE is a contact center workforce optimization software that unites workforce management, conversation intelligence, and AI-driven business intelligence solutions within one comprehensive suite.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

NICE inContact

AUGUST 12, 2019

With people representing 67% of the cost of a typical contact center, “right” staffing also has a direct impact on operational metrics like labor cost, as you seek the perfect balance of meeting customer demand while avoiding over- or understaffing.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

Vistio

FEBRUARY 1, 2024

By immersing remote agents in real-world customer interactions, your contact center workforce can develop the confidence and competence needed to succeed in their roles.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

DMG Consulting

APRIL 20, 2020

But in case you want a break from the realities of COVID-19 and the havoc it is causing around the world, I am going to share some of my thoughts about the future of contact center workforce management (WFM).

Contact Center 48

Contact Center contact center workforce Transportation Analytics 48

Calabrio

APRIL 12, 2021

In only a year — and in spite of the unforeseeable and unimaginable challenges posed by COVID-19 — AJ has implemented a formal WFM plan and executed deliberate operational changes that already are delivering tangible, significant results to GE Appliances’ contact center. Some examples: Cost per call has decreased by 15%.

Social media contact 59

Social media contact contact center workforce Contact Center Call Center 59

Fonolo

MAY 7, 2015

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. Oh, and don’t forget staying abreast of the latest contact center industry news. Handpicked related content for you: 25+ Top Call Center Conferences in 2020.

Call Center 126

Call Center Management Contact Center Coaching 126

BlueOcean

JULY 15, 2024

No matter the root cause, agent attrition can wreak havoc on customer care, impacting their ability to meet the needs of their customers as well as the expected KPIs of the contact center—and even the overall morale of their contact center workforce.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

Playvox

APRIL 14, 2022

Take time to re-evaluate, perform QA’s, one-on-one meetings, training, and clarifying where applicable. Have regular team meetings to discuss the plan to keep everyone on the same page. Your business evolves in real-time, and your workforce management solution should, too. What is the Goal of Workforce Planning?

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78