Fonolo

OCTOBER 3, 2018

Contact center managers know exactly what resources they need in place to improve the customer and agent experience, but often have to jump through a dozen hoops to get those resources in place (we can all appreciate how company protocol sometimes slows progress down).

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Another 17% said it had increased somewhat.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Want to know more about the evolution of contact centers ?

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Fonolo

NOVEMBER 29, 2018

By adding playful elements such as competition, rewards, and recognition in your contact center, you can facilitate and reward learning, creativity, and social and personal growth. But lagging behind the times will eventually frustrate customers, and agent turnover could reach an all-time high.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

CSM Magazine

DECEMBER 6, 2019

Poly , formerly Plantronics and Polycom have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its industry-leading portfolio of devices for the modern-day contact center. The MDA 500QD Series is designed for organizations moving their contact center to the cloud.

contact center solutions 10

contact center solutions Contact Center contact center workforce Chatbots 10

BlueOcean

JULY 15, 2024

contact centers moving into the coming years. A recent study found 60% of agents are “very likely” to quit within the next six months—largely due to better career opportunities. Managing Agent Attrition Staffing struggles are not limited to hiring – the perennial challenge of retention remains significant.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

Noble Systems

AUGUST 8, 2019

A work-at-home agent model allows contact centers to attract more experienced workers. Studies indicate that the average age of at-home agents is 38 versus 23 for those working on-site. According to a recent study by GlobalWorkplaceAnalytics.com, at-home workers typically save businesses $11,000/per person per year.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

NobelBiz

OCTOBER 6, 2020

Maybe a surprise for some and confirmation for others, but the contact center industry seems to have adapted quite well to the new reality of remote work. This shift in working methodology opened the contact center workforce market, especially to people with disabilities or homebound.

Contact Center 52

Contact Center contact center workforce Banking Call Center 52

BlueOcean

JULY 15, 2024

contact centers moving into the coming years. A recent study found 60% of agents are “very likely” to quit within the next six months—largely due to better career opportunities. Managing Agent Attrition Staffing struggles are not limited to hiring – the perennial challenge of retention remains significant.

outsourcing 62

outsourcing Contact Center Customer Care contact center workforce 62

Verint

AUGUST 17, 2017

With that as a starting point, we followed up with a question regarding the changing face of the contact center workforce; specifically, we asked what survey respondents’ expectations were regarding the millennial workforce.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

TLC Associates

JULY 17, 2019

and even more citizens are underemployed, which makes reliable contact center work an appealing option for Dominicans. However, it’s important to know that not all nearshore options are currently right for your contact center workforce. The current unemployment rate is 5.8%

Contact Center 40

Contact Center outsourcing Outbound sales contact center workforce 40

Calabrio

MARCH 30, 2016

A LinkedIn study found the number of data scientists has doubled over the past four years. 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., The Data Science Landscape.

Analytics 40

Analytics contact center workforce Contact Center Engineering 40

Verint

SEPTEMBER 19, 2017

In fact, a 2016 study by Deloitte revealed that Millennial workers rate a good work/life balance at the top of the list of importance when choosing a job. 1 This could mean offering these workers flexible work hours, job sharing, remote working and other perks that may challenge today’s workforce managers.

Employee engagement 32

Employee engagement Contact Center Surveys Management 32

Verint

DECEMBER 5, 2017

And studies estimate that 20% to 30% of contact center call volume is the result of issues in the back office. organizations now have the contact center and the back office reporting up to the same internal department. Why Extend WFO into the Back Office? In a spring 2017 survey, Aberdeen Group found that the No.

Contact Center 28

Contact Center Best practices Enterprise outsourcing 28

Balto

APRIL 20, 2023

Hundreds of studies: firms that downsize end up being less profitable than peers that find other ways to lower costs (e.g., How AI Is Revamping the Contact Center. The Contact Center Workforce of the Future. Retrieved May 2nd, 2023, from [link] Gartner. 2019, November 5). 6 AI Myths Debunked. 2020, June 25).

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52