Noble Systems

SEPTEMBER 29, 2020

Read our 101 Intro to Call Center Software to learn more about common technologies and tools. BLOG: How Robotic Process Automation Can Augment Your Contact Center Workforce • read. Automation helps optimize the effectiveness of human workers, improves customer experience, and reduces contact center costs.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

MARCH 21, 2022

A 2020 Salesforce survey showed that Baby Boomers were nearly as likely to prefer working in the office (35%) as they were to prefer working from home (39%), making it imperative that you have a solid plan for managing your remote or hybrid contact center workforce.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

Serenova

MARCH 23, 2020

With no indications that the effects of COVID-19 will abate anytime soon, the need to handle continued volume increases and effectively manage a fully functioning WFM contact center workforce is intensifying. This makes the speed of cloud deployment to address these needs critical.

Contact Center 80

Contact Center contact center workforce Government Healthcare 80

Verint

APRIL 13, 2015

In our first blog discussing the webinar we held earlier this year with Harvard Business School Professor Francesca Gino, Debunking Employee Productivity Myths, we addressed two decision-making biases that impact employee productivity: A bias for action and a bias for completion.

contact center workforce 40

contact center workforce Contact Center Management 40

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

Verint

MARCH 23, 2015

In a webinar held on February 19, Debunking Employee Productivity Myths , Harvard Business School Professor Francesca Gino explained the science behind how we perceive ourselves, and the impact that can have on our decision-making process. In the second blog we will address the next two biases: an outcome bias and a “self-inflated” bias.

contact center workforce 34

contact center workforce Contact Center Metrics Management 34

NICE inContact

JULY 17, 2019

Stream our recent webinar , in which Jill reveals the game-changers that make Frontline Group’s remote workforce a success. Relying on mobile call center agents presents unique obstacles and call for unique solutions. Agent workforce is now 98% mobile. Stream the webinar now. Interested in similar results?

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

Verint

FEBRUARY 7, 2018

Sign up today for Verint's Ask the Experts: AQM Webinar Series—interactive, Q&A style webinar sessions designed with you in mind. You can sign up for either or both sessions in the Ask the Experts AQM Webinar series. Webinar 1: How More Automation = Better Quality, More Engaged Employees. February 14 | 2 p.m.

Quality management 25

Quality management Coaching Contact Center Management 25

Playvox

OCTOBER 18, 2022

Related Webinar: Work From Home: 10 Lessons to Elevate Remote Agent Experiences. Finding the Right Technology to Support Remote Work in a Contact Center. Remote work is much easier for everyone when you have key technology in place to support daily contact center operations.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

NICE inContact

OCTOBER 7, 2019

Watch our on-demand webinar, Digital First Customer Service: The Future is Here Today , to learn more about the digital transformation and how you can position your company as a leader. Paul closes with practical advice on how to respond to these paradigm shifts and to turn these changes to a competitive advantage.

Marketing 55

Marketing Customer Experience Self service Contact Center 55

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes.

call center workforce 52

call center workforce Call Center Management Gamification 52

Verint

JUNE 2, 2015

June 1-4; Online Webinar. Verint’s Donna Denehy, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” CRMXchange Virtual Conference: Quality Assurance and Analytics. ET on June 1.

Analytics 35

Analytics Enterprise Feedback Customer effort 35

Verint

DECEMBER 5, 2017

As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number of trends are making it easier to link these two functions, including: In-sourcing previously outsourced contact center functions. The increase in channel digitization.

Contact Center 28

Contact Center Best practices Enterprise outsourcing 28

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. November 9; Online Webinar. Verint’s Craig Seebach, vice president, workforce optimization strategy, will present this content at 11 a.m. The contact center is often just the start of the customer’s journey. November 15; Online Webinar.

Contact Center 6

Contact Center Self service Best practices Coaching 6