Balto

JANUARY 17, 2025

Mastering contact center workforce management in your contact center isn’t just about efficiencyits about creating a positive ripple effect. That said, managing a workforce in an omnichannel contact center is no small task. What Is Call Center Workforce Management?

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

Playvox

APRIL 19, 2022

Just an amped up audience of contact center workforce planning rock stars ready to talk about why customer support capacity planning as we know it must change. I wanted to know how contact center leaders were feeling about their staffing plans. Related Article: 3 Tips for Optimizing Your Contact Center Schedule.

Contact Center 79

Contact Center Finance contact center workforce Surveys 79

Serenova

APRIL 16, 2020

A Cloud-based Support Center for a Global Workforce. While our customer had already been using Serenova’s cloud contact center solution for its HR access line, the significant COVID-19-related volume increase necessitated a need to burst to scale. Enhanced Customized IVR Quickly Connects Employees to Resources.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. In 2020, total contact center WFO revenue was $2.08

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Balto

FEBRUARY 8, 2023

In the context of call centers, workforce management is the process of assigning agents appropriately to match demand and maintain operational efficiency. For example, if you’re anticipating a future event that will have a direct impact on your contact center demand, you’ll need to account for its effect when calculating the numbers.

Call Center 52

Call Center Management call center workforce Contact Center 52

Calabrio

MARCH 30, 2016

From product development, engineering, finance, marketing and beyond, analytics is taking the guess work out of decision making. Customer consciousness is the byproduct of an organization employing data to be more people-centric, and the contact center is the origin of the customer. The immediate obstacle is in adoption.

Analytics 40

Analytics contact center workforce Contact Center Engineering 40

Verint

DECEMBER 9, 2015

There are no industry associations for back-office professionals such as the CCNG, a member network for Contact Center, Customer Service, and Customer Experience Management Professionals; the SHRM: Society for Human Resource Management for HR professionals; the AFP: Association for Financial Professionals for finance executives; and so forth.

CCNG 21

CCNG Banking Finance Contact Center 21