BlueOcean

SEPTEMBER 30, 2019

Higher call volumes leading to longer wait times for your customers and higher stress for your agents? Maybe it’s time to consider the benefits of outsourcing some or all of that customer care volume. At its most basic level, growing your in-house contact center means you’ll need more space. Infrastructure.

Contact Center 59

Contact Center outsourcing Real estate contact center workforce 59

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Scheduling is a critical contact center function, but like forecasting, can be tricky.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

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

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. Long wait times for callers.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

Aspect

SEPTEMBER 25, 2018

Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”.

Contact Center 185

Contact Center contact center workforce Wait times Education 185

Playvox

APRIL 14, 2022

While there are many quantitative metrics to measure, such as how long it takes to cook a dish or the average customer wait time, identifying those intangible qualities of customer service can be a little trickier. Despite gains in self-service adoption, contact center agents are still central to providing consistently satisfying CX.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

Interactions

JULY 7, 2022

The current labor shortage is a big problem, especially for contact centers. Without enough agents in a contact center, customers cannot get the help they need. However, when the contact center is understaffed, by the time customers reach an agent, they’re already frustrated and angry.

Virtual Agent 62

Virtual Agent contact center workforce Contact Center Advertising 62

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? This results in long wait times and abandoned conversations.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

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. You should also keep in mind that historical data isn’t always enough to predict peak times. Time is a crucial factor here; a customer just won’t overlook a long waiting time.

Call Center 52

Call Center Management call center workforce Contact Center 52

pindrop

JANUARY 8, 2021

Pindrop has made the list as the only contact center security provider – none of our competitors made the list. . Contact Center Security The Pindrop Way – How Pindrop® Protects. Passport Reduces Average Handle Time and Associated Costs . Passport reduces average handle times by 45 seconds per call.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support.  This powerful technology is becoming integral to customer service frameworks, especially in contact center operations.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Verint

JUNE 29, 2017

Operating several contact centers around the world, a large warranty company has struggled with connectivity and bandwidth issues in some of its remote offices, cutting off access to the mission-critical customer service applications. Following are three customer examples of where these advancements are well underway.

Customer Service 31

Customer Service Employee engagement Wait times Contact Center 31

Calabrio

MARCH 7, 2025

Workforce Management Contact Center Forecasting Guide: Methods, Tips, and Tools for 2025 Share If operational efficiency and peak performance are your top goals, then implementing a sound contact center forecasting process might be the single most important thing your organization can do.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52