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. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. The State of Remote Work in Contact Centers.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Noble Systems

APRIL 14, 2021

The virtual call center has become a hot topic, as the coronavirus pandemic has moved call center teams from centralized offices to individual homes. A virtual contact center is designed to support distributed workforces. Advantages of using a virtual contact center solution versus a traditional call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? What is Workforce Optimization (WFO)? How does WFO work in the Call Center? Workforce Management. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

APRIL 14, 2022

As businesses increasingly focus on customer experiences as a competitive differentiator, contact centers have taken center stage. Despite gains in self-service adoption, contact center agents are still central to providing consistently satisfying CX. What is the Goal of Workforce Planning?

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

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

NICE inContact

JULY 17, 2019

It can be daunting to create and scale a team of remote contact center agents. Stream our recent webinar , in which Jill reveals the game-changers that make Frontline Group’s remote workforce a success. In this webinar, you’ll discover the benefits, challenges, tools, and best practices of building a remote workforce.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

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 this first blog, we will address the first two biases: A bias for action and a bias for completion.

contact center workforce 34

contact center workforce Contact Center Metrics Management 34

NICE inContact

OCTOBER 7, 2019

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series. After watching Paul’s video, you may want to learn more.

Marketing 55

Marketing Customer Experience Self service Contact Center 55

Verint

FEBRUARY 7, 2018

Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Sign up today for Verint's Ask the Experts: AQM Webinar Series—interactive, Q&A style webinar sessions designed with you in mind. Join us for both of these webinars.

Quality management 25

Quality management Coaching Contact Center Management 25

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

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

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

Playvox

MARCH 21, 2022

If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. According to research by Goldman Sachs , five million people have left the workforce since the beginning of the pandemic, and most were over age 55 (3.4

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82