Playvox

MAY 11, 2023

Create A Company Culture Based On Trust And Autonomy Of Workers When working asynchronously, trust is essential between remote workers and managers. When you’re able to “walk the floor” in physical offices, you can observe what an employee is — and is not — doing. But with remote work, you can’t fully control what an employee does.

Management 89

Management Contact Center Coaching Employee engagement 89

Playvox

NOVEMBER 15, 2022

“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor , a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. .

Management 86

Management Schedule adherence Coaching Contact Center 86

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

Jon Arnold

FEBRUARY 22, 2023

If any of this stokes your interest in speaking or sponsoring for 2024, just drop me a line any time! Managing the endpoints session, with Poly, Sangoma and CDW (photo: Ashley Battle); Making hybrid work session - moderated by David Jodoin, with Cisco, Jeff Pulver and Vizetto; full room during the ChatGPT session.

Employee engagement 130

Employee engagement Contact Center Time management Management 130

Taylor Reach Group

SEPTEMBER 3, 2021

The Delta variant notwithstanding, it seems that employees are far too settled into the routine of managing teams, work, and calls to return to onsite employment anytime soon. It’s easy for managers to justify lower wages for remote employees: no commute time or travel expenses, reduced stress, and improved work-life balance.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM).

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Monet Software

APRIL 24, 2020

Management and motivational techniques are also required to overcome these new challenges. And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Manage to the Metrics. So let’s get started! The Rules Still Apply.

Contact Center 62

Contact Center Management call center workforce Gamification 62

NICE inContact

JANUARY 25, 2017

If the atmosphere or tools are frustrating or not helpful, the employee level of engagement is at risk of being substandard. A new software category introduced by Gartner called Workforce Engagement Management (WEM) refers to the suite of products that helps companies manage and improve employee engagement.

Management 24

Management Employee engagement Contact Center Enterprise 24

Contact Center Pipeline

DECEMBER 12, 2018

Customer experience, employee engagement and sales results are driven by effective coaching. Done right, it also improves morale and employee retention. Coaching helps develop your agents’ skills. However, coaching needs to be done on a consistent basis. You wouldn’t exercise just once in a lifetime and say that you were done.

Coaching 113

Coaching Morale Employee engagement Sales 113

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. As the weeks and months wore on, many people felt increasingly disengaged with their managers and companies. The employee usually can’t identify that moment, but it can come with a variety of feelings.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. As the weeks and months wore on, many people felt increasingly disengaged with their managers and companies. The employee usually can’t identify that moment, but it can come with a variety of feelings.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

VirtualPBX

JUNE 6, 2024

Managing calls coming in to your business successfully effectively bolsters brand reputation and maintains or even improves customer relationships. Managing call volume and hold times not only improves the customer experience, but employee experience and resolutions as well. As your business grows, it can be overwhelming.

First call resolution 105

First call resolution Abandon rate contact center solutions Metrics 105

Liveops

MARCH 11, 2021

Forrester recently announced that remote work will rise to three times pre-COVID levels. Many enterprises managed to work through the logistics of having a remote team, and as they adapt to a more remote environment moving forward, unique challenges persist. Try not to align employee happiness with employee engagement.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

Talkdesk

DECEMBER 3, 2018

Lucky for us, there is a new software category being introduced by Gartner called Workforce Engagement Management (WEM). Workforce Engagement Management is a suite of products that are focused on helping companies manage and improve employee engagement.

Management 44

Management Employee engagement Contact Center Accountability 44

Call Experts

FEBRUARY 4, 2021

Traditional time and attendance human resource management methods such as spreadsheets and word doc timesheets lead to payroll errors, reporting mistakes, and reduced employee morale. Simplify Your Employee Scheduling Needs. An automated system for human resource management creates ease in scheduling for your managers.

Morale 52

Morale Management Employee engagement Self service 52

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. While workforce management on the whole can sound boring, high-tech, and at times confusing, there is logic to the madness. A workforce management solution is a must in a successful customer service center.

Management 52

Management Contact Center Abandon rate Metrics 52

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

Noble Systems

JULY 24, 2020

By ‘blending’ collectors, while waiting for an inbound call, they can make outbound calls or handle interactions on other channels to maximize their talk time. ACCOUNT OWNERSHIP & MANAGEMENT Improves Relationship Building. WORKFORCE MANAGEMENT for Forecasting, Staffing & Resource Planning.

Call Center 87

Call Center Technology Gamification Morale 87

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Fonolo

NOVEMBER 15, 2017

Or perhaps you’re a manager, who has served on the frontline for many years, and wonder whether you’re still in touch with today’s customers. Sign #4: You’re Always on Time. Time management is extremely important to customer service success. We’ll talk about: Social Media for Crisis Management. Plus So Much More!

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Integrity Solutions

JUNE 29, 2018

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. Sales managers have a stressful job. If it’s so important, why aren’t more sales managers in your organization coaching their people? by Bruce Wedderburn. But this isn’t an article about exercise.

Sales 43

Sales Coaching Management Morale 43

Fonolo

MARCH 4, 2020

There, he served as a regional sales manager before progressing to become Head of Outbound Contact Centres, a role he served in for five years before moving onto multiple leadership roles in that company. Sidhu’s laser-focused approach to customer service and customer experience were also nurtured by managers in his professional past.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

ijgolding

NOVEMBER 17, 2016

Senior management wanted to outsource the function but when the outsourcer wouldn’t sign up to a KPI that targeted them with maintaining a 95% “satisfied or very satisfied” CSAT score (which is the figure the Helpdesk was consistently achieving at the time), management quickly changed their minds!

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Serenova

AUGUST 25, 2020

For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level. However, a recent study highlighted that more than 69% of businesses still have no cross-channel workforce management solution in place. What is Workforce Management?

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Noble Systems

MARCH 19, 2021

This is especially true for managing customer contacts, which, while vital to growing a business, can have negative impacts if not done well. These teams can benefit greatly from call center solutions for small business that can help them manage customer contacts and improve SMB customer service delivery. Call Center Software for SMB.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

VirtualPBX

NOVEMBER 5, 2024

Earlier today, we announced our anticipated November product release, delivering a powerful combination of browser security, detailed analytics, and real-time monitoring tailored for small and medium businesses. It’s a powerful step toward real-time management that optimizes productivity and enhances customer satisfaction.

Analytics 52

Analytics First call resolution Enterprise Employee engagement 52

CSM Magazine

JUNE 14, 2022

Customers like Standard Bank , the continent’s largest bank, that recently implemented Calabrio Workforce Management (WFM) for 4,000 agents alongside its Amazon Connect Contact Centre as a Service (CCaaS) platform. This will allow our customers in the region to provide superior customer service and reduce costs, quickly and with ease.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

Liveops

MARCH 15, 2021

Forrester recently announced that remote work will rise to three times pre-COVID levels. Many enterprises managed to work through the logistics of having a remote team, and as they adapt to a more remote environment moving forward, unique challenges persist. Try not to align employee happiness with employee engagement.

Gamification 62

Gamification Enterprise Contact Center Contact center software 62

CSM Magazine

AUGUST 18, 2021

With employee engagement as a top priority, we shared proven strategies to make life easier for frontline staff, including streamlining processes and technology. All of this with the need for heightened levels of engagement and the all-important human touch. Maverick managers welcome here. These are: 1.

Morale 52

Morale Best practices Employee engagement Technology 52

JustCall

MARCH 6, 2023

Implement time-management techniques Here are some popular time-management techniques that you can experiment with and implement for improving agent speed of working: Prioritizing tasks: Make a to-do list and prioritize tasks based on their importance and deadline.

Coaching 52

Coaching Call Center Scripts Construction 52

Netomi

FEBRUARY 2, 2022

Research shows us that employee engagement drives customer satisfaction, and there is a direct correlation between engaged employees and the satisfaction of your customer base. How can agents feel empowered to do their best work, feel more engaged and supported in their roles?

Call Center 52

Call Center Chatbots Employee engagement Accountability 52

Certified Languages International

DECEMBER 8, 2019

Are you the manager of a call center that services Medicare Advantage Plans (Part C) and Medicare Prescription Drug Benefit Plans (Part D)? And you are already acutely aware of how stressful it can be to manage, prepare, and educate your busy agents on the requirements. This is because the pressure for the coveted 5-star ratin is real.

Call Center 52

Call Center Scripts Education Call flow 52

Fonolo

FEBRUARY 20, 2020

Handpicked related content: 7 Things Great Call Center Managers Do Every Day. There, he served as a regional sales manager before progressing to become Head of Outbound Contact Centres, a role he served in for five years before moving onto multiple leadership roles in that company. HR, Talent, Time Management, Benefits and Payroll.

Customer Service 67

Customer Service Metrics Call Center Banking 67

JustCall

SEPTEMBER 3, 2024

This leads to better time management and more efficient resource utilization, ultimately boosting productivity. Similarly, a more inclusive and appreciative internal communication tone by the management improves employee engagement. Using the right tone fosters better team communication and collaboration.

Best practices 52

Best practices Employee engagement Education Customer retention 52

Russel Lolacher

OCTOBER 10, 2022

And others are really going to shift the workforce, shift the flexibility it offers its workers, shift to more of empathetic leadership, shift in time management, and what that means. I would see better time management, and less is more mindset. I think managers are recognizing the less is more mindset.

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52

Dialer 360

SEPTEMBER 14, 2022

Call center optimization is a customer experience strategy that utilizes modern digital channels and innovative technologies to improve the customer experience by enhancing employee engagement. Call center KPIs (Key Performance Indicators) are one of the most important factors when you do call center performance management.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26