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. Cloud adoption has been a growing trend in the region for most of the last decade.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

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. It also eliminates payroll errors and streamlines your employee scheduling needs. Simplify Your Employee Scheduling Needs.

Morale 52

Morale Management Employee engagement Self service 52

NICE inContact

JANUARY 25, 2017

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. Workforce Engagement Management. Time management. Task management. Employee recognition.

Management 24

Management Employee engagement Contact Center Enterprise 24

CSM Magazine

AUGUST 18, 2021

We revealed how the trend towards flexible workforces can impact agent satisfaction, recruitment and retention as people threaten to quit their jobs rather than return to the office. With employee engagement as a top priority, we shared proven strategies to make life easier for frontline staff, including streamlining processes and technology.

Best practices 52

Best practices Morale Employee engagement Technology 52

NobelBiz

APRIL 18, 2023

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. By monitoring key performance indicators (KPIs) in real time, managers can identify issues and implement solutions before they escalate.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Noble Systems

MARCH 19, 2021

A blended system will let the same agents work on both inbound and outbound calls at the same time, managing the workflow to let incoming calls be answered and making outgoing calls to keep agents busy while they are waiting. Integrated platforms mean that agents don’t have to manually switch between inbound and outbound campaigns.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Fonolo

FEBRUARY 20, 2020

There’s one metric I don’t like: AHT (Average Handle Time),” Sidhu says without hesitation. Handpicked related content: Top Contact Center Trends in 2020. NPS has increased by about 35 basis points in these three years — to me, that’s a great trend!” HR, Talent, Time Management, Benefits and Payroll.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Playvox

JUNE 7, 2023

Related Article: Boosting Employee Engagement: 6 Tips for Keeping Contact Center Agents Motivated What Can Workforce Management Do? Workforce management will have a positive impact on your contact center — when you get it right. For example, does the contact center agent need coaching on better time management skills ?

Management 52

Management Contact Center Abandon rate Metrics 52

Serenova

AUGUST 25, 2020

And in today’s current health crisis, which performance management strategies can adapt to a work from home model now that supervisors and agents are geographically dispersed? This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

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. You can assess the agent’s capacity for effective time management. 5 methods to improve call center performance.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

Russel Lolacher

FEBRUARY 20, 2023

Well, the reality is that it isn’t, it is simply accelerated the trends in the workforce that were already happening, right, we already saw the shift in that space. In particular, this shifts towards human skills, to soft skills to real world skills to work ethic to whatever you whatever you want to call it.

Education 52

Education Personalization Employee engagement Coaching 52

SmartKarrot

JUNE 9, 2023

Lack of automation The major gap between manual management practices and productivity tools is that manual methods do not allow companies to benefit from automation. Poor time management The inability to monitor the time taken by different employees on various tasks can blindside the company management.

Feedback 10

Feedback Advertising B2B Management 10

Call Design

FEBRUARY 10, 2025

A growing trend sees IT departments selecting Workforce Management tools bundled with their InSkin CCaaS providers platform, under the guise of cost-saving and simplicity.

Morale 78

Morale Employee engagement Wait times Service level 78

VirtualPBX

NOVEMBER 5, 2024

This release introduces: SecureTeam for robust data management and policy enforcement Insights for essential call analytics These were both designed to help businesses keep data secure and understand key trends without the resources of a full IT or analytics department. Are employees engaged in calls?

Analytics 59

Analytics First call resolution Enterprise Employee engagement 59