Monet Software
NOVEMBER 11, 2020
How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? Consistent call center workforce engagement (WFE) is the best way to foster morale over the long haul.
Playvox
JANUARY 11, 2024
Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Is WFM the Fountain of Youth?
CSM Magazine
OCTOBER 15, 2018
Then, there’s the constant battle between operations (who want ‘fast and cheap’) and the contact center (whose job is to make ‘customers feel loved’). This perennial tug of war is damaging to agent morale, the customer experience and health of the overall business.
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