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! This blog is Part One of a two-part series that aims to demystify these four components.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 13, 2019

Forecasting is a critical component of a call center’s workforce management program. However, one critical component is the accuracy and reliability of the historical contact volume data from which your forecast is generated. Why does historical data matter? You know the expression – garbage in, garbage out.

Contact Center 54

Contact Center Management Average Handle Time Metrics 54

NICE inContact

AUGUST 13, 2019

Forecasting is a critical component of a call center’s workforce management program. However, one critical component is the accuracy and reliability of the historical contact volume data from which your forecast is generated. Why does historical data matter? You know the expression – garbage in, garbage out.

Contact Center 54

Contact Center Management Average Handle Time Metrics 54

Monet Software

OCTOBER 15, 2018

Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution? These are the goals shared by every contact center regardless of size. And they are a greater challenge at smaller centers than larger ones. Certainly not here. That’s trouble.

Contact Center 59

Contact Center Schedule adherence Management Call Center 59

Monet Software

OCTOBER 3, 2019

Whether you are the CEO, COO, QA Analyst or Customer Service Agent, the number one goal of your contact center is to deliver a quality experience that lends itself to an increase in customer satisfaction. Contact Quality. This can be an incredibly frustrating experience and will negatively impact contact quality and churn. .

Contact Center 59

Contact Center Metrics Average Handle Time Management 59

Calabrio

JUNE 17, 2019

As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. In the last 10 years, we have seen a dramatic shift in the workforce. In the last 10 years, we have seen a dramatic shift in the workforce.

Contact Center 40

Contact Center Management Gamification Morale 40

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

TechSee

AUGUST 14, 2023

Follow on LinkedIn Bob Thompson, Founder and CEO at CustomerThink Bob is the CEO of CustomerThink, a research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com , the world’s largest community dedicated to customer-centric business.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. This presents new hurdles on both the people and technology fronts and why Workforce Optimization is more important now than ever. Let’s face it, the workplace will forever look different.

Contact Center 96

Contact Center Technology Personalization Management 96

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Today’s changing demographics in the workforce and the general population ensures that this interrelationship will become even more dynamic as time progresses. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . What is a call-out line?

Contact Center 52

Contact Center Morale Government Healthcare 52

Aspect

SEPTEMBER 6, 2017

In fulfilling their typical daily responsibilities, it can be all too easy for call center agents to become fatigued. If contact center leaders fail to provide a working environment that eases agent fatigue, a number of serious problems may arise. Turnover is one of the biggest challenges faced by contact centers today.

Call Center 193

Call Center Management Contact Center contact center solutions 193

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!). So, what if the issue is apathy?

Morale 195

Morale Contact Center CCNG Agent burnout 195

BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. Companies of all sizes can benefit from workforce planning that puts exactly the right resources in place at the right time, doing the right things to deliver on an excellent customer experience.

Contact Center 118

Contact Center contact center workforce Service level Coaching 118

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”. ARIMA is quite complex and generally requires someone on staff that has an advanced knowledge of statistics.

Contact Center 185

Contact Center contact center workforce Wait times Education 185

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. This presents new hurdles on both the people and technology fronts and why Workforce Optimization is more important now than ever. Let’s face it, the workplace will forever look different.

Analytics 59

Analytics Contact Center Technology Personalization 59

Aspect

JANUARY 7, 2020

On the surface, workforce management (WFM) can feel like a tough nut to crack. It’s not always well understood because while it performs the imperative labor management functions, agents and supervisors only have the insight into a small amount of that functionality. Forecasting likely contact center volumes .

Management 126

Management Contact Center Analytics Service level 126

Aspect

JANUARY 12, 2018

Other industries are quickly catching on for services such as furniture moving, dog walking and at-home makeup styling and the contact center isn’t far behind. In the contact center, you can think of customer contacts as representing the work to be done (or the packages to be delivered in the case of Amazon).

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Role of contact center software in managing a ‘hybrid workforce’.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Contact Center Pipeline

DECEMBER 27, 2018

Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation of any contact center. What was on the minds of contact center WFMers in 2018? Our five most-read WFM blog posts are below. Answer: I […].

Management 100

Management Contact Center Call Center 100

Aspect

MAY 18, 2020

It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

teleopti

DECEMBER 13, 2018

Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of. Declining brand loyalty. Agent software must be easy to learn and easy-to-use. I want it my way.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Aspect

MARCH 30, 2020

The true measurement of success is really whether your company has Technology Continuity as well as Workforce Continuity. No – it is all about how one leads and motivates a workforce that is spread out across tens or hundreds of independent sites called “homes.”. I could not be more proud of the Aspect Customer Care team.

Government 153

Government Contact Center Education Consulting 153

Aspect

MARCH 26, 2020

A large technology company was being inundated with inbound calls and needed an approach to “insulate their contact center.” ” They wanted to throttle the amount of calls that route to an agent in their call center. Needing to Quickly Transition to Work-From-Home Workforce. Your success is our success.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

SmartAction

JUNE 27, 2023

Embrace automation for contact center success in 2023! Are you ready to take your contact center to the next level? So, why are some contact centers still hesitant to implement AI? By deploying virtual agents, you can reduce the need for a large workforce to handle routine inquiries.

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? The contact center workforce was already going remote.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts. Accessible NOW! Agent Analytics (28.4%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. Watch for our next blog in this series, coming October 21st: Constant Learning Improves AI Recommendations. Doing so, will transform your contact center from a cost-center into a revenue generator.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Aspect

JUNE 23, 2020

Lanes of ingress and egress to minimize employees passing past other employees: In and out of the contact center itself. The good news is that Aspect® Workforce Management tools can help you meet these challenges. Seat Management. Employee Preference. Scheduling.

Contact Center 139

Contact Center Management outsourcing Surveys 139

Aspect

JUNE 22, 2021

This month our spotlight is on Call Design NA , a powerhouse in optimizing resources in the contact center since 1999. . Call Design offers best-in-class workforce management, performance management, real-time automation, quality, IVR and CXP solutions implemented by highly experienced consultants.

Interactive Voice Response 91

Interactive Voice Response Contact Center Consulting Consulting 91

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Aspect

DECEMBER 10, 2020

Call centers around the globe experienced some truly remarkable phenomena in 2020. There was a complete shift to remote work, unprecedented demand and tireless efforts of our workforce and administrators who had to juggle innumerable challenges but remained focused and dedicated. But 2020 wasn’t an ordinary fiscal year. Learn more.

Multichannel 147

Multichannel Call Center Self service Marketing 147

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. your FAQ on steroids.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Call Center Technology 87