Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Switching to an entirely remote workforce can solve many staffing challenges.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes.

call center workforce 52

call center workforce Call Center Management Gamification 52

SharpenCX

JUNE 16, 2020

Read Now: Preparing Your Team for Life’s Complicated Moments: How to Orchestrate a Business Continuity Plan in Your Call Center. Workforce engagement management takes your workforce strategies one step further. And, it acknowledges the power of employee engagement on performance and retention.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

JustCall

NOVEMBER 24, 2022

According to a recent report – 13% to 16% of the call center workforce is disengaged, with nearly 70% still not classified as busy at work. Additionally, call centers have a high turnover rate, which makes these withdrawal statistics even more concerning. So, What Exactly is Employee Engagement?

Morale 52

Morale Call Center call center workforce Metrics 52

Monet Software

NOVEMBER 6, 2019

Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Meeting Performance Standards. However you schedule, strive to optimize staffing, keep customers satisfied and track adherence.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Noble Systems

SEPTEMBER 29, 2020

How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. WFO is not just a single component; it bridges the span of the contact center to tie activities into an integrated strategy, working towards common business goals.

Management 86

Management Gamification Quality management Schedule adherence 86