Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Effective workforce management is essential for any business.

Self service 85

Self service Management Coaching Contact Center 85

CSM Magazine

OCTOBER 5, 2023

The cloud-based software and mobile app have also helped boost operational efficiencies, improve customer service and given management real-time visibility of all work. The system also offered the most efficiencies for our business in terms of managing our engineering teams and providing real-time reporting.”

Engineering 59

Engineering CRM Finance Enterprise 59

TechSee

FEBRUARY 14, 2022

Businesses need to think carefully about how they’re going to support and monetize this enormous growth. A report by Ericsson indicates that enterprise use cases will become a primary driver for 5G growth in the future, with service providers generating $131 billion by 2030 by proactively developing 5G use cases.

Technology 109

Technology Wireless Self service Telecommunications 109

Call Design

MAY 31, 2022

Alvaria and Call Design announce a new Alvaria Workforce customer, TSA Group. TSA Group considers themselves an extension of their partners’ businesses, helping them connect with their customers through the end-to-end provision of care, acquisition, sales, back office and collections services. About Alvaria. About Call Design.

Management 78

Management Finance Enterprise outsourcing 78

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. Contact center employe r s need to have the technology tools to make employees fully mobile. Fast forward to today.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

CSM Magazine

MARCH 14, 2024

Environmental management company Green Spark is using the latest cloud and mobile technology to boost sustainable business growth. Green Spark introduced the BigChange job management system to improve the flow of information between field staff, using the mobile app, and the back-office.

Management 52

Management CRM Engineering Finance 52

CSM Magazine

JULY 17, 2023

BigChange has launched a series of Analytics Dashboards to display critical business information for field service firms. The dashboards receive live data from across the business, including job updates from field operatives equipped with mobile devices, giving managers and staff complete visibility of all aspects of the business.

Analytics 52

Analytics Finance CRM Engineering 52

CSM Magazine

JULY 10, 2023

Using the cloud-based system, Hodge Clemco has doubled the size of its mobile workforce, without having to increase its back-office support, and is close to achieving its goal of paperless working. This was time consuming, labour intensive, and had the potential to introduce errors into our systems.

Finance 52

Finance Engineering CRM Enterprise 52

CSM Magazine

NOVEMBER 14, 2023

A new workforce management system from BigChange has improved job allocation and boosted job completion rates at EB Gas Services. Customers are added to the CRM and categorised by type, which is proving useful for reporting and sales and marketing campaigns, and all staff and vehicles are managed through the BigChange system.

Engineering 52

Engineering CRM Finance Accountability 52

TeleDirect

OCTOBER 23, 2023

This technology went mainstream in the early 2000s and has steadily gained traction in the business sector. With the advent of the remote workforce, which doesn’t appear to be going away any time soon, VoIP became a standard, resolving many pain points while reducing costs. What Is a VoIP Phone? Headsets might be required.

voip 62

voip Wireless call center solutions Call Center 62

DMG Consulting

APRIL 19, 2023

The Report examines the business, market, and technology trends and challenges confronting enterprise leaders in light of increasingly complex operating environments, rising customer and workforce expectations, and a turbulent economy. The Report analyzes WFM market activity and provides 5-year projections.

Consulting 48

Consulting Consulting Enterprise Marketing 48

CSM Magazine

FEBRUARY 26, 2024

Transitioning to digital working, Trent’s field operatives are using mobile devices synchronised in real-time with the back-office system. Trent’s Drains, a provider of 24/7 drainage services, is using BigChange software to jettison inefficient job management and improve productivity.

Engineering 52

Engineering CRM Accountability Management 52

DMG Consulting

NOVEMBER 3, 2020

WFM Solutions for a more Agile Business World. The business world today is dramatically different from what it was 15 years ago, and not just because of the pandemic. The workforce has changed, management practices have changed, how we do business has changed, and customer expectations have changed.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

CSM Magazine

SEPTEMBER 28, 2023

Commercial and domestic fit-out company, FSE UK is reporting a six-fold expansion since implementing a cloud-based job management system and mobile app from BigChange. The 6-in-1 system is helping the Leeds-based company as it expands services and diversifies into new markets. “‘where are you? “‘where are you?

Engineering 59

Engineering CRM Finance Education 59

Aspect

MAY 6, 2020

Up until now, we have largely discussed ways to help agents with workforce optimization tools and processes. But when agents move from a centralized location to a distributed environment and the very culture of the organization is in flux, many of the existing workforce management (WFM) assumptions and parameters should be re-examined.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

CSM Magazine

AUGUST 7, 2023

Crucial Engineering is underpinning a UK-wide expansion of its aluminium and automation business with the BigChange job management system which live links field engineers to back-office support staff using a mobile app. “BigChange has given me this and more,” he continued.

Engineering 52

Engineering Management Finance CRM 52

Aspect

DECEMBER 10, 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. This year has also been the year that omnichannel communications and marketing exploded. Now the good news. You have one now!

Multichannel 147

Multichannel Call Center Self service Marketing 147

Fonolo

APRIL 6, 2020

At a time when many business owners are removed from face-to-face interaction with their clients — hospitality, food, retail etc. You may think that call centers are for big companies but the truth is, they have a lot of value for small and medium-sized businesses as well. The Best Apps for Virtual Contact Center Teams.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

TechSee

DECEMBER 16, 2021

How can you cut through the noise and industry buzz to zero in on the activities that will help you achieve your business goals? . The Distributed Workforce After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH or hybrid model.

Call Center 124

Call Center Self service Gamification Contact Center 124

Fonolo

FEBRUARY 14, 2023

With improved call center performance comes lower operations cost, which you can leverage to better your business. As technology gets smarter and more intuitive, so does the contact center that benefits from it. But how do you know which solutions are best for your operation? Still unsure where to go from here?

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The agent-centric nature of Calabrio Workforce Management, alongside its ease of use and flexibility, fits perfectly with the Zoom mantra.”

Contact Center 52

Contact Center Enterprise Management Customer centricity 52

DMG Consulting

DECEMBER 7, 2022

DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report. What: Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report . MEDIA ALERT. When: Today, 7 December 2022.

Contact Center 48

Contact Center Consulting Consulting Marketing 48

CSM Magazine

JANUARY 12, 2024

Lothian Vulcanising Services, a family run business offering conveyor belt services across Scotland and the UK, has transformed its business using a workforce management system from BigChange. The cloud-based 6-in-1 solution has replaced manual paper-based processes with automated digital workflows. Now, it’s all gone!

Engineering 52

Engineering CRM Finance Enterprise 52

Fonolo

MAY 19, 2022

Contact center technology is a key component of the way your business functions. Industry Report: State of the Contact Center 2022. Over the past couple of years, there has been a huge shift in the way contact centers do business. The Shift to Remote Work. And let’s not forget the boom in cloud-based technology adoption.

Contact Center 87

Contact Center Technology Interactive Voice Response CRM 87

CX Global Media

JUNE 13, 2017

One of my favorite projects that I worked on during my years in contact center operations was leading the development and design of a mobile help desk. By utilizing mobile and web technologies, supervisors and support staff can sit virtually with any agent in any location and have complete visibility. Okay, just raise a flag then.

Coaching 226

Coaching Contact Center Call Center Technology 226

TechSee

MAY 19, 2021

As 2021 gets underway, new technologies to improve customer service are emerging, that help businesses boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment. . consumers required assistance during the pandemic.

Technology 159

Technology Customer Service Technical Support Analytics 159

CX Global Media

NOVEMBER 19, 2018

The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. As economic volatility increases, frontline leadership capability can have a greater impact on business outcomes than senior leadership.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Momentum Telecom

JUNE 11, 2021

Cloud voice and unified communications are solutions that easily enable your business to migrate your communications infrastructure to the cloud. Cloud voice and unified communications are solutions that easily enable your business to migrate your communications infrastructure to the cloud. Cloud Voice. Voice-enabled Microsoft Teams.

Technology 98

Technology Engineering Enterprise Analytics 98

Callminer

MAY 27, 2020

The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. Highlight health and your commitment to that of your workforce. “Mental and physical wellness is at the core of every productive workforce and the key to a positive employee experience.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Aspect

MARCH 5, 2019

Cloud technology for implementing and administering workforce management (WFM) technology is becoming increasingly important to businesses that are under pressure to maximise workplace productivity, reduce expenditure and improve their bottom line.

Management 88

Management Employee engagement Technology Analytics 88

CSM Magazine

NOVEMBER 5, 2021

Marketing on mobile devices through SMS, MMS, email, social media, and apps is nothing new, but it’s never been more important for businesses to invest in this crucial channel. Even if you’re already using mobile channels in your marketing strategy, it may be time to consider increasing your efforts to stay competitive.

Enterprise 52

Enterprise Marketing B2B Advertising 52

Fonolo

MAY 19, 2022

Contact center technology is a key component of the way your business functions. Industry Report: State of the Contact Center 2022. Over the past couple of years, there has been a huge shift in the way contact centers do business. The Shift to Remote Work. And let’s not forget the boom in cloud-based technology adoption.

Contact Center 67

Contact Center Technology Interactive Voice Response CRM 67

Talkdesk

APRIL 24, 2020

The renowned healthcare company is ensuring business continuity in this time of crisis by supporting its employees in the transition to a remote way of working. These systems led to wide-spread inefficiencies and inadequate reporting to identify and correct problem areas. Want to know more?

Healthcare 58

Healthcare Cloud contact Enterprise Contact Center 58

NICE inContact

JULY 17, 2019

Stream our recent webinar , in which Jill reveals the game-changers that make Frontline Group’s remote workforce a success. Relying on mobile call center agents presents unique obstacles and call for unique solutions. Agent workforce is now 98% mobile. There had to be a better way. Interested in similar results?

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

DMG Consulting

APRIL 1, 2021

Workforce Management in 2021: Better than Ever. It’s the year of workforce management (WFM), despite (or maybe because of) the pandemic. Interest in workforce planning has picked up over the last few years as companies have looked for ways to improve employee engagement. This is how it has been for the past 45 years.

Management 67

Management At home agents Contact Center Self service 67