Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? This guide will explore the whats, hows, and whys of workforce optimization. What is Workforce Optimization? The concept of workforce optimization (WFO) is not new. This results in long wait times and abandoned conversations.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CCNG

APRIL 20, 2022

Implementing a performance management system with a robust data architecture that automates data integration and delivers performance intelligence to any business stakeholder is vital.? Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. While there are many benefits of remote teams, managing remote teams effectively comes with its own set of challenges. And, it’s forced companies to get creative in their management practices to figure out how to best manage remote teams.

Management 88

Management Gamification Calibration Quality management 88

CCNG

APRIL 12, 2023

Customers, with no other choice than to contact companies in any fashion other than face-to-face, found new ways to engage with businesses. One that is performing, optimized, and has become a customer engagement hub? Deploying tools to help agents become more effective and engaged while still handling customer concerns can help.

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

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

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

ShepHyken

JANUARY 24, 2020

If service seems to lag, you might take a look at your service strategy – as well as employee engagement strategy. A Dale Carnegie study found that companies with high employee engagement outperform those without it by 202%. Engaged and empowered employees help your business reach new and greater possibilities with your customers.

Customer Service 316

Customer Service Employee engagement Morale Technology 316

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. Ensuring that employees can be a part of managing their schedule has big benefits.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

MAY 11, 2023

The contact centers that offer this flexibility for their workforce realized that their remote workers could have the same performance and productivity they do in an office — if they implement practices for efficient work. The person who leads these teams plays a fundamental role in the management and work of all the teams.

Management 89

Management Contact Center Coaching Employee engagement 89

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Call Design

OCTOBER 12, 2022

Transport for NSW was looking for a platform that could seamlessly integrate across the entire workforce planning cycle integrated with their omnichannel contact centre that includes voice, live chat and back-office functionality. Learn more about the Alvaria Workforce Engagement Management (WEM) Suite. About Alvaria.

Transportation 78

Transportation Management Employee engagement Consulting 78

ShepHyken

JUNE 1, 2023

We’re already seeing innovations changing how businesses interact with their customers. For example, robots deliver pizza and other goods, while AI algorithms proactively suggest products based on customers’ previous purchases and browsing behavior. This leads to repeat business.

Analytics 156

Analytics Customer Experience Feedback Chatbots 156

ShepHyken

APRIL 8, 2022

He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. It is not only about the product or service, which channel, and in what frequency or time of the year a customer is buying. Product discovery experience . Product experience .

Customer Experience 184

Customer Experience Contact Center Contact center software Personalization 184

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. Companies must invest in training programs to equip their workforce with the necessary skills to use AI tools efficiently.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

Call Design

DECEMBER 5, 2023

Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process. They play a critical role in creating a work environment that fosters happy, engaged, fulfilled and aligned (HEFA) employees.

Management 78

Management Analytics Employee engagement Customer Experience 78

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Hold queues and smart call routing play a pivotal role.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Call Design

JULY 22, 2020

By outlining what your organisation is looking for and working with your workforce planning team to specify the shift times that need to be recruited for, you can begin to weed out the candidates who aren’t the best fit. With the right tools in place , your agents will be more engaged, productive, and effective at their work.

Gamification 173

Gamification Consulting Consulting Personalization 173

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Our success is fueled by our customers’ success. “Our

Management 59

Management Coaching Contact Center Customer centricity 59

Call Design

MAY 28, 2023

FOR IMMEDIATE RELEASE SYDNEY, AUSTRALIA, 21 April 2023 – Call Design, a leading provider of workforce optimisation solutions, is pleased to announce its new status as Alvaria’s first and currently only GLOBAL Diamond Partner.

Coaching 78

Coaching Employee engagement Sales Management 78

Call Design

MAY 31, 2022

Alvaria and Call Design announce a new Alvaria Workforce customer, TSA Group. TSA Group opted to migrate to the Alvaria Workforce, provided by Alvaria channel partner Call Design, to take advantage of the added capability and benefits of a contact centre-as-a-solution (CCaaS). About Alvaria.

Management 78

Management Finance Enterprise outsourcing 78

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . In this environment, investing in a workforce management (WFM) solution becomes key, particularly if your support center has been using spreadsheets or trying to get by with subpar solutions.

Management 86

Management Schedule adherence Coaching Contact Center 86

TechSee

SEPTEMBER 7, 2021

Warranty management. Managing the end-to-end lifecycle of consumer product warranties – from product registration through warranty claim – is a costly endeavor. However, it enables brands to connect directly with consumers and engage with them throughout their product ownership. safety recalls .

Technical Support 191

Technical Support Sales Upselling Technology 191

Fonolo

MARCH 29, 2022

Employee training, consistent management, the right call center software – the list goes on, but one thing stands apart from the rest: call center workforce management. How to Foster Agent Engagement in a Hybrid Contact Center. Why workforce management? Understanding Workforce Management in the Call Center.

Call Center 81

Call Center call center workforce Management Average Handle Time 81

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). But getting to this nirvana is no picnic.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Call Design

JANUARY 21, 2021

Real-time transcription can be used to study and enhance agent engagement, service, and information delivery with innovative artificial intelligence. During these calls, AI can suggest specific products for your agents to upsell to customers. Upgrade Old Technology. About Call Design.

Upselling 167

Upselling Coaching Consulting Consulting 167

Playvox

JANUARY 12, 2023

And while you might view being back together in an office as an employee productivity booster, Gartner research has shown that assumption isn’t true — remote workers trust their organization more and are more productive than those who have never worked in traditional offices. Important KPIs To Track For Remote Agents.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Aspect

APRIL 29, 2020

Below are several ideas for how we’ve seen contact centres in this region manage their workforce through a global pandemic. Keeping Your Agents Engaged. Many organisations have gone from no agents working from home to the majority of the workforce working from home in a couple of weeks.

Average Handle Time 150

Average Handle Time Interactive Voice Response Personalization Management 150

DMG Consulting

NOVEMBER 7, 2023

It also spotlights how workforce engagement management (WEM) components of contact center as a service (CCaaS) platforms provide essential solutions to meet escalating customer demands and engage and retain today’s workforce. Call Center Studio, an emerging vendor and new participant, is covered at a higher level.

Consulting 59

Consulting Consulting Contact Center Marketing 59

CSM Magazine

SEPTEMBER 21, 2023

Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future. Anticipating the Agent Workforce Evolution with AI Calabrio surveyed 400 contact centre managers from across 10 countries, 4 age groups, and 6 industries.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Companies planning to embrace the hybrid workforce will have to consider more than just office space and the employee experience. Flexibility.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

Playvox

AUGUST 15, 2022

Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. While most contact centers have successfully transitioned to some form of remote workforce since COVID shutdowns, the return to fully on-site work—and its effect on agents—is unclear.

Contact Center 77

Contact Center Gamification Surveys Management 77

NobelBiz

MARCH 26, 2024

Predictive analytics: Leveraging data analytics to anticipate customer needs and behaviors, enabling proactive engagement and personalized experiences. With its ability to handle customer inquiries and route calls efficiently, IVR enhances customer satisfaction while optimizing agent productivity.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Talkdesk

MAY 21, 2020

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Employee engagement is defined as the emotional investment employees make in their organizations. Employee engagement is absolutely critical to meeting and exceeding their organizational goals. The bottom line?

Management 109

Management Employee engagement Morale Contact Center 109