ShepHyken

JANUARY 22, 2024

As AI becomes increasingly integrated into the workforce, the creation of new job roles specifically meant to complement AI’s capabilities increases. How can companies effectively measure and manage processes to improve customer service experience?

Customer Service 201

Customer Service Technology Personalization Customer Experience 201

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. NewGen WFM with real-time adaptive forecasting and scheduling will revolutionize the world of workforce management.”.

Consulting 48

Consulting Consulting Marketing Management 48

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery. But by shifting how you manage your team, these issues can be easily resolved.

Customer Service 293

Customer Service Employee engagement Customer Support Management 293

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. 2016 was a good year for this mature IT sector, which grew by 8.8%, adding 871,999 new seats.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

CCNG

FEBRUARY 24, 2022

Many current Recruiting Management Systems (RMS) reward cutting costs. Doing so can make companies more productive and profitable as well. Evaluate your current workforce. Sometimes your BEST hidden workforce is already working for you. Discover who is already loyal to your brand or product. Who is missing hours?

Chatbots 369

Chatbots Contact Center Technology Personalization 369

CCNG

NOVEMBER 9, 2022

Moreover, studies show they also have higher self-esteem, are more empathic to others, [and are] more trusting and cooperative"—all essential attributes of a stable and productive workforce. Here are six ways to stimulate connectedness, organizational trust and productive relationships throughout your customer contact organization.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CSM Magazine

APRIL 9, 2024

Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software. Workforce Optimization Software – The Pulse of Support Teams On the other side of the spectrum lies workforce optimization software.

Customer Support 64

Customer Support Analytics Quality management Management 64

ShepHyken

APRIL 14, 2020

How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. Businesses must devise new systems, processes and technologies to better manage a remote workforce.

Morale 302

Morale Technology Customer Experience Personalization 302

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. In a buyer’s market, what is the future of workforce engagement? One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Customer Interactions

JULY 7, 2015

To wrap up our series on the five P’s of WFM we will turn our focus to product. Workforce management products are the solutions, systems, tools and technology used to automate the WFM function and to balance your contact center’s two primary objectives of customer service and operational efficiency.

Management 39

Management Technology Customer Service 39

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience 353

Customer Experience Management Contact Center Engineering 353

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

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

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

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

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

DMG Consulting

MARCH 27, 2024

Additional flexibility includes more shift/swap options, new ways to bid for hours and time-off, and easy approaches to managing paid time off (PTO), voluntary time off (VTO), and overtime (OT). The 2024 Workforce Management for the Enterprise in the Digital Era report features 4 WFM vendors: Alvaria, Calabrio, NICE, and Verint.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

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

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

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

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. The choice was easy.”.

Transportation 78

Transportation Management Employee engagement Consulting 78

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. How can Workforce Management leadership empower their teams to enhance overall business success? Reach out today.

Management 78

Management Analytics Employee engagement Customer Experience 78

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. ” State of the Workforce In an era where very high customer service expectations collide with labor shortages, contact center leaders need to do more with less.

Contact Center 87

Contact Center Call Center Self service Customer Care 87

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

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

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

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

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

Global Response

MAY 1, 2023

Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. But first, what exactly is workforce management (WFM)?

Call Center 62

Call Center Management outsourcing Coaching 62

Select VoiceCom Blog

NOVEMBER 29, 2023

It’s challenging enough to provide excellent products and services, maintain standing, and continue development. The strategy involves delegating specific non-core functions to third-party service providers, allowing in-house teams to focus on tasks intended for company growth, such as business development and crisis management.

outsourcing 98

outsourcing Business Process Outsourcing Government Telecommunications 98

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

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 . 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. Why workforce management? Understanding Workforce Management in the Call Center. Why is Call Center Workforce Management Important?

Call Center 81

Call Center call center workforce Management Average Handle Time 81

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