Playvox
JANUARY 25, 2024
Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. WEM adds the element of employee engagement as the linchpin to delivering outstanding CX.
Playvox
JANUARY 11, 2024
Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.
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Verint
FEBRUARY 10, 2016
While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. After all, those are the people who serve your customers and help determine if they stay loyal or not.
NICE inContact
AUGUST 12, 2019
While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.
NICE inContact
AUGUST 12, 2019
While workforce management is a discipline with many detailed moving parts, WFM activities really boil down to four basic components – forecasting, scheduling, intraday management, and employee engagement. Forecasting and scheduling are the first half of the equation as it relates to contact center workforce management basics.
Monet Software
SEPTEMBER 24, 2020
Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Here’s how. #1 1 By the Numbers. Specialties like customer service can feel nebulous.
Verint
JUNE 6, 2017
As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.
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