Enabling a Mobile Contact Center Workforce with Aspect® Workforce Optimization™ Version 20

Aspect

Over the last several months, w e have e xperienced one of the most unusual times in modern human history, and we seem to be coming out the other side. For a period, it was mandatory that contact centers get agents out of the building. English/US Workforce Optimization

Driving Holistic Customer Engagement Excellence

Verint

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management. 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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Three Simple Ways to Show Your Customers Some Love

Verint

This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter. Have you thought about that before? If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them.

Count to 5 for perfect multi-channel forecasting

teleopti

This customer requirement for an omni-channel experience has typically been a challenge for workforce management but it doesn’t have to be that way. Having the right number of agents in the right place, at the right time is easier than you think. Modern workforce management (WFM) solutions capture huge amounts of data to create a library of valuable information. Keep it simple, that’s the message from Nick Brook of Teleopti when it comes to forecasting for multi-channel.

Are You Using All That Workforce Optimization Has to Offer?

Verint

This may be true for your organization when it comes to workforce optimization. The benefits could include improved average handle time, first call resolution, reduced after-call work time, etc., A third way you can see better results with your workforce optimization solution is to implement attended or desktop automation to help your agents do their work more quickly and accurately. Enhancing what you have to deliver better experiences.

Add Mindfulness to Your Contact Center WFO and IVR Strategies

Verint

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

7 Things Great Call Center Managers do Every Day

Fonolo

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Schedule like a Boss

Monet Software

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at the Same Time. Contact centers need to operate at various hours, including Dolly’s 9 to 5 but also the nights and weekends when many customers have time to reach out.

Delivering a great customer experience during open enrollment

Talkdesk

Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. million calls related to healthcare coverage to its contact center.

The Morale Doctor is In

Monet Software

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? It develops silently over time. This makes contact center agents particularly vulnerable to burnout.

Pindrop Picks Up Another Cybersecurity Award- Early in 2021

pindrop

Pindrop has made the list as the only contact center security provider – none of our competitors made the list. . For fraud and contact center professionals interested in protecting their customers’ internal data – this post will be covering some of the reasons why Pindrop – made this list of distinguished cybersecurity companies. . Contact Center Security The Pindrop Way – How Pindrop® Protects.

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. WRONG – much to the dismay of all workforce managers everywhere! Today 70% of intraday issues are handled manually by the WFM team, managers or supervisors, but most leading workforce management software can automate intraday reforecasting for individual intervals, as well as automate much of the schedule change workflow.

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. WRONG – much to the dismay of all workforce managers everywhere! Today 70% of intraday these issues are handled manually by the WFM team, managers or supervisors, but most leading workforce management software can automate intraday reforecasting for individual intervals, as well as automate much of the schedule change workflow.

Tortoise or Hare – Which One Best Describes Your Contact Center?

CSM Magazine

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using workforce. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. to right-size your contact center.