Vistio

FEBRUARY 1, 2024

Developing Confidence and Competence through Realistic Simulations One of the key benefits of ServiceSim’s AI-powered simulated customer training is the realistic virtual practice environment it provides.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

Balto

JUNE 20, 2023

Real-Time QA scores 100% of calls so that supervisors can prevent mistakes before they become habits, identify the root cause of low scores, and scale best practices to the whole team. Real-Time Notetaker automatically summarizes calls for agents, reducing and eliminating after-call work.

Contact Center 52

Contact Center contact center workforce Coaching Best practices 52

SharpenCX

MARCH 16, 2020

They can help develop the best remote business continuity plan for your company and assist with a seamless transition. And, regularly in the coming weeks, we’ll post tips, advice, and best practices to help your managers and executives run a suddenly remote team.

contact center workforce 76

contact center workforce Contact center software Contact Center Best practices 76

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. Its role is to maintain the best practices and requirements in the COPC CX Standard.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

NICE inContact

APRIL 7, 2021

If you’re unsure of where to start, the six pillars of a hybrid contact center workforce engagement strategy listed above would be a great place to start. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions.

Contact Center 65

Contact Center contact center workforce Employee engagement Best practices 65

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Information from each customer contact is collected, labeled by the agent, and stored for future use.

Self service 111

Self service Contact Center contact center workforce Banking 111

Fonolo

OCTOBER 3, 2018

Unfortunately, some contact centers still insist on a no-hangup rule (agents are penalized for ending a call) in order to improve or sustain metrics; and they do not offer moral or psychological support to front-line agents who live through some horrific experiences on the job.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

COPC

JULY 20, 2023

Research Global Benchmarking Series, Contact Center Workforce Management Insights into organizational customer experience objectives, the challenges they face and the programs in place to deliver a seamless experience when customers reach out for support.

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Playvox

MARCH 21, 2022

A 2020 Salesforce survey showed that Baby Boomers were nearly as likely to prefer working in the office (35%) as they were to prefer working from home (39%), making it imperative that you have a solid plan for managing your remote or hybrid contact center workforce.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

Playvox

JANUARY 25, 2024

Workforce management for contact centers 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.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Tethr

MARCH 3, 2020

Tethr’s technology works to combine what’s going on in real time with historical data for context to lead your agent to the best practices. Turning your contact center workforce into a flexible and global workplace doesn’t have to be scary. The post Effectively managing home-based call center agents is possible.

Call Center 83

Call Center At home agents Management contact center workforce 83

DMG Consulting

APRIL 15, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

Playvox

JANUARY 5, 2022

Related Article: 7 Best Practices for Keeping Your Hybrid Contact Center Team Connected. Want more tips on how to enhance the experience of your hybrid contact center workforce? Another boost to engagement is achieved with public recognition. Train Regularly. Download our eBook.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Serenova

APRIL 16, 2020

As we work with our customers to leverage our technology to maintain business continuity during the pandemic, we’re sharing operational best practices that go beyond technology. To learn more about the CxEngage Rapid Response program, click here or contact us now.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Etech GS

OCTOBER 23, 2019

Whether the employees are human or robotic, workforce optimization helps teams to work smarter instead of harder. As the name suggests, contact center workforce optimization involves using managerial practices to ensure maximum productivity meets maximum efficiency. How To Implement Workforce Optimization.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

Serenova

MARCH 23, 2020

With no indications that the effects of COVID-19 will abate anytime soon, the need to handle continued volume increases and effectively manage a fully functioning WFM contact center workforce is intensifying. This makes the speed of cloud deployment to address these needs critical.

Contact Center 80

Contact Center contact center workforce Government Healthcare 80

Playvox

OCTOBER 18, 2022

Because many customer service centers’ remote work policies require agents to maintain specific performance standards , managers cite solutions such as workforce management (29%) and quality management (26%) as other contact center software they turned to.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Fonolo

NOVEMBER 29, 2018

Unfortunately, some contact centers still insist on a no-hang-up rule (agents are penalized for ending a call) in order to improve or sustain metrics, and do not offer morale or psychological support to front-line agents who live through some horrific experiences on the job.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

NICE inContact

OCTOBER 25, 2019

You can stay in compliance AND take advantage of more modern workforce optimization functionality in the cloud. For some, it makes sense to start with moving the ACD to the cloud, but for many contact centers workforce optimization is the best steppingstone. No two cloud transformations are identical.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

NICE inContact

JULY 12, 2016

With the integration of data analytics, a core contact center platform with a robust WFO suite has the potential to develop into a fully automated Workforce-Intelligent Contact Center.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

NICE inContact

JULY 17, 2019

In this webinar, you’ll discover the benefits, challenges, tools, and best practices of building a remote workforce. Interested in similar results? Join Jill Blankenship to explore how to build a strong culture with a remote team.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

Calabrio

OCTOBER 6, 2016

These leaders: Can communicate the business value and far-reaching, positive business impact of their contact center. Are genuinely interested in the contact center workforce and how to optimize its operations. Contain the contact center environment while allowing agents to be themselves.

Contact Center 40

Contact Center contact center workforce Customer centricity Self service 40

Verint

DECEMBER 5, 2017

As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number of trends are making it easier to link these two functions, including: In-sourcing previously outsourced contact center functions. The increase in channel digitization.

Contact Center 28

Contact Center Best practices Enterprise outsourcing 28

Verint

JUNE 6, 2017

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.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Verint

JANUARY 31, 2018

Gaining management insight into whether or not associates were following standards and best practices and adhering to compliance requirements. They did it by: Creating automated processes and workflows that reduced associate idle time (time where no work is performed) by 50%. The overall result?

Enterprise 39

Enterprise Healthcare Banking Contact Center 39

Verint

AUGUST 23, 2017

You can extend these best practices by using your scorecards to capture and communicate KPIs and goals from multiple systems, including but not limited to workforce optimization (WFO). Are you properly motivating today’s employees—or are you depending on yesterday’s methods?

Gamification 42

Gamification Employee engagement Best practices Contact Center 42

Noble Systems

APRIL 14, 2021

Rather than siloing information and data in separate areas, the unified virtual call center solution lets your systems work together. 5 Best Practices for Managing Employees in the Virtual Call Center. Many companies have transitioned to a virtual call center environment, thanks to the Covid 19 pandemic.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. View this document on the publisher’s website.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Verint

DECEMBER 15, 2017

contact center industry. Current quality management best practices dictate the review for scoring of a small percentage of random calls for each agent, typically less than ten percent. The complete overview of the current status of quality management among those in the industry is provided in Figure 1 below.

Quality management 29

Quality management Call Logging Management Employee engagement 29

Monet Software

DECEMBER 17, 2020

Applying best practices for today’s connected world will help you communicate an authentic employer brand, get to know candidates’ skills and capabilities, and accelerate call center hiring decisions. Conclusion. Recruiting during COVID-19 isn’t a complete departure from recruiting at any other time.

Call Center 118

Call Center contact center workforce Contact Center Employee engagement 118

Fonolo

MAY 7, 2015

If you want your call center or department to be successful, it’s just not enough to ensure it’s working well or adhereing to some abstract call center management best practices. You don’t operate in a vacuum. Handpicked related content for you: Top Customer Service Blogs to Read in 2020.

Call Center 126

Call Center Management Contact Center Coaching 126

Balto

SEPTEMBER 21, 2022

Louis, MO — Balto, the leader in uniting contact center agents with AI for better conversations, is excited to announce the release of a suite of features for its market-leading real-time guidance platform dedicated to improving the agent experience in the contact center. Gamification.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

NICE inContact

OCTOBER 7, 2019

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series.

Marketing 55

Marketing Customer Experience Self service Contact Center 55

airespring

FEBRUARY 29, 2016

How effective is your contact center? Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. With 2016 already under way, use these numbers to measure where you sit on the contact center curve.

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

DMG Consulting

MARCH 11, 2021

Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report.

Consulting 59

Consulting Consulting Marketing Management 59