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. This robust skillset enables remote agents to tackle even the most challenging customer interactions with confidence and efficiency.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

NICE inContact

APRIL 7, 2021

But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions. 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.

Contact Center 65

Contact Center contact center workforce Employee engagement Best practices 65

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. Why is WEM Better than WFO?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

OCTOBER 18, 2022

In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. Related Article: 4 Smart Reasons To Offer Remote Work In Your Contact Center.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Serenova

APRIL 16, 2020

When employees feel supported, they perform better, making it easier to maintain business continuity in the short-term. Employee care programs also have a long-term impact on employee engagement , productivity, loyalty and retention. A Cloud-based Support Center for a Global Workforce.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

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.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Verint

AUGUST 23, 2017

By clearly communicating performance goals by role, aligning employee results to corporate objectives, and sharing performance data continuously, you can make it easier for employees to see how they are being measured—and where they can improve. 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