Balto

JUNE 20, 2023

New integrations rapidly deploy Balto’s AI-powered conversation excellence and agent enablement technology to Zoom Phone and Zoom Contact Center. Louis, MO — Balto , a leader in uniting contact center agents with AI for better conversations, today announced it has teamed up with Zoom Video Communications, Inc.

Contact Center 52

Contact Center contact center workforce Coaching Best practices 52

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. During this time, autonomous vehicle technology has advanced incrementally.

Self service 111

Self service Contact Center contact center workforce Banking 111

Playvox

MARCH 21, 2022

Show retirees returning to the workforce you appreciate what they bring to the table by: Identifying projects or initiatives where their experience can be put to the best use Giving them opportunities to mentor other agents in areas they’re experts in Recognizing them publicly for their achievements.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

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

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. Today’s WFM solutions are evolving to keep pace with the changing business world.

Consulting 62

Consulting Consulting Marketing Management 62

Serenova

APRIL 16, 2020

It’s important to note that while HR is one critical support group, other internal teams are also important for your employees to quickly reach during these turbulent times, such as IT (information technology), infrastructure support or payroll. Supporting People with Technology, Compassion and Care.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Putting in place KPIs is a good starting point to achieve operational excellence.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Tethr

MARCH 3, 2020

For some, this might mean allowing your workers to select shifts that best support their home lives. For others, this means giving reps the reigns to work remotely if the technology is in place to support it. Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting.

Call Center 84

Call Center At home agents Management contact center workforce 84

Serenova

MARCH 23, 2020

I’ve been reminded of this throughout my career leading technology companies and serving customers. With the effects of the COVID-19 crisis continuing to grow in scale and impact every day, Serenova is committed to helping keep contact centers working, safely. But what we’re experiencing right now is unprecedented.

Contact Center 80

Contact Center contact center workforce Government Healthcare 80

Playvox

OCTOBER 18, 2022

Finding the Right Technology to Support Remote Work in a Contact Center. Remote work is much easier for everyone when you have key technology in place to support daily contact center operations. Interested in reading more about best practices for implementing remote work successfully?

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Fonolo

NOVEMBER 29, 2018

As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Voice-Powered Technology (VPT). Social Media as a Contact Center Touchpoint.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

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

NICE inContact

JULY 17, 2019

It can be daunting to create and scale a team of remote contact center agents. Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

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

Fonolo

MAY 7, 2015

Our 7 tips for great call center management are: Talk to Your Support Agents. Make Your Contact Center a Great Place to Work. Keep Up With the Latest Contact Center Technology. Review Their Contact Center’s Data. What do great call center managers do? Act as a True Leader.

Call Center 126

Call Center Management Contact Center Coaching 126

Verint

JANUARY 31, 2018

That post continues a theme that we see in the media every day: organizations are looking at using automation and AI for business and workforce optimization—however, applying these technologies and processes needs to be well thought-out. What is the back office? Reducing overtime by 37% and increasing associate work activity by 9%.

Enterprise 39

Enterprise Healthcare Banking Contact Center 39

Verint

AUGUST 23, 2017

Today’s workforce looks very different than the one from just five years ago. Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center. of employees are disengaged.

Gamification 42

Gamification Employee engagement Best practices Contact Center 42

Verint

DECEMBER 15, 2017

The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation groundswell will do nothing but grow in the months and years ahead. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

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

Noble Systems

APRIL 14, 2021

With better training and better morale, virtual call center employees can even be more productive than in a bricks-and-mortar site, leading to improved customer service. Choosing the best virtual contact center platform for your needs. 5 Best Practices for Managing Employees in the Virtual Call Center.

virtual call center 98

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

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

DMG Consulting

MARCH 11, 2021

DMG’s 14 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology.

Consulting 59

Consulting Consulting Marketing Management 59

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. Verint’s Craig Seebach, vice president, workforce optimization strategy, will present this content at 11 a.m. The contact center is often just the start of the customer’s journey. November 9; Online Webinar.

Contact Center 6

Contact Center Self service Best practices Coaching 6

Playvox

MAY 25, 2023

Simply put, digital transformation is the process of integrating technology into your organization to create or modify business processes to meet changing requirements and enhance customer experience. Digital transformation is more than just purchasing technology. But what does it really mean?

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Noble Systems

SEPTEMBER 29, 2020

What is Workforce Optimization (WFO)? Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing.

Management 86

Management Gamification Quality management Schedule adherence 86

Balto

JULY 19, 2023

Louis – Balto , a leader in uniting contact center agents with AI for better conversations, today announced it has joined the new 8×8 Technology Partner Ecosystem by 8×8, Inc. Learn more about the 8×8 Technology Partner Ecosystem at [link]. About 8×8 Inc. 8×8, Inc.

Technology 52

Technology contact center workforce Coaching Contact Center 52