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What is an inbound call?

VirtualPBX

New orders, appointment requests, product support, questions, and concerns are all examples of inbound opportunities. Inbound Calling Best Practices Make your Customer Experience Flawless Craft a customer-first strategy for your company. Engaged agents feel part of the team and are invested in company success.

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The Future of Workforce Engagement: How to Integrate AI

Playvox

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

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How to Spot (and Hire) a Great Call Center Manager

Fonolo

But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals. For these reasons, hiring an effective all center manager should be a vital goal for all call center leaders.

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Adapting to a Global Workforce: Managing Remote Teams Effectively

Playvox

Let’s talk about solutions and best practices you can leverage to set your remote teams up for success. Leverage a Workforce Management Solution When you have a globally dispersed team, it becomes even more important to leverage a solution that accounts for differing schedules and skill sets.

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Multiple Workstyles May Signal the Need for New Compensation Plans at Many US Contact Centers

Taylor Reach Group

But these “perks” only contribute to job satisfaction and employee engagement; they should not be viewed as a trade-off for fair and equitable compensation. Here’s why: The skillsets required to work successfully in a remote environment are even more critical when the employee is onsite in the contact center.

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Call Center Workforce Management 101

Expivia

Follow these call center workforce management best practices to find out how to staff your contact center the right way. What Is Call Center Workforce Management? Workforce management is the institutional process of maximizing the efficiency and performance of an organization. It can also be quite fun.

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The Impact Of Remote Work On Workforce Management

Playvox

The contact centers that offer this flexibility for their workforce realized that their remote workers could have the same performance and productivity they do in an office — if they implement practices for efficient work. This is what true agent engagement looks like — and engaged agents are less susceptible to burnout.