Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Switching to an entirely remote workforce can solve many staffing challenges.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Clearly, employee engagement is of paramount importance to an overwhelming majority of contact center executives today. Figure 2: Contact Centers Willing to Change to Accommodate the Millennial Workforce.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? What is Workforce Optimization (WFO)? How does WFO work in the Call Center? Workforce Management.

Management 86

Management Gamification Quality management Schedule adherence 86