BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. That’s what we’re talking about here – the role of repetitions and preparing for the possibilities in contact center management.

Contact Center 118

Contact Center contact center workforce Service level Coaching 118

Monet Software

MAY 27, 2020

To find this session, log in to Verint Virtual On-Demand and navigate to Educational Tracks, then: Track – Contact Center Workforce Engagement Cloud / Theme – Elevating Response: Analytics & AI. Hear how Verint can assist in building out a practical road map to harnessing the power of AI. Bosses get cranky.

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

Monet Software

MARCH 10, 2021

The contact center workforce was already going remote. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Numerous companies had adopted it as their sole workforce model, among them many SMBs that found in remote agents a flexible, low-overhead workforce option.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? Can you switch up the work, put them in charge of a project, have them coach a colleague or offer other opportunities? Doing so might drive some new excitement.

Morale 100

Morale Agent burnout Contact Center Coaching 100

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. Training and Coaching.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

Monet Software

JUNE 29, 2021

Contact centers will boost their coaching success rates, however, by making QA part of an overarching contact center workforce engagement strategy , with transparency during hiring, an organization-wide mission to believe in, a supportive culture, adaptable scheduling, opportunity for advancement, and so on.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Monet Software

SEPTEMBER 24, 2020

Call review and coaching sessions contribute to team building. QA hinges on call monitoring and scoring, along with good call center analytics and reporting—but then it gets personal. Most contact center QA structures integrate one-on-one call feedback and coaching , provided by a member of the QA team, the agent’s manager, or both. .

Morale 48

Morale Quality management contact center workforce Employee engagement 48