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. Let’s look at what sports can teach us about consistency in achieving contact center service levels—and how to adapt to even the most unexpected outcomes. Practice Makes (Almost) Perfect.

Contact Center 118

Contact Center contact center workforce Service level Coaching 118

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

Noble Systems

SEPTEMBER 29, 2020

Give employees tools and resources to succeed – Use dynamic data to provide a user experience tailored for each agent, empowering them to reach peak performance through programs that focus on their individual needs, including scheduling, coaching, training, evaluations, and motivation. What are the Benefits of using a WFO Solution?

Management 86

Management Gamification Quality management Schedule adherence 86

Fonolo

MAY 7, 2015

And they are only beneficial to a contact center provided they do what their title suggests; lead the team of support agents and supervisors. This means being present for your teams to provide support and advice, for coaching and development, and to essentially guide them to success. Coach and Teach, Don’t Preach.

Call Center 126

Call Center Management Contact Center Coaching 126