Fonolo
MAY 30, 2023
In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center?
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? Consistent call center workforce engagement (WFE) is the best way to foster morale over the long haul.
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Monet Software
SEPTEMBER 24, 2020
By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Here’s how. #1 1 By the Numbers. Specialties like customer service can feel nebulous.
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.
Aspect
APRIL 2, 2020
All of this sounds good for certain types of roles, but we know our contact center workforce needs to work at times when customers need to communicate with our company, which we have painstakingly planned and update d continuously using w orkforce m anagement. more time required for team building and employee morale health.
Aspect
MAY 15, 2018
Vendors are now starting to look at how AI can be applied to enhance the performance of agents, supervisors, managers, workforce planners, quality analysts and other members of the contact center workforce. For more information on Aspect’s educated approach to AI in the workforce, visit our Aspect Workforce AI page here.
Aspect
JANUARY 21, 2019
These breakthroughs don’t address the needs of the contact center staff who are not agents. The morale and productivity of supervisors, quality analysts, workforce planners and administrators of all sorts have a direct impact on the morale of agents and their ability to serve customers well.
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