Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. the Same Time. We all love a win-win.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Calabrio

OCTOBER 6, 2016

Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Viewed purely as a cost center. But for customer-centric organizations, the term “contact center superhero” is an accurate—and multi-faceted—description.

Contact Center 40

Contact Center contact center workforce Customer centricity Self service 40

Monet Software

MAY 27, 2020

You can explore new ways to help maximize workforce productivity, empower your workforce, listen to customers and employees, move to the cloud and prepare for recovery leveraging your customer engagement solutions. 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

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. C an the contact center offer that to them ?

contact center workforce 129

contact center workforce Morale Contact Center Surveys 129

Serenova

FEBRUARY 11, 2019

If you’re a contact center leader, there’s a lot about Millennials and Generation Z worth understanding. In fact, these younger generations just may be your contact center’s BFFs. Tapping into these generational shifts is one of five trends highlighted in our e-book, Contact Center Trends You Need to Know 2019.

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

TLC Associates

JULY 17, 2019

Yet when the stakes are even higher, i.e. a business searching for a contact center to represent their brand and increase their revenue, some still choose to jettison quality in favor of a lower cost. Here are some of the benefits of nearshore contact centers that show they might be right for you.

Contact Center 40

Contact Center outsourcing Outbound sales contact center workforce 40

Monet Software

DECEMBER 17, 2020

How COVID-19 changes the SMB contact center hiring process—and how it doesn’t. Call center recruiting has changed in recent years. Maximizing hiring impact was already challenging for many SMB contact centers, even before COVID-19. COVID-19 impacts on hiring call center agents.

Call Center 118

Call Center contact center workforce Contact Center Employee engagement 118

USAN

MAY 10, 2022

Most contact centers have been optimizing the customer experience for years. But for contact centers operating in an age of evolving workplaces and workforces, this is increasingly important. But for contact centers operating in an age of evolving workplaces and workforces, this is increasingly important.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

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

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? If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. QA hinges on call monitoring and scoring, along with good call center analytics and reporting—but then it gets personal. 4 Steer toward excellence.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

NICE inContact

JULY 17, 2019

It can be daunting to create and scale a team of remote contact center agents. Stream our recent webinar , in which Jill reveals the game-changers that make Frontline Group’s remote workforce a success. Join Jill Blankenship to explore how to build a strong culture with a remote team. Stream the webinar now.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

NICE inContact

OCTOBER 7, 2019

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series. Paul offers practical advice on how to respond and turn these changes to a competitive advantage.

Marketing 55

Marketing Customer Experience Self service Contact Center 55

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. How To Implement Workforce Optimization.

contact center workforce 72

contact center workforce call center workforce Wait times Coaching 72

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job.

Call Center 126

Call Center Management Contact Center Coaching 126

Verint

JANUARY 31, 2018

As a rule of thumb, for every contact center agent at an organization, there are typically three associates who handle back-office work. They automated repetitive back-office processes and created additional resource capacity to focus more on the customer.

Enterprise 39

Enterprise Healthcare Banking Contact Center 39

Verint

JULY 23, 2015

Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand. Andrew and I decided that our topic should address which technology solutions are in greatest demand in 2015, and how to get the most bang for the bucks you spend on those technology solutions.

Analytics 38

Analytics Contact Center Consulting Consulting 38

Verint

JULY 23, 2015

Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand. Andrew and I decided that our topic should address which technology solutions are in greatest demand in 2015, and how to get the most bang for the bucks you spend on those technology solutions.

Analytics 24

Analytics Contact Center Consulting Consulting 24

BlueOcean

DECEMBER 10, 2019

Below you’ll find our top 10 most popular blog posts of 2019 – grab a cup of coffee and get reading! In this blog, we checked in with Carol, a Project Coordinator at Blue Ocean, to learn more. We explore how to deliver amazing service even when the customer is challenging. How to Engage Gen Z in the Contact Center.

Customer Service 12

Customer Service outsourcing Contact Center contact center workforce 12

Calabrio

MARCH 30, 2016

Customer consciousness is the byproduct of an organization employing data to be more people-centric, and the contact center is the origin of the customer. Speech and text analytics help to catalyze the contact center to becoming a nexus of deeper customer engagement, where innovation is sourced through customer recommendations.

Analytics 40

Analytics contact center workforce Contact Center Engineering 40