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

Noble Systems

MAY 4, 2021

We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience. In this blog series, we’ll take a look at some of the questions that we hear most often when talking with customers.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

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

UJET

JULY 7, 2020

30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

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. Want to start with what really resonated with our live attendees? Bosses get cranky.

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

Aspect

FEBRUARY 24, 2020

When efficiency is your focus, many organizations implement strategies with the assumption that workforce management (WFM) should be entirely separate from customer-focused considerations. The post Optimizing Your Workforce with WFM appeared first on Aspect Blogs.

contact center workforce 62

contact center workforce Enterprise Contact Center Management 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.”. Among the questions posed to our survey respondents was one in which we asked how important employee engagement was in their operational strategy for the next 18 months. Don’t Panic!”

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

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

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? But what makes WFO different from WFM?

Management 86

Management Gamification Quality management Schedule adherence 86

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

Verint

SEPTEMBER 1, 2017

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Interactive Voice Response 23

Interactive Voice Response Contact Center Average Handle Time Personalization 23

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

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! Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy? In this blog, we checked in with Carol, a Project Coordinator at Blue Ocean, to learn more. How to Engage Gen Z in the Contact Center.

Customer Service 12

Customer Service outsourcing Contact Center contact center workforce 12

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. Moving your virtual company contact center operations to the cloud has never been easier.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

Fonolo

MAY 7, 2015

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. Our 7 tips for great call center management are: Talk to Your Support Agents.

Call Center 126

Call Center Management Contact Center Coaching 126

Calabrio

MARCH 30, 2016

Managers and executives, across departments, who don’t yet see data science as critical to corporate strategy will continue to look back at missed opportunities when it’s too late. Management teams now have the opportunity to have more holistic perspectives and evidence-based strategies than ever before.

Analytics 40

Analytics contact center workforce Contact Center Engineering 40

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee engagement 32

Employee engagement Contact Center Surveys Management 32