Essential Technologies in Call Center Workforce Management

Tenfold - Contact Center Blog

Improved agent efficiency and productivity turn call centers from a cost into a profit. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Depending on organizational needs, call centers can implement an array of different technologies, from basic to sophisticated. Leading Technologies for Workforce Management in Call Centers.

Why QD Headsets are Best for a Hybrid Call Center Workforce

Plantronics

With significant uncertainty about whether call center employees will be working from an office or from home, the roles, requirements, and the right devices for customer service reps have now been reset. Some may be connected to [ ] The post Why QD Headsets are Best for a Hybrid Call Center Workforce appeared first on Poly Blog.

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Inspiring a new type of call center workforce

TRUSTID

With Millennials soon making up half of all call center workforces, organizations need to plan how to train, inspire and retain telephone agents in an industry where the average turnover rate is an astonishing 33%. Building a strong company culture that gives employees meaning and presents opportunities to connect with your customers starts with how your train your workforce. Call Center call center culture contact center agents customer experience

Give Your Call Center Workforce Management a Tune-Up

ChaseData

The agents that fill the seats at your contact center are the lifeblood of your operation. Rather, top-performing call center agents are those who receive proper direction, instruction, and correction when necessary. All of this comes from proper workforce management. Here, we’ll show you what great workforce management looks like, what it can do for your center, and how to get it if you feel like it is something your facility lacks.

Mobilizing the Health Call Center Workforce (& Why It’s Needed)

Revation Systems

As an increasing number of consumers turn to their smartphones instead of their laptops, industries such as healthcare must also consider how their employees use technology on-the-go , including mobilizing the health call center workforce in a way that best fits their unique needs. This is why the contact center technology for mobile health workers must be geared toward their specific needs and focus on increasing efficiency, not just adding another avenue of connectivity.

Is Your Call Center Workforce Management Optimized?

Insite Managed Solutions

Is Your Workforce Management Optimized? As you determine what makes your contact center successful around workforce optimization, do you measure Service Level, Staff Utilization, or a combination of both? When a contact center asks us to help, often Service Levels can be all over the board with highs and lows throughout the day. Capacity Planning is the next component in managing your workforce.

Is Your Contact Center “In the Zone”?

Cisco - Contact Center

So, are contact centers more than a feeling? The ecosystem we call the contact center often represents the corporate culture – a unique place, where moments of interaction create emotions, attitudes and default patterns that will have a profound impact on our success in creating meaningful and lasting experiences. Is Your Contact Center “in the Zone?”. To learn more about Cisco Contact Center solutions, visit our website.

Why you need guardrails for your contact center

Cisco - Contact Center

Formula one driving has a few things in common with a call center. There are important elements to racing that apply to running a contact center. So where are the boundaries in a contact center? The digital and AI revolution is underway and on track to bring extensive changes to all aspects of business, especially the contact center. Contact centers are the execution point for business outcomes and represent the frontline of boundary interaction.

An Easy Approach to Managing Contact Center Peak Times [Slideshare]

Fonolo

Peak times tend to be a touchy topic for call centers. Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms. Join Fonolo and The National Credit Union Call Center Conference on Thursday, June 28 th at 2:00 PM ET / 11:00 AM PT for the live Q&A. We’ll talk about: Managing Spikes in Call Volume.

Artificial Intelligence and the Future of Cisco Contact Centers

Cisco - Contact Center

Transforming the Customer and Agent Experience with Artificial Intelligent Contact Center Integration. I recently delivered a session at Cisco LIVE Barcelona end of January that offered a view of the new Cisco architecture underlying the integration of Contact Centers with artificial intelligence (AI). There was a particular focus on the Go To Market aspects and the role of Cisco Contact Center partners. Innovation and trends in Contact Centers market.

Artificial Intelligence Translational Services Use Cases in Cisco Contact Centers

Cisco - Contact Center

The language barrier is undoubtedly and historically adding complexity to international business, and this is especially true when we consider Contact Centers and the high-quality customer experience they have to deliver in business-to-consumer services. Narrowing the Call Center Gap. With new generations of new consumers speaking their mother tongue language when calling a contact center, the translation problem will not disappear anytime soon.

Absence Management and Putting Up that ‘Gone Fishing’ Sign

Pipkins

But for HR and workforce planners and managers, just creating a balance between company demands and employee needs for time off can be challenging. You describe it and we can do it. ( You can practically hear that stream calling you.). Your happier because you are just a phone call away from putting up that ‘gone fishing’ sign. ( Blog New Workforce Solutions Absence Management Call Center Workforce ManagementGone fishin’ by shady, wady pool.

Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud

Cisco - Contact Center

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months. However, only 15% of all contact centers globally and 9% of all large contact centers with over 250 agents have transitioned to the cloud. Why you need guardrails for your contact center.

Head to the Big D May 14-17 for the Verint Engage Customer Conference

Verint

Inspiration. Professional growth. Networking. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot. It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17.

Countdown to Verint Engage!

Verint

The $695 conference rate has been extended through April 27, so register today to secure your spot—and to sign up for a free subscription to Contact Center Pipeline ! It’s less than a month away! The annual Verint Engage global customer conference will convene on Monday, May 14 at the Sheraton Dallas Hotel.

Facing the Future of Contact Center Employee Engagement

Verint

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Clearly, employee engagement is of paramount importance to an overwhelming majority of contact center executives today. Figure 2: Contact Centers Willing to Change to Accommodate the Millennial Workforce.

When Elite Plumbers Wished They Had Workforce Management

Verint

Field personnel were backed with an equally professional call center. Not understanding the impact of freezing weather in the South, the call center was not staffed adequately and was unable to handle these surges. So, to address this issue, Elite Plumbers decided to invest in an advanced workforce management (WFM) system. Workforce management software is thought by some to be a solution required only by the very largest contact centers.

WFO: 5 Trends Shaping Analytics and Business Intelligence

LiveVox

WFO: 5 Trends Shaping Analytics and Business Intelligence Call center workforce optimization is top of mind for leaders in financial services and beyond. From tricked-out ticketing systems to agent call recordings there is nothing we can’t pin a. This is in part because of the robust advancements made to applications that can track literally everything. The post WFO: 5 Trends Shaping Analytics and Business Intelligence appeared first on Livevox. Business Intelligence

The Future of Customer Service – Hybrid Workforce or Hybrid Employees?

Plantronics

When looking at the customer service sector, if anything can be near certain during these unpredictable times – it’s that hybrid working is the future for the call center. As a matter of fact, Frost & Sullivan predicts that 20% of the call center workforce will working from home in the near future. That’s a [ ] The post The Future of Customer Service – Hybrid Workforce or Hybrid Employees?

Consistent Performance

Brad Cleveland

If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. That … Call Center Workforce Management Brad Cleveland Contact Center Customer Service ICMIAnd the reasons – the economy, changes in customer behavior, etc. – are certainly no mystery.

Consistent Performance

Brad Cleveland

If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. That … Call Center Workforce Management Brad Cleveland Contact Center Customer Service ICMIAnd the reasons – the economy, changes in customer behavior, etc. – are certainly no mystery.

Merlang: Erlang C’s Sexy Younger Brother

Pipkins

In your contact center, do people ever just hang up? So why are the problematic mathematical assumptions of the outdated Erlang C formula built into your call center’s workforce management software? Optimize Your Call Center With Pipkins. Once eliminated, Pipkins’ workforce management software allows for the much more accurate prediction of abandoned calls and busy signals. A Modern Formula For Modern Call Centers.

Scheduling for the Modern Contact Center: The Secret is WFM

Aspect

In the world of workforce management, those same benefits hold true. Keeping agents abreast of their schedule is easy with a tool like Aspect® Workforce Management (WFM). Aspect WFM is the only solution that allows contact center managers to seamlessly access every tool from one easy to use dashboard. Keeping everyone on the schedule they prefer while also meeting the scheduling needs of the contact center. There is something utterly satisfying about a schedule.

Will the CFO “Buy” Your SMB Contact Center Budget?

Monet Software

Top tips for using call center analytics and reporting to make the case for your spending forecast. The contact center budgeting process is never easy. That’s why we created The Ultimate Guide to Budgeting for Your Call Center !) So what can you do to gain buy-in from business owners and executives, so you receive the resources required to achieve the call center’s many goals? Sadly, not all call center investments are equally straightforward.

Why Do Golden Agents Wear Smartwatches?

Aspect

Every year Aspect surveys over 500 contact center agents to understand their attitudes and preferences for our Agent Experience Index. Not only does this reflect the shift in the technologically savvy workforce, but it also represents the changing dynamic of the contact center itself.

How to Best Implement Modern Workforce Engagement Management Solutions in Your Call Center

Monet Software

Contact center employees face a number of challenges during their workday. As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Blog Workforce Management

How You Can Improve Efficiency of Your Call Center Using Workforce Management

Etech GS

According to Forbes, engagement is the key to effective workforce management. With estimates claiming that only 30% of employees are engaged, managing the workforce becomes a lot more difficult than it used to be. Employees worked their 40-plus hours per week at a call center and went home with little complaint. Here’s how you can improve efficiency of your call center using better workforce management techniques. Prepare for an Agile Workforce.

Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

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?

Call Center Statistics You Should Know

Callminer

Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Of course not all call centers are outsourced, nor are all call centers purely customer-facing operations. Call Center Workforce Statistics.

Remote Control: Managing Work at Home Contact Center Agents

Monet Software

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. Contact centers will hopefully see the cost savings of shrinking their in-house call center facility.

Whisper Coaching to Train Remote Employees

Calltools

Training call center agents in-person can be challenging and mentally draining. Having the right tools and techniques at your disposal can help you develop a team of call center agents that are effective. In short, whisper coaching or call whispering as it is sometimes referred to is when a sales manager “whispers” in the ears of a call center agent during a call. There are a number of ways you can incentivize call center agents.

Improving Collaboration Between Workforce Management Departments and Operations Departments

Insite Managed Solutions

Our Spotlight Challenge this Month is Workforce Management! Having touched over 650 contact centers, one of the frequent challenges we’ve discovered is the lack of partnership between the Workforce Department and the Operations Department. One of the helpful ways we’ve helped other centers overcome this is by creating a collaborative relationship between the two departments through a 4 step process.

3 Ways Call Center Supervisors Can Reduce Costs

Insite Managed Solutions

3 Ways Call Center Supervisors Can Reduce Costs Here are 3 different ways call center supervisors can positively drive financials in your center. Managing the Millennial Workforce . Improving Workforce Management to Optimize Service Levels. Turning a Contact Center into a Profit Center. Improving Collaboration Between Workforce Management Departments and Operations Departments. Call Center Supervisor Mind Map.

How Workforce Optimization Can Help You Reach Greater Heights

Etech GS

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. Naturally, this is just a general idea of how call center workforce optimization works. How To Implement Workforce Optimization. The Benefits for Call Centers.

  The Unvarnished Truth About Aspect WFM

Aspect

In the G2 Crowd Grid for Contact Center Workforce , Aspect Workforce Management software scores in the much-coveted Leadership Quadrant. G2 Crowd Grid ® for Contact Center Workforce Software. G2 Crowd has revealed the unvarnished truth about Aspect Workforce Management. In their G2 Crowd Grid for Contact Center Workforce , Aspect WFM software scores in the much-coveted Leadership Quadrant. It’s a must for any call center workforce”.

  The Unvarnished Truth About Aspect WFM

Aspect

In the G2 Crowd Grid for Contact Center Workforce , Aspect Workforce Management software scores in the much-coveted Leadership Quadrant. G2 Crowd Grid ® for Contact Center Workforce Software. G2 Crowd has revealed the unvarnished truth about Aspect Workforce Management. In their G2 Crowd Grid for Contact Center Workforce , Aspect WFM software scores in the much-coveted Leadership Quadrant. It’s a must for any call center workforce”.

The Key to Managing Conflict in the Workforce, No Matter Where your Agents are Working: Naming and Addressing Conflict on your Remote Contact Center Team

SharpenCX

If you don’t address small irritants between your teammates, they can fester into resentment and eventually impact your contact center work. And with companies working remotely more often, leaders are faced with managing new key challenges, like how to handle conflict in the workforce. How do you, manager, keep the levels of social currency plentiful when some of your contact center agents are together and some are working from home? We’ve all been there.

Should you outsource your customer service?

Ansafone

There are a lot of benefits to be gained when you outsource your call centers. Most call center outsourcers are always filled with years and years of experience. Outsourcers in the call center industry are usually made up of a team of people, and from this team, there will be executives and managers. They are usually filled with knowledge and experiences that can only be gained from working in the call center industry for years.

2017 Call Center Trends

CSR Inc.

First some good news: call centers aren’t going away this year (well, not exactly – but more on that later). And while call centers are expected to see an uptick in staffing in 2017 ( did you know that 4% of working Americans – about 5 million – already work in a call center ?) Here are 5 Trends that Will Affect the Call Center Industry in 2017 : The Millennial Age Millennials – not only are they your employees, but they are also your customers.

Tips on How You Can Bridge the Gap Between Remote and In-Office Contact Center Agents Faster With the Right Workforce Management Strategy

SharpenCX

Many companies are building remote work strategies around the needs of their workforce. Download Now: Learn how trends in workforce management and other key areas are impacting contact centers, according to Frost & Sullivan. These needs lead to a hybrid approach for the workforce. As a manager of a call center, you may be panicking a little. Workforce and engagement management is possible in a hybrid call center.