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. MORE

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. MORE

It doesn’t matter what category of call center you are planning to set up. This is important to remember setting up call center requires a considerable investment of time and money. Set up a contact center for your business is an investment of both time and money. MORE

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. MORE

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 ?) MORE

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. MORE

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. MORE

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. MORE

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. MORE

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? Capacity Planning is the next component in managing your workforce. MORE

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. MORE

Building Blocks of Workforce Management Know the Metric Deliverables – There are a lot of different factors that go into making workforce management successful. He has significant experience in contact center operations, technology implementation and professional services. MORE

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. MORE

Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art. Here are the top 3 soft skills successful call center agents should possess. MORE

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. MORE

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. It’s a must for any call center workforce”. MORE

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Social Media: Social media has fundamentally disrupted the call center. MORE

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. MORE

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. It’s a must for any call center workforce”. MORE