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

Monet Software

OCTOBER 8, 2020

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. MORE

Abandon rate Contact Center Call Center Analytics 52
>

Give Your Call Center Workforce Management a Tune-Up

ChaseData

OCTOBER 24, 2019

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. MORE

call center workforce Call Center Contact Center Management 40
>

Cisco Brings the Power of the Cloud and AI to Contact Centers with Release 12.5

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”. MORE

Contact Center Analytics Self service Feedback 97
>

Whisper Coaching to Train Remote Employees

Calltools

JUNE 10, 2020

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. There are a number of ways you can incentivize call center agents. MORE

Coaching Call Center CRM call center workforce 52
>

Call Center Workforce Management 101

Expivia

MARCH 11, 2021

How do you make sure you have the right number of agents on call? Your call center’s success depends on it. Follow these call center workforce management best practices to find out how to staff your contact center the right way. MORE

call center workforce Call Center Management Average Handle Time 52
>

WFO: 5 Trends Shaping Analytics and Business Intelligence

LiveVox

DECEMBER 23, 2019

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. MORE

call center workforce Analytics Call Center 63
>

The Morale Doctor is In

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? This makes contact center agents particularly vulnerable to burnout. Blog Workforce Optimization MORE

Morale Agent burnout Coaching Contact Center 68
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Facing the Future of Contact Center Employee Engagement

Verint

AUGUST 17, 2017

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

Employee engagement Contact Center outsourcing Surveys 27
>

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

Etech GS

SEPTEMBER 25, 2019

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. MORE

Upselling call center workforce Average Handle Time Wait times 59
>

When Elite Plumbers Wished They Had Workforce Management

Verint

AUGUST 7, 2017

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

Enterprise Management contact center workforce Service level 25
>

Essential Technologies in Call Center Workforce Management

Tenfold - Contact Center Blog

DECEMBER 28, 2017

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. MORE

call center workforce Technology Call Center Management 52
>

Absence Management and Putting Up that ‘Gone Fishing’ Sign

Pipkins

JUNE 27, 2019

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. MORE

Management call center workforce Call Center 40
>

Why Do Golden Agents Wear Smartwatches?

Aspect

OCTOBER 15, 2020

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. MORE

Morale call center workforce Surveys Call Center 62
>

Merlang: Erlang C’s Sexy Younger Brother

Pipkins

DECEMBER 5, 2019

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. MORE

Abandon rate Abandon Call call center workforce Contact Center 67
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Improving Collaboration Between Workforce Management Departments and Operations Departments

Insite Managed Solutions

JUNE 9, 2016

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. MORE

call center workforce Coaching Management Service level 40
>

Is Your Call Center Workforce Management Optimized?

Insite Managed Solutions

JANUARY 18, 2016

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. MORE

call center workforce Service level Call Center Management 40
>

Countdown to Verint Engage!

Verint

APRIL 23, 2018

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

Best practices Feedback Management Self service 27
>

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

Plantronics

OCTOBER 22, 2020

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? MORE

call center workforce Customer Service Contact Center Call Center 43
>

Remote Control: Managing Work at Home Contact Center Agents

Monet Software

APRIL 24, 2020

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. MORE

Management Contact Center Gamification Construction 62
>

Consistent Performance

Brad Cleveland

APRIL 29, 2011

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

Metrics call center workforce Contact Center Call Center 20
>

Why you need guardrails for your contact center

Cisco - Contact Center

NOVEMBER 26, 2019

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? in the all-important Moment of Truth called the contact center interaction. MORE

Contact Center Transportation Government Big data 84
>

Call Center Statistics You Should Know

Callminer

DECEMBER 17, 2019

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. MORE

Call Center outsourcing Best practices Finance 198
>

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

Monet Software

NOVEMBER 6, 2019

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 MORE

Schedule adherence Morale call center workforce Call Center 52
>

Artificial Intelligence and the Future of Cisco Contact Centers

Cisco - Contact Center

FEBRUARY 5, 2020

Transforming the Customer and Agent Experience with Artificial Intelligent Contact Center Integration. 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. MORE

Contact Center Virtual Agent Customer Experience Cloud contact 58
>

Artificial Intelligence Translational Services Use Cases in Cisco Contact Centers

Cisco - Contact Center

JANUARY 21, 2020

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. MORE

Contact Center Consulting Consulting Technology 69
>

Beginning Again in 2021: Takeaways from a Tough Year

Monet Software

MARCH 4, 2021

After a tumultuous 10 months for contact centers and agents, new possibilities open. This may seem an awfully philosophical topic to raise in reference to contact centers. But I’d argue that shoshin is the dominant mindset right now in countless call centers nationwide. MORE

Employee engagement Contact Center call center workforce Call Center 68
>

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

Plantronics

OCTOBER 22, 2020

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. That’s a [ ] The post The Future of Customer Service – Hybrid Workforce or Hybrid Employees? MORE

call center workforce Customer Service Contact Center Call Center 52
>

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

Fonolo

JUNE 21, 2018

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. MORE

Abandon rate Contact Center Management Education 52
>

Why QD Headsets are Best for a Hybrid Call Center Workforce

Plantronics

OCTOBER 19, 2020

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. MORE

call center workforce Call Center Wireless Customer Service 52
>

Consistent Performance

Brad Cleveland

APRIL 29, 2011

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

Metrics call center workforce Contact Center Call Center 20
>

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

Cisco - Contact Center

JANUARY 8, 2020

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. MORE

Best practices Contact Center Surveys Analytics 62
>

Why QD Headsets are Best for a Hybrid Call Center Workforce

Plantronics

OCTOBER 19, 2020

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. MORE

call center workforce Call Center Wireless Customer Service 40
>

Are Remote Agents the Future of Contact Centers?

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? MORE

Contact Center call center workforce Call Center Morale 68
>

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

Revation Systems

OCTOBER 31, 2017

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. MORE

call center workforce Healthcare Call Center virtual call center 48
>

Is Your Contact Center “In the Zone”?

Cisco - Contact Center

FEBRUARY 19, 2020

So, are contact centers more than a feeling? Is Your Contact Center “in the Zone?”. Thanks to new AI models, the “rhythm” or patterns of reality developed in the contact center are becoming more predictable and proactive. The post Is Your Contact Center “In the Zone”? MORE

Contact Center Engineering Best practices virtual call center 75
>

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

Verint

FEBRUARY 21, 2018

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

Entertainment Journey mapping Best practices Feedback 30
>

Inspiring a new type of call center workforce

TRUSTID

OCTOBER 3, 2019

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 MORE

call center workforce Call Center Customer centricity Technology 54
>

3 Myths About Call Center Outsourcing Regions

Outsource Consultants

JANUARY 19, 2021

The call center outsourcing industry has always had to buck a few assumptions, whether it be the quality of service provided or the benefits it can deliver. Comparing a call center in Manila to one in Dallas is not going to produce a proper cost analysis. MORE

outsourcing Call Center call center workforce Technical Support 73
>

Scheduling for the Modern Contact Center: The Secret is WFM

Aspect

NOVEMBER 15, 2019

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. MORE

call center workforce Contact Center Enterprise Call Center 79
>

10 Ways to Keep Call Center Employees Engaged as 2020 Winds Down

Monet Software

OCTOBER 28, 2020

Tips for maintaining contact center engagement, no matter the season. The holiday season is fast approaching and employees are starting to check out mentally, as if they’re suffering from the call center version of high school “senior-itis.”. But SMB contact centers still need to finish strong, especially if the business took a hit from the pandemic. A long-term, customized employee engagement strategy should be the ultimate goal for any call center. MORE

Employee engagement Morale Call Center Finance 56
>

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

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? MORE

Management Schedule adherence Coaching Contact Center 70
>
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Remove call center workforce Related Topics
virtual call center contact center workforce Service level call center software Quality management Cloud contact Average Handle Time Call Center Gamification Schedule adherence More Related Topics >

Call Center Workforce Management 101

Expivia

MARCH 11, 2021

How do you make sure you have the right number of agents on call? Your call center’s success depends on it. Follow these call center workforce management best practices to find out how to staff your contact center the right way.

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call center workforce Call Center Management Average Handle Time 52

Essential Technologies in Call Center Workforce Management

Tenfold - Contact Center Blog

DECEMBER 28, 2017

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.

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Inspiring a new type of call center workforce

TRUSTID

OCTOBER 3, 2019

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

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call center workforce Call Center Customer centricity Technology 54

Give Your Call Center Workforce Management a Tune-Up

ChaseData

OCTOBER 24, 2019

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.

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call center workforce Call Center Contact Center Management 40

Why QD Headsets are Best for a Hybrid Call Center Workforce

Plantronics

OCTOBER 19, 2020

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.

call center workforce 52
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call center workforce Call Center Wireless Customer Service 52

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

Revation Systems

OCTOBER 31, 2017

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.

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call center workforce Healthcare Call Center virtual call center 48

Is Your Call Center Workforce Management Optimized?

Insite Managed Solutions

JANUARY 18, 2016

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.

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call center workforce Service level Call Center Management 40

Why QD Headsets are Best for a Hybrid Call Center Workforce

Plantronics

OCTOBER 19, 2020

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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call center workforce Call Center Wireless Customer Service 40

Cisco Brings the Power of the Cloud and AI to Contact Centers with Release 12.5

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”.

Contact Center 97
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Contact Center Analytics Self service Feedback 97

Why you need guardrails for your contact center

Cisco - Contact Center

NOVEMBER 26, 2019

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? in the all-important Moment of Truth called the contact center interaction.

Contact Center 84
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Contact Center Transportation Government Big data 84

Is Your Contact Center “In the Zone”?

Cisco - Contact Center

FEBRUARY 19, 2020

So, are contact centers more than a feeling? Is Your Contact Center “in the Zone?”. Thanks to new AI models, the “rhythm” or patterns of reality developed in the contact center are becoming more predictable and proactive. The post Is Your Contact Center “In the Zone”?

Contact Center 75
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Artificial Intelligence Translational Services Use Cases in Cisco Contact Centers

Cisco - Contact Center

JANUARY 21, 2020

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.

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InformaTech

InformaTech

Is Your Call Center Workforce Management Optimized?

Insite Managed Solutions

JANUARY 18, 2016

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.

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call center workforce Service level Call Center Management 40

Artificial Intelligence and the Future of Cisco Contact Centers

Cisco - Contact Center

FEBRUARY 5, 2020

Transforming the Customer and Agent Experience with Artificial Intelligent Contact Center Integration. 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.

Contact Center 58
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Contact Center Virtual Agent Customer Experience Cloud contact 58

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

Cisco - Contact Center

JANUARY 8, 2020

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.

Best practices 62
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Best practices Contact Center Surveys Analytics 62

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

Fonolo

JUNE 21, 2018

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.

Abandon rate 52
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Absence Management and Putting Up that ‘Gone Fishing’ Sign

Pipkins

JUNE 27, 2019

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.

Management 40
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Management call center workforce Call Center 40

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

Verint

FEBRUARY 21, 2018

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.

Entertainment 30
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Entertainment Journey mapping Best practices Feedback 30

Countdown to Verint Engage!

Verint

APRIL 23, 2018

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.

Best practices 27
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Best practices Feedback Management Self service 27

Facing the Future of Contact Center Employee Engagement

Verint

AUGUST 17, 2017

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.

Employee engagement 27
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Employee engagement Contact Center outsourcing Surveys 27

When Elite Plumbers Wished They Had Workforce Management

Verint

AUGUST 7, 2017

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.

Enterprise 25
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Enterprise Management contact center workforce Service level 25

WFO: 5 Trends Shaping Analytics and Business Intelligence

LiveVox

DECEMBER 23, 2019

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.

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call center workforce Analytics Call Center 63

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

Plantronics

OCTOBER 22, 2020

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. That’s a [ ] The post The Future of Customer Service – Hybrid Workforce or Hybrid Employees?

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call center workforce Customer Service Contact Center Call Center 52

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

Plantronics

OCTOBER 22, 2020

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?

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call center workforce Customer Service Contact Center Call Center 43

Consistent Performance

Brad Cleveland

APRIL 29, 2011

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.

Metrics 20
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Metrics call center workforce Contact Center Call Center 20

Consistent Performance

Brad Cleveland

APRIL 29, 2011

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.

Metrics 20
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Metrics call center workforce Contact Center Call Center 20

Are Remote Agents the Future of Contact Centers?

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce?

Contact Center 68
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Contact Center call center workforce Call Center Morale 68

Beginning Again in 2021: Takeaways from a Tough Year

Monet Software

MARCH 4, 2021

After a tumultuous 10 months for contact centers and agents, new possibilities open. This may seem an awfully philosophical topic to raise in reference to contact centers. But I’d argue that shoshin is the dominant mindset right now in countless call centers nationwide.

Employee engagement 68
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Employee engagement Contact Center call center workforce Call Center 68

Merlang: Erlang C’s Sexy Younger Brother

Pipkins

DECEMBER 5, 2019

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.

Abandon rate 67
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Abandon rate Abandon Call call center workforce Contact Center 67

Scheduling for the Modern Contact Center: The Secret is WFM

Aspect

NOVEMBER 15, 2019

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.

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call center workforce Contact Center Enterprise Call Center 79

3 Myths About Call Center Outsourcing Regions

Outsource Consultants

JANUARY 19, 2021

The call center outsourcing industry has always had to buck a few assumptions, whether it be the quality of service provided or the benefits it can deliver. Comparing a call center in Manila to one in Dallas is not going to produce a proper cost analysis.

outsourcing 73
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outsourcing Call Center call center workforce Technical Support 73

Call Center Statistics You Should Know

Callminer

DECEMBER 17, 2019

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.

Call Center 198
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How to Best Implement Modern Workforce Engagement Management Solutions in Your Call Center

Monet Software

NOVEMBER 6, 2019

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

Schedule adherence 52
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Schedule adherence Morale call center workforce Call Center 52

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

Etech GS

SEPTEMBER 25, 2019

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.

Upselling 59
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Upselling call center workforce Average Handle Time Wait times 59

The Morale Doctor is In

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? This makes contact center agents particularly vulnerable to burnout. Blog Workforce Optimization

Morale 68
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Morale Agent burnout Coaching Contact Center 68

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

Monet Software

OCTOBER 8, 2020

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.

Abandon rate 52
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Abandon rate Contact Center Call Center Analytics 52

Remote Control: Managing Work at Home Contact Center Agents

Monet Software

APRIL 24, 2020

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.

Management 62
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Management Contact Center Gamification Construction 62

Whisper Coaching to Train Remote Employees

Calltools

JUNE 10, 2020

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. There are a number of ways you can incentivize call center agents.

Coaching 52
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Coaching Call Center CRM call center workforce 52

10 Ways to Keep Call Center Employees Engaged as 2020 Winds Down

Monet Software

OCTOBER 28, 2020

Tips for maintaining contact center engagement, no matter the season. The holiday season is fast approaching and employees are starting to check out mentally, as if they’re suffering from the call center version of high school “senior-itis.”. But SMB contact centers still need to finish strong, especially if the business took a hit from the pandemic. A long-term, customized employee engagement strategy should be the ultimate goal for any call center.

Employee engagement 56
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Employee engagement Morale Call Center Finance 56

Why Do Golden Agents Wear Smartwatches?

Aspect

OCTOBER 15, 2020

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.

Morale 62
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Morale call center workforce Surveys Call Center 62

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

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?

Management 70
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Management Schedule adherence Coaching Contact Center 70

Improving Collaboration Between Workforce Management Departments and Operations Departments

Insite Managed Solutions

JUNE 9, 2016

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.

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