article thumbnail

Are Remote Agents the Future of Contact Centers?

Monet Software

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?

article thumbnail

The Morale Doctor is In

Monet Software

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 87
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

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. Training and Coaching.

article thumbnail

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?