Remove call center workforce Remove Coaching Remove contact center workforce Remove Quality management

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)? Workforce Management.

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?

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