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A High-Performing Contact Center Starts with the Right WFM Tools

Playvox

Contact center performance management is led by an operations manager who is dedicated to improving the engagement of their agents. It requires a toolkit of quality monitoring, coaching, gamification, and most importantly, a top-tier workforce management system.

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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?

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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.

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Top 10 Technological Contact Center Trends

Insite Managed Solutions

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. Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Social Media: Social media has fundamentally disrupted the call center.