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Essential Technologies in Call Center Workforce Management

Tenfold - Contact Center Blog

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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Whisper Coaching to Train Remote Employees

Calltools

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. What is whisper coaching?

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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

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Building Blocks of Workforce Management

Insite Managed Solutions

Building Blocks of Workforce Management Know the Metric Deliverables – There are a lot of different factors that go into making workforce management successful. Understanding what metrics are required for an organization to be successful is the driving factors behind what building blocks need to be established for either your organization or department. Forecasting & Requirements – Once you have your metrics, you should now understand what drives your business.

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Boost Morale Of Your Call Center Employees With An Incentive Program

JustCall

Frontline customer care call center executives can often be exhausted. According to a recent report – 13% to 16% of the call center workforce is disengaged, with nearly 70% still not classified as busy at work. How Essential are Call Center Incentive Ideas ?

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

Monet Software

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

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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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3 Ways Call Center Supervisors Can Reduce Costs

Insite Managed Solutions

3 Ways Call Center Supervisors Can Reduce Costs Here are 3 different ways call center supervisors can positively drive financials in your center. All of these metrics are managed by the supervisor and they make a vast impact in your P&L. Managing the Millennial Workforce . Improving Workforce Management to Optimize Service Levels. Turning a Contact Center into a Profit Center. 2017 Key Metric Success.

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Tips on How You Can Bridge the Gap Between Remote and In-Office Contact Center Agents Faster With the Right Workforce Management Strategy

SharpenCX

Many companies are building remote work strategies around the needs of their workforce. Download Now: Learn how trends in workforce management and other key areas are impacting contact centers, according to Frost & Sullivan.

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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. Customer Feedback: When it comes to improving customer interaction, a whopping 38% of call center managers say that measuring results are one of their biggest challenges. Social Media: Social media has fundamentally disrupted the call center.