3 Things to Consider When Picking a Call Center Workforce Management Software


As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. What is Call Center Workforce Management?

Facing the Future of Contact Center Employee Engagement


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.


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When Elite Plumbers Wished They Had Workforce Management


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.

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


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.

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 Unvarnished Truth About Aspect WFM


In the G2 Crowd Grid for Contact Center Workforce , Aspect Workforce Management software scores in the much-coveted Leadership Quadrant. G2 Crowd Grid ® for Contact Center Workforce Software. G2 Crowd has revealed the unvarnished truth about Aspect Workforce Management. In their G2 Crowd Grid for Contact Center Workforce , Aspect WFM software scores in the much-coveted Leadership Quadrant.

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

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. The Benefits for Call Centers.

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?