Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers? Contact center leaders know that carefully laid out schedules quickly can go awry on any given day.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Verint

AUGUST 17, 2017

The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement. When I probed with a technology question to one of the interviewees, the CEO of a large outsourcer, his response was, “Technology is easy.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes.

call center workforce 52

call center workforce Call Center Management Gamification 52

Noble Systems

SEPTEMBER 29, 2020

What is Workforce Optimization (WFO)? Workforce Optimization is a business strategy that joins business performance and workforce management. The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing.

Management 86

Management Gamification Quality management Schedule adherence 86