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?

Facing the Future of Contact Center Employee Engagement

Verint

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.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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

Verint

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.

When Elite Plumbers Wished They Had Workforce Management

Verint

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.

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

  The Unvarnished Truth About Aspect WFM

Aspect

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 Unvarnished Truth About Aspect WFM

Aspect

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.

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.